crisis situations & communications with citizens: enabling local authorities and public...
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Crisis situations & Communications with citizens: Enabling Local Authorities and Public Administrations to provide new services to citizens
Alcatel Multimedia Citizens Call Centers and Security Solutions
Hradec Kralove , March 29th 2004
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 2
All rights reserved © 2004, Alcatel
Local Authorities & Government agenda
Citizen ServiceCitizen valueLower citizen costGreater availabilityCitizen centricityFewer, more effective interactionsSingle point of contact
e-Government
Source: Gartner, 2003
Operational EfficiencyLower service provision and overall costsLess headcountTransformationAchieving policy objectives
Political ReturnGreater participation“Digital Divide”Economic impactGreater transparency/ accountabilityMore effective policymaking
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 3
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How can Alcatel Help local Authorities & Governments
Improve efficiency
Enhance services to citizens
Bridge digital divide & Boost economic development
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 4
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Improve citizen satisfaction
• Reduce wait & service times
Reduce operational expenditures
• Optimize utilization of public funds
Enhance accessibility to information
• Anytime, anywhere access for communicating with constituents
Public Agencies: Contact Center Challenges
Improve communication between citizens & public agencies
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 5
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Service Level Requirements
Site 1Site 1 Site 2Site 2 HQHQ
Business
Service level expectations for customer’s interactions with Business’ or Public agencies are the same
Site 1Site 1 Site 2Site 2 HQHQ
Public
Agencies
Service levelService level
ExpectationsExpectations• 24x7 access24x7 access
• Consistent serviceConsistent service
• Fast service completionFast service completion
• Low wait timesLow wait times
• Multiple access channelsMultiple access channels
• Personalized servicePersonalized service
• One call resolutionOne call resolution
Citizen
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 6
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Alcatel Genesys SuiteReal-Time Interaction Suite
Inb
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Inte
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Wo
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Man
ag
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Sel
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Operating Environment
Framework Routing& Reporting
Enabling Applications
Human Interface & Adapters Integrated – enables
intelligent interactions
Open & proven – reduces cost of ownership
Scalable – allows growth & migration at own pace
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 7
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BetterInteractions
• Anytime, anywhere access
• Operational efficiency
• Balancing service with cost
BetterOperations
• Improved communications
• Emotional bond with citizens
• Satisfied citizens
BetterImage
• Personalized service
• Fast answers• First call
Resolution• Live support
and self help
Real-Time Interaction Value
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 8
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Federal/ Federal/ ProvincialProvincial
Pu
blic
Ag
en
cy
Pu
blic
Ag
en
cy
Application FocusApplication Focus
Internal Internal ProductivityProductivity
Citizen Citizen SupportSupport
Regional/ Regional/ Local Local
CommunitiesCommunities
• 311 Non-emergency services• 911 Emergency services• Parks & Recreations• Parking & Traffic enforcement• Permits & Licensing• Local Tax collection• Transportation services• Utilities, Streets & Sanitation
• Benefits• Employee Travel• Employee & Dept. Locator• Internal Help Desk• Unified Communications• Voice activated Dialing
• Child Welfare• Game & Wildlife• Health Administration• Justice & Public safety• Patent & Trademark• Postal Services• Social Services• Tax & Revenue
• Benefits• Employee Travel• Employee & Dept. Locator• Internal Help Desk• Unified Communications• Voice activated Dialing
Government & Local Authorities Solution Map
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 9
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311 Application – City of New York
Background
• City maintains more than 40 help lines with 11 pages of listings in Yellow pages
• Created a single, integrated channel through which all of the city’s non-emergency services can be accessed
– Directory assistance for local government offices– Information requests about specific processes or
services – from fixing potholes to arranging for sanitation pick-up
• Deploys Alcatel Genesys Enterprise Routing and Workforce Management solutions
ROI
• Improved operational efficiency by using lower-cost service delivery channels
• Reduced the number of transferred and lost calls • Increased agency productivity and responsiveness
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 10
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City of Lyon : Lyon Direct : new services to citizens
ONE phone number to call
Main Call Center
Routing Engine
· Directory assistance requests for city office phone numbers, addresses or office hours.· Information requests about specific processes or to acquire information or publications.· Requests for a broad range of services, from fixing potholes or acquiring a birth certificate to arranging for sanitation pick-up.
Coordination of voice and data transfersWorkforce managementAgent selectione.g. data pop up according to request type
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 11
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Child Support Agency, Australia
Background
• Government Agency facilitating payment of child maintenance between separated parents
• 2200 Genesys enabled staff in 19 locations • Client relationship management/knowledge worker
environment • 700,000 active clients and 4 million calls per year • Deploys Genesys Enterprise Routing and complex CTI
with CRM applications
ROI• 80% reduction in total transferred calls• 12% reduction in failed transfers• 15% increase in calls resolved in IVR
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 12
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State of Washington - Department of Employment Security
Background
• 300 to 450 agents across 3 contact centers• Handling 30,000 to 50,000 calls per week (peak volume)• Deploys Genesys Enterprise Routing and Workforce
Management solutions
ROI• Agent talk time reduced from 805 seconds to 504 seconds
per call• Telecommunication expenses reduced by $27,000/month. • 75% decrease in customer complaints• 97% agent utilization rate during peak seasons• Increase in number of calls answered from 16% to 45%• Reduction in number of calls deflected due to high volume
messages or busy signals from 84% to 28%
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 13
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TRAFFIC SYSTEMTRAFFIC SYSTEMTRAFFIC SYSTEMTRAFFIC SYSTEM
The security challenge
MASS MASS TRANSPORTATIONTRANSPORTATION
MASS MASS TRANSPORTATIONTRANSPORTATION
PARKSPARKSPARKSPARKS
BUILDINGSBUILDINGSBUILDINGSBUILDINGS
STREETSSTREETSSTREETSSTREETSOIL & GASOIL & GASOIL & GASOIL & GAS
AIRPORTAIRPORTAIRPORTAIRPORT
TRAIN TRAIN STATIONSTATIONTRAIN TRAIN
STATIONSTATION
AMBULANCEAMBULANCEAMBULANCEAMBULANCE
POLICEPOLICEPOLICEPOLICE
FIREMENFIREMENFIREMENFIREMEN
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 14
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Solutions specifics related to various environments
Data acquisition / transmission / Data Data acquisition / transmission / Data processingprocessing
Behavior analysisBehavior analysisBehavior analysisBehavior analysis
On board Vehicle
aggressionaggressionaggressionaggression
ParkingParkingHighwayHighway BordersBorders
Pipe-LinesPipe-Lines
lootinglootinglootinglooting
Counter wayCounter wayCounter wayCounter way
Emergency laneEmergency laneEmergency laneEmergency lane
Slow/quick trafficSlow/quick trafficSlow/quick trafficSlow/quick traffic
detectiondetectiondetectiondetectionDouble laneDouble laneDouble laneDouble lane
Quick dropQuick dropQuick dropQuick drop
Pot. thiefPot. thiefPot. thiefPot. thief
sabotagesabotagesabotagesabotageTraffic lightsTraffic lightsTraffic lightsTraffic lights
Precise Counting Precise Counting Precise Counting Precise Counting
AirportAirport
luggageluggageluggageluggage
Screening zoneScreening zoneScreening zoneScreening zone
automated counting + automated counting + intrusionintrusion
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 15
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Audio+video surveillance
MaintenanceControl
Voice w/ remote
Security InformationTravelers Information
Targeted advertisementsBreaking news
Manual alarm local or central use
From the insideOr outside
Trigger
automatic behavior
interpretation
Automatic alarm
(noise/zone)
RemoteLocation
TelecommunicationsServices
Transmission Network
Control Center
Telecommunications
Services
High Speed Internet
Interactivity/real time/remote locations+various services-? networkS
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 16
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Alcatel end-to-end delivery for Security
Centralized ControlCentralized ControlUnified Transmission
Unified Transmission
Turnkey Project management
Diverse Far endDiverse Far end
Public Address
DVR
GPSCameras (I) Alarms(I) ECP
Alarms(O)
Passenger Information Display
Phone set PDA laptop
Configuration
Wall of display
Radio Network
FixedNetwork
INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance
INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 17
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Alcatel Unique Business Value for CCTV
Bottom up: CCTV as an application on civil Bottom up: CCTV as an application on civil worksworksRight of ways / Fiber layout / network Right of ways / Fiber layout / network survey survey Digital CCTV breakthrough!Digital CCTV breakthrough!Digital CCTV breakthrough!Digital CCTV breakthrough!
Before…Before…Before…Before…
•1 network: “VoIP” like : Video over IP•One data pipe instead of a dedicated network •Standard technology / monitors /cabling / management / switching capacity
•New services:•Recordings: volume of tape vs. HD, video quality, labeling, search an event, maintenance of the base, replacing old tapes, replacing tapes breaks the recording, read and write simultaneous, manageability of the error cases, central management, security seal make it valid for court evidence…. A lot of benefits! data and video mix in the control center (geo localization, interoperability with all the telecommunications and IT solutions, etc…)
•Cheaper OPEX: More cameras/Less agents ; power consumption
•1 network: “VoIP” like : Video over IP•One data pipe instead of a dedicated network •Standard technology / monitors /cabling / management / switching capacity
•New services:•Recordings: volume of tape vs. HD, video quality, labeling, search an event, maintenance of the base, replacing old tapes, replacing tapes breaks the recording, read and write simultaneous, manageability of the error cases, central management, security seal make it valid for court evidence…. A lot of benefits! data and video mix in the control center (geo localization, interoperability with all the telecommunications and IT solutions, etc…)
•Cheaper OPEX: More cameras/Less agents ; power consumption
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 18
All rights reserved © 2004, Alcatel
Penny’s Bay Line in Hong-Kong MTRC
Independent railway between YAO and Disney park
Unique track; 4 Km including 1500m tunnel between 2 stations
3 trains * 4 cars
Driverless shuttle
Max speed: 110 km/h
Trial sectionTrial section
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 19
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Network design
Fixed: Access
Ethernet
Wired: On board Wi-Fi + onboard cabling
Wireless: wayside
Wi-Fi AP
Fixed: Backbone Ethernet /SDH/SONET
Control Center
4 Network Levels
StationStationStation
StationStation
Station
StationStation
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 20
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AP#1AP#2AP#3AP#5AP#6
KowloonStation
Hong KongStation
230 m 180 m 510 m 170 m
1.5 Km out of 4 km
Fixed ground network
2 cameras/car + 1 on board PC + 1 PC in Kowloon2 field trials:July: 600 kbps video.September: 2 Mbps video + data; seamless handover
AP#4
180 m
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 21
All rights reserved © 2004, Alcatel
GIF: Main control center in Saragoza
TEC 1TEC 1 TEC 2TEC 2 TEC 3TEC 3 TEC 4TEC 4 Supervis.Supervis. Salle CriseSalle Crise
AdministratorAdministrator
Video ServerVideo Server
CODECCODECOMNI
SW
ATM
100BT
ATM
100BT
ATM
100BT
4 monitors 4 Monitors 4 Monítors 4 Monítors 4 Monítors 4 Monítors
15 Monítors
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 22
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ServicesServices
Integrated Communication SolutionIntegrated Communication Solution
LogicielsLogicielsEquipmentsEquipments
Service Offering : Systems & Software Integration
• Engineering - integration
• Procurement• Installation• Maintenance• Project management
• Engineering - integration
• Procurement• Installation• Maintenance• Project management
• Alcatel• External suppliers• Alcatel• External suppliers
• Alcatel• External suppliers• Alcatel• External suppliers
Turnkey solutionTurnkey solution Specific Systems(voice, security,
…)
Specific Systems(voice, security,
…)
Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 23
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Delivering in
130 countries
Delivering in
130 countries
16.5 billion euros in sales
13.5% invested in R&D
16.5 billion euros in sales
13.5% invested in R&D
N°1 Enterprise Contact Center Software Worldwide N°1 Enterprise IP-PBX in Europe N°1 ADSL Worldwide N°1 Optical Networking DWDM Worldwide N°1 Intelligent Networks & Pre-paid Worldwide N°1 Satellite in EuropeN°3 GSM/GPRS/3G Worldwide, fastest growing market share in radio
Alcatel