Transcript Emerging Technology Tools for Improved Constituent Services

THE OFFICE OF THE FUTURE
Emerging Technology Tools for
Improved Constituent Services
Tony Rybczynski
November 2007
1
“The Office” Circa 2007…
…a brick & mortar building providing
employees with access to desks,
conference rooms and co-workers
TODAY …
Structured work schedules (M – F)
Standardized work hours (9 – 5)
Water cooler-collaboration
Tethered computers & telephones
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Change Agents
> Need for improved disaster responsiveness
(FEMA/Hurricane Katrina)
> Business continuity demands, post 9/11
> State & Local budget shortfalls
> Shrinking workforce dynamics - increasing
demands
> Information sharing requirements across
agencies
> Cross agency collaboration demands
> Next generation employee technology
expectations
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David Pogue’s Keynote:
Five Technologies To Watch
1.
2.
3.
4.
5.
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VOIP
TV on demand
Hi-Def
RFID
Web 2.0 – participatory web
Five Technologies To Watch
….. And The Office of The Future
1. VOIP- First phase in
convergence
2. TV on demand- Niche
opportunity
3.
Hi-Def- Telepresence
4. RFID- “Everything will be
connected”
5. Web 2.0 – Enterprise social
networking
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6. Accelerating Government Through
Unified Communications
Applications & Services
Enterprise
6
Service Provider
> Unified user experience (mobile and fixed)
> Multimodal communications around presence
> Integration with desktop apps and directories
> It’s all software
Bits per second
10 GbE
(Exponential Scale)
Economic Bandwidth
7. Mobilizing Government
Edholm’s Law of Bandwidth
1 GbE
Billion
100 Mb/s
Ethernet
10 Mb/s
2.94 Mb/s Ethernet
Ethernet
802 .11n
802 .11a/g
802.11b
MIMO
Million
UMTS
9600>b/s modem
110-b/s Hayes
modem
Thousand
56 Kb/s
modem
Wide-area paging
First alphanumeric pager
1976
1984
1992
56 Kb/s
modem
Ricochet
radio modem
28.8 Kb/s
modem
2000
Time
Wireless will replace wired in many
environments
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2008
These Are All Elements of “Hyperconnectivity”
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Anything that can be connected and would benefit
from being connected will be connected
Technology
has to take
you where
you want to
go
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Opportunities Through Hyperconnectivity
Area
Personal
productivity
Group
productivity
Government
productivity
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Opportunities
Consistent quality of experience across devices
and modes of communications
Shorter time to product, service and problem
resolution through rich collaboration, reaching
experts wherever they are
Accelerated processes through
communications-enabled applications,
eliminating human latency
Asset
utilization
Energy efficiencies through building management
systems; lower costs through asset tracking systems;
lower risk through enhanced security and compliance and
better governance
IT
effectiveness
More for less through software-centric
communications solutions and dramatically
simplified newtorking
Enterprise Communications Evolution
Towards The Office of the Future
Business Optimized Communications
VoIP
Phase 1
Network
Convergence
Phase 2
Communications
Convergence
Phase 3
Business Application
Convergence
IP Telephony
Unified Communications
Communications Enabled
Applications
(SIP)
(SOA)
(IP)
Network
Consolidation
TCO &
Virtualization
Converged
Data Network
Multimedia
Applications
Anywhere
Anytime
Any Device
Consistent
Experience
Person/Group
Productivity
Evebt Initiated
Simplicity &
Effectiveness
Business
Productivity
Business Optimized Network
Value
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User Initiated
Unified Communications- Bringing
Communications and IT together Via Software
Joint Technology collaboration and 3-year roadmap
• Integration of Nortel business-grade telephony and Multimedia
Conferencing with Microsoft OCS and Exchange Unified
Messaging
• Microsoft technology embedded in UC branch Secure Router
Go to Market
• 300+ Customer wins with 900,000+ licenses
• 100+ Demo facilities
Services
• Nortel Services is Microsoft Gold Partner Certified
• Jointly-staffed Collaboration Centers
Streamlined communications and
Improved Government Effectiveness
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Gartner Magic Quadrant for Unified
Communications, 2007*
Magic Quadrant for Unified Communications,
2007; Bern Elliot, August 20, 2007
“This Magic Quadrant graphic was
published by Gartner, Inc. as part of a
larger research note and should be
evaluated in the context of the entire
report. The Gartner report can be viewed
at:
http://www.nortel.com/promotions/magic_q
uadrant_2007/index.html .”
*The Magic Quadrant is copyrighted 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure
against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted
in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant.
The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims
all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a
particular purpose.
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Communications Enabled Government
Processes in the Office of the Future
Phase 3
Business Application
Convergence
Communications
Enabled Applications
(SOA)
User
Initiated
Event
Initiated
Simplicity &
Effectiveness
Business
Productivity
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> UC session initiation from business
applications to accelerate exception
handling
> UC notification built into business
processes to reach out to key
stakeholders in the most effective and
timely fashion
> New context and location aware
applications
Eliminating Human delay impacting
85% of business processes (Gartner)
Customer Quotes
"The Superdome's restoration after Hurricane Katrina is a great symbol
of rebirth for New Orleans. Working with Nortel and Cohesive
Connections, we rebuilt the Dome as one of the most technologicallyadvanced sports facilities in the world, bringing the games closer to the
fans through use of wireless, digital and online technology."
> David Stewart, Regional Manager of Technology for SMG
Management, Louisiana Superdome
"We chose Nortel's solution after a rigorous selection process that included
extensive 'proof of concept' testing of the industry's top IP vendor offerings.
The strong working relationship we have forged with Nortel will be integral to
our efforts to enhance society by creating, collecting and distributing highquality news, information and entertainment."
> David Thurm, VP and CIO, The New York Times Company
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US Social Security Agency
> a 10-year, US$300 million contract for its Telephone Systems
Replacement Project (TSRP).
> 1,600 SSA field offices and 55,000-agent contact center with carrierclass unified messaging and comprehensive interactive voice
response (IVR) capabilities.
> Extensive security capabilities to protect citizen information
> Support for disabled users
> Converged voice and data IP network will enable a high-quality citizen
service experience
> Nortel Government Solutions team providing VoIP hardware, software,
integration and deployment services for SSA
> Built on experience from a number of major VoIP transitions for U.S.
Government customers worldwide, including the U.S. Air Force and
the Department of Defense.
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Opportunities For The Government
Office of the Future
Queens
> Virtual 311 call centers
• with seamless integration with nyc.gov;
• of voice, fax, web and email contacts,
• With access to experts anywhere and
Brooklyn
Government
network
> More effective Human and Health Services
through anytime, anywhere
communications
Manhattan
> Centralization and virtualization of
government services
> Improved and more effective applications
for emergency response team assembly
through locations/skills tracking
Bronx
Staten Island
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> Improved collaboration across city hall
departments through on-demand
multimedia conferencing
> Enhanced government continuity through
mobility and unified communications
Our Mission
Services
>Improving How
Governments
Communicate and
Collaborate
Wired
>Improving How
Governments Serve
Citizens, Businesses and
Trading Partners
>Protecting Government
Information, Critical
Infrastructure and Key
Assets
Enterprise
Carrier
Infrastructure
>Keeping Government
Running
The Office Of The Future
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Applications
Wireless
Questions
Thank you.
http://blog.tmcnet.com/the-hyperconnected-enterprise/
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