NETSCOUT Case Studies City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT

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	City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT NETSCOUT

City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Networks & Connectivity - Network Management & Analysis Software
Applicable Industries	Cities & Municipalities Security & Public Safety
Applicable Functions	Business Operation Logistics & Transportation
Use Cases	Public Transportation Management Public Warning & Emergency Response Remote Asset Management
Services	Software Design & Engineering Services System Integration
Challenge	The City's Police, Fire, and Emergency Medical Services (EMS) teams were operating separate call management technologies, leading to inconsistent response times and effectiveness. The City's annual voice call volume for these services reaches into the millions, further prompting the need for call management synergy between the departments. The City IT team sought to integrate these services on a single 911 system in redundant data centers, enhancing disaster recovery preparedness. They required next-generation Service Assurance technology for quick resolution to issues. Read More
About Customer	The customer is a large-scale IT Department that oversees service delivery for some 65 City agencies, ranging from the Department of Corrections, Department of Sanitation, Human Resources Administration, and Department of Education, as well as 911 and 311 services. In addition to the everyday challenges posed by managing the City’s massive IT operation, the IT Department oversees call management technology performance for the City’s Police, Fire, and Emergency Medical Services (EMS) teams. The City's annual voice call volume for Police, Fire, and EMS reaches into the millions. Read More
Solution	The City IT Department installed the NETSCOUT nGeniusONE Service Assurance platform in a new public safety center serving as a Disaster Recovery location, also enhancing its primary location with next-generation NETSCOUT technology that includes dedicated nGeniusONE Global Managers, four nGenius 3900 Series Packet Flow Switches, and the nGenius for Flows NetFlow analysis solution. The nGeniusONE Server design supports the IT Department’s mandate for Disaster Recovery configuration of the City’s emergency call management system, offering integrated remote management access, crashed system recovery, and power control functions for the server hardware. The IT Department uses the NETSCOUT nGenius for Flows performance analytics solution for NetFlow traffic to perform infrastructure monitoring, including CPU and memory issues, as well as ensuring the use of NetFlow information with a Remedy ticketing solution. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Networks & Connectivity - Network Management & Analysis Software

Applicable Industries

Cities & Municipalities

Security & Public Safety

Applicable Functions

Business Operation

Logistics & Transportation

Use Cases

Public Transportation Management

Public Warning & Emergency Response

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Challenge

The City's Police, Fire, and Emergency Medical Services (EMS) teams were operating separate call management technologies, leading to inconsistent response times and effectiveness. The City's annual voice call volume for these services reaches into the millions, further prompting the need for call management synergy between the departments. The City IT team sought to integrate these services on a single 911 system in redundant data centers, enhancing disaster recovery preparedness. They required next-generation Service Assurance technology for quick resolution to issues.

About Customer

The customer is a large-scale IT Department that oversees service delivery for some 65 City agencies, ranging from the Department of Corrections, Department of Sanitation, Human Resources Administration, and Department of Education, as well as 911 and 311 services. In addition to the everyday challenges posed by managing the City’s massive IT operation, the IT Department oversees call management technology performance for the City’s Police, Fire, and Emergency Medical Services (EMS) teams. The City's annual voice call volume for Police, Fire, and EMS reaches into the millions.

Solution

The City IT Department installed the NETSCOUT nGeniusONE Service Assurance platform in a new public safety center serving as a Disaster Recovery location, also enhancing its primary location with next-generation NETSCOUT technology that includes dedicated nGeniusONE Global Managers, four nGenius 3900 Series Packet Flow Switches, and the nGenius for Flows NetFlow analysis solution. The nGeniusONE Server design supports the IT Department’s mandate for Disaster Recovery configuration of the City’s emergency call management system, offering integrated remote management access, crashed system recovery, and power control functions for the server hardware. The IT Department uses the NETSCOUT nGenius for Flows performance analytics solution for NetFlow traffic to perform infrastructure monitoring, including CPU and memory issues, as well as ensuring the use of NetFlow information with a Remedy ticketing solution.

Impact #1	The NETSCOUT solution provides the IT Team with comprehensive views of service, network, application, and server performance across the complex multi-tier, multi-domain service delivery environment employed by the City’s 911 system.
Impact #2	The redundant NETSCOUT configuration supports the secondary data center’s ability to process calls as a standalone facility in the event of failure at the primary facility.
Impact #3	The NETSCOUT solution provides the Service Assurance required to enable the secondary data center to supplement the primary facility’s efforts in handling day-to-day City 911 call volume.

Impact #1

The NETSCOUT solution provides the IT Team with comprehensive views of service, network, application, and server performance across the complex multi-tier, multi-domain service delivery environment employed by the City’s 911 system.

Impact #2

The redundant NETSCOUT configuration supports the secondary data center’s ability to process calls as a standalone facility in the event of failure at the primary facility.

Impact #3

The NETSCOUT solution provides the Service Assurance required to enable the secondary data center to supplement the primary facility’s efforts in handling day-to-day City 911 call volume.

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Overview

City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT

Operational Impact