Case Study: Federal Public Service Health (FPS Health) reduces incidents by 60% and HR response time by 62% with ServiceNow

FPS Health simplifies IT service delivery and improves employee satisfaction with ServiceNow

FPS Health (the Belgian Federal Public Service for Public Health, Safety of the Food Chain, and the Environment) is a 1,300+ employee government agency responsible for public health and food safety. Facing an end-of-life ITSM system and stringent federal technical requirements, the agency needed to streamline management of about 100 IT services, create a modern HR service catalogue, support two languages, and give staff efficient self-service options to reduce helpdesk load.

FPS Health implemented ServiceNow’s Now Platform to automate incident and request workflows, asset/knowledge/change management, and a dedicated HR portal with automated onboarding tasks. The rollout rapidly delivered results: 60% of incidents are reported via self-service, HR response time dropped from 5.3 to 2 days (≈62% improvement), the helpdesk resolves 72% of reports at first line, staff satisfaction reached 90%, and the success helped position ServiceNow as a preferred supplier for other Belgian government services.

Federal Public Service Health

Kurt Nys

ICT Manager