County Government IT Team Improves Custom Application Performance and Benefits Delivery
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® platform
- InfiniStream®
- nGenius® 3900 series packet flow switch
- Network TAPs
- Remote Site Engineer
Tech Stack
- NETSCOUT® Adaptive Service Intelligence™ (ASI) technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Public Transportation Management
- Public Warning & Emergency Response
Services
- System Integration
- Testing & Certification
About The Customer
The customer in this case study is a dedicated Information Technology (IT) Agency that provides a wide-ranging solution portfolio to a number of County departments. Their service offerings include data center operations, network/cloud services, as well as telecommunications, video, and email/desktop support options. The IT Agency uses an “opt-in” model that enables government departments to select certain service support offerings that best suit their IT technology needs. In such a manner, County departments like social services, courts, and sheriff’s departments can employ a hybrid public/private IT service balance, also using commercial providers to deliver such services as custom application development or data center hosting.
The Challenge
The IT Agency of a large County Department of Social Services (DSS) was facing performance issues with a new custom application for case management and benefits eligibility. The application was developed by a commercial provider and was critical for the DSS managers and case workers processing benefits cases for recipients. Any delays in processing welfare benefits delivery could cause families in need to unnecessarily “go without.” After initial deployment, the custom application began experiencing performance problems that could not be resolved by DSS or the commercial provider. The commercial provider identified the County WAN managed by the IT Agency as the culprit of the application performance issues. This led to an inter-organizational collaboration effort between the IT Agency and DSS to identify the cause of the custom application performance issue.
The Solution
The IT Agency turned to NETSCOUT, a long-standing partner, to troubleshoot the custom application performance issues. NETSCOUT worked closely with both the County IT Agency and DSS to architect a Service Assurance solution that would allow the IT Agency to assist with the custom application’s performance troubleshooting. NETSCOUT factored all points of network demarcation, including the DSS data center and other regional offices. In supporting the project, NETSCOUT InfiniStream appliances were installed at the DSS data center to extend visibility into network and application performance. By customizing an nGeniusONE Service Dashboard view built specifically for the IT Agency by its contracted NETSCOUT Remote Support Engineer (RSE), NETSCOUT was able to demonstrate that packets were successfully traveling from the County WAN to the DSS data center. Once customized to monitor the DSS data center, the real-time nGeniusONE Service Dashboard application performance view revealed custom application data was “leaving but not coming back,” which may have corresponded to application scripting or application traffic flow issues.
Operational Impact
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