CUSTOMER SUCCESS: City of San Mateo Upgrades IT Management to Better Serve Citizens
BMC Software improves service to tech-savvy city
HOUSTON, July 18, 2012 – Serving the needs of a diverse population is a challenge for any city government. Add in the fact that the City of San Mateo, California is located in the heart of Silicon Valley, and it has a lot of big expectations to live up to with a tech-savvy population.
The IT department for the City of San Mateo was actually facing a situation in which they were reduced to writing help desk tickets by hand on scraps of paper. The city needed a more sophisticated way of processing incoming requests.
Failure to provide adequate IT service management to city employees resulted in slow response time to citizens and the inability to meet the demands of a growing high-tech hub.
San Mateo needed a new, cost-effective IT service desk solution that could help maintain the city’s networks, including the personal computers of more than 600 employees spread across 22 facilities – enabling them to improve service quality and speed for the city’s more than 90,000 citizens.
According to a senior project manager at the City of San Mateo, they had a help desk software program in place, but it wasn’t implemented well. The staff did not use it, and they fell back on writing tickets on paper. Work orders fell through the cracks, and users did not know if their requests were worked on or escalated.
The City of San Mateo chose the BMC Track-It! IT help desk software & helpdesk ticketing system after reviewing a number of competitive mid-range help desk solutions, including TechExcel, CATM and HEAT from FrontRange. The BMC solution was rated the highest by officials in other cities, and its superior support capabilities indicated that it would garner the highest levels of customer satisfaction.
The City chose to work with BMC Software because the company’s Track-It! solution offered a user-friendly, easy-to-integrate way for San Mateo’s IT team to improve its service. The team also saved a lot of money, and city employees were able to focus on tending to the needs of the city and its citizens, instead of worrying about IT issues.
After implementing the BMC Track-It! help-desk product in just two days, the city has been able to:
The City of San Mateo also completed a major IT inventory project with the San Mateo Police Department. If done manually, it would have taken three months; with BMC, they did it in a week. An average technician makes from $25 - $30 per hour, so that was a savings of close to $14,000 for that one project.
For more information on the city’s implementation of the BMC Track-It! solution, please visit:
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