John Snow, Inc. Releases Custom Bugzilla Tracking System for HIV/AIDS Technical Assistance

Tracking system streamlines technical assistance requests for organizations in Haiti and sub-Saharan Africa

Boston, MA, May 23, 2009 --( John Snow, Inc. (JSI) announced the release of a technical assistance management and tracking system operating on the Bugzilla bug-tracking software platform. JSI uses the system to manage the fulfillment of technical assistance requests from small organizations based in Haiti and sub-Saharan Africa. JSI was recently awarded two large multi-year projects under the US President’s Emergency Plan for AIDS Relief (PEPFAR). JSI is providing technical assistance to dozens of non-governmental organizations that provide HIV and AIDS prevention, care and support services to local populations. With low bandwidth requirements and a user-friendly interface customized by Verndale, the Bugzilla system allows JSI’s clients to quickly and easily create technical assistance tickets surrounding HIV/AIDS prevention, care, and support services.

The “TA Ticketing System” is used by the 26 organizations that JSI supports as a means of requesting technical assistance. These organizations log into the Bugzilla system to submit their questions on topics such as organizational development, financial and administrative systems, HIV and AIDS programming, monitoring and evaluation systems, and compliance with US Government rules and regulations. Each question is equivalent to a new ticket request. Once created, each ticket is associated with one of eight categories and is quickly assigned to the appropriate technical experts within JSI. The ticket then maintains all related communications from stakeholders in one central location, and is easily tracked throughout the fulfillment process. Even after completion, the ticket is stored in the system for future reference.

“The new Bugzilla ticketing system provides a necessary level of organization to our technical assistance fulfillment process that allows our staff to provide services more effectively and more efficiently,” said Michelle Osterman, Project Coordinator at John Snow, Inc. “Our client organizations are also impressed with the system’s ease of use and tracking capabilities.”

“It has been a rewarding experience to customize the design and usability of JSI’s new ticketing system because of its direct impact on HIV/AIDS healthcare services,” said Chris Pisapia, Managing Director of Technical Consulting at Verndale. “We recommended Bugzilla as an appropriate platform based on JSI’s needs and are thrilled that both JSI’s staff members and client organizations are pleased with the system’s performance.”

About John Snow Inc.
John Snow, Inc. is a public health research and consulting firm dedicated to improving the health of individuals and communities throughout the world. JSI builds local capacity to address critical health problems, collaborating with local partners to assist countries, governments, communities, families, and individuals to develop their skills and identify solutions that meet their public health needs. Through management assistance, research and evaluation, education, and training, JSI works to enable agencies and health professionals to provide appropriate services in an effective and compassionate manner.

About Verndale
Founded in 1998, Verndale has helped hundreds of emerging and mid-sized organizations maximize the value of their web assets. Experienced in website design, application development, CMS and system integration, and search engine marketing, the company helps clients meet the challenges of business today in innovative and forward thinking ways. Verndale is a Microsoft Certified Development Partner and maintains active partner relationships with many of the leading Content Management, Portal, Commerce, Search, and E-Mail Marketing platforms. The firm has been recognized by the Boston Business Journal and Inc. Magazine as one of the Fastest Growing Private Companies in Massachusetts and the US respectively. For more information visit

Caroline Bone