In many municipalities, we see a recognizable picture. TOPdesk is set up, action sequences are running, and imports are doing their job. Yet the pressure remains high. Not because systems fail, but because the chain is not automated.
With BIO2 and the frameworks from VNG, this is no longer an organizational issue, but a structural cost item.
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Where municipalities structurally lose money
In medium-sized municipalities (±100,000 inhabitants), we see in practice:
- 3 to 6 FTEs are busy with mutations, checks, repair work, and audit preparation
- costs: €225,000 to €450,000 per year
- largely work between systems, not within TOPdesk itself
With chain automation, this can be reduced to 1 to 2 FTEs. The structural savings are therefore between €200,000 and €400,000 per year.
Why TOPdesk automation stops here
Standard imports and action sequences automate steps, but not complete chains. As soon as multiple systems participate – HR (AFAS, Youforce, Hr2Day etc), IAM, Azure, PowerShell or signing – manual work arises. And manual work is the most expensive cost item within municipal ICT.
Practical example: Saving within existing TOPdesk processes
In many municipalities, TOPdesk supports citizen processes such as reports and requests. As soon as such a report requires follow-up actions outside TOPdesk, manual work often arises. By automating this chain, SAS guides the process from start to registration. Not for one chain, but for several at the same time. This prevents transfer, repair work and extra audits, and delivers direct FTE savings.
Example from practice: ValidSign
Digital signing is directly related to compliance. Who is allowed to sign? Based on which authorization? What must be demonstrable?
With SAS and TOPdesk, this becomes one chain:
- start from TOPdesk
- automatic checks and actions
- signing via ValidSign
- full automatic recording
- No separate exports, no manual logging, no repair work during audits
Together with our partner ValidSign, we have given a webinar, you can see in more detail how we do this! Watch it back here (or download the slide set). Or search for ValidSign on the website, we explain it even better.
Why this is happening now
BIO2 and VNG guidelines force municipalities to demonstrably control chains. Municipalities that automate this now save structurally. Municipalities that wait continue to pay in FTEs.
Do you want to know how much FTE does your municipality lose in the chain?
We can look at it together, please contact us!
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