St George

St. George

Progress Since Initial Implementation

Last year marked a turning point for St. George’s IT team as they deployed SysAid Copilot, paving the way for this year’s focus on refining workflows and boosting Asset Management. One standout achievement has been significantly reducing onboarding time for new employees. Previously, the process involved emails to coordinate requests and approvals, with equipment requests taking up to 3 days. Now, thanks to automation, it only takes 2–4 hours. Considering the city hires about five new employees every other week, this improvement has been a game-changer, saving the IT team valuable time and resources. 

“SysAid’s automation turned a 3-day onboarding process into just 2-4 hours. Now, I don’t even need to touch it.” – Jeffrey A. Brown, Customer Support Manager, Technology Division

SysAid has empowered the IT team to align more closely with the city’s broader technology and operational goals. Asset management, service desk automation, and workflows are now integral to daily operations, and leadership has noted the time and resource savings achieved since adopting SysAid Copilot.

Essential SysAid Features That Power St. George’s Success

SysAid’s service desk automation has streamlined ticket routing, notifications, and escalations, enabling faster resolutions and reducing the workload on IT technicians. With ticket volume rising from 150 to 400 per month, SysAid’s detailed dashboard reporting not only highlights savings through generative AI and automation but also proves the need for increased IT resources.

SysAid’s implementation support has been critical to St. George’s successful rollout. The IT team was able to rely on SysAid for guidance, particularly on AI-driven features, to address the city’s unique needs. The commitment of SysAid’s customer care team during new product rollouts, has enabled the city’s IT team to focus on strategic outcomes without being held back by technical roadblocks.

“SysAid’s workflows and asset management have completely transformed how we budget and ensure compliance across 13 departments. We now have full visibility into assets, including upcoming replacements, so we can accurately plan our fixed annual budget in advance.”  – Jeffrey A. Brown, Customer Support Manager, Technology Division

Future Vision for Generative AI and Service Management

St. George plans to increase generative AI adoption across its IT services, moving beyond end-user interactions to agent-assist tools that can increase productivity even further. SysAid’s ongoing generative AI developments have inspired IT leadership to consider broader applications, like proactive issue prediction and automated resolutions. The city also plans to fully integrate generative AI into its strategic operations, as part of a city-wide policy now championed by the CEO.

St. George’s future with SysAid includes:

• Software Management: St. George plans to adopt predictive software management to optimize licensing, prevent compliance issues, and improve budget forecasting.
• Analytics and Reporting:  By improving the way they use dashboards and reporting capabilities, the city hopes to provide leadership with actionable insights to better allocate resources and track performance.
• Increase Self-Service Adoption: St. George aims to encourage more end-users to utilize self-service options, reducing demand on the IT team and speeding up resolution times for routine issues.
• Enhance IT Productivity through Advanced Automation: By further automating workflows, St. George plans to streamline processes, allowing IT staff to focus on complex, high-impact tasks.
• Expand generative AI Integration for Proactive Issue Resolution: St. George looks forward to leveraging SysAid’s generative AI capabilities to anticipate and address issues before they affect users, enhancing service quality and minimizing downtime.
• Broaden the Scope of Service Management: St. George plans to implement SysAid across additional departments to streamline workflows and improve support for teams beyond IT, enhancing overall service management.

Drive Closer Alignment with Business Goals: St. George seeks to align IT service management with broader organizational objectives, using SysAid to contribute to city-wide goals and support their growing infrastructure.

Conclusion

SysAid has become a crucial partner in St. George’s mission to modernize and scale its IT operations. By automating routine tasks, providing proactive support, and delivering powerful asset management tools, SysAid has enabled the IT department to efficiently meet the demands of a growing city despite limited resources. Reflecting on his experience with similar tools, Jeffrey Brown shared, “You guys have got it. It’s the best I’ve seen. Your customer service is unmatched. It’s so refreshing to see what you’ve done, your commitment to the customer, and what you’re continuing to do.” With SysAid’s exceptional service and dedication to customer success, St. George’s IT team is not only tackling today’s challenges but is also well-positioned to grow and provide outstanding service to their community in the years ahead.