Deloitte and ServiceNow at the Heart of Health - Transforming Support for the People Behind the Medicines
Introduction
Guiding every trusted healthcare decision is an organisation dedicated not only to science and regulation, but also to innovation, efficiency, and service excellence. One of the foremost public sector institutions, this agency plays an important role in safeguarding public health—supporting access to safe, effective treatments for its constituents.
As the pace of medical innovation accelerated and the scale of its responsibilities expanded, the agency’s leadership saw an opportunity to lead by example: to modernise its internal services in a way that would match the urgency, complexity, and human impact of its healthcare mission. They envisioned a more connected, intuitive, and scalable support model—one that would help to empower their people, strengthen cross-functional collaboration, and look to improve the experience for thousands of internal and external specialists working behind the scenes of public health.
By embracing ServiceNow as its enterprise platform, the agency began a bold transformation: streamlining operations, enhancing collaboration, and laying the foundation for a scalable Global Business Services (GBS) model—so that the focus could remain where it matters most: delivering better outcomes for patients, faster.
The challenge
As a dynamic and fast-growing organisation, the agency had successfully built specialised service capabilities across multiple domains—including IT, finance, procurement, and facilities. These systems supported important day-to-day operations but had evolved independently over time, creating a landscape of unconnected tools, manual workarounds, and limited cross-functional visibility.
The agency’s leaders saw beyond these operational realities. They viewed this moment as an inflection point—a chance to evolve from fragmented delivery models to an integrated digital ecosystem that could scale with the mission. Their goal was not just to modernise processes, but to reimagine how support services could create value: by being more agile, more proactive, and more centred on the people doing important work.
By championing a unified, cloud-native platform strategy, they set the foundation for long-term success—one that would enable responsive services, embedded compliance, and shared intelligence across the organisation.
The solution
To deliver on this vision, the organisation collaborated with Deloitte Netherlands to lead a multi-phase transformation—anchored on ServiceNow’s enterprise platform. The goal was to create a unified digital ecosystem capable of delivering mission-critical services across teams and domains while enabling long-term scalability and adaptability.
Key elements of the solution included:
- Foundational services first: Core capabilities in incident, request, knowledge, and configuration management (CMDB) were deployed to help provide a stable baseline. These laid the groundwork for expansion into HR, procurement, facilities, and other business services.
- Enterprise-grade architecture: Built entirely on ServiceNow’s cloud-native platform, enabling integrated, secure service delivery across all functions with flexibility for future growth.
- User-centred experience design: Introduced intuitive self-service portals, predictive intelligence, walk-up support, and chat channels—improving the experience for both internal staff and over 90,000 external users.
- Complex process automation: Realised an implementation for the onboarding of external health specialists and the evaluation of their independence based on legal requirements.
- Integrated compliance and risk processes: Embedded risk and security incident management into service workflows, supporting real-time reporting and operational assurance.
- Strategic roadmap and governance: Defined a clear enterprise service management (ESM) strategy, supported by structured governance and agile delivery—accelerated by Deloitte’s proven public-sector transformation approach.
The Impact
With ServiceNow as its digital backbone and Deloitte Netherlands as a trusted transformation collaborator, the agency has moved from fragmented services to a connected, scalable model—one that puts people at the centre and strengthens its mission to help protect public health.
- One platform, many services: What once lived in silos—IT, procurement, onboarding, facilities, and regulatory processes—is now unified on a single, intelligent platform. The result? Greater co-ordination, faster service, and clearer accountability.
- Efficiency at scale: More than 235,000 IT service transactions have been handled since launch—with nearly a third processed in just the last six months. This pace reflects a system that’s not just working—it's thriving.
- Built for growth: In the past six months alone, the agency launched 33 new services, expanding its service catalogue to 370 offerings—a testament to the platform’s agility and the agency’s forward momentum.
- A better experience, felt everywhere: Internal staff to 90,000+ external users are seeing the difference. Rising satisfaction scores— currently evaluated at 4.6 out of 5 —signal faster resolutions, fewer roadblocks, and more empowered teams.
- Support that meets people where they are: With over 8,400 real-time chat interactions, including 2,200 in the last half-year alone, support is now more immediate, conversational, and accessible than ever.
- Confidence through visibility: The discovery of over 164,000 new configuration items has given the agency a sharper, more complete view of its digital ecosystem—helping to ensure smarter decisions, stronger resilience, and tighter control.
Together, these results mark more than operational improvements—they represent a shift towards a more modern, human-centric GBS model that’s built to adapt, scale, and serve. Because behind every medicine, every regulation, and every decision are people who now have the support they need to move faster, with confidence.
Looking Ahead
With a strong ServiceNow foundation in place and Deloitte Netherlands by its side, the agency is well-positioned to expand its GBS strategy—transforming how public services are delivered and how healthcare systems are supported.
From digital complexity to human-centred simplicity, this transformation is more than a platform shift—it’s a bold step towards enabling healthier futures for millions. This digital transformation is a model for public institutions seeking to modernise while staying mission focused.
Amandine Gillet
