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 29 th 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 All rights reserved © 2004, Alcatel
How can Alcatel Help local Authorities & Governments Improve efficiency Enhance services to citizens Bridge digital divide & Boost Alcatel & Local Authorities & Governments Enabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 3 economic development All rights reserved © 2004, Alcatel
Public Agencies: Contact Center Challenges Ø Improve citizen satisfaction • Reduce wait & service times Ø Reduce operational expenditures • Optimize utilization of public funds Ø 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 All rights reserved © 2004, Alcatel
Service Level Requirements Service level Expectations • Consistent service • Fast service completion • Low wait times • Multiple access channels • Personalized service • Citizen 24 x 7 access • Business One call resolution 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 All rights reserved © 2004, Alcatel
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 All rights reserved © 2004, Alcatel 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 All rights reserved © 2004, Alcatel Better Image • Improved communications • Emotional bond with citizens • Satisfied citizens
Government & Local Authorities Solution Map Benefits Employee Travel Employee & Dept. Locator Internal Help Desk Unified Communications Voice activated Dialing Regional/ Local Communities • • • Benefits Employee Travel Employee & Dept. Locator Internal Help Desk Unified Communications Voice activated Dialing • • Public Agency Federal/ Provincial • • • • Child Welfare Game & Wildlife Health Administration Justice & Public safety Patent & Trademark Postal Services Social Services Tax & Revenue 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 All rights reserved © 2004, Alcatel Citizen Support
311 Application – City of New York Ø 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 Ø 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 All rights reserved © 2004, Alcatel
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 All rights reserved © 2004, Alcatel Agent selection
Child Support Agency, Australia Ø 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 Ø 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 All rights reserved © 2004, Alcatel
State of Washington - Department of Employment Security Ø 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 Ø 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 All rights reserved © 2004, Alcatel
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 All rights reserved © 2004, Alcatel
Solutions specifics related to various environments Data acquisition / transmission / Data processing Behavior analysis Airport automated counting + intrusion On board Vehicle aggression Parking Double lane Highway Borders Counter way Quick drop Slow/quick traffic Screening zone detection Emergency lane Pot. thief looting luggage Traffic lights Precise Counting Alcatel & Local Authorities & Governments Enabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 14 All rights reserved © 2004, Alcatel Pipe-Lines sabotage
Interactivity/real time/remote locations+various services-? network. S Remote Location Telecommunications Transmission Network Telecommunications Services local or central use From the inside Or outside Services Maintenance Control Voice w/ remote High Speed Internet Manual alarm Audio+video surveillance Trigger 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 Control Center All rights reserved © 2004, Alcatel 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 All rights reserved © 2004, Alcatel 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: “Vo. IP” 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! üdata 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 All rights reserved © 2004, Alcatel
Penny’s Bay Line in Hong-Kong MTRC Independent railway between YAO and Disney park Driverless shuttle Unique track; 4 Km including 1500 m 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 All rights reserved © 2004, Alcatel
Network design 4 Network Levels Fixed: Backbone Ethernet /SDH/SONET Control Center 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 All rights reserved © 2004, Alcatel
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 All rights reserved © 2004, Alcatel 170 m AP#2 AP#1 Hong Kong Station
GIF: Main control center in Saragoza 4 monitors 4 Monitors TEC 1 4 Monítors TEC 2 4 Monítors ATM 100 BT TEC 3 TEC 4 Supervis. Salle Crise 15 Monítors CODEC ATM OMNI SW 100 BT ATM Video Server 100 BT Administrator Alcatel & Local Authorities & Governments Enabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 21 All rights reserved © 2004, Alcatel
Service Offering : Systems & Software Integration Equipments Services • Alcatel • External suppliers • • • Engineering - integration Procurement Installation Maintenance Project management Logiciels • 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/3 G 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 Alcatel@alcatel. cz Alcatel@alcatel. pl Alcatel@alcatel. hu Alcatel@alcatel. sk
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