Pasco County Enhances Trust and Reputation with Dynatrace

Pasco County is located on the west central coast of Florida and serves approximately 600,000 residents within 750 square miles. The county supports 57 departments and 3,600 employees, with 100 employees in its IT department. The county is driven to be the premier county in Florida by building trust with citizens and has made it a strategic objective to deliver services that exceed customer expectations in a manner that builds trust, inspires confidence, and promotes accountability. With a growing population of digitally savvy citizens, it was critical to ensure that the county’s digital services are world-class, reliable, and resilient.

Pasco County, Florida, with a goal of becoming the premier county in the state, aimed to deliver services that exceed customer expectations, build trust, inspire confidence, and promote accountability. With a growing population of digitally savvy citizens, it was crucial to ensure that the county’s digital services were world-class, reliable, and resilient. However, as the county continued to digitize its services, it faced an increased risk from cybersecurity threats. The county needed to adopt measures to ensure the integrity of its systems and protect sensitive citizen data. Pasco County also needed to modernize its internal operations and security processes. Teams previously worked in silos with their own toolsets, leading to blind spots and lack of effective collaboration. They also relied on complex manual processes, which increased the risk of problems that could impact citizen experiences and allow vulnerabilities to leave systems exposed. This made it more difficult to ensure services were available 24/7, hindering Pasco County’s mission and impacting its ability to build trust and enhance the agency’s reputation amongst constituents.

Pasco County set up an integrated network operations and security center (INSOC) that would enable its teams to collaborate more effectively. This would help them shift from being reactive to proactive in addressing problems and ensure uninterrupted service delivery for constituents. To enable this, the County needed a platform that would serve as a digital backbone, providing end-to-end visibility and a consolidated view across its environment, and automate its manual operations and security processes. The team also sought a solution that could provide real-time insights into how users interacted with the County’s systems and applications. After a thorough evaluation of the market, the team identified Dynatrace as the best solution for its requirements. With Dynatrace, Pasco County sees exactly how constituents and internal users navigate its services. This provides teams with the insights that enable them to prioritize new projects and programs that help to create world-class experiences for constituents and deliver additional value to the organization.

• With Dynatrace, Pasco County has been able to enhance customer satisfaction, improve citizen experiences, and boost staff morale. The platform's AIOps capabilities provide deep insight into the root cause of any problems instantly, helping teams hold vendors accountable for ensuring 99.999% service availability. Dynatrace’s application security capabilities also give Pasco County real time, continuous, automatic vulnerability analysis and protection across all layers of the stack, including integrated vendor systems. This empowers teams to identify security issues before they go to production and prioritize efforts to remediate vulnerabilities based on the risk to citizens’ data. The platform has also helped improve staff morale by eliminating fire drills and reducing wasted manual effort, enabling them to focus more on strategic work that advances the department’s mission to improve government services and build trust with constituents.

• Increase of up to 6% in various customer satisfaction categories
• Reduced major outages by more than 50% in 12 months
• Mean-time-to-resolution reduced from 12 hours