Improving the user experience remains at the heart of our priorities, with ambitious initiatives to offer an increasingly qualitative and responsive service. In 2023, we considerably strengthened our VIP event management and expanded our scope of support. Our teams installed almost 1,800 PCs and desktops in the city's schools, modernising school equipment. The ServiceNow platform was enhanced with new features, including an end-to-end monitoring solution for a complete view of performance. These actions demonstrate our commitment to delivering an exceptional user experience while optimising our internal processes, showing our ability to innovate and respond to citizens' needs with efficiency and responsiveness.
The user experience
Improving the user experience remains at the heart of our priorities, with several initiatives implemented in 2023.
ServiceNow, new features:
- SNOW mobile application: Allows i-CITY employees to track and update incidents, tasks and changes from their smartphone or tablet.
- Ricoh integration and incident synchronisation: Centralisation and synchronisation of incident management with the Ricoh ticketing tool.
- Delivery note: Development and testing of functionality to certify receipt of ordered equipment.
- Data cleaning: Crucial process for eliminating erroneous data and improving ServiceNow efficiency.
- Activation of Certificate Management: Anticipate certificate renewal to avoid connection problems.
IMAC (Installation, Move, Add, Change)
In 2023, we deployed 1,798 PCs and desktops and 124 Macs, mainly in schools, providing state-of-the-art equipment to meet students' needs.
Optimised management of large-scale events
We have put in place a rigorous procedure to ensure meticulous preparation of IT and infrastructure aspects for major events. Technicians are on site to provide the necessary support.
Monitoring of the Digital Experience
- Synthetic Transaction Tracking (SMT): Simulates user actions to check that processes are working correctly.
- Real User Monitoring (RUM): Collects data on real users' interactions with applications, enabling adjustments to optimise users' digital experience.
Methodology
We have redefined specific roles for Incident Manager, Change Manager, Problem Manager and Knowledge Manager. This redefinition ensures better follow-up and improves our communications and efficiency.
Support for playgrounds
Our teams provided essential support to a dozen holiday parks in the City of Brussels, ensuring that the IT infrastructure runs smoothly.
Security is always our top priority
In 2023, we continued to strengthen the City of Brussels' IT security. Key initiatives included the delivery of the Brucity building with a secure network environment. We deployed a security programme in the face of growing cyber-attacks and NIS2 compliance requirements. These actions guarantee the protection of critical data and systems while ensuring an optimal user experience, affirming our commitment to security and technological innovation.
Network rationalisation and security
We secured and segmented the network of the new Brucity building, serving as a model for the rationalisation and securing of the City of Brussels network. This model guarantees network security while ensuring the City's independence from the underlying transport solution.
Security programme compliant with the European NIS2 Directive
This includes setting up a Security Operations Centre (SOC), strengthening web application defences and controlling outgoing mail flows.
A few figures
- Over 3,800 threats detected and dealt with, with an average of 105 threats per day.
- Nearly 33 million external emails analysed, 26% of which were fraudulent.
Technological projects to improve the network and infrastructure
Network optimisation
- 315 remote sites interconnected
- Over 1,500 firewall rules
- Around 7,000 telephone numbers migrated to Teams
- Over 21,000 active IP addresses
- 27,000 network connections
Decommissioning of the i-CITY data centre
Transition to a hybrid management model for our infrastructure between public and private Cloud solutions.
Modernisation of the Public Education and City sites
In 2023, 40 schools received extended WiFi coverage, with over 350 new antennas added.
Replacement of obsolete equipment
93% of obsolete equipment was replaced, including 450 antennas and 220 network components.
Securing of specific sites
Reinforcement of network security equipment for major Public Education sites.
Data Centre infrastructure
Management of over 600 servers, 500 databases (17 TB), and 65,000 user accounts.
End Point management
Office automation equipment comprising 12,200 end points, including 9,200 PCs and 3,000 iPads.
Migration to Teams
The migration to Teams, which began in 2022, continued in 2023, offering a unified collaboration and communication solution for all City users.
