Case Study: Major Metro County Department of IT streamlines COVID-19 support and secures CARES Act reimbursement with EasyVista

Major Metro County Department of It Uses EasyVista to Mitigate Covid-19 Disruptions

A major U.S. metro county Department of IT faced a surge of COVID-19–related support requests when the pandemic forced a rapid shift to remote work. The team needed to triage high ticket volumes quickly, document precise handle-times for CARES Act reimbursement, and support many non‑technical staff without disrupting services for employees and citizens.

By deploying EasyVista EV Service Manager and Micro Apps, the county implemented an "Add Task" wizard with a 'Covid‑19' action type and a business rule to auto‑attach tickets to a centralized Event and accurately capture dedicated hours. The streamlined workflow reduced resolution time, enabled centralized reporting, supported a smooth transition to remote work, saved thousands of dollars, and produced measurable quarterly results (1,269 tickets, 3,314 hours logged, 5,000 employees served and 2M+ citizens impacted), helping secure federal reimbursement.