Case Study: Central City Concern achieves enterprise-wide visibility and Agile transformation with Contegix and Atlassian tools

Central City Concern - Customer Case Study

Central City Concern is a Portland-based non‑profit providing housing, health, and employment services to people affected by homelessness and addiction, with 900+ staff across 30 locations. Their IT team relied on homegrown ticketing and disconnected trackers, which produced little live reporting or visibility and made it difficult to demonstrate workload, prioritize requests, or support organizational growth.

Contegix implemented Atlassian JIRA Service Desk and Confluence, building an easy-to-use ticketing and tracking system with real-time dashboards, SLAs, and integrations with development workflows, and introduced Agile practices. The result: full visibility into IT work and performance, measurable SLAs and accountability, broader adoption of JIRA across other departments, and a shift in perception of IT from a “need‑to‑have” to a strategic enabler supporting CCC’s mission.

Central City Concern

Jeremy Wood

Chief Information Officer