28 Feb 2017
The Huis van de Stad (Town Hall), situated in Gouda’s Spoorzone, houses various municipal services. The Service Desk is located on the sixth floor of this modern town hall. This department supports the 600 to 700 users of the Huis van de Stad and manages all IT-related issues formunicipal staff working in Waddinxveen and Zuidplas.
Modern town hall, modern organization supported
by ICT
Co-ordinator of the Service Desk,Cornelis Bruinsma:
‘The focus of the services provided by the Service
Desk are IT-related. Users report to us if they can’t
log in to the network or if a printer isn’t working, but
also if someone needs a new phone.’ In order to
handle all issues properly, the TopDesk facilities
software is used.
When the Huis van de Stad opened in 2012, a number
of bicycles were purchased. Users of the Huis
van de Stad can borrow these bikes to go to meetings
in the town. The Service Desk became responsible
for co-ordinating the use of these bikes.
Cornelis Bruinsma: ‘Anyone who had booked a bike
could collect and return the bicycle key from us on
the sixth floor. However, it was often the case that
one of the staff had to work overtime because a bike
still hadn’t been returned by 5.00pm. This was not an
ideal situation for either users or staff, and yes, we IT
people were keen to automate this process.’
Bike bookings via TopDesk linked to KeyConductor
Together with colleague Rick Nieuweveen, Cornelis
Bruinsma brainstormed on how he could automate
the issue and return of bicycle keys. ‘Rick and I
spent an awful lot of lunch breaks discussing ideas
on how we could
improve this process. Rick explored how it might be
possible to use the TopDesk package for the bookings,
and eventually all we needed was the smart
key cabinet.’
‘In 2014, I went to the Facilities Trade Fair where I
found several companies offering key management
solutions. We immediately hit it off with CaptureTech.
They contributed ideas and their KeyConductor
really appealed to us.’ Bruinsma listed the wishes
and requirements which the solution had to fulfil and
invited the selected companies to come up with a
proposal. Bruinsma: ‘After an extensive selection
procedure, CaptureTech’s KeyConductor was chosen.’
Computerized bike bookings
What Bruinsma and Nieuweveen had thought up in
theory now had to be implemented in practice. Bruinsma:
‘CaptureTech was very co-operative in developing
the link between the KeyConductor and the
TopDesk software. Rick Nieuweveen was given
great support, and in a relatively short time, he had
sorted the link.’
Through the link, staff can book one of the twelve
bikes via their TopDesk environment. Quarter of an
hour before the booked time, the user receives an
email saying that the bike is now ready for collection.
The bike can be collected until a quarter of an hour
after the booked start time. The user can only access
the KeyConductor with his smartcard and remove
the bicycle key during that half-hour. The
smartcard is also used to enter the building, log in to
the computer and to be able to print.
Fifteen minutes before the bike is due to be returned,
the user receives an email requesting him/her to return
the bike on time. If a bike is not returned on time
for the next user, the system can use a spare bike.
This process is also fully automated.
Clear business case
During the first month that the system was in use,
the KeyConductor was on the sixth floor. This made
it possible to explain the system to the users and get
direct feedback about the user-friendliness of the
system.
After this trial period, the system was moved to the
bike sheds. Now users no longer have to come to
the sixth floor to collect or return a bicycle key, which
saves them a lot of time. This solution also saves
time for the Service Desk, because staff don’t have
to wait until all the bicycle keys have been returned.
Bruinsma: ‘The business case here is all about saving
time. Because our staff don’t need to wait and
because the collection and return time for the users
is now zero, this solution will recoup its costs very
fast. But we feel that the awareness that the system
creates among the users is equally important. Because
they make a digital booking for a certain time,
they know that they can use the booked bike at the
arranged times and must not be late bringing it
back.’
Also booking and managing Public Transport
passes
The users and managers are very satisfied with how
the system operates. The pool of twelve rental bikes
has proved sufficient. However, we now want to incorporate
pass-holders with municipal Public
Transport passes in the system. Staff can then book
a Public Transport pass via Topdesk if they need to
travel for work by public transport.
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Capturetech UK Ltd.
Website
T: 0333 210 8000
The Nucleus
Brunel Way
DA1 5GA
Dartford, Kent
United Kingdom