Case Study: El Dorado Irrigation District achieves an 80% drop in phone/email IT requests and faster ticket resolution with Agiloft

EID Manages a Deluge of IT Service Requests

El Dorado Irrigation District (EID) is a Northern California special district serving nearly 110,000 residents with drinking water, recycled water, hydroelectric power and related infrastructure. Its five-person IT team was overwhelmed by a flood of service requests from 215 employees, relying on manual ticket logging, spreadsheets and scattered how‑to content—resulting in poor visibility, repeated status calls/emails, limited staff collaboration and tickets falling through the cracks.

EID deployed Agiloft’s ITIL Service Desk Suite, configuring automated workflows, routing, priority-based notifications and a context-specific knowledge base to enable self‑service, centralized ticketing and KPI reporting. After one year the system handled 300+ new cases per month, cut phone/email-initiated requests by 80%, reduced average ticket open time by 2–2.5 business days, freed IT staff for higher‑value projects and preventative maintenance, and delivered transparent performance metrics.

El Dorado Irrigation District

Tim Ranstrom

Chief Information Officer