IT Ticketing

With a city workforce of 1,100, Atlantic City relied on a single-use software platform which required employees to send emails alerting IT staff of technology issues or requests. Without a backend management system, IT support requests often took days or weeks to resolve, and many went incomplete, resulting in frustrated employees, malfunctioning equipment and less efficient services for residents.

A key recommendation of the State of New Jersey’s 2018 transition report for returning Atlantic City to self-governance, was for the city to invest in software to manage and share data about services and analyze results. The Atlantic City Implementation plan drafted by the state’s Department of Community Affairs, detailed that, “such software should result in faster delivery of services provided to residents, greater transparency, faster data sharing between city departments and the public, and greater confidence in city government by residents and the broader community.”

Through a competitive process, officials from The State of New Jersey Department of Community Affairs and Atlantic City thoroughly vetted and ultimately selected GovPilot as the enterprise government management software platform for the city. Atlantic City's Chief Information Officer, Patrick Quinlan worked closely with GovPilot's Customer Success team to deploy multiple modules across several of the city's departments and ensure adoption among employees. 

Mr. Quinlan deployed GovPilot's IT Ticketing module across the entire government to streamline the request and response process thereby ensuring that support and procurement are handled in an organized, timely manner. 

• Atlantic City officials previously used a single-use email based software which made tracking, prioritization, and reporting difficult and time consuming.
• With GovPilot's IT Ticketing software, all requests are timestamped and easily prioritized. Status updates are sent automatically, and report generation is done in just a few clicks.