Dynatrace provides Dutch Translink insights into complex processes in public transport transactions

"Translink is a highly IT-driven organization that outsources much of its development work and operations to various suppliers. Each of these suppliers works on their own part of the entire chain. The infrastructure consists of a mix of AWS, Google Cloud, Azure, Oracle Cloud, and proprietary data centers. The technologies used also differ per component. "We have a multi-everything environment," says Ten Hagen. Within that complex environment, Translink wanted to implement a single observability tool to gain a clear overview of how all processes work."

"Translink is in the midst of a transition from the OV-chipkaart to OVpay. The OV-chipkaart, based on Mifare technology, was introduced in 2007 and is now due for replacement. The OV-chipkaart system primarily operates in batch mode. Data is collected and processed at night. Problems can often be resolved the next day without any immediate consequences for passengers or public transport companies."

"This will change with the introduction of OVpay, which allows passengers to check in and out with a debit card, credit card, or mobile phone, and with the new OV pass, which, unlike the OV chip card, uses the same EMV technology as the debit card. "We have a whole new technology stack behind this route. There are new business processes with new requirements," explains Ten Hagen. For example, passengers expect to be able to view their journey immediately, correct a missed check-in themselves, and"

Translink processes millions of public transport transactions daily and is transitioning from the Mifare-based OV-chipkaart to OVpay and a new OV pass using EMV technology. The OV-chipkaart system has operated in batch mode with nightly data processing and delayed problem resolution. OVpay introduces real-time requirements, allowing check-in/out with debit, credit, or mobile devices, immediate journey visibility, and passenger self-correction of missed check-ins. Translink operates a heterogeneous 'multi-everything' infrastructure across AWS, Google Cloud, Azure, Oracle Cloud, and proprietary data centers. Development and operations are largely outsourced across multiple suppliers. Translink implemented Dynatrace observability to gain a single, clear overview of complex processes and product availability.

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