智慧城市借助 NETSCOUT 提供领先的 3-1-1 服务
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliance with Adaptive Service Intelligence Plus (ASI+) technology
- NETSCOUT Delivery Services
技术栈
- ITIL standard
- Agile Software Development methodology
- Project Management Institute (PMI) and Lean Six Sigma principles
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 城市与自治市
适用功能
- 商业运营
用例
- 公共交通管理
- 公共预警与应急响应
服务
- 系统集成
- 测试与认证
关于客户
这座美国城市是一个区域性高科技中心，数百万居民分布在不同的商业领域。为了支持这些居民，该市聘请了经验丰富的信息技术 (IT) 组织，该组织拥有 450 名专业人员，分为 15 多个业务部门，负责监督 350 多项技术服务的交付。IT 组织采用了领先的商业实践来确保服务质量，包括信息技术基础设施库 (ITIL) 标准和敏捷软件开发方法，以及包括项目管理协会 (PMI) 和精益六西格玛原则在内的流程管理指南。IT 团队使用多年期战略计划执行计划，为居民和政府部门提供世界一流的应用程序和服务。他们还负责该市的开放政府计划，该计划旨在改变市政府人员响应数字技术熟练的居民和游客的非紧急服务请求的方式。由于这些集体的 IT 举措，该市因制定“智慧城市”模范计划而受到媒体的广泛报道，该计划以有利于内部 IT 运营和住宅推广的方式进行数字化转型。
挑战
美国某城市的 IT 部门负责监督 3-1-1 呼叫中心的运营，以提供该市的非紧急服务，包括处理居民服务请求，例如街道维修、清除涂鸦、非法贩卖或大件物品提货。IT 团队每年发布的战略计划提供了多年质量指标，涉及 3-1-1 呼叫中心计划目标，旨在减少呼叫等待时间并最大限度地减少掉线情况。除了提高呼叫中心质量外，该市市长还授权 IT 部门帮助改变可用于 3-1-1 市民外展的数字平台数量。因此，该市正在更新其 3-1-1 平台，以更好地利用居民的 Web 和移动请求。在提供广泛支持方面，该市的 3-1-1 网站使用基于表单的请求模板，使居民能够发布与非紧急服务问题相关的支持请求。
解决方案
作为 NETSCOUT 的长期客户，该市 IT 团队受益于大规模 nGeniusONE 服务保障平台部署，该平台采用 InfiniStream 数据包捕获分析，利用 NETSCOUT 的专利 Adaptive Service Intelligence™ (ASI) 技术。该 NETSCOUT 解决方案实时分析 3-1-1 网络流量并生成高度可扩展的元数据，从而能够全面了解该市多层、多域服务交付环境中的服务、网络、应用程序和服务器性能。对于 3-1-1 服务，IT 团队还部署了 NETSCOUT TAP，以获得对网络链接的全面透明可见性，并消除访问网络流量时引入故障点的风险。IT 团队使用 nGeniusONE 和带有 ASI+ 平台的 InfiniStreamNG 主动监控从呼叫中心以及通过 Web 门户和移动平台提供的城市 3-1-1 服务。通过使用 NETSCOUT 解决方案发现并纠正问题，呼叫中心语音系统减少了市民的 3-1-1 等待时间，同时也减少了掉线的情况。
运营影响
数量效益
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