Case Study: Downingtown Area School District achieves a centralized, customizable service desk and improved user experience with Agiloft

Downingtown Ups the Standards on Technology in Education

Downingtown Area School District, located 30 miles from Philadelphia and serving over 12,000 students across 16 schools, faced an aging help-desk system that couldn’t scale or report effectively. With more than 25,000 tickets a year and five distinct request processes to support (technology, transportation, projects, change requests, and other service departments), the district needed a single, customizable solution that offered mobile/chat submissions, workflow automation, and strict protections for student data.

Using Agiloft’s adaptable platform, Downingtown created a unified portal with separate workflows and permissions, automated task generation for projects, and integrated reporting with systems like PowerSchool and Cognos. The implementation centralized requests, improved the user experience, enabled rapid, data-driven decision-making, and helped a 28-person tech team manage 186 projects and roughly 500 daily support issues far more efficiently.

Downingtown Area School District

Sue Gallagher

Tech Administrator