Success Story: Gävleborg Region

Gävleborg Region Reduces Lead Times Through System Consolidation in Matrix42

The Gävleborg Region has carried out a strategic consolidation of its ITSM processes. By replacing outdated solutions with Matrix42, the region has not only improved integration with external partners but also laid the foundation for unified management across multiple business areas.

Introduction

Previously, Region Gävleborg operated in an environment where the existing ticket system limited the organization’s development. The primary challenge was the lack of effective information exchange between the region’s IT administration and external service providers.

By implementing Matrix42, the region has established an architecture where data can be seamlessly shared with vendors’ ITSM systems. This initiative is also expected to result in a more cohesive organization with fewer separate systems and significantly better control over ticket flows.

The choice of Matrix42 has yielded clear operational benefits:

• Shorter processing times: Made possible by accurate and complete documentation provided immediately upon registration.
• Structured process support: Standardized work methods for all case handlers.
• A single point of entry: A shared portal that simplifies contact for the region’s employees.

The Challenge: Requirements for Integration and Efficient Information Exchange

Before switching to Matrix42, there was no capacity to allow the IT administration’s systems to communicate directly with external vendors’ platforms. This lack of integration capability forced manual processing, which led to sluggish workflows and an increased margin of error.

At the same time, there was a clear goal to reduce the number of niche case management systems within the region. This required a flexible platform capable of encompassing more areas of operation and thereby phasing out costly point solutions.

The Solution: A Scalable Platform for the Entire Region

Following a streamlined procurement process and dialogue with several vendors, Matrix42 was selected, as the platform best met the requirements for integration and functional flexibility.

Today, Matrix42 is Region Gävleborg’s primary ITSM system. The platform is now used by far more than just the IT department; functions such as HR, Communications, and Digital Healthcare have also migrated their workflows to the system. By making Matrix42 the default choice for new requirements, the region can actively work to reduce the number of systems in use and create a more unified IT environment.

Results: Increased Transparency and Higher Quality

The implementation has led to measurable improvements in day-to-day operations:

• Higher data quality: Thanks to validated forms in the user portal, cases are complete when they reach the case handler. This minimizes the need for follow-up questions and speeds up the workflow.
• Operational support: The system serves as a process support tool that ensures a predictable workflow for all users.
• Improved self-service: The portal offers a clear entry point for all types of cases. The fact that end users can track the status and handle all communication directly in the portal has significantly increased transparency.

Next step: AI support for increased automation

Region Gävleborg is now exploring opportunities to integrate AI into the platform. The focus is on creating added value for both end users and case managers. Through AI-based support, the region expects to be able to automate more steps in case management, which will further optimize service delivery across the entire organization.

Region Gävleborg has established a relationship with the product department at Matrix42 and provided feedback that has helped shape the platform’s development and design. In this way, we have a partnership that helps both parties create the best possible service management platform for the Swedish public sector.