NETSCOUT Case Studies Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT

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	Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT NETSCOUT

Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT

NETSCOUT

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Cities & Municipalities
Applicable Functions	Business Operation
Use Cases	Public Transportation Management Public Warning & Emergency Response
Services	System Integration Testing & Certification
Challenge	The IT department of a U.S. City oversees the 3-1-1 Call Center operations for the City’s non-emergency services, including processing residential service requests for such situations as street repairs, graffiti removal, illegal vending, or large bulk-item pick-up. The IT team’s annually published Strategic Plan provides multi-year quality metrics regarding 3-1-1 Call Center program goals for reducing call waiting times and minimizing dropped call instances. In addition to improving Call Center quality, the City‘s Mayor has empowered the IT department to help transform the number of digital platforms available for 3-1-1 citizen outreach. As a result, the City is updating its 3-1-1 platform to better leverage Web-based and mobile requests from residents. In providing wide-ranging support, the City’s 3-1-1 website uses form-based request templates to enable residents to issue support requests relating to non-emergency service issues. Read More
About Customer	This U.S. City is a regional high-tech hub, with millions of residents deployed in diverse business segments. In supporting that population, the City employs an experienced Information Technology (IT) organization staffed with 450 professionals, segmented into more than 15 business divisions, overseeing delivery of more than 350 technology services. The IT organization has adopted leading commercial practices to assure service quality, including the Information Technology Infrastructure Library (ITIL) standard and Agile Software Development methodology, as well as process management guidelines that include Project Management Institute (PMI) and Lean Six Sigma principles. The IT team executes initiatives using a multi-year Strategic Plan to deliver world-class applications and services to residents, as well as government departments. They are also responsible for the City’s open government initiative focused on transforming the manner in which City personnel responds to non-emergency service requests for its digitally conversant residents and visitors. As a result of these collective IT initiatives, the City has enjoyed widespread media coverage for instituting a model “Smart City” program that embraces digital transformation in a manner benefiting both internal IT operations and residential outreach. Read More
Solution	As a long-time NETSCOUT customer, the City IT team benefits from a large-scale nGeniusONE Service Assurance platform deployment featuring InfiniStream packet capture analysis leveraging NETSCOUT’s patented Adaptive Service Intelligence™ (ASI) technology. This NETSCOUT solution analyzes the 3-1-1 network traffic in real-time and generates highly scalable metadata that enables a comprehensive view of service, network, application, and server performance across the City’s multi-tier, multi-domain service delivery environment. For the 3-1-1 service, the IT team also deployed NETSCOUT TAPs to gain full and transparent visibility to network links and eliminate the risk of introducing a point of failure when accessing network traffic. The IT team uses the nGeniusONE and InfiniStreamNG with ASI+ platform to proactively monitor City 3-1-1 services delivered from the Call Center and over the Web portal and mobile platforms. With issues identified and rectified with the use of the NETSCOUT solution, the Call Center voice system experienced reduced 3-1-1 wait times for citizens, while also decreasing instances of dropped calls. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Cities & Municipalities

Applicable Functions

Business Operation

Use Cases

Public Transportation Management

Public Warning & Emergency Response

Services

System Integration

Testing & Certification

Challenge

The IT department of a U.S. City oversees the 3-1-1 Call Center operations for the City’s non-emergency services, including processing residential service requests for such situations as street repairs, graffiti removal, illegal vending, or large bulk-item pick-up. The IT team’s annually published Strategic Plan provides multi-year quality metrics regarding 3-1-1 Call Center program goals for reducing call waiting times and minimizing dropped call instances. In addition to improving Call Center quality, the City‘s Mayor has empowered the IT department to help transform the number of digital platforms available for 3-1-1 citizen outreach. As a result, the City is updating its 3-1-1 platform to better leverage Web-based and mobile requests from residents. In providing wide-ranging support, the City’s 3-1-1 website uses form-based request templates to enable residents to issue support requests relating to non-emergency service issues.

About Customer

This U.S. City is a regional high-tech hub, with millions of residents deployed in diverse business segments. In supporting that population, the City employs an experienced Information Technology (IT) organization staffed with 450 professionals, segmented into more than 15 business divisions, overseeing delivery of more than 350 technology services. The IT organization has adopted leading commercial practices to assure service quality, including the Information Technology Infrastructure Library (ITIL) standard and Agile Software Development methodology, as well as process management guidelines that include Project Management Institute (PMI) and Lean Six Sigma principles. The IT team executes initiatives using a multi-year Strategic Plan to deliver world-class applications and services to residents, as well as government departments. They are also responsible for the City’s open government initiative focused on transforming the manner in which City personnel responds to non-emergency service requests for its digitally conversant residents and visitors. As a result of these collective IT initiatives, the City has enjoyed widespread media coverage for instituting a model “Smart City” program that embraces digital transformation in a manner benefiting both internal IT operations and residential outreach.

Solution

As a long-time NETSCOUT customer, the City IT team benefits from a large-scale nGeniusONE Service Assurance platform deployment featuring InfiniStream packet capture analysis leveraging NETSCOUT’s patented Adaptive Service Intelligence™ (ASI) technology. This NETSCOUT solution analyzes the 3-1-1 network traffic in real-time and generates highly scalable metadata that enables a comprehensive view of service, network, application, and server performance across the City’s multi-tier, multi-domain service delivery environment. For the 3-1-1 service, the IT team also deployed NETSCOUT TAPs to gain full and transparent visibility to network links and eliminate the risk of introducing a point of failure when accessing network traffic. The IT team uses the nGeniusONE and InfiniStreamNG with ASI+ platform to proactively monitor City 3-1-1 services delivered from the Call Center and over the Web portal and mobile platforms. With issues identified and rectified with the use of the NETSCOUT solution, the Call Center voice system experienced reduced 3-1-1 wait times for citizens, while also decreasing instances of dropped calls.

Impact #1	Increased Web-based and mobile 3-1-1 utilization supports IT’s Strategic Plan goal for directly improving public welfare
Impact #2	City services are delivered more efficiently across a wider geographic expanse, benefiting higher numbers of City users
Impact #3	The City’s expanded 3-1-1 services exemplify how Smart City IT Projects can be used to leverage business intelligence and analytics to provide real-world quality of life improvements to area residents

Impact #1

Increased Web-based and mobile 3-1-1 utilization supports IT’s Strategic Plan goal for directly improving public welfare

Impact #2

City services are delivered more efficiently across a wider geographic expanse, benefiting higher numbers of City users

Impact #3

The City’s expanded 3-1-1 services exemplify how Smart City IT Projects can be used to leverage business intelligence and analytics to provide real-world quality of life improvements to area residents

Benefit #1	City residents now use the 3-1-1 Web portal and mobile applications to initiate 20 percent of overall “clean-up” service requests, a significant increase over earlier 3 percent Web/mobile service initiation rates

Benefit #1

City residents now use the 3-1-1 Web portal and mobile applications to initiate 20 percent of overall “clean-up” service requests, a significant increase over earlier 3 percent Web/mobile service initiation rates

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Overview

Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT

Operational Impact

Quantitative Benefit