Case Study: Department for Work and Pensions achieves proactive Siebel monitoring and faster issue resolution with Elastic

The Department of Work and Pensions Proactive Monitoring with the Elastic Stack

The Department for Work and Pensions’ Child Maintenance Service (CMS) needed better insight into its Siebel caseload system to ensure reliable service for about 20 million claimants. The CMS set up a Digital Experience Monitoring (DXM) project to provide targeted, proactive monitoring and enable historical and near‑real‑time analysis of performance, failures, and user impact.

An agile squad implemented the Elastic Stack (Logstash, Elasticsearch, Kibana) in phased stages (Discovery → Alpha → Beta → Live), ingesting logs from Siebel and other systems every 10 minutes and building dashboards for response times, call volumes, and failures. The solution uncovered issues before they affected users, demonstrated pre/post fix improvements, automated time‑consuming tasks for caseworkers, won senior leadership praise, and is being shared across DWP—with an upgrade to Elastic 6.3 and plans to add machine‑learning for anomaly detection.

Department for Work and Pensions

Suzy Robertson

Data Engineer