Questionnaire | Gfacility

Chapter 4 — Questionnaire

In chapter 3 you mapped your organisation: who, what, how, why. Now comes the policy part — the choices that end up one-to-one in the configuration. A field name, a notification rule, an SLA threshold: they all start here, in a settled decision.

This chapter is not an open-ended survey. It is a structured workbook that puts the right people around the table and extracts a recorded answer from every discussion. What you skip here you’ll meet again during configuration — and then it costs ten times more.

What do you deliver?

At the end of this chapter you have a configuration blueprint of ~15-20 pages: the document the configurator (internal admin or Gfacility implementation consultant) starts from. Per domain a completed answer sheet plus a list of open decisions that still need escalation.

Answer sheet per domain

Twelve completed templates, one per policy theme. Concrete, with decision-makers and date.

Open decisions

List of items still waiting on a sponsor or steering committee — with deadline.

Configuration input

Concrete values (roles, classifications, SLA hours) to enter directly in Gfacility.

Policy documentation

Short texts that later serve internal communication, FAQ and onboarding.

The twelve policy domains

4.1 Organization & hierarchy

Which entities, departments and cost centres do you distinguish and how do they fit together?

4.2 People, roles & access

Who gets which type of account, with which rights, and how do you sync that with your IdP?

4.3 Locations & space policy

How deeply do you model buildings, floors and zones — and which qualify as bookable?

4.4 Meeting & booking policy

Rules for bookings — for whom, how far ahead, with which automatic releases.

4.5 Visitor policy

Who do you let in, with which data, which notifications and which compliance requirements?

4.6 Service & helpdesk agreements

Which channels, opening hours, SLA levels and escalation rules apply per service?

4.7 Tasks & maintenance

Which recurring tasks do you automate, which stay manual — and who gets them assigned?

4.8 Products & chargeback

Which products can be ordered (catering, print, hardware), who pays, via which financial integration?

4.9 Communication & brand policy

Tone of voice, brand style, languages, sender names and signatures for system messages.

4.10 Reporting & KPIs

Which dashboards do you deliver per audience, at what frequency, with which measurement definition?

4.11 System landscape & integrations

Which source systems do you connect to, in which direction, at what frequency and with which owner?

4.12 AI & automation ambition

Where do you let AI agents decide, where only advise, and which human gates stay?

How do you use this chapter?

Approach per domain

1One workshop per domain of 60-90 minutes. Don't combine them — you lose focus and ownership.
2Read ahead — participants get the questionnaire 48h in advance. The workshop is for deciding, not for understanding questions.
3The right people — empowered to decide and operationally involved. Two from each group, not twelve.
4Answer now or escalate now — no question leaves the workshop without a decision or an explicit escalation path with deadline.
5Record in the decision log the same day — otherwise 30% evaporates within 48h.

Order and dependencies

Some domains lean on others. Not every workshop is equally dependent, but this order minimises rework:

Order	Domain	Leans on
1	Organization & hierarchy	—
2	People, roles & access	Organization
3	Locations & space policy	Organization
4	Meeting & booking policy	Locations, Roles
5	Visitor policy	Locations, Communication
6	Service & helpdesk agreements	Roles, Service catalogue (Ch3.5)
7	Tasks & maintenance	Locations, Roles
8	Products & chargeback	Organization, Bookings
9	Communication & brand policy	Organization
10	Reporting & KPIs	Service, Roles
11	System landscape & integrations	Roles, Communication
12	AI & automation	All previous

← Discovery Start: Organization & hierarchy →