Standardized 250,000 IT requests and cut fulfillment time in half

Overview

FCPS is one of the largest school districts in the United States with more than 200 schools and facilities. The district processes approximately 250,000 service requests per year. Modernizing IT service delivery was critical to supporting classroom instruction without adding operational overhead.

The challenge

Service delivery across the district was fragmented and slow — and no two schools handled it the same way. A teacher at one school called the help desk. A teacher at another submitted a paper form. A third school used email. When a request required approval, it landed in an administrator’s inbox and waited. Days passed. A teacher whose laptop was broken was working around it. A classroom that needed new devices was still waiting when the school year moved on. Meanwhile, central IT had no way to know how many requests were open, which locations were behind, or where the bottlenecks were — because the data lived in email threads and paper logs.

• Fragmented request processes. Teachers and staff at different schools used different methods — phone calls, emails, paper forms — to submit the same types of requests
• Manual approvals. Requests requiring sign-off sat in email inboxes for days. A teacher waiting for equipment or software could lose instructional time while waiting for a simple approval
• Lack of standardization. No consistent process existed across the district. The same request type followed different paths at different schools
• Delays impacting classroom instruction. Device distribution took up to 2 weeks. IT issues that affected teaching went unresolved while requests moved through manual channels
• No district-wide visibility. Central administration couldn’t see request volumes, fulfillment times, or bottlenecks in real time. Reporting was manual and always outdated

The solution

Kinetic implemented a unified service delivery platform:

• Unified service portal. A single catalog replaced the patchwork of request methods across 200+ locations. Every school and department uses the same interface
• Automated workflows and approvals. Approval routing runs automatically based on request type, cost threshold, and organizational rules. Requests don’t sit in inboxes
• Integration with BMC Remedy. Kinetic connected to FCPS’s existing ITSM system, ensuring fulfillment teams work within their existing tools while users get a modern front-end experience
• Dynamic, role-based forms. Request forms adapt based on user role, location, and request type — showing only relevant fields and routing to the correct fulfillment team automatically

Results

• Fulfillment time reduced by 50%. Requests that previously took days from submission to completion now move through the system at twice the speed
• Approval times reduced from days to minutes. Automated routing replaced manual email-based approvals. Requests route immediately with all context attached
• Device distribution improved by 85%. Equipment delivery that took 2 weeks dropped to 3 days — getting technology into classrooms faster
• Service catalog doubled. The district expanded from the initial catalog to cover twice as many service types without adding fulfillment staff

Because Kinetic provides a unified experience layer across all existing systems, FCPS standardized 250,000+ requests per year across 200+ locations — cutting fulfillment time in half.

Why Kinetic

FCPS had no shortage of existing systems — BMC Remedy handled ITSM, procurement tools managed equipment requests, and school-level administrators managed their own approval processes. Replacing any of those systems would have meant a lengthy procurement process, a complex migration, retraining hundreds of staff members across 200+ locations, and taking on transition risk during an active school year. None of that was acceptable. What the district needed was a standardized experience layer that could sit in front of all those systems, unify the request process for users, and route work to the right fulfillment teams through the tools those teams already used. That is what Kinetic delivered — standardization without replacement, and speed without disruption.

Before and after

	Before	After
Request methods	Phone, email, paper forms	Unified digital portal
Approvals	Days in email inboxes	Minutes — automated routing
Fulfillment time	Baseline	50% faster
Device distribution	~2 weeks	~3 days (85% faster)
Tracking	Manual, fragmented	Real-time district-wide dashboards
Locations	Inconsistent processes	200+ on single platform