Dynatrace Case Studies Fife Council improves service efficiency with Dynatrace

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	Fife Council improves service efficiency with Dynatrace Dynatrace

Fife Council improves service efficiency with Dynatrace

Dynatrace

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Cities & Municipalities
Applicable Functions	Business Operation
Use Cases	Root Cause Analysis & Diagnosis
Services	System Integration
Challenge	Fife Council, the third largest local authority in Scotland, was facing challenges with its third-party platforms used to manage a wide range of services and business functions. The council was undergoing a digital transformation, replacing legacy systems with modern solutions. However, the drive for efficiency was putting pressure on the IT service team, who had to support transformation while maintaining existing systems. Large scale project implementations and systems deployed to thousands of network users often faced error messages and performance issues. Without effective root cause analysis, it was difficult for the council team or its service providers to identify the source of the issues to resolve them. Read More
About Customer	Fife Council is the third largest local authority in Scotland, employing around 17,500 people who serve over 360,000 residents. As a unitary authority, the council is responsible for everything from street lighting and bin collections to social housing, education, and social work services. The council relies on a variety of third-party platforms to manage its wide range of services and business functions. Legacy systems are being replaced over time as Fife continues to invest in digital solutions to modernize public services and customer transactions. The council is also under pressure to drive efficiency throughout the public sector, which is putting increasing pressure on support teams like the IT service. Read More
Solution	Fife Council turned to Dynatrace for an intelligent observability solution to overcome these issues and accelerate service improvements. With Dynatrace, Fife has been able to improve the performance of both desktop case management solutions and mobile applications used by workers in the field. Dynatrace’s advanced AIOps capabilities have also enabled Fife Council to operate more efficiently. The Dynatrace platform is managed by just one staff member, where the previous approach required up to ten people, who can now refocus their efforts on more value-driving work. Fife Council’s ultimate goal is for any new tier one application that comes online to be automatically instrumented with Dynatrace for observability. The council also aims to integrate Dynatrace with its IT service management platform, so relevant teams can be automatically alerted to issues, as well as root causes, so they can be resolved before users are impacted. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Cities & Municipalities

Applicable Functions

Business Operation

Use Cases

Root Cause Analysis & Diagnosis

Services

System Integration

Challenge

Fife Council, the third largest local authority in Scotland, was facing challenges with its third-party platforms used to manage a wide range of services and business functions. The council was undergoing a digital transformation, replacing legacy systems with modern solutions. However, the drive for efficiency was putting pressure on the IT service team, who had to support transformation while maintaining existing systems. Large scale project implementations and systems deployed to thousands of network users often faced error messages and performance issues. Without effective root cause analysis, it was difficult for the council team or its service providers to identify the source of the issues to resolve them.

About Customer

Fife Council is the third largest local authority in Scotland, employing around 17,500 people who serve over 360,000 residents. As a unitary authority, the council is responsible for everything from street lighting and bin collections to social housing, education, and social work services. The council relies on a variety of third-party platforms to manage its wide range of services and business functions. Legacy systems are being replaced over time as Fife continues to invest in digital solutions to modernize public services and customer transactions. The council is also under pressure to drive efficiency throughout the public sector, which is putting increasing pressure on support teams like the IT service.

Solution

Fife Council turned to Dynatrace for an intelligent observability solution to overcome these issues and accelerate service improvements. With Dynatrace, Fife has been able to improve the performance of both desktop case management solutions and mobile applications used by workers in the field. Dynatrace’s advanced AIOps capabilities have also enabled Fife Council to operate more efficiently. The Dynatrace platform is managed by just one staff member, where the previous approach required up to ten people, who can now refocus their efforts on more value-driving work. Fife Council’s ultimate goal is for any new tier one application that comes online to be automatically instrumented with Dynatrace for observability. The council also aims to integrate Dynatrace with its IT service management platform, so relevant teams can be automatically alerted to issues, as well as root causes, so they can be resolved before users are impacted.

Impact #1	Reduced MTTI from days to hours with real-time, precise root cause analysis
Impact #2	Improved reliability of the services that support Fife residents
Impact #3	Precise answers about the source of systems performance, enabling more effective collaboration with third-party service providers

Impact #1

Reduced MTTI from days to hours with real-time, precise root cause analysis

Impact #2

Improved reliability of the services that support Fife residents

Impact #3

Precise answers about the source of systems performance, enabling more effective collaboration with third-party service providers

Benefit #1	Reduced MTTI from days to hours
Benefit #2	Managed the Dynatrace platform with just one staff member, where the previous approach required up to ten people

Benefit #1

Reduced MTTI from days to hours

Benefit #2

Managed the Dynatrace platform with just one staff member, where the previous approach required up to ten people

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Overview

Fife Council improves service efficiency with Dynatrace

Operational Impact

Quantitative Benefit