Case Study: Major Government Agency achieves 80% faster citizen transaction processing and drastically reduced downtime with OpenText

Major Government Agency - Customer Case Study

A major U.S. government agency managing high seasonal demand and a complex hybrid IT environment struggled with limited observability, siloed tools and a high-profile outage that disrupted citizen services. Supported by Intact Technology, the agency needed better configuration and change management, consolidated monitoring, and a cultural shift from reactive firefighting to proactive change governance.

The team deployed Micro Focus ITOM solutions—Operations Bridge, Service Manager, Universal Discovery/UCMDB and Asset Manager—using Intact’s Rapid Outcome Framework to integrate monitoring, auto-ticketing and asset data into one operational view. The result was drastically reduced downtime and major incidents, an 80% improvement in citizen transaction cycle time (from weekly to daily), higher system availability and greater user productivity, with plans to add AI-driven automated remediation.