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SMART GOVERNMENT:EMPOWERING CITIZENS THRU COLLABORATIVE TECHNOLOGYMark J. Fletcher, ENPChief Architect – Worldwide Public Safety Solutions
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911
112999
000
114191
118
111
997 998
47
195190
CONTACTING EMERGENCY SERVICES
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WHAT’S THENUMBER?
WAITING IN AGENCY LINES
CONTACTING GOVERNMENT SERVIES
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WHAT’S THENUMBER?
WAITING IN AGENCY LINES
WEB ACCESSDEVICE MOBILITY
CONTACTING EMERGENCY SERVICES
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WHAT’S THENUMBER?
WAITING IN AGENCY LINES
WEB ACCESSDEVICE MOBILITY
CONTACTING GOVERNMENT SERVICES
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CONNECTING CITIZENSWITH GOVERNMENTSBridging the Communications Gap
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PROBLEM 1: THE WRONG ARCHITECTURE Services have dedicated numbers / trunks
– Engineered based on call volume for the service– Balanced based on call taker positions
Agencies are siloed and segregated– Each agency handles ONLY it’s own calls– No connectivity to other agencies
Inefficient design architecture– Minimal flexibility– Forced preplanning– Not cost effective resource management
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POLICEFIREMED
CITYSVCSASSIST
SOCIALSVCSHEALTH
ROADSIDEASSIST
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PROBLEM 2: KNOWING THE RIGHT NUMBER Local emergency numbers are well known
– Citizens view Government as a single agency– Assumptions are made that departments are
interconnected with each other
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911 112191
999 000POLICEFIREMED
ROADSIDEASSIST
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PROBLEM 2: TRAFFIC ENGINEERING Local emergency numbers are well known
– Citizens view Government as a single agency– Assumptions are made that departments are
interconnected with each other
While calls can be transferred . . .the initial line is not released– Traffic engineering is now impacted– Trunking / Staff ratios no longer match– Under-trunked at the transfer site– Over-trunked at the receiving site– Each call increases the imbalance
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POLICEFIREMED
ROADSIDEASSIST
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THE SOLUTION: HIGH BANDWIDTH SIP TRUNKS All government service access numbers live
in the Government Network Cloud Govt Network with scalable SIP trunks Trunk engineering replaced by Call
Admission Control (CAC)– Inter-Machine Trunks are plentiful and free
– Voice Paths– Data VLANs
– Each Agency now dynamically adjusts with Call Admission Control
– Based on Policy– Dynamically adjustable
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POLICEFIREMED
ROADSIDEASSIST
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INTERACTIVE SMART GOVERNMENT V.3.0ENABLING CITIZEN SERVICES
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CELLULAR LOCATION FILLED WITH TECHNOLOGY CHALLENGES Mobile devices only provide basic Caller ID
This is THE ONLY information passed from the device
Location is between the device to the MSC
555-1234AIS/TRUE WRLS41.115 -74.245
GovernmentAgency
SOSMobile SwitchingCenter / Carrier
Lat / Lon
555-1212
GPS
WiFi
RF
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CITIZENS EXPECT TO COMMUNICATE AND COLLABORATE
Increase Citizen Interaction Increase Detail of Feedback
Reduce Citizen Frustration Reduce Service Inefficiencies
Decrease Operational Costs
911
311
511211
EmailVoice
InteractiveCitizen Portal
$
TextVideo
POLICEFIREMED
WORLDHEALTH
ORG
LOCALGOVT
SERVICE
HWYTRAFFIC
INFO
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MULTI-MEDIA INFORMATION DELIVERED IN SECONDS
BROWSER TO BROWSERDATA CONNECTION
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VM
LOGICAL REFERENCE ARCHITECTURE FOR GOVT
CAD
GIS
TAX
UTILITY
PHONE
Internet
Virtual Machine
Any Device or Workstation
GovernmentData Center
Voice
SMS
HTML5 / WebRTC
Any HTML5 WebRTC Mobile Device
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THE WRONG WAY: GOV 311 (INFO) SERVICES TODAY
Driver must register to see the full features including pot hole reporting.
Traditional Smartphone App
2-5 minutes
Driver hits or sees a pothole
Driver pulls over to report it
Driver DLs Nassau Now App
Driver sees log in screen
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Driver needs to register
Driver likely quits and drives away
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MUNICIPAL SERVICES - TOMORROW
Driver hits or sees a pothole
Driver pulls over to report it
Driver calls Govt Agency
Agency sends URL
Agency gets detailed info
3030 Seconds
AVAYA Over The Top
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• Commuter see suspicions bag.• Calls help line• Call taker immediately see location of suspicious object• Call taker sees photo and/or real time video of area• Deploy specialists as required
See something, Say Something
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• Home owner or contractor has question about underground lines or pipes
• Calls help line• Call taker immediately see location of site• Call taker see photo and/or real time video of area• Deploy specialists as required
Utility ‘Mark Out’ Services
Preventative Services
Avoiding larger and more costly problems for citizens
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People likely are not going to down load an app in preparation for a breakdown they are hoping never need.
During a breakdown, a user would prefer not have to go through the steps of downloading the app.
iLoc8 communicates exact location, photos and video without an app.
Roadside Assistance Service
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On premise inspections arevery costly especially in remote areas. Adjusters can see photos, real time video and exact location cars homes and of damages.
People don’t to plan on having an accident…iLoc8 would validate location and photo of damages.
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Fans communicate disruptive guests, ask for location assistance or ask for medical help.iLoc8 directs security to correct section where video s surveillance can be engaged and stadium staff can be deployed.WebRTC could communicate location, photos and video without an app.
Stadium/Event service and security
iLoc8
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AVAYA TRANSFORM GIVT THOUGHT LEADERSHIP
“[Avaya] are true thought leaders in this environment”,Susan Lampard, President British APCO
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