DOR APMC4E Success
The Indiana Department of Revenue has been serving Indiana's diverse population and business community since 1947.
Indiana Department of Revenue
The Indiana Department of Revenue (DOR) is the state agency responsible for administering tax laws in the state of Indiana. The DOR provides an e-services portal that allows taxpayers to manage their taxes online, check payments, establish payment plans, check refunds and message customer services for assistance.
Pain Points
- Previously before APM, DOR had no way of saying what the true overall uptime was annually.
- DOR was not able to see issues on the horizon and had a reactive approach.
- The agency was unable to help IOT narrow down the areas that could be causing outages.
Our Soultion and Approach
- The Department of Revenue onboarded a dedicated APM team that collaborated closely with our application support teams to optimize our applications.
- The focus is ensuring that the dashboards are operational during working hours and displayed on TV monitors for easy monitoring.
- Alerts are being developed to keep teams informed during evenings and weekend hours, enhancing the ability to respond swiftly to any issues that arise.
Technology and Soultion Areas
- DOR has 43 applications and 90% of those applications will be using APM by January 1, 2025.
Success of Primary Objectives Accomplished
- The agency recently embarked on transitioning the largest tax application from physical servers to virtual servers, aiming to enhance efficiency and scalability. Given the impending tax season deadline, swift action was imperative. The diligent efforts of the APM team allowed the agency to promptly assess the situation and make strategic decisions to revert to physical servers, ensuring seamless operations just in time for the busy season.
