The CNAF (Caisse nationale des allocations familiales) heads France’s family allowance network: 101 local funds, the CAFs, one per département, each paying family benefits to the people living in its area. GLPI has been part of this network since 2009. Today it handles around 800,000 tickets a year for 35,000 users.
Marc Dufant, formerly in charge at CAF du Rhône and now on a national assignment with the CNAF for the GASSI project, an application built on GLPI, explains how the tool spread from IT to the whole organisation.
The challenge
Each of the 101 CAFs has its own IT department. That autonomy works well locally, but it makes a national view hard to build. The CNAF, which oversees the network, needed to know what hardware was deployed in every organisation.
Local IT teams had a more immediate need. When a user asks for help, the technician should know straight away what equipment that person has. With staff working from home more and more, that information can no longer be checked with a quick walk down the corridor.
The solution
The Family branch started using GLPI in 2009, at first only for IT hardware inventory. One or two CAFs then decided to try GLPI’s ticketing as well. Other CAFs saw the results and followed.
The second phase came from outside IT. Business departments watched the IT support teams work with ticketing and wanted the same for their own requests. Human resources, communications and facilities management now run their own service desks in GLPI.
The platform now serves two levels at once. Nationally, it gives the CNAF an inventory of all equipment across the Family branch. Locally, each CAF has its own ticketing system for every support service.
The results
GLPI at the CNAF today:
- 800,000 tickets a year
- 1,035 entities
- 800 forms
- 1.5 million documents
- 300,000 software entries
- 35,000 users
- 148 profiles
- 4,000 groups
- around 20,000 messages sent per day
Performance holds up at that scale. The database has grown from 2 million to 3 million tickets, and GLPI still handles the load.
In their words
“We are very happy to have met all the objectives we were set, thanks to GLPI: providing a hardware inventory of all the equipment the CAFs have across the Family branch, and giving the CAFs local ticketing systems for all their support services.” — Marc Dufant, CNAF (translated from French)
Thanks to the CNAF for sharing its experience, and to Obeevi, our video partner, for producing this video.
