The Arcadis Shift

Arcadis is delivering transformation through a structured Continuous Service Improvement (CSI) programme, guided by Fusion GBS's Value Adoption Services framework. Value Adoption Services provides the foundation for CSI across the business — combining scorecards, benchmarking, and value tracking to ensure each phase delivers meaningful, measurable impact. 

Instead of treating change as a one-off deployment, Arcadis has taken a phased, outcome-led approach — focusing on five core capability areas that build progressively toward a unified, agile, and data-driven operating model. 

Modernise Service Desk: Arcadis has established the foundation for a global support model, enabling greater consistency, visibility, and service quality across the organisation. In a short expanse of time, Arcadis have seen their customer satisfaction score go up by 4.2%. Further phases continue to expand reach and maturity.

Automation: Work is underway to automate high-volume processes and reduce manual effort across fulfilment, approvals, and transitions. As coverage increases, automation will play a key role in driving efficiency at scale. 10% of requests were fully automated in Q1 2025, from a starting point of less than 0.4% in 2023. 

Engagement Layer: Arcadis is evolving the way employees access services — shifting toward intuitive self-service, live chat, and virtual agents. These improvements are shaping a more seamless, responsive support experience. In 2025, Arcadis are regularly seeing over 2300 unique visitors to the self-service portal on a daily basis, doubling the number from 2023. 

Enterprise Service Management: The service model is extending beyond IT, enabling other business functions to adopt a consistent, platform-driven approach to service delivery. This supports broader goals around operational efficiency and workforce productivity. For example, the Accounts Payable team have leveraged service management automation, removing the need for a multitude of mailboxes and making the team more efficient. 

Agile Change Management: Arcadis continues to evolve its approach to change, with planned improvements including service modelling aligned to change governance. These changes are aimed at increasing speed, reducing risk, and improving end-to-end control. 

Each capability is tracked and evolved through the Value Adoption Services CSI programme — ensuring improvements are sustained and aligned to business value. As a result, Arcadis is already seeing meaningful improvements in service quality, efficiency, and user experience.

A Platform for What’s Next

Arcadis has moved from fragmented, inconsistent service delivery to a unified, data-led model that is both scalable and agile. By focusing on five core capabilities and anchoring the work in Fusion GBS’ Value Adoption Services, the company now operates with greater visibility, speed, and control. 

More importantly, Arcadis has positioned itself to harness AI, automation, and platform innovation in the years ahead. This transformation strengthened day-to-day delivery and laid the foundation for a smarter, more efficient business. 

What Arcadis has built improves performance now and prepares the business for what comes next.