How MBTA modernized incident response to reduce alert fatigue and improve collaboration

As citizens increasingly depend on robust online government services, state and local governments in the U.S. face pressure to modernize their digital infrastructure, evidenced by significant investments such as Virginia's $700 million in broadband and Texas's $900 million in cybersecurity upgrades. However, the shift towards digital transformation, including cloud migration, introduces complexities like managing hybrid infrastructures and technical debt, further strained by budget constraints and talent shortages. Highlighting a successful adaptation, the Massachusetts Bay Transit Authority (MBTA) demonstrated how using PagerDuty's incident management tools reduced alert fatigue and improved team dynamics, showcasing the necessity of modern solutions to streamline operations in public services.