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Creating a Future-Ready e-Governance Ecosystem
Harnessing AI and analytics to enhance citizen engagement and service reliability
Client
- Client
Challenge- Solution
- Impact
Client
A leading Indian state operates a high-traffic e-Service portal that enables citizens to access essential services such as certificates, licenses, and utility payments. With over two million daily transactions, the platform plays a critical role in public service delivery. The government sought to improve the system’s responsiveness, scalability, and user experience while empowering IT teams with real-time insights, predictive analytics, and automation to ensure seamless operations and consistent service performance across all digital touchpoints.
Challenge
The e-Service portal faced performance and visibility challenges as transaction volumes grew. Slow response times and frequent service interruptions during high-traffic periods affected citizen satisfaction. Manual monitoring and reactive troubleshooting limited the IT team’s ability to identify and resolve issues quickly. A lack of predictive analytics meant the system could not anticipate or prevent performance bottlenecks, leading to inconsistent service quality and longer downtimes.
1
Performance drops during peak hours due to limited scalability
2
Lack of real-time monitoring and proactive detection
3
Manual issue resolution delaying root-cause identification
4
No predictive insights to forecast traffic or detect anomalies
Solution
BCT implemented an AI-powered observability and monitoring framework to ensure proactive management and continuous optimization of the state’s e-Service portal. The solution integrated real-time monitoring, end-user experience tracking, and automated root-cause analysis. An AI-powered Cognition Engine provided predictive analytics to forecast demand spikes, behavioural insights to enhance UX, and automated alerting to eliminate false positives. Weekly AI-generated dashboards empowered IT leadership with performance intelligence and actionable insights for better decision-making.
Strategic value of the solution:
1
Real-time and end-user monitoring to track performance and UX
2
Predictive analytics to anticipate load spikes and optimize scaling
3
Automated root-cause tracing and alert management to cut downtime
4
Behavioural analytics to improve portal usability and design
5
Leadership dashboards for data-driven IT governance
Impact
The AI-led framework significantly enhanced performance, reliability, and citizen satisfaction. The portal achieved 60% faster response times and a 75% reduction in application errors, while maintaining 99.9% uptime even during peak usage. Predictive alerting and automated troubleshooting reduced Mean Time To Resolution (MTTR) by 45%, lowering manual effort by 20%. With improved speed, responsiveness, and user experience, the initiative led to a 25% rise in citizen satisfaction and an 18% increase in service completions.
1
Response time improved by 60% and errors reduced by 75%
2
99.9% uptime achieved, supporting 50K+ concurrent users
3
MTTR reduced by 45% and manual intervention by 20%
4
Citizen satisfaction up by 25% and completions up by 18%
By leveraging BCT’s AI-powered monitoring and analytics framework, the state government achieved faster, more reliable, and predictive service delivery. The solution provided complete visibility into application health, automated root-cause detection, and actionable insights to prevent outages before they occurred. The initiative not only improved operational efficiency but also set a new standard for data-driven, citizen-centric governance, laying the foundation for a future-ready e-Governance ecosystem built on intelligence and trust.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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