Article
End-to-end observability
as the basis for accountability in digital government services
Author: Natig Piriyev, Business Development Manager, BAKOTECH
Digital government services no longer operate within a single system or organization.
Payments, taxes, fines, permits, document issuance, citizen validations — almost every public service today depends on third-party APIs: commercial banks, payment providers, registries, and other government agencies.
For citizens and regulators, the root cause of a failure is not relevant. Accountability always remains with the service owner.
A public service is considered unavailable not when an internal system goes down, but when a citizen does not receive a result — a confirmed payment, a status update, or an official document.
In reality, a single public service request often crosses three to five independent systems, each with its owner, SLAs, and operational model. Traditional monitoring stops at organizational boundaries. Once a transaction leaves internal infrastructure, visibility is lost, and responsibility becomes blurred.
Dynatrace addresses this challenge by providing true end-to-end observability across the entire public service chain, including third-party APIs. Every citizen request is traced as a single business transaction, even when it crosses organizational and technical boundaries.
On top of this visibility, Davis AI continuously analyzes data in real time to automatically detect abnormal behavior, identify the precise root cause of incidents, and distinguish real service degradation from operational noise. Issues are surfaced early, often before they impact large numbers of citizens.
This shifts operations from reactive, manual investigation to proactive, evidence-based control.
Whether a utility payment is processed through a commercial bank or a document request is routed to another government agency, Dynatrace provides a clear, factual view of what actually happened, and where.
For public institutions, this means reduced regulatory and operational risk, faster incident resolution, stronger audit readiness, and protected citizen trust.
Digital government ultimately runs on trust. And trust is built on accountability.
Owning a public service means owning its visibility — even beyond your infrastructure. With Dynatrace, observability becomes the foundation of accountability in digital government, not just another IT capability.