BUSINESS CHALLENGE

The client required support to ensure its key digital services, including the 2021 Census website, internal applications, and Call Centre platforms, could withstand peak load conditions.

With the 2021 Census approaching, client anticipated extremely high traffic volumes and self-service form submissions during peak hours. Additionally, the Call Centre tools, including CAT and internal/external knowledge bases, needed to maintain performance under concurrent user loads.

The client sought dynamic, on-demand performance testing resources to:

• Validate system stability and responsiveness during the peak Census period.
• Identify performance bottlenecks in both web and internal applications.
• Support load and stress testing of Call Centre platforms and self-service solutions.
• Provide actionable insights and recommendations to ensure a smooth user experience and operational continuity during high-demand periods.

STRATEGIC SOLUTION

Adactin partnered with the client to deliver a comprehensive performance management programme, combining load testing, stress testing, and performance monitoring for Census and Call Centre applications.

Census 2021

• Redesigned and migrated the cleint’s Census website to optimise performance under high traffic conditions.
• Prepared and optimised internal applications to handle peak load during Census night, ensuring smooth self-service submissions.
• Implemented new paper scanning software and integrated it into the testing framework to validate system performance end-to-end.
• Simulated peak-hour load scenarios, replicating the expected concurrent traffic during the Census.

Client Call Centre

• Developed load test suites for the Call Centre platform (CAT) and both internal and external knowledge base solutions.
• Conducted platform-level testing for forms, self-service processes, and knowledge base access.
• Simulated concurrent usage patterns to ensure reliable Call Centre operations during high-demand periods.

Performance Testing Framework

• Executed tests using Micro Focus LoadRunner, LoadRunner Cloud, and JMeter on Storm Runner, providing flexibility across web and enterprise systems.
• Created over 140 load generators and 1,000 unique scripts and data files, distributed across five concurrent scenarios.
• Developed scripts to process millions of log file entries, producing aggregate response time reports and trend analyses for ABS stakeholders.
• Generated load tests capable of handling over 407 peak submissions per second (PS), executed across 22 JMeter instances and 11 injectors to simulate realistic Census night conditions.

BUSINESS OUTCOMES

The engagement delivered measurable improvements in system performance, scalability, and operational readiness for the client:

• Peak Load Readiness: Successfully simulated Census-night traffic and Call Centre usage, ensuring platforms could handle high concurrent loads without performance degradation.
• Actionable Insights: Provided detailed feedback and recommendations on bottlenecks, response times, and scalability issues, enabling client to optimise systems before peak events.
• Robust Test Automation: Developed a repeatable and scalable load testing framework capable of supporting future high-demand events.
• Comprehensive Reporting: Generated aggregate reports, trend graphs, and performance analytics, providing clear visibility into system health for decision-makers.
• Operational Confidence: The client gained assurance in system stability and responsiveness, ensuring a smooth user experience for the public and Call Centre staff during the Census.