Agenda Item
b. Incident IQ Ticketing System (Not to exceed $522,300.75)
Summary: Presented by: Dr. Kermit Belcher, Chief Information Officer, Division of Information and Instructional Technology
Request: It is requested that the Board of Education approve the contract renewal for the Incident IQ Ticketing System (Not to exceed $522,300.75). This represents a spending increase of $370,474.76 and covers the licensing of additional modules, including a one-time implementation cost. This is a one-year agreement.
High-Level Breakdown of Cost
Existing
Product
Description
Cost
IIQ Ticketing with current add-on
Current Functionality with Asset Management and additional advanced features
$151,825.99
New
Product
Description
Cost
IIQ IT Enterprise
Asset Management and Advance Feature to support DCSD's growing needs
$187,174.01
IIQ Facilities
Work Order - Supports all aspects of Facilities
$135,803.04
On-Boarding (one-time cost)
Implementing the new functionality/modules
$47,497.71
Why: The purpose of this agenda item is to renew Incident IQ and approve the purchase and implementation of additional modules to support IT Asset management and Facilities Operations. The district is currently utilizing Incident IQ for the purpose of help desk ticketing and change control. To optimize district operations, it is proposed to expand the platform's functionality by incorporating modules for IT asset management, facilities operations, and advanced features designed to support business operations. This expansion will effectively transform Incident IQ into a centralized hub for the management of all work requests, leading to the streamlining of processes and the enhancement of communication across departments.
Details: The DeKalb County School District is currently utilizing Incident IQ for the purpose of help desk ticketing and change control. To optimize district operations, it is proposed to expand the platform's functionality by incorporating modules for IT asset management, facilities operations, and advanced features designed to support business operations. This expansion will effectively transform Incident IQ into a centralized hub for the management of all work requests, leading to the streamlining of processes and the enhancement of communication across departments.
Incident IQ offers a user-friendly interface for the submission and tracking of support requests, empowering teachers, staff, and students to easily report issues. Its robust workflows and detailed analytics facilitate efficient task management and data-driven decision-making for support teams and administrators. By centralizing all work requests within Incident IQ, we can ensure the timely resolution of issues, improve resource allocation, and gain a holistic view of district operations. This comprehensive system has already proven effective, enabling us to address and resolve over 103,200 tickets last fiscal year.
The integration of Incident IQ Ticketing with the Facilities module offers significant advantages. This unified approach streamlines operations by establishing a single point of contact for all maintenance and support needs, thereby reducing confusion and preventing requests from being overlooked. The centralized system provides a comprehensive overview of ongoing work, enabling better resource allocation, improved progress tracking, and data-driven decision-making. This fosters greater collaboration between departments, enhances transparency, and ultimately improves responsiveness to the needs of our students, teachers, and staff.
Furthermore, the integration of Incident IQ with Asset Management increases visibility and provides principals and support staff with real-time data on student devices. This tool has the potential to assist site coordinators in their daily duties and provide their leadership with insights into technical devices.
This is an increase in spending of $370,474.76. Included in the requested approval is a one-time cost of $47,497.71 for implementation of the additional modules.
Breakdown of Additional Costs
Product
Description
Cost
IIQ IT Enterprise
Asset Management and Advance Features to support DCSD growing needs
$187,174.01
IIQ Facilities
Work Order - Supports all aspects of Facilities
$135,803.04
On-Boarding (one-time cost)
Implementing the new functionality/modules
$47,497.71
Pursuant to Board of Education Policy DJE, the purchase of Incident IQ services meets the policy definition of a single source. Incident IQ is a legacy system with a multitude of historical data that requires a significant implementation period (spanning multiple years) with ongoing compatibility and standardization with other systems and district processes.
Financial impact: $522,300.75
General Funds
100.1000.561200.00011.7600.9990.0308.070.0000
Contact: Dr. Kermit Belcher, Chief Information Officer, Division of Information & Instructional Technology, 678.676.1274
Effective: March 2025
Status: Upon Legal Approval
BACKGROUND INFORMATION FOR UPGRADE PROPOSAL
Incident IQ 2025-26 Platform Upgrade Proposal for:
DeKalb County School District
Table of contents
School Year in Support Highlights & ROI Analysis ......................................................................................... 2
Review
Ongoing Support & Training ................................................................................................... 4
Renewal Options Renewal Pricing ......................................................................................................................... 5
& References
DCSD Leading the Way ............................................................................................................. 6
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Support Highlights & ROI Analysis
DCSD has Transformed Support to Recapture Instructional
Time & Save Money
Perhaps the most valuable resource in any school district is instructional time, and
maximizing its effective use is among the best ways to drive student achievement.
Inefficiencies in the way students and teachers access and receive support for
technology, facilities, and other operational issues threaten instructional time. By
attacking these inefficiencies, technology and operations leaders can help teachers
recapture this lost instructional time and deliver huge savings to their districts. Below is a
summary of some of the ways the DCSD Technology Department's utilization of the
Incident IQ platform and related tools has saved precious district resources in the 2022-
2023 school year.
School Year 2022-2023 Technology Support Highlights
90,062 Top Model Avg. 4 of 5
Tickets Closed Supported: Stars CSat
Student Chromebook Score
Acer R72T2: 10,562 Tickets 1,755 Survey Responses
ROI Analysis and Savings Breakdown for 2022-2023 School Year
● $1.1m Saved through Teacher-Friendly Ticket Submission: Using legacy
methods1 the average technology support issue takes 20 minutes of teacher time to
simply request support2. This adds up over 20 hours of instructional time per
thousand students annually.3 For DCSD last school year, more than 23,040 hours of
teacher time a year was saved by avoiding delays in accessing support. This equates
to an annual savings to the district of more than $1,101,312.4
1 The “legacy support request” timing profile is based on request time outcomes for districts using either email-based support methodologies or
help ticketing systems that were designed for corporate or other non-K-12 environments (“industry-neutral ticketing”).
2 This timing assumes 4 and 5 minute base transaction times for email and industry-neutral ticketing, respectively. Averages by method are
derived by further applying dilation-factors based on: 1) follow-up/reminder request likelihood, 2) need for additional information likelihood, and
3) request resubmission likelihood.
3 Incident IQ user community data indicate an average of 65 tickets submitted per 1000 students, annually.
4 Costs associated with lost teacher time is calculated based on the reported average salary for teachers of $58,950 for 2016/17 from the
National Center for Education Statistics (available at, https://nces.ed.gov/programs/digest/d17/tables/dt17_211.60.asp) plus an additional 20%
for cost of benefits; this hourly figure representation assumes a 185 day contract and 8 hours per day.
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● $1,492,992 Saved through Faster Ticket Resolution: In delivering support, more
than six and a half hours of technician time per thousand students annually is lost
due to inefficiencies of legacy tools. For DCSD, this translates to annual costs of
more than $1,080,000 wasted due to lost technician time5 and greater than $412,992
in lost teacher productivity6.
● Other Cost Centers Present Opportunities for Future Savings: For districts
DCSD's size with significant technology asset footprints, roughly another $241,000
and $419,000 in annual savings could be captured by optimizing device deployment
and auditing/inventory management, respectively. 7
Total 2022 - 2023 School Year Savings
$2,594,304
5 Based on a 20% resolution improvement factor resulting in 1300 technicians hours saved annually at a $30.00 average hourly wage rate.
6 Teacher productivity cost assumes an average 1% productivity diminishment during open support requests.
7 Savings calculation is based on technician time savings, again at $30.00 average hourly wage rate, derived from a 60% service delivery
improvement factor in auditing and a 90% reduction in inventory shrinkage over legacy methods, assuming an average device cost of $200 and a
2% legacy inventory shrinkage rate.
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Ongoing Support & Training
Ongoing Support in Three Layers
In-App support for all: All users in the District may access first-line assistance with Incident IQ by
simply submitting a help request within their Incident IQ site. Product help requests can be
produced just as quickly and easily as any other iiQ Ticket.
App, phone, or email support on-demand: For Administrator accounts within a district, these
users can escalate user help requests within the App to the Incident IQ support team or make such
requests directly. Administrators also have access to direct phone and email support with issues
during ordinary business hours.
Dedicated Customer Success Manager for DCSD: As premier Incident IQ district partner DCSD will
have access to a dedicated customer success manager for any and all needs related to their success with
current products and services, as well as any future needs.
Training Resources On-Demand with iiQ Academy
Incident IQ Academy is a self-guided training library with robust courses for requestors, agents, and
administrators. iiQ Academy is perfect for getting new technicians up-to-speed over the summer or for
helping teachers re-orient as part of back-to-school planning.
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Renewal Pricing
Proposed Solutions
The licenses detailed below represent one-year renewal options for Incident IQ offerings DCSD
utilized.
One-Year Cost
Incident IQ Platform with iiQ Ticketing $121,459.34
Change Management $18,220.71
Policy Manager $12,145.94
Enterprise IT $187,174.01
iiQ Facilities $135,803.04
Total $475,803.04
Renewal Pricing without Upgrade
One-Year Renewal without Enterprise IT & Facilities
Incident IQ Platform with iiQ Ticketing $128,746.90
Change Management $19,313.95
Policy Manager $12,874.70
Total $160,935.55
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DCSD Leading the Way
Districts Adopting the Incident IQ Platform
Following DCSD's example, since the District adopted the iiQ Platform in 2017, more than
90 districts in the State of Georgia have followed that lead including many of the leading
metro-Atlanta school systems. Incident IQ now supports more than two-thirds of the
students in the State.
Just some of the leading Georgia districts that have joined DCSD in using Incident IQ
include:
● Atlanta Public Schools
● Fulton County Schools
● Clayton County Schools
● Henry County Schools
● Cherokee County Schools
● Fayette County Schools
● Forsyth County Schools
● Houston County Schools
● Muscogee County Schools
● Richmond County Schools
The Incident IQ platform was introduced in 2017 and since that time has been rapidly adopted by
K-12 school districts across the U.S. Today, over 10 million students and teachers in districts
across more than 49 states rely on the Incident IQ platform to manage and deliver mission-critical
services.
Rob Meeker - Incident IQ Success Story: Springfield Local Schools - Incident IQ
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