Download PDF
Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Public Transportation Management
- Public Warning & Emergency Response
Services
- System Integration
- Testing & Certification
The Challenge
The IT department of a U.S. City oversees the 3-1-1 Call Center operations for the City’s non-emergency services, including processing residential service requests for such situations as street repairs, graffiti removal, illegal vending, or large bulk-item pick-up. The IT team’s annually published Strategic Plan provides multi-year quality metrics regarding 3-1-1 Call Center program goals for reducing call waiting times and minimizing dropped call instances. In addition to improving Call Center quality, the City‘s Mayor has empowered the IT department to help transform the number of digital platforms available for 3-1-1 citizen outreach. As a result, the City is updating its 3-1-1 platform to better leverage Web-based and mobile requests from residents. In providing wide-ranging support, the City’s 3-1-1 website uses form-based request templates to enable residents to issue support requests relating to non-emergency service issues.
About The Customer
This U.S. City is a regional high-tech hub, with millions of residents deployed in diverse business segments. In supporting that population, the City employs an experienced Information Technology (IT) organization staffed with 450 professionals, segmented into more than 15 business divisions, overseeing delivery of more than 350 technology services. The IT organization has adopted leading commercial practices to assure service quality, including the Information Technology Infrastructure Library (ITIL) standard and Agile Software Development methodology, as well as process management guidelines that include Project Management Institute (PMI) and Lean Six Sigma principles. The IT team executes initiatives using a multi-year Strategic Plan to deliver world-class applications and services to residents, as well as government departments. They are also responsible for the City’s open government initiative focused on transforming the manner in which City personnel responds to non-emergency service requests for its digitally conversant residents and visitors. As a result of these collective IT initiatives, the City has enjoyed widespread media coverage for instituting a model “Smart City” program that embraces digital transformation in a manner benefiting both internal IT operations and residential outreach.
The Solution
As a long-time NETSCOUT customer, the City IT team benefits from a large-scale nGeniusONE Service Assurance platform deployment featuring InfiniStream packet capture analysis leveraging NETSCOUT’s patented Adaptive Service Intelligence™ (ASI) technology. This NETSCOUT solution analyzes the 3-1-1 network traffic in real-time and generates highly scalable metadata that enables a comprehensive view of service, network, application, and server performance across the City’s multi-tier, multi-domain service delivery environment. For the 3-1-1 service, the IT team also deployed NETSCOUT TAPs to gain full and transparent visibility to network links and eliminate the risk of introducing a point of failure when accessing network traffic. The IT team uses the nGeniusONE and InfiniStreamNG with ASI+ platform to proactively monitor City 3-1-1 services delivered from the Call Center and over the Web portal and mobile platforms. With issues identified and rectified with the use of the NETSCOUT solution, the Call Center voice system experienced reduced 3-1-1 wait times for citizens, while also decreasing instances of dropped calls.
Operational Impact
Quantitative Benefit
Related Case Studies.
Case Study
Turning A Stadium Into A Smart Building
Honeywell created what it called the “intelligent system” for the National Stadium in Beijing, China, turning the venue for the opening and closing events at the 2008 Summer Olympics into a “smart building.” Designed by highly controversial artist Ai Weiwei, the “Bird’s Nest” remains one of the most impressive feats of stadium architecture in the world. The 250,000 square meter structure housed more than 100,000 athletes and spectators at a time. To accommodate such capacity, China turned to Honeywell’s EBI Integrated Building Management System to create an integrated “intelligent system” for improved building security, safety and energy efficiency.
Case Study
Smart Street Light Network (Copenhagen)
Key stakeholders are taking a comprehensive approach to rethinking smart city innovation. City leaders have collaborated through partnerships involving government, research institutions and solution providers. The Copenhagen Solutions Lab is one of the leading organizations at the forefront of this movement. By bringing together manufacturers with municipal buyers, the Copenhagen Solutions Lab has catalyzed the development and deployment of next-generation smart city innovations. Copenhagen is leveraging this unique approach to accelerate the implementation of smart city solutions. One of the primary focus areas is LED street lighting.
Case Study
Buoy Status Monitoring with LoRa
The Netherlands are well-known for their inland waterways, canals, sluices and of course port activities. The Dutch Ministry of Infrastructure indicates that there are thousands of buoys and fixed items in and near water environments that would profit from IoT monitoring. One of the problems with buoys for example, is that they get hit by ships and the anchor cable breaks. Without connectivity, it takes quite some time to find out that something has happened with that buoy. Not to mention the costs of renting a boat to go to the buoy to fix it. Another important issue, is that there is no real-time monitoring of the buoys at this moment. Only by physically visiting the object on the water, one gains insight in its status.
Case Study
China Mobile Smart Parking
Smart Parking, powered by NB-IoT technology, is making it easier for drivers to find free parking spots. Cities can better manage their parking assets and maximize the revenue available to them as a result. Drivers searching for parking create congestion and pollution by circling and hunting for available parking. Smart Parking services are able to significantly ease these problems by guiding a driver directly to a parking space.
Case Study
Barcelona Case Study
Barcelona’s heavy traffic and its associated high levels of pollution were the primary factors that motivated some companies and universities to work on strategies for improving traffic in the city centre. Bitcarrier is one of the technologies involved in the In4Mo Project, whose main objective is to develop the applications that form the core of smart mobility, one of the fundamental pillars of the smart city concept.