Case Studies

City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT

NETSCOUT Case Studies

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l CASE STUDY l OVERVIEW Business Challenge • City Police, Fire, and EMS operating separate call management technologies led to inconsistent response times and effectiveness • City IT team sought to integrate Police, Fire, and EMS on a single 911 system in redundant data centers, enhancing disaster recovery preparedness • Next-generation Service Assurance technology required for quick resolution to issues NETSCOUT Solution • nGeniusONE ® Service Assurance platform, leveraging dedicated Global Managers to manage Local nGeniusONE Servers • InfiniStream ® , with NETSCOUT ® Adaptive Service Intelligence™ (ASI) technology • nGenius ® for Flows for NetFlow performance analytics • nGenius 3900 Series Packet Flow Switch and Network TAPs Business Value • nGeniusONE and InfiniStream with ASI solution assures delivery of simultaneous 911 call data to Police, Fire, and EMS teams, improving City emergency communication systems • NETSCOUT solution leads to improved call center efficiency and dispatch response times • NETSCOUT redundant configuration supports the City's Primary/Disaster Recovery data center strategy Customer Profile Many of today's U.S. City-based Information Technology (IT) teams find themselves addressing "innovation agendas" set by City mayors, focusing on smart initiatives, open government projects, Civic Engagement improvements, and Internet of Things (IoT) application efforts. Balancing ongoing oversight priorities that include sustaining diverse programs such as Portals & E-Government, Broadband & Connectivity, Mobile Applications, and Cybersecurity are significant challenges. In addition to addressing those challenges, City IT teams are tasked with factoring Chief Information Officer (CIO) priorities regarding budget & cost control, as well as hiring and retaining competent IT personnel in a competitive market. In one case in point, this large-scale IT Department 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. Business Challenge 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. Historically, the City's Police, Fire, and EMS teams maintained individual call networks. In addition to potentially serving to add to the territorial relationships between the Police, Fire, and EMS departments, these discrete call networks posed technical and responsiveness issues, especially when two or three departments were dispatched to a single incident in the City. Inconsistent network response times and call information provided by the various call systems could lead to delays and confusion in responding to critical calls for service. The City's annual voice call volume for Police, Fire, and EMS reaches into the millions, further prompting the need for call management synergy between the departments. City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT NETSCOUT Solution Improves Coordination of First Responder Services Dispatched on Millions of Annual Calls E N T E R P R I S E

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