Case Study: Atlantic City, NJ achieves 100% more efficient IT support and slashes response time from 48 hours to 7 minutes with GovPilot IT Ticketing

Atlantic City, NJ - Customer Case Study

Atlantic City, NJ faced slow, inconsistent IT support for its 1,100-employee workforce after relying on email and single-use software, which left many requests unresolved for days or weeks and hampered city services. To address this, the city selected GovPilot and its IT Ticketing software to replace manual processes and meet state recommendations for better service management and data sharing.

Through a competitive selection, GovPilot worked with Atlantic City’s CIO Patrick Quinlan to deploy the IT Ticketing module citywide; GovPilot’s solution streamlined request handling, made IT support available 24/7, and enabled proactive trend analysis. The result: reporting and completion rates became 100% more efficient and response times dropped from 48 hours to 7 minutes, greatly improving service delivery for residents and departments.

Atlantic City, NJ

Sheila Oliver

Lieutenant Governor of New Jersey