Case Study: City of Allen achieves 84% fewer IT-staff tickets and centralized municipal IT support with SysAid

Digitization Comes to the Rescue in the City of Allen

Allen City Hall in Allen, Texas (population ~103,765) supports roughly 1,000 employees across police, fire, parks and other municipal services, with an IT team responsible for 800 workstations and mission‑critical mobile data computers in first‑responder vehicles. The department relied on spreadsheets, ad hoc communications and an outgrown free tool, which created inconsistent ticketing, missed issues and slow corrections for high‑priority systems such as 911 dispatch and MDCs.

By deploying SysAid’s self‑service portal, hotkey and automation, the city shifted end users to submit rich tickets (screenshots/video) and automated routing/escalations that prioritize dispatch and first‑responder assets. Results included over 84% fewer tickets created by IT staff, streamlined onboarding/offboarding workflows, clearer ticket ownership, actionable analytics for reporting and freed administrators to focus on higher‑value work—improving speed, consistency and visibility of municipal IT support.

City of Allen

Peggy Robinette

Helpdesk Supervisor