26
© 2015 Avaya Inc. All right reserved SMART GOVERNMENT: EMPOWERING CITIZENS THRU COLLABORATIVE TECHNOLOGY Mark J. Fletcher, ENP Chief Architect – Worldwide Public Safety Solutions © 2015 Avaya Inc. All right reserved

Smart Government - Engaging Citizens

Embed Size (px)

Citation preview

Page 1: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved

SMART GOVERNMENT:EMPOWERING CITIZENS THRU COLLABORATIVE TECHNOLOGYMark J. Fletcher, ENPChief Architect – Worldwide Public Safety Solutions

© 2015 Avaya Inc. All right reserved

Page 2: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 2

911

112999

000

114191

118

111

997 998

47

195190

CONTACTING EMERGENCY SERVICES

Page 3: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 3

WHAT’S THENUMBER?

WAITING IN AGENCY LINES

CONTACTING GOVERNMENT SERVIES

Page 4: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 4

WHAT’S THENUMBER?

WAITING IN AGENCY LINES

WEB ACCESSDEVICE MOBILITY

CONTACTING EMERGENCY SERVICES

Page 5: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 5

WHAT’S THENUMBER?

WAITING IN AGENCY LINES

WEB ACCESSDEVICE MOBILITY

CONTACTING GOVERNMENT SERVICES

Page 6: Smart Government - Engaging Citizens

6© 2015 Avaya Inc. All right reserved

CONNECTING CITIZENSWITH GOVERNMENTSBridging the Communications Gap

Page 7: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 7

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

7© 2015 Avaya Inc. All right reserved

POLICEFIREMED

CITYSVCSASSIST

SOCIALSVCSHEALTH

ROADSIDEASSIST

Page 8: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 8

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

8© 2015 Avaya Inc. All right reserved

911 112191

999 000POLICEFIREMED

ROADSIDEASSIST

Page 9: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 9

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

9© 2015 Avaya Inc. All right reserved

POLICEFIREMED

ROADSIDEASSIST

Page 10: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 10

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

10© 2015 Avaya Inc. All right reserved

POLICEFIREMED

ROADSIDEASSIST

Page 11: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved

INTERACTIVE SMART GOVERNMENT V.3.0ENABLING CITIZEN SERVICES

Page 12: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1212

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

Page 13: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1313

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

Page 14: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1414

MULTI-MEDIA INFORMATION DELIVERED IN SECONDS

BROWSER TO BROWSERDATA CONNECTION

Page 15: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1515

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

Page 16: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1616

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

Page 17: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 17

Driver needs to register

Driver likely quits and drives away

Page 18: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 1818

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

Page 19: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 19

• 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

Page 20: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 20

• 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

Page 21: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 22

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

Page 22: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 23

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.

Page 23: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 24

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

Page 24: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 25

AVAYA TRANSFORM GIVT THOUGHT LEADERSHIP

“[Avaya] are true thought leaders in this environment”,Susan Lampard, President British APCO

Page 25: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 26

Page 26: Smart Government - Engaging Citizens

© 2015 Avaya Inc. All right reserved 27