Transcript Alcatel, the Digital Divide and e government

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
Local Authorities & Government agenda
Citizen Service
Citizen value
Lower citizen cost
Greater availability
Citizen centricity
Fewer, more effective interactions
Single point of contact
Operational Efficiency
Lower service provision and overall
costs
Less headcount
Transformation
Achieving policy objectives
e-Government
Political Return
Source: Gartner, 2003
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 2
Greater participation
“Digital Divide”
Economic impact
Greater transparency/ accountability
More effective policymaking
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How can Alcatel Help local Authorities & Governments
Improve efficiency
Enhance
Bridge
services to citizens
digital divide &
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 3
Boost
economic development
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Public Agencies: Contact Center Challenges

Improve citizen satisfaction
• Reduce wait & service times
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Reduce operational expenditures
• Optimize utilization of public funds
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Enhance accessibility to information
• Anytime, anywhere access for communicating with constituents
Improve communication between citizens & public agencies
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 4
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Service Level Requirements
Service level
Expectations
Citizen
•
24x7 access
•
Consistent service
•
Fast service completion
•
Low wait times
•
Multiple access channels
•
Personalized service
•
One call resolution
Business
Site 1
Site 2
HQ
Public
Agencies
Site 1
Site 2
HQ
Service level expectations for customer’s interactions
with Business’ or Public agencies are the same
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 5
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Alcatel Genesys Suite
Real-Time Interaction Suite
Human Interface
& Adapters
 Integrated – enables
intelligent interactions
migration at own pace
Framework
Routing& Reporting
Operating Environment
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 6
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Self Service
Workforce
Management
 Scalable – allows growth &
Internet
cost of ownership
Inbound
 Open & proven – reduces
Outbound
Enabling Applications
Real-Time Interaction Value
Better
Interactions
• Personalized
service
• Fast answers
• First call
Resolution
• Live support
and self help
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 7
Better
Operations
• Anytime,
anywhere
access
• Operational
efficiency
• Balancing
service with
cost
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Better
Image
• Improved
communications
• Emotional bond
with citizens
• Satisfied
citizens
Public Agency
Government & Local Authorities Solution Map
Federal/
Provincial
Regional/
Local
Communities
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Benefits
Employee Travel
Employee & Dept. Locator
Internal Help Desk
Unified Communications
Voice activated Dialing
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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
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311 Non-emergency services
911 Emergency services
Parks & Recreations
Parking & Traffic enforcement
Permits & Licensing
Local Tax collection
Transportation services
Utilities, Streets & Sanitation
Internal
Productivity
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 8
Application Focus
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Citizen
Support
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 & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 9
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City of Lyon : Lyon Direct : new services to citizens
ONE
phone number to call
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.
Main Call
Center
Coordination of voice and data transfers
Workforce management
e.g. data pop up according to request type
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 10
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Agent selection
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 & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 11
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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 & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 12
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The security challenge
AMBULANCE
MASS
TRANSPORTATION
BUILDINGS
AIRPORT
POLICE
TRAFFIC SYSTEM
TRAIN
STATION
PARKS
FIREMEN
OIL & GAS
STREETS
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 13
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Solutions specifics related to various environments
Data acquisition / transmission / Data processing
Behavior analysis
Airport
automated counting + intrusion
On board Vehicle
aggression
looting
Parking
Double lane
Highway
Borders
Counter way
Quick drop
Emergency lane
Pot. thief
Slow/quick traffic
Traffic lights
Precise Counting
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 14
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luggage
Screening zone
detection
Pipe-Lines
sabotage
Interactivity/real time/remote locations+various services-?
networkS
Remote
Location
Telecommunications
Transmission
Network
Telecommunications
Services
Services
Control
Center
Maintenance
Control
Voice w/ remote
High Speed Internet
local or central use
Manual alarm
Audio+video
surveillance
Trigger
From the inside
Or outside
Security Information
Travelers Information
Targeted advertisements
Breaking news
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 15
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Automatic alarm
(noise/zone)
automatic
behavior
interpretation
Alcatel end-to-end delivery for Security
Turnkey Project management
INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance
Alarms(I)
ECP
Cameras (I)
Alarms(O) GPS
Fixed
Network
Radio
Network
DVR
Wall of display
Configuration
Passenger
Phone
Information Display set PDA laptop
Public Address
Diverse Far end
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 16
Unified Transmission
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Centralized Control
Alcatel Unique Business Value for CCTV
Before…
Bottom up: CCTV as an application on civil works
Right of ways / Fiber layout / network survey
Digital CCTV breakthrough!
•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 & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 17
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Penny’s Bay Line in Hong-Kong MTRC
Independent railway between YAO and Disney park
Driverless shuttle
Unique track; 4 Km including 1500m tunnel between 2 stations
3 trains * 4 cars
Max speed: 110 km/h
Trial section
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 18
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Network design
4 Network Levels
Fixed: Backbone
Ethernet /SDH/SONET
Control Center
Station
Station
Station
Station
Station
Station
Station
Station
Fixed: Access
Ethernet
Wireless: wayside
Wi-Fi AP
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 19
Wired: On board
Wi-Fi + onboard cabling
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Fixed ground network
2 cameras/car + 1 on board PC + 1 PC in Kowloon
2 field trials:
July: 600 kbps video.
September: 2 Mbps video + data; seamless handover
230 m
AP#6
180 m
AP#5
180 m
AP#4
Kowloon
Station
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 20
510 m
AP#3
1.5 Km out of 4 km
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170 m
AP#2
AP#1
Hong Kong
Station
GIF: Main control center in Saragoza
4 monitors
4 Monitors
TEC 1
TEC 2
4 Monítors
4 Monítors
4 Monítors
4 Monítors
ATM
100BT
TEC 3
TEC 4
Supervis.
Salle Crise
15 Monítors
CODEC
ATM
OMNI
SW
100BT
ATM
Video Server
100BT
Administrator
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 21
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Service Offering : Systems & Software Integration
Equipments
Logiciels
Services
• Alcatel
• External suppliers
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•
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•
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Engineering - integration
Procurement
Installation
Maintenance
Project management
• Alcatel
• External suppliers
Integrated Communication Solution
Turnkey solution
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 22
Specific
Systems(voice, security, …)
All rights reserved © 2004, Alcatel
Alcatel
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 Europe
N°3 GSM/GPRS/3G Worldwide, fastest
growing market share in radio
16.5 billion euros in
sales
13.5% invested in
R&D
Delivering in
130 countries
Alcatel & Local Authorities & Governments
Enabling new services to citizens :
multimedia Call Centers & Security solutions
ISSS Conference Hradec Kralove — 23
All rights reserved © 2004, Alcatel
Thank you
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