City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStream
- nGenius for Flows
- nGenius 3900 Series Packet Flow Switch
Tech Stack
- NETSCOUT Adaptive Service Intelligence (ASI) technology
- NetFlow performance analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Cities & Municipalities
- Security & Public Safety
Applicable Functions
- Business Operation
- Logistics & Transportation
Use Cases
- Public Transportation Management
- Public Warning & Emergency Response
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The customer is a large-scale IT Department that oversees service delivery for some 65 City agencies, ranging from the Department of Corrections, Department of Sanitation, Human Resources Administration, and Department of Education, as well as 911 and 311 services. In addition to the everyday challenges posed by managing the City’s massive IT operation, the IT Department oversees call management technology performance for the City’s Police, Fire, and Emergency Medical Services (EMS) teams. The City's annual voice call volume for Police, Fire, and EMS reaches into the millions.
The Challenge
The City's Police, Fire, and Emergency Medical Services (EMS) teams were operating separate call management technologies, leading to inconsistent response times and effectiveness. The City's annual voice call volume for these services reaches into the millions, further prompting the need for call management synergy between the departments. The City IT team sought to integrate these services on a single 911 system in redundant data centers, enhancing disaster recovery preparedness. They required next-generation Service Assurance technology for quick resolution to issues.
The Solution
The City IT Department installed the NETSCOUT nGeniusONE Service Assurance platform in a new public safety center serving as a Disaster Recovery location, also enhancing its primary location with next-generation NETSCOUT technology that includes dedicated nGeniusONE Global Managers, four nGenius 3900 Series Packet Flow Switches, and the nGenius for Flows NetFlow analysis solution. The nGeniusONE Server design supports the IT Department’s mandate for Disaster Recovery configuration of the City’s emergency call management system, offering integrated remote management access, crashed system recovery, and power control functions for the server hardware. The IT Department uses the NETSCOUT nGenius for Flows performance analytics solution for NetFlow traffic to perform infrastructure monitoring, including CPU and memory issues, as well as ensuring the use of NetFlow information with a Remedy ticketing solution.
Operational Impact
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