Every aspect of government agency mission depends on high-level application and network performance. That is why ensuring assets work the way they should, and remediating problems before they arise, are top priorities. Agencies need to be able to gauge performance everywhere, always, across a complex web of legacy, mobile, cloud and Shadow IT components. But agencies struggle with real-time end-to-end visibility into pain points and areas of underperformance. This means it can be difficult to quickly detect, diagnose and defeat problems before they impede productivity.
Application Performance Management
APM provides the ability for agencies to monitor, alert and troubleshoot problems for key applications, regardless of where they reside – on premise, in the cloud, on an individual user’s desktop or mobile device. By knowing where, when and why issues occur via APM, agencies can proactively eliminate bottlenecks with faster time-to-remediation. In many cases, APM enables the resolution of problems before they even occur.
Drivers of the Need for APM
- Growth in the use of SaaS applications increases the need for APM.
- Agencies are not meeting citizen’s needs. In a research study conducted by GovLoop, 53% of citizens rated their online experience with government agencies as poor
- Federal workers are not satisfied with their current application environment. In the same study, 54% of workers are primarily frustrated by speed and load time of applications and 47% by application crashes and freezes.
- Each time an agency’s CX index score increases by one point, 2-8% more citizens will trust that agency.
Swish employs industry-leading solutions to eliminate blind spots and track performance metrics for every packet and network node. Our approach relies on:
Enterprise Service Monitoring
End-User Performance and Labor Cost Monitoring
Including Dynatrace, Ixia and Aternity
Federal Agency Reduces MTTR, Increases Citizen Satisfaction and Reduces Service Desk Volume, while Meeting its National and Economic Security Mission
This agency, whose mission is anti-terrorism, legitimate trade and secure travel, experienced problems with an application that field agents used during face to face interactions that enabled them to ensure safe and legitimate travel and trade. Working with Swish and Aternity, the agency corrected the application problem, experienced increases in workforce productivity, improved citizen satisfaction, improved MTTR, reduced service desk ticket volume and optimized SLAs and KPIs.
The Importance of Visibility to the End User Experience
To better understand why government agencies need deeper visibility into the end user experience, GovLoop conducted this Market Trends research report.