Case Study: Washington Department of Corrections achieves scalable, automated IT support for 9,500 officers and staff with EasyVista

Washington Department of Corrections Extends Critical IT Support for 9,500 Officers and Staffers Across the State

Washington Department of Corrections (WADOC) supports 12 prisons, 16 community facilities and about 9,500 officers, staff and contractors serving nearly 16,000 inmates. With 185 IT staff, WADOC relied on a basic incident-based system (BMC Express) that required manual email ticketing and routing, offered no workflow engine or lifecycle visibility, and made triage and asset/change tracking difficult — a critical risk given the public-safety role of its technology.

WADOC deployed EasyVista to deliver a simplified, mobile-friendly two-pronged service model (traditional helpdesk plus self-service), predefined workflows and improved asset/change tracking. The platform now handles 400–600 helpdesk and 100–200 self-service actions daily, increases automation and transparency across the service lifecycle, reduces staffing burden, speeds change resolution and enables more proactive, continuous IT support for frontline personnel.

Washington Department of Corrections

Michelle Greene

Systems and Applications Supervisor