Case Study: G-Cloud achieves 50% fewer support tickets, 15% IT support efficiency gain and €30M IT cost savings with ServiceNow

G-Cloud and ServiceNow help improve government efficiency and service delivery

G-Cloud is Belgium’s hybrid cloud program for federal and social security IT services, operated by shared ICT organisation Smals to serve up to 80,000 users. Facing fragmented legacy tools, duplicated data and separate call‑centre and IT systems, Smals needed a single, multitenant cloud platform to improve user experience, speed incident resolution and increase operational transparency while meeting strict government requirements.

Smals implemented ServiceNow IT Service Management and Customer Service Management (with Fujitsu integration), using multitenancy and a hybrid CMDB to consolidate processes, introduce a self‑service portal and centralise knowledge. The change cut monthly support tickets from ~15,000 to ~8,000 (≈50% reduction), boosted IT support efficiency by 15% and is projected to save about €30M in IT costs over five years, while improving citizen-facing service availability and staff morale.

G-cloud

David Dothée

Project Manager