Success Story with the City of Gütersloh
28.04.2025
- TRANSPARENCY & COMMUNICATION
- ONE SYSTEM FOR EVERYTHING
- SIGNIFICANTLY HIGHER QUALITY OF WORK
- FULLY AUDIT-PROOF DOCUMENTATION
Industry
Government agencies
Location & Scope
Gütersloh, North Rhine-Westphalia 1200 end users | 30 specialists
Challenges
Provide a modern work environment Automatic updates Simple ticket handling Increase customer satisfaction Boost employee efficiency Greater transparency for customers and employees Documentation AD integration
Solution
Xurrent® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and FM to work seamlessly with each other, as well as with external managed service providers.
THE CITY OF GÜTERSLOH IN THE SERVICE OF ITS CITIZENS
The IT service of the City of Gütersloh acts as a service provider for the city administration and is responsible for most technical and organizational IT matters. The focus is always on the added value for people and life in the city. The shared goal: we want to make life in Gütersloh simpler, more livable and more sustainable for everyone – its citizens and the employees of the city administration.
With this mindset, the city issued a tender for an ITSM tool that would not only address the challenges (see right) and desired features, but also keep pace with the times for the long term while meeting all official public evaluation criteria. Tool vendors had to score on price, product, functionality, implementation concept and speed.
“In the bidder presentation, Tien-Hao Vu single-handedly left all competitors far behind. We were absolutely thrilled,” says Oliver Mummert.
“Everyone thinks Xurrent is so great that the other tools have already been forgotten. It's fun to work with a partner that has drive.”
Oliver Mummert Head of IT
Xurrent was a fully developed product that offers many out-of-the-box capabilities and can be implemented quickly. blu Systems impressed with a clear implementation schedule, and the experience of reference customers made the decision even easier.
IMPLEMENTATION
After three months, the IT department and the Digitalization and Geoinformation department went live with their new service catalogs. Thanks to training, a hypercare phase and close involvement of back-end users, the legacy and competing products were quickly forgotten.
“The feedback on Xurrent was exceptionally good right from the start. There is great potential for the entire organization.”
With Xurrent, the city achieved substantial improvements in a very short time:
- Meaningful reports & dashboards
- A simple service structure for self-administration
- Clear and intuitive self-service portal
- Broadcasts provide an instant overview
- 100% of ticketing runs through Xurrent
- Significantly higher quality in ticket handling
- More is documented, and work is more sustainable thanks to knowledge articles
- Improved coordination within the team and across departments
ACTIVE MODULES & INTEGRATIONS
The following modules are currently in use:
- Incident Management
- Request Fulfillment
- Knowledge Management
- Self-Service, Service Catalog
- Change & Workflow Management
- Dashboard & Reporting
- Agile Management
- SLA Management
- Automations & UIs
- AI
- Broadcasts
Upcoming extensions: Asset Management, webshop, onboarding of additional departments
The following interfaces have been integrated: Active Directory, SSO (Single Sign-On)
CONCLUSION
Services, including all processes and workflows, have been significantly improved and digitized. Additional departments are already being integrated into Xurrent. The clear structure and “rigor” of the project plan were perceived as particularly positive. blu Systems acted as a strong project driver and played a key role in completing the project on time and within budget. The project was a complete success: not only the project team, but all IT staff stood and continue to stand behind the tool and are convinced by it. The learning curve keeps rising.
“Xurrent stands out with clear transparency for end users, intuitive operation and numerous ready-to-use features. Working with blu was efficient, with a pleasant atmosphere and transparent communication with quick responses. We especially liked the project team's solution-oriented and competent way of working.” Oliver Mummert, Head of IT, City of Gütersloh
Download the success story here:
“The openness of everyone involved deeply impressed us and gave us valuable, in-depth insights into the work of a public authority. Thank you very much for the collaboration!”
Thomas Wallstein Project Manager blu Systems