Case Study: Defense Media Activity boosts IT productivity 39% and customer satisfaction 10% with Atlassian

Transforming the Department of Defense Public Web service desk with Atlassian

The Defense Media Activity (DMA), part of the U.S. Department of Defense that provides web hosting and content management for more than 750 military websites worldwide, needed to expand and modernize its Public Web program. Leadership found the existing help desk siloed from IT operations and development, limiting visibility, collaboration, and the ability to meet program goals, so DMA sought a single integrated solution.

DMA implemented Jira Software, Jira Service Desk, and Confluence to break down stovepipes, improve communication, and create a customer- and performance-focused operation. The service desk was transformed in five weeks under strict security requirements, resulting in a 39% increase in IT productivity, a 10% rise in customer satisfaction, and significantly improved internal collaboration.

Defense Media Activity

Leslie Benito

CIO and Director of Technical Services