Case Study: Major Government Agency achieves 80% faster citizen transaction processing with OpenText

Digital transformation supported by key ITOM solutions delivers 80% faster response time and drastically reduced downtime

Major Government Agency faced seasonal spikes in demand, a complex and poorly integrated infrastructure, and limited observability that contributed to outages and slower citizen services. Although it already used OpenText ITOM tools such as Service Manager, Asset Manager, and Universal Discovery/UCMDB, they were siloed and not delivering a unified approach to monitoring, change management, and incident response.

OpenText helped the agency implement OpenText Operations Bridge with support from Intact Technology and OpenText Professional Services, integrating monitoring with Service Manager for auto-ticketing and consolidated reporting. The result was improved system stability and availability, fewer major incidents, and an 80% reduction in citizen transaction processing time, from weekly to daily completions.