For service-based organizations, small inefficiencies add up quickly. A misrouted ticket here, a delayed response there it all impacts both customer experience and operational cost. For a public sector E7 call center supporting emergency and non-emergency response lines, these costs were not theoretical. They were showing up in budget shortfalls, overburdened teams and delayed issue resolution.
By migrating to Jira Service Management (JSM) with Clovity’s guidance, this E7 agency didn’t just modernize their service operations they realized over $70,000 in reclaimed budget within the first year.
Here’s how the shift happened, what changed and why JSM proved to be the right fit for their mission-critical needs.
Understanding the Challenge
The agency’s call center handled a high volume of service requests ranging from system access issues and telecom faults to routine maintenance. These were submitted by field responders, administrative staff and third-party vendors.
Previously, the team had been relying on a traditional ITSM platform that required heavy customization and significant developer support just to keep up with changes. Key problems included:
- Licensing costs that climbed each year, unrelated to usage or service improvements
- Manual workflows that created bottlenecks and inconsistent handling
- Lack of real-time visibility into ticket status or performance metrics
- Limited automation, making every policy change a multi-step process
When their annual contract came up for renewal, the agency’s leadership asked a critical question: Are we getting the value we need from this system?
They weren’t.
Why Jira Service Management Was the Right Fit
The agency needed more than a ticketing tool. They needed a system that could evolve with their services, support non-technical users and reduce ongoing maintenance costs.
Clovity recommended Jira Service Management based on several factors:
- Lower Total Cost of Ownership
JSM’s pricing model aligned more closely with the agency’s actual usage. With fewer license fees and no hidden charges for core features like automation or asset management, it immediately reduced baseline spend. - Quick Configuration Without Developers
Thanks to its low-code interface, JSM allowed internal admins to build and update request workflows, approval chains and escalations without coding. That saved weeks in dev time and eliminated expensive customization contracts. - Integrated Asset Management
Managing telecom assets, radios, desktops and dispatch equipment became easier with JSM Assets. Every ticket could now be tied to specific infrastructure, giving the team better context and control. - Better SLAs and Reporting
With built-in SLA tracking and configurable dashboards, team leads could finally understand where delays were occurring and take corrective action quickly.
The Migration: 4 Weeks, No Disruption
Clovity’s migration plan was designed to minimize risk. The call center couldn’t afford downtime, especially during peak response hours. Here’s how the project unfolded:
Week 1: Discovery and Planning
Clovity mapped out existing workflows, reviewed historical ticket data and prioritized what needed to be migrated. We focused on ticket categories, user groups and SLA requirements. This stage also included security reviews and approvals.
Week 2: Environment Setup and Configuration
Jira Service Management was configured to replicate (and improve on) the prior tool’s workflows. Automation rules were built for common escalations, approvals and routing. Assets were loaded and structured around hardware, telecom devices and physical locations.
Week 3: Data Migration and User Testing
Historical ticket data was imported, with proper tagging and categorization. Power users were invited to test the new system and provide feedback. Adjustments were made to forms and notifications based on real-world use.
Week 4: Go-Live and Training
The switch flipped with no service disruption. Live training sessions were held and user guides were shared for non-technical staff. Jira’s familiar UI and simplicity reduced the learning curve significantly.
By the end of the fourth week, the agency had fully transitioned without ever falling behind on its call center service levels.
What Changed for the Team
The migration wasn’t just about new software. It enabled a shift in how the agency delivered internal services.
Here’s what they achieved within the first 12 months:
- $70K in Budget Relief
Between reduced licensing fees, no-code automation and the elimination of custom support contracts, the agency reclaimed over $70,000. These funds were reinvested into training, equipment upgrades and new emergency dispatch protocols.
- 30% Faster Ticket Resolution
Automation reduced the time it took to assign, escalate and close tickets. For issues related to dispatch radios a critical system time to resolution dropped from 36 hours to under 24.
- 100% Visibility Across Assets
JSM Assets enabled real-time tracking of telecom devices, helping IT teams identify repeat issues tied to specific equipment and plan proactive replacements.
- Improved User Satisfaction
Field teams reported fewer follow-ups and a better understanding of ticket status, thanks to self-service portals and transparent communication. Surveys showed a 40% increase in satisfaction with IT response.
- Streamlined Audits
All ticket and asset data now lives in one place, with searchable histories. This made quarterly audits faster and improved the agency’s ability to meet compliance requirements.
Why It Worked: More Than Just a Tool
Jira Service Management offered the right features, but three non-technical factors were just as important:
- Leadership Support
Executive sponsors were committed to evaluating outcomes not just sticking with the legacy tool out of habit. This mindset enabled faster decisions and better long-term ROI.
- Partnership with Clovity
Our team handled the migration, configuration and user onboarding in a structured, 4-week process. By managing the heavy lifting, we freed up the agency’s internal team to focus on their day jobs.
- A Culture of Iteration
The team embraced the idea of continuous improvement. Instead of waiting for perfect solutions, they implemented and iterated based on feedback. With JSM’s no-code customization, making changes was easy and low-risk.
Lessons for Other Agencies and Call Centers
This E7 agency is far from alone. Many public sector organizations face the same issues: aging systems, limited IT staff and shrinking budgets. Jira Service Management offers a scalable alternative that balances cost, control and usability.
If you’re considering a move from a high-maintenance service platform, take note:
- You don’t need a massive IT team to migrate.
- You can maintain (or even improve) service quality during the transition.
- Real ROI is achievable in months not years.
Thinking About Your Own Migration?
Clovity specializes in helping public sector teams and enterprises make the switch to Jira Service Management. Whether you’re managing internal IT, public services or critical infrastructure, we help you modernize without disrupting the work that matters most.
From discovery through go-live, our 4-week migration blueprint is designed to be practical, collaborative and low-risk.
📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.
