Case Study: Haifa Municipality achieves faster service times and higher teacher satisfaction with SysAid

Haifa Municipality - Customer Case Study

Haifa Municipality’s Education Department, which supports over 70 schools, 10 affiliated institutions and 280 kindergartens with more than 7,000 computers, faced a slow, fragmented service process: school coordinators had to call a logistics center during breaks, tickets were often sent by fax or email, follow‑up was poor, and broken computers could mean cancelled classes. The outdated call‑center model made ticket creation and resolution lengthy and left teachers frustrated.

After evaluating five options, the municipality chose SysAid (introduced by partner Consist) for its ease of use, low maintenance and cost effectiveness. Launched in January 2017 and rolled out to hundreds of users within two months, the system shortened service times and sharply improved teacher satisfaction—43.5% reported being “extremely satisfied” in a survey four months later—and the IT team is expanding SysAid to other municipal departments.

Haifa Municipality

Reuven Korman

Director of the Education Department