Governments around the globe are looking for ways to balance books while also answering the call to improve citizen engagement and trust through enhanced digital service delivery. But how can they achieve both?
A proven way to quickly reduce cost and increase customer experience is to add an application speed layer between user-facing systems and mainframe applications. Using this approach could potentially save millions of dollars.
We see financial institutions leveraging this approach to drive down costs and enhance the user experience. Royal Bank of Canada, for example, estimates a cost savings of C$2.4 million per year just in mainframe transaction (MIPS) fees. In addition, once in place, this capability allows services to deliver greater value through enhanced user experience. As a result, Royal Bank of Canada’s applications have become more responsive and can provide front-line staff with more relevant information faster.
We will examine how this pattern delivers value and why using Elastic provides the point of differentiation to make additional benefits possible.
Why create an application speed layer?
Studies done by customer-facing teams provide valuable insights to governments. For instance, Barclays Bank found that 85% of traffic from its top 25 transactions was read-only; Royal Canadian Bank showed a similar number at 80%.
Think about your own experience when using a digital government service. Once you log on, the system presents you with information about yourself, the services available to you, the list of your subscribed services, and an inbox of messages sent to you. These initial interactions are almost exclusively read-only. It is not hard to imagine that the 80/20 ratio for read/write transactions equally applies to government-delivered services.
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