Fife Council improves service efficiency with Dynatrace
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Dynatrace
Tech Stack
- AI
- Intelligent Observability
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Root Cause Analysis & Diagnosis
Services
- System Integration
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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