Revitalizing City IT Operations Through Talix On-Site Engineering Support
Customer Snapshot
Industry: Local Government
Company Size: Large City
Location: Major U.S. City
Focus: Backlog Reduction, Project Delivery, and Daily IT Support
Executive Summary
For 9 months, Talix staffed a local government entity with four full-time engineers onsite five days per week. The city was facing a backlog of more than 800 unresolved IT tickets, creating operational delays and impacting multiple departments. Talix was brought in to stabilize the situation, reduce the backlog, and restore confidence in the city’s IT operations. This took a total of 4806 hours between 4 engineers.
The Solution: On-Site Engineering and Project Execution
Talix engineers worked directly within the city’s IT operations, addressing ticket remediation while simultaneously completing critical projects. Their responsibilities included helping the police department and emergency services with a deployment of Public Safety Software for Computer-Aided Dispatch, Mobile, and Records Management across 1,000 workstations. Talix also provided post-go-live support to ensure users received timely assistance with any issues. Talix upgraded a significant number of Windows 10 computers to Windows 11 as well.
The Results: Operational Stability and Project Completion
- Backlog Reduction: The team systematically worked down the 800-ticket queue.
- Major Projects Delivered: Completed Windows 11 upgrades and a large rollout for the Police and Emergency Services departments.
- Consistent Coverage: Four engineers onsite daily ensured continuity and rapid response.
The Bottom Line
Talix restored stability to the city’s IT operations through consistent onsite support and project execution. Their presence ensured timely issue resolution and successful delivery of critical upgrades, improving reliability across multiple departments.
