I&T Solution

Solution Description

Business Needs / Challenges:

Rising online traffic and complexity in protecting citizen trusts

Secure, reliable, and fair digital services are essential to maintaining citizen trust. Whether applying for licences, accessing services, registering for programs, or receiving benefits, citizens expect access to be managed fairly and securely.

As digital public service adoption grows, so do the challenges of delivering it. Traffic volume, complexity, and unpredictability continue to increase. Peak-demand events can generate sudden surges that overwhelm systems and block access to critical services. At the same time, more traffic is automated, including bots, scrapers, agentic AI, and abusive scripts that consume capacity, distort demand, and undermine fair access.

Visibility and control gap

While CDNs, WAFs, and identity platforms provide important protection, they are not designed to continuously determine:

·        Who should access a service

·        Under what conditions

·        At what rate

As a result, agencies often lack a centralised control layer for managing online traffic in real time.

Challenges during peak demand

This gap is most evident during traffic spikes. When demand exceeds the capacity of backend systems, third-party services, or operational processes, autoscaling may not respond quickly enough, while pre-scaling for infrequent peaks can be costly. Without real-time traffic orchestration, agencies are left choosing between outages, expensive overprovisioning, or uncontrolled access where bots and the fastest connections gain advantage over citizens. The consequences extend beyond technology failures. Contact centers become overwhelmed, operations are disrupted, leadership demands answers, and trust in digital services is weakened.

Limited traffic intelligence

Many IT and security teams also lack continuous visibility into traffic behavior. Without accurate traffic intelligence, agencies have limited insight into who is accessing services, where malicious traffic originates, and when abnormal patterns emerge. This reduces their ability to respond effectively, make informed decisions, and maintain an auditable record of access management.

Expected Outcomes:

Managing demand before systems fail

Queue-it's Online Traffic Orchestration (OTO) platform continuously monitors incoming traffic and automatically regulates access when demand exceeds safe thresholds. Excess visitors are placed in a transparent waiting room and admitted at a controlled rate, preventing overload, filtering malicious traffic, and providing citizens with an orderly access experience rather than error messages.

Intelligent traffic orchestration

Through a single management platform, agencies can make real-time traffic-control, including:

·        Prioritising approved user groups

·        Applying waiting rooms selectively

·        Redirecting suspicious traffic

·        Blocking known threats

This reduces the need for manual intervention, emergency scaling, and reactive incident response during peak-demand events.

Advanced bot & abuse protection

Queue-it complements existing cybersecurity investments through AI-powered detection capabilities developed with industry partners. By analysing behavior, traffic patterns, and request characteristics in real time, malicious traffic can be blocked, challenged, or redirected without affecting legitimate users. Acting as a control point before traffic reaches applications, Queue-it reduces exposure to automated attacks and strengthens existing protections such as CDNs, WAFs, and identity platforms.

Traffic intelligence and operational insight

The platform provides real-time visibility into traffic volumes, bot activity, queue usage, and visitor behavior. These insights help teams identify suspicious activity, support incident response and auditing, and improve long-term capacity planning through clear operational and executive reporting.

Proven operational outcomes

Queue-it has delivered measurable benefits across more than 1,000 organisations worldwide. Reported outcomes include:

·        100% uptime during peak-demand events

·        38% average reduction in server scaling costs

·        35% average reduction in bot-mitigation costs

·        51% reduction in on-call staffing requirements

·        81% reporting fairer visitor access

The result is greater service resilience, operational efficiency, and citizen confidence while maximising existing cloud, security, and identity investments.

Enterprise-grade governance and reliability

Queue-it is designed for enterprise sector requirements, including:

·        Multi-region cloud architecture with automated failover

·        24/7 global support

·        ISO/IEC 27001, 27017, and 27018 certifications

·        Audit logging and role-based access controls

·        SSO/SAML integration

·        Broad connector ecosystem and server-side/mobile SDKs

These capabilities enable agencies to deploy the solution quickly and securely within existing environments.