Case Study: City IT Department achieves integrated 911 service assurance and faster emergency dispatch with NETSCOUT

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

A large City IT Department that supports some 65 agencies faced inconsistent response times and information gaps because Police, Fire, and EMS used separate call-management systems for millions of annual 911 calls. The City wanted a single, redundant 911 platform across primary and disaster-recovery data centers and needed next‑generation service-assurance tools to quickly detect and resolve problems.

The department deployed NETSCOUT’s nGeniusONE Service Assurance with InfiniStream/ASI, nGenius for Flows, nGenius 3900 packet flow switches and TAPs in a clustered, dual‑data‑center model managed by Global Managers. This gave operators end-to-end visibility and simultaneous 911 call data delivery to Police, Fire, and EMS, improving call-center efficiency, dispatch response times, and providing the redundancy required for the City’s primary/DR strategy.