Torsten Werner from the german "Federal Foreign Office" wrote an article in the german "Open Source Jahrbuch 2007" about the success story of Linux- and Open-Source-rollout at the german "Federal Foreign Office" beginning in 2002 till today (2007). He also wrote a section - 5. OTRS as an example for a successful application / Page 246 - and some background infos about the OTRS rollout in 2004. It's really interesting, you should read it.