Rostelecom Case Study: How to Improve Service with Dashboards

Rostelecom


Rostelecom

How Polymatica helped to improve the quality of service for Unified Biometric System


THE OBJECTIVE

The Unified Biometric System (UBS) is a Russian federal digital platform that allows a person to be identified by their biometric characteristics. It is used for recognition of people both face-to-face and at a distance which is very important in the current situation. The system is designed to improve the safety of operations and make them more convenient.

After the launch of the UBS Rostelecom had discovered problems: the duration of registration of biometrics in banks had reached 40-50 minutes, and the system didn’t work accurately.

Strategic goals were set: to reduce the time of registration at the bank to 7 minutes, and to increase the success of registration to 97%. It was decided to create a monitoring system to track progress to these goals.

POLYMATICA'S ROLE WAS DEFINED AS WORKING WITHIN THE FOLLOWING REQUIREMENTS

Information security

Receive and process data from three federal systems with different SLA and different data processing methods, as well as from bank systems. At the same time, the systems are located in closed circuits with high security classes for storing and transmitting.

Working with Big Data

It required prompt processing of up to 1,500,000 transactions per day related to connection and use, and visualization of the resulting aggregates in a set of dashboards with obtaining detailed information (drill down) for each specific case.

Dashboard Designer

A user has an option to create his or her own dashboard quickly and without programming. A dashboard can be added both for all the banks in the system and for one specific bank in its personal account.

THE SOLUTION

The monitoring system of the UBS allows you to evaluate the effectiveness of its work, find and eliminate the causes of errors. The data collected by the monitoring system makes it possible to answer a number of strategically important questions: how new users are registered, how many people have already passed biometrics, what weaknesses are in the current system and make strategic decisions on the necessary changes based on the data provided from the system.

The following software was used to ensure the collection, processing and storage of initial data and the calculation of metrics indicators:
● Hadoop:

○ Yarn — as a program execution tool;

○ HDFS — as a file system for storing data.

● Hive — as a tool for implementing SQL queries;
● Spark — as a streaming data processing framework;
● Logstash — as a prefilter and router for data transmission;
● Filebeat — as a data collector agent.

For the analytical platform:
● Polymatica Analytics — an engine to proceed Big Data;
● Polymatica Dashboards — a tool to design dashboards;
● Pentaho — a tool for ETL;
● Docker container to roll out on-Premise.

THE RESULTS


THE RESULTS AFTER WORKING WITH POLYMATICA

Registration success increased to 99%

The system is already being used for banks, and there are plans for any services that require identification of a person’s identity, including government services. For such mission-critical applications, it is necessary to ensure the quality and stability of the service delivery. The objective was to demonstrate the highest quality of service. And the use of a stack of the best products on the market, designed to solve problems of this kind, made it possible to do it quickly and with relatively small resources.

Project result in numbers:

  • 232 banks and 13 397 branches are connected to monitoring. Information about the registration of citizens in the UBS comes to the monitoring system from all over the country.
  • The registration time was reduced to 6 minutes (plan was 7 minutes).
  • Registration success was increased to 98-99% (plan was 97%).

Kirill Pruntov, Data Manager at Rostelecom:
“The monitoring system helped to see the picture of what was happening in real time, the processes were promptly changed and corrected.

After the introduction of monitoring and analysis of errors, work was carried out with banks and the process of collecting biometric samples was adjusted, which makes it possible to reduce the number of errors in the third quarter compared to the second quarter of 2020: by photo – by 24%, by sound – by 34%. Currently, the number of registration errors has decreased by 87%, and the registration time has decreased by 8%. The set before the implementation of the monitoring system was overfulfilled: the registration time was reduced to 6 minutes (plan was 7 minutes), the success of registrations was increased to 98-99% (plan was 97%).”

A new level of visualization for internal and external users

To improve the quality of the registration process is important well-coordinated work of all participants in the interaction. The unique feature of this monitoring system provides both aggregate and detailed data for internal users at Rostelecom, as well as individual data through the bank’s personal account.

Internal users receive data in close to real time and can quickly respond to non-standard situations, for example, the occurrence of several dozen errors in the delivery of voice biometrics. External users – banks – have access to the same set of dashboard templates through the bank’s personal account, but for each, only relevant data from the prepared storefront is loaded according to the security policy.

Any user can create a new dashboard in a few minutes using a convenient designer.