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Home > Customers > Virginia Department of Social Services Case Study


CASE STUDY

Virginia Department of Social Services cuts downtime and saves $500,000 a year
with Applications Manager

View PDF version



ABOUT VDSS

 * The Virginia Department of Social Services (VDSS) is one of the largest
   commonwealth agencies, partnering with 120 local departments of social
   services, along with faith-based and non-profit organizations, to promote the
   well-being of children and families statewide.
 * The department's mission is to promote the well-being of individuals and
   families in Virginia by providing financial, medical, and social services.

 *  
   
   
   INDUSTRY
   
   Government administration

 *  
   
   
   LOCATION
   
   United States


OUTCOMES AFTER IMPLEMENTING APPLICATIONS MANAGER

 


50%

reduction in alert noise

 


$500,000

saved yearly on downtime

 


FEWER

troubleshooting issues and outages


CUSTOMER FAVORITES

 

Application performance monitoring

 

Digital experience monitoring

 

Root cause analysis

 

Advanced analytics

"Before implementing Applications Manager, we were constantly in a reactive
mode, addressing outages and issues only after our customers had already
experienced them. It was frustrating to be unaware of problems until they were
reported to us. However, since deploying Applications Manager, we have
experienced a significant shift in our approach. With real-time monitoring and
proactive alerts, we now have the ability to detect and address potential
outages before our customers even notice them. This has greatly improved our
service reliability and customer satisfaction."

— RONALD LEE, SYSTEM ADMINISTRATOR, VIRGINIA DEPARTMENT OF SOCIAL SERVICES.


BUSINESS CHALLENGE

The VDSS offers a wide range of social services programs designed to support
Virginia residents who are experiencing financial, medical, or social
challenges. Some of the services offered by the VDSS include Medicaid, Temporary
Assistance for Needy Families (TANF), the Supplemental Nutrition Assistance
Program (SNAP), and child welfare and foster care services. To access these
services, Virginia residents can use the Virginia CommonHelp web portal, which
provides a central location for applying for and managing benefits.

The VDSS's application infrastructure includes several critical technology
systems and applications, including its child welfare case management system,
child support enforcement system, and financial management system. These
applications are essential to the VDSS's ability to deliver social services
effectively and efficiently.

"The applications underlying our child welfare case management system [are]
essential to ensuring that children who are at risk of abuse or neglect receive
the necessary support and services. If this system were to experience downtime
or data loss, it could result in delays in responding to cases, incorrect or
incomplete information being shared among social workers and other stakeholders,
or other negative outcomes that could put children at risk," says Ronald Lee,
system administrator at the VDSS. To mitigate these risks, it was essential for
the VDSS to invest in an application monitoring and observability solution.


STREAMLINING ISSUE REMEDIATION AND OPTIMIZING THE CITIZEN EXPERIENCE

The VDSS IT team evaluated various application monitoring tools, including
AppDynamics, but ultimately decided against it due to its cost. "We were
primarily looking for a cost-effective solution that aligns with our ITIL
strategy. Compared to other tools in the market, Applications Manager was rich
in features while being affordable. So, we had the best of both worlds," says
Lee.

After gaining full-stack observability, VDSS continued to uncover other
capabilities that Applications Manager could bring to the table, including other
modules like digital experience monitoring. "Within a year, we tripled the
investment we made in Applications Manager and this gave us [an] edge, as we no
longer [have] to guess the impact application performance has on our user
experience," says Lee.

Before when facing issues, VDSS team members had to wade through information
manually and it would take a lot of their valuable time. Applications Manager's
real-time dashboards provide alerts that have helped them cut the remediation
process down from days down to minutes. Lee vividly recollects when Applications
Manager helped prevent a major incident in the Department of Child Support: "We
were facing performance issues with our Department of Child Support Enforcement
(DCSE) application and wanted to understand what was going on. Applications
Manager helped us gain visibility into specific errors occurring within the DCSE
application. We were able to analyze the error patterns, trace the flow of
transactions, and identify the underlying issues causing the errors."

Additionally, the team leveraged the product's digital experience monitoring
capabilities to boost the impact of its other social welfare programs. The
applications were experiencing intermittent issues such as unexpected errors and
disruptions. With the help of the tool's real user monitoring capabilities, the
VDSS was able to understand how real users were engaging with its applications
and capture interaction metrics like page load times, form submission rates,
overall response times, and more. This allowed the IT team to proactively
identify and address performance issues, optimize user journeys, and swiftly
resolve errors or disruptions. As a result, the applications remained highly
available, reliable, and user-friendly, ensuring timely financial assistance to
families in need.

"Applications Manager provides full visibility across our application
environnment and the actionable insights have enabled us to make smarter
decisions and provide stable operations around the clock."

— RONALD LEE, SYSTEM ADMINISTRATOR, VIRGINIA DEPARTMENT OF SOCIAL SERVICES.


KEY BENEFITS


INSTANT INSIGHTS

Applications Manager's auto discovery and instrumentation capabilities enable
the VDSS to maintain continuous observability across its hybrid environment with
minimal effort. This removes the need for manual configuration, freeing up its
IT team to focus on other more value-adding tasks like fine-tuning its
applications and innovation.


PROACTIVE RESOLUTION

Previously, many faults remained undetected until citizens reported issues they
had when accessing a particular system. This reactive approach often led to
delays in issue resolution and increased citizen frustration. However, with
Applications Manager, the IT team is able to receive alerts and proactively
avoid potential issues. This has freed the team up from repetitive, manual
workflows so it can focus on more strategic initiatives and serve citizens
better.


IMPROVED CITIZEN EXPERIENCES

The precise answers from the tool has enabled the VDSS to serve citizens better.
"The product enables us to do more with less. We are able to meet all our SLAs
and deliver seamless services. With Applications Manager, we are confident that
we can meet the needs of citizens and provide them the [services] they deserve,"
says Lee.


YOU'LL BE IN GREAT COMPANY

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