Client in focus: Breda council
The municipality of Breda is currently working on a large-scale reorganisation. One change that is being carried through is the founding of a Shared Service Centre (SSC), which includes nine departments: Internal services, Information, Finance, HR, Purchase, Legal, Research & Information, Document & Archive management and Communication. A central Service point is being set up to support all internal customers of these departments, which will process all calls for the various departments. And all departments will be supported by TOPdesk. We interviewed Theo Wiercx who, together with colleague Rob Hilders, is responsible for the project.
What is your role within the organisation?
I have been head of Front office of the Automation department for years; for a year now I’ve been working very hard on the Service point project.
How many callers does your service desk have and how large will your service point be?
The Shared Service Centre consists of nine departments with about 400 employees in total. They support all employees at the Breda council – about 2300 people, not counting temporary staff and trainees. At the moment there are ten people working at the Service point.
Which TOPdesk version do you use? And which modules?
We purchased TOPdesk in 1999 for the former Automation department, mainly to organise our automation processes according to ITIL. We started out with Incident management and Change management and added Configuration management and Problem management later on. Now, we want to use TOPdesk to support our entire Service point. To make this work, we purchased several additional modules: Reservations, Inventory management and the SLA module. We’re also configuring the existing modules differently so they can be used by all departments, even the departments that have no history with ITIL. On July 1st the Service point was introduced to two departments, and our first impression is that TOPdesk is able to support the processes well.
Waar wordt TOPdesk in uw organisatie voor ingezet?
In de nieuwe organisatie gaat TOPdesk dus voor alle negen afdelingen ingezet worden. De opzet is om meldingen van medewerkers integraal (en liefst volledig elektronisch) te behandelen. Het hele project is gigantisch complex. Je moet rekening houden met andere projecten, de visie van elke afdeling, maar uiteraard ook met de inrichting van TOPdesk.
Een belangrijk uitgangspunt voor de ontwikkeling van het Servicepunt is de samenstelling van de producten- en dienstencatalogus. Op dit moment zijn er ongeveer 200 producten en diensten van alle afdelingen beschreven met productinformatie, de voorwaarden en de service.
What does your organisation use TOPdesk for?
In the new organisational structure, TOPdesk will be used to support all nine departments. The idea is to process all calls of colleagues, preferably entirely digitally. The entire project is quite complicated. You have to take into account not only other projects and the wishes of each individual department, but also the configuration and organisation of TOPdesk.
An important aspect in the development of the Service point is our product and services catalogue. This describes the product information, conditions and services of the products and services of all departments.
Why TOPdesk?
There were several reasons for choosing TOPdesk. For one, the possibilities of TOPdesk are increasing; for example, it supports not only IT, but also Facilities. TOPdesk is also very user-friendly, and so far, it has been able to do everything we have wanted.
What is an example of a bizarre call?
When we started out with TOPdesk in 1999, we received some strange calls – a printer printing white stripes, for example – but since then we have been through a process of professionalisation. By providing enough information, everyone in the organisation now knows how everything works, so we no longer receive any bizarre calls.
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