HOUSTON--(BUSINESS WIRE)--

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.

The Challenge

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 citys networks, including the personal computers of more than 600 employees spread across 22 facilities enabling them to improve service quality and speed for the citys 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 wasnt 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 Solution

The City of San Mateo chose the BMC Track-It! solution 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 companys Track-It! solution offered a user-friendly, easy-to-integrate way for San Mateos 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.

Original post:
CUSTOMER SUCCESS: City of San Mateo Upgrades IT Management to Better Serve Citizens