Case Study: U.S. Smart City achieves improved 3-1-1 call quality and 20% web/mobile adoption with NETSCOUT nGeniusONE

Smart City Assures Leading-Edge 3-1-1 Services with NETSCOUT

A U.S. city and recognized Smart City hub tasked its 450‑person IT organization with improving 3‑1‑1 non‑emergency services across call center, web portal, and mobile channels. The team needed to reduce wait times and dropped calls, boost digital engagement, and ensure reliable performance as it expanded platforms and prepared to migrate email services.

Using NETSCOUT’s nGeniusONE, InfiniStreamNG with ASI+ and network TAPs, the city gained end‑to‑end, real‑time visibility into voice, web, mobile and email delivery to detect and resolve issues proactively. The result: improved call quality and fewer dropped calls, confidence to migrate to Google email, broader digital adoption (web/mobile initiation of cleanup requests rose from 3% to 20%), and more efficient delivery of city services.