Transport Agency
The Swedish Transport Agency is a Swedish government agency responsible for regulation, licensing and supervision in the transport sector, including road, rail, maritime and aviation. They perform tasks such as issuing driving licenses and permits, registering vehicles and deciding on revoked driving licenses, as well as handling taxes and fees linked to vehicles.
The Transport Agency has offices in 12 different locations across the country and currently has around 2,000 employees. Most of its operations are based in Borlänge, Norrköping, and Örebro, and the agency falls under the Ministry of Rural Affairs and Infrastructure.
For several years now, Synerity had the privilege of being the Swedish partner of the Swedish Transport Agency, a journey that now continues with their choice of Halo as their new ITSM solution.
We already had a very good working relationship with Synerity, as they were our local partner for our previous solution, Cherwell. When it became clear that the platform would eventually be phased out, we began scanning the market to find a suitable replacement, and we settled on HaloITSM. We liked Halo Solutions' concept, and it felt like an exciting and fresh solution that could meet many of our requirements. When it turned out that Synerity had Synerity become a partner of Halo, it was very easy to simply switch solutions while keeping the same partner, says Martin Fernström, system administrator/system technician at the Swedish Transport Agency.
– Initially, things moved very quickly, and we were very grateful that Synerity respond so quickly. We were assigned three consultants almost immediately, and we have moved virtually all processes and functionality to HaloITSM. It has involved a lot of work, but at the same time, it is worth putting in a few extra hours to get it exactly the way you want it. Synerity's consultants have been a great help, and it was of course also an advantage that they were already familiar with the business. Our main priority was to get help with all the integrations. When you work with a government agency, there is also a requirement that you are physically present on the premises to do the work.
Martin feels that the new platform has given the IT department a boost in terms of both functionality and flexibility. It has also been a great advantage to have a partner who really understands what you need to get out of the system.
We went live with HaloITSM at the end of May, and so far, only the IT department is working with the solution. It is a completely different system from the one we worked with before, and it offers much greater opportunities for development, efficiency, and automation. Overall, it feels very modern and it is efficient to work in the system. It is also educational and easy to learn. However, we are still in a fine-tuning phase and are in the process of changing both our processes and how we work.
I would also like to take this opportunity to give a big thumbs up to Halo's organization, which is very responsive to all feedback and eager to hear about all use cases. The improvements we have requested often appear in upcoming release notes, and we always receive quick and helpful responses from both Halo and Synerity. We like to have close coordination with our partners and receive status reports on what is happening with updates to the system. And even though Synerity is fairly new to the system, they have done their absolute best for us and really listened to what we need. It is a very flexible and rewarding collaboration that we look forward to continuing, concludes Martin Fernström.
“It’sa completely different system from the one we worked with before, and it offers much greater opportunities for development, efficiency improvements, and automation.”
The challenge:
In 2018, the Swedish Transport Agency set up an on-prem ITSM solution in Cherwell with the help of Synerity. The core processes—Incident, Request, Problem, Change, and Knowledge—were in place along with several internal integrations. After a few years, the challenge became clear: a high rate of change, increased demands on user experience and reporting, while technical debt and customizations made management cumbersome. The agency's requirements for data control, traceability, and operation within its own network also meant that a platform change had to take place on-prem without compromising stability or security.
The solution:
In 2024/2025, a gradual transition to HaloITSM —still on-premises—was carried out in collaboration with Synerity. We started with a target vision and process mapping, mapped Cherwell objects to Halo's data model, and prioritized "must-haves" for the first release. Data for central processes was migrated with clear field mappings and quality controls. Integrations were modernized and standardized for easier management in the agency's environment. The rollout was done in three stages: pilot, parallel run, and controlled cut-over with hypercare. Agents and process owners were trained, and an operation and management model was established for shorter release cycles, patch routines, and clear rollback plans – all within the Transport Agency's own data center and security frameworks.
The outcome:
The result was a modern, configurable ITSM platform on-premises that is faster to develop and easier to own. Processing times have been reduced, the portal and agent views are more intuitive, and reporting is more accurate. The Incident/Request/Problem/Change processes have been streamlined, and Knowledge is easier to find and maintain. Last but not least, the changeover took place without any significant operational disruptions and with data control and security levels maintained. Synerity as an advisory partner for ongoing optimization and further development in HaloITSM for the Swedish Transport Agency.
