Drechtsteden Shared Services Achieves Integration and Customer Satisfaction With Prosci

When eight separate service counters were causing inconsistent customer experiences across the Drechtsteden Shared Services Center (SCC), leaders knew they needed a unified solution. The SCC, which provides IT, HR, finance, purchasing, information services, communication, facility services, and legal affairs support to seven municipalities and four organizations in the Netherlands, partnered with Prosci to transform their service model.

Challenge

The Drechtsteden Shared Services Centre (SCC), serving seven municipalities and four related organisations in the Netherlands, operated with eight separate service counters across their customer organisations. Each department maintained its own service desk with distinct service levels, tools and processes. Many employees managed service desk duties alongside their primary responsibilities, often viewing customer inquiries as interruptions to their core work.

While the IT and Finance departments had already established dedicated client service teams with proven success, other departments lacked this structured approach. A reorganisation of Facility Services and declining customer satisfaction scores prompted leadership to seek a comprehensive solution that would unify their service approach.

Solution

Implement the Prosci ADKAR® Model to guide individual transitions
Break down the large-scale change into smaller, department-specific projects
Focused communication strategy emphasizing the "Why" and "What's in it for me?" messages
Build strong executive sponsorship and direct supervisor support
Drive adoption of IT department's successful service management processes and tools across all departments
Implement a unified knowledge management system
Standardise call recording and tracking

"It all starts with awareness of the need for change. Then the next crucial question raised: what's in it for you at an individual level?" —Michiel Vrijhof, Customer Services Advisor

Results

The transformation successfully unified eight separate service counters into one integrated service centre, delivering several measurable improvements:

Employee satisfaction across clients using the new working model achieved an average score of 7.9 out of 10.
The organisation successfully consolidated service operations across 11 affiliated customer organisations.
SCC established a single point of contact for all customer inquiries, improving accessibility and service consistency.

The project created a sustainable framework for ongoing service improvement, with the organisation maintaining internal capabilities for continued evolution of their service model.

"The project team and steering committee has made this change a success by supporting this change with much enthusiasm from their own specific role during this change. Marvin, as a visible and active primary sponsor and building a good sponsorship coalition at board level. Annemarie, by supporting the employees as direct supervisor during the change, which was sometimes perceived and experienced different for each impacted employee. Michiel, by developing the services of the new team step by step together with the different departments and by guiding employees in their journey. An excellent collaboration! It was a great pleasure to be part of this team." — Andy Schoonbroodt, Prosci Advisory Services