Observability

‍Kolektor UT, A government services and consulting contractor needed to optimize the management of key operational performance indicators (KPIs) of the services provided for the DGR-Córdoba (State Tax and Revenue Agency).

A work team of 4 people from the IT area was formed that we call “Gemba” with special focus on Problem Management, that is, being able to find the root causes of the problems that generated a certain unavailability in services or a poor user experience. A monitoring and observability platform was implemented in the main critical services, and the metrics began to be analyzed in conjunction with the comments left by the clients of these services in the satisfaction surveys. After analyzing the metrics and using problem management techniques such as the 5 whys, the root problems of unavailability and poor performance were found.

After four months of work, outstanding results were obtained in the three areas of work:

1. 82.2% reduction in downtime in critical systems

2. 19.3% increase in customer satisfaction rate Net Promoter Score - NPS.

3. 17.8% increase in web user experience rate (Apdex)

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Monitoring and digital experience management platform: Dynatrace