State Agency Assures Quality Employee Experience With NETSCOUT
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGenius®PULSE hardware
- virtual nPoint sensors
- nGenius Visibility as a Service
Tech Stack
- SaaS services
- VPN services
- Remote Desktop Service (RDS)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
The agency is responsible for managing a government hospital system, which provides health services to admitted patients. The agency oversees multiple hospitals, all licensed by the state’s board of health, and they are regularly assessed for meeting regulatory standards for patient care. The agency employs thousands of staff members to provide 24/7 operations across the state, delivering long-term care and treatment of thousands of patients annually.
The Challenge
The agency was facing challenges as they made changes to their network and application strategies. One priority was to find ways to reduce Mean Time to Knowledge (MTTK) in a manner that minimized the time his team spent troubleshooting, while also decreasing finger-pointing instances between IT teams. The agency had to focus on new organizational demands brought about by the COVID pandemic. Business continuity issues were spotlighted, as executives, managers, and business level staff (finance / accounting) shifted to a work-from-home model. Some of the unanticipated issues that emerged included executives and managers working from home offices and at the hospitals began experiencing business continuity issues impacting critical meetings using collaboration tools, Remote Workers using VPN services were reporting poor response time performance, intermittent issues with audio and video quality, and dropped VPN sessions, all of which were impacting their ability to do their jobs.
The Solution
The agency selected NETSCOUT’s nGeniusPULSE Virtual Server Appliance and a combination of hardware and virtual nPoint sensors. They also contracted NETSCOUT’s nGenius Visibility as a Service (VaaS) support option to provide remote deployment and configuration of services critical to successfully implementing nGeniusPULSE to help quickly gain visibility and value from the solution. nGeniusPULSE with nPoints technology, deployed on various laptops as well as at several agency offices and hospitals, provides the IT team with visibility into Internet service link (ISL) utilization, VPN performance, RDS activity, Wi-Fi and Ethernet performance at remote locations, and end-user experience. The early use of the nGeniusPULSE and nPoints has been successful in finding several issues throughout the agency environment, including identifying wide area network (WAN) circuits with high utilization in need of bandwidth increases and virtual servers with high CPU utilization requiring attention.
Operational Impact
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