Translink: End-to-end observability for seamless travel
Ensuring reliable public transport transactions through real‑time, end‑to‑end visibility
At a glance
Outcomes
- End‑to‑end visibility across the public transport transaction chain
- Faster disruption diagnosis, reducing investigation time from hours to minutes
- Improved service reliability for millions of daily users
- Unified dashboards enabling data‑driven decisions
Dynatrace gives us clear insight into our complex business processes and the underlying IT landscape. As a result, we have better control over these processes and have been able to reduce both the number and duration of disruptions. Atos has strongly supported us in configuring these insights within Dynatrace.
Thijn Mertens and Eva Berkhout
IT operations Translink
Client Challenge
Translink is responsible for processing millions of public transport transactions per day in the Netherlands and plays a central role in the transition from the OV-chipkaart system to the OVpay payment system, while remaining responsible for processing public transport transactions across the chain.
Translink operates within a highly complex hybrid IT landscape, consisting of multiple cloud platforms, its own data centers and a large number of involved vendors.
Due to this complexity, there was a need for a clear and integrated overview of process performance and the availability of Translink services, with the following objectives:
- End-to-end visibility across the entire transaction chain
- Fast and objective root cause analysis in case of disruptions to the service
- Unified insight for both IT operations and product and business teams
- Data-driven validation of issues within customer journeys, such as the OVpay app
Translink was looking for a single observability platform capable of bridging this complexity and providing visibility across applications, infrastructure and user experience.
Solution
Atos supported Translink in implementing and configuring the Dynatrace observability platform as the central solution for end-to-end monitoring. The implementation consisted of:
- Delivery of the Dynatrace Platform Subscription (DPS) licenses
- Implementation of Dynatrace OneAgent across the full transaction chain
- Customization of the Dynatrace environment tailored to Translink’s public transport transaction chains
- Development of custom dashboards for different stakeholders, including IT operations, delivery managers and product teams
- Configuration of end-to-end transaction monitoring for critical systems, such as the transaction chains, the inspection system and the OVpay app
- Support in translating technical data into actionable business insights
This enabled Translink to track transactions from start to finish, including performance metrics, errors and user experience.
Business Benefits
Through the Dynatrace implementation delivered by Atos, Translink achieved:
- Full end-to-end visibility into complex public transport transaction chains
- Faster issue detection and root cause analysis based on data rather than assumptions
- Improved collaboration between IT and business through shared dashboards and insights
- Enhanced user experience through insight into performance and crashes of the OVpay app
- Greater control and predictability within a complex, multi-vendor IT landscape
Dynatrace now forms a fundamental component of Translink’s observability strategy, with Atos acting as the implementation and delivery partner.
Why Atos
Partnering with Atos enabled Translink to move from fragmented monitoring to a centralized, intelligent observability approach. Atos brought:
- Deep expertise: proven delivery of Dynatrace and ServiceNow integration across complex, hybrid and multi-vendor environments
- End-to-end integration of cloud platforms, on-premises systems and critical applications into a single platform
- Business-focused delivery: turned telemetry into actionable insights
- Proven methodology: structured observability adoption with AI-driven insights
- Ongoing partnership: continuous optimization and innovation
Dive Deeper
Atos and Dynatrace
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