Case Study: DDOT achieves faster IT ticket resolution with Crow Canyon Software Service Request for SharePoint

Crow Canyon Service Desk Ends Delays and Slow Responses at Washington, D.C., Dept. of Transportation

The District Department of Transportation (DDOT), the government agency responsible for keeping Washington, D.C.’s transportation network running smoothly, was struggling with an overloaded internal IT support process. Its old ticketing system was hard to use, so only about 5% of employees submitted requests through it, leaving IT staff buried in walk-up and handwritten requests, slow response times, and dropped issues.

Crow Canyon Software implemented Service Request for SharePoint, giving DDOT a familiar SharePoint-based service desk that employees could adopt easily. The rollout took less than a week, and usage quickly rose to 90% of users submitting tickets through the system. Crow Canyon Software helped DDOT improve ticket tracking, reporting, status updates, and overall productivity while reducing delays and restoring confidence in IT support.

DDOT

Ukamaka Udeh

SharePoint Administrator