alcatel multimedia citizens call centers and security solutions hradec kralove , march 29th 2004

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

Alcatel & Local Authorities & GovernmentsEnabling new services to citizens : multimedia Call Centers & Security solutions ISSS Conference Hradec Kralove — 2

All rights reserved © 2004, Alcatel

Local Authorities & Government agenda

Citizen ServiceCitizen valueLower citizen costGreater availabilityCitizen centricityFewer, more effective interactionsSingle point of contact

e-Government

Source: Gartner, 2003

Operational EfficiencyLower service provision and overall costsLess headcountTransformationAchieving policy objectives

Political ReturnGreater participation“Digital Divide”Economic impactGreater transparency/ accountabilityMore effective policymaking



How can Alcatel Help local Authorities & Governments

Improve efficiency

Enhance services to citizens

Bridge digital divide & Boost economic development



Improve citizen satisfaction

• Reduce wait & service times

Reduce operational expenditures

• Optimize utilization of public funds

Enhance accessibility to information

• Anytime, anywhere access for communicating with constituents

Public Agencies: Contact Center Challenges

Improve communication between citizens & public agencies



Service Level Requirements

Site 1Site 1 Site 2Site 2 HQHQ

Business

Service level expectations for customer’s interactions with Business’ or Public agencies are the same

Site 1Site 1 Site 2Site 2 HQHQ

Public

Agencies

Service levelService level

ExpectationsExpectations• 24x7 access24x7 access

• Consistent serviceConsistent service

• Fast service completionFast service completion

• Low wait timesLow wait times

• Multiple access channelsMultiple access channels

• Personalized servicePersonalized service

• One call resolutionOne call resolution

Citizen



Alcatel Genesys SuiteReal-Time Interaction Suite

Inb

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Ou

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Inte

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Wo

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rce

Man

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emen

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Sel

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ervi

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Operating Environment

Framework Routing& Reporting

Enabling Applications

Human Interface & Adapters Integrated – enables

intelligent interactions

Open & proven – reduces cost of ownership

Scalable – allows growth & migration at own pace



BetterInteractions

• Anytime, anywhere access

• Operational efficiency

• Balancing service with cost

BetterOperations

• Improved communications

• Emotional bond with citizens

• Satisfied citizens

BetterImage

• Personalized service

• Fast answers• First call

Resolution• Live support

and self help

Real-Time Interaction Value



Federal/ Federal/ ProvincialProvincial

Pu

blic

Ag

en

cy

Pu

blic

Ag

en

cy

Application FocusApplication Focus

Internal Internal ProductivityProductivity

Citizen Citizen SupportSupport

Regional/ Regional/ Local Local

CommunitiesCommunities

• 311 Non-emergency services• 911 Emergency services• Parks & Recreations• Parking & Traffic enforcement• Permits & Licensing• Local Tax collection• Transportation services• Utilities, Streets & Sanitation

• Benefits• Employee Travel• Employee & Dept. Locator• Internal Help Desk• Unified Communications• Voice activated Dialing

• 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

Government & Local Authorities Solution Map



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



City of Lyon : Lyon Direct : new services to citizens

ONE phone number to call

Main Call Center

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.

Coordination of voice and data transfersWorkforce managementAgent selectione.g. data pop up according to request type



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



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%



TRAFFIC SYSTEMTRAFFIC SYSTEMTRAFFIC SYSTEMTRAFFIC SYSTEM

The security challenge

MASS MASS TRANSPORTATIONTRANSPORTATION

MASS MASS TRANSPORTATIONTRANSPORTATION

PARKSPARKSPARKSPARKS

BUILDINGSBUILDINGSBUILDINGSBUILDINGS

STREETSSTREETSSTREETSSTREETSOIL & GASOIL & GASOIL & GASOIL & GAS

AIRPORTAIRPORTAIRPORTAIRPORT

TRAIN TRAIN STATIONSTATIONTRAIN TRAIN

STATIONSTATION

AMBULANCEAMBULANCEAMBULANCEAMBULANCE

POLICEPOLICEPOLICEPOLICE

FIREMENFIREMENFIREMENFIREMEN



Solutions specifics related to various environments

Data acquisition / transmission / Data Data acquisition / transmission / Data processingprocessing

Behavior analysisBehavior analysisBehavior analysisBehavior analysis

On board Vehicle

aggressionaggressionaggressionaggression

ParkingParkingHighwayHighway BordersBorders

Pipe-LinesPipe-Lines

lootinglootinglootinglooting

Counter wayCounter wayCounter wayCounter way

Emergency laneEmergency laneEmergency laneEmergency lane

Slow/quick trafficSlow/quick trafficSlow/quick trafficSlow/quick traffic

detectiondetectiondetectiondetectionDouble laneDouble laneDouble laneDouble lane

Quick dropQuick dropQuick dropQuick drop

Pot. thiefPot. thiefPot. thiefPot. thief

sabotagesabotagesabotagesabotageTraffic lightsTraffic lightsTraffic lightsTraffic lights

Precise Counting Precise Counting Precise Counting Precise Counting

AirportAirport

luggageluggageluggageluggage

Screening zoneScreening zoneScreening zoneScreening zone

automated counting + automated counting + intrusionintrusion



Audio+video surveillance

MaintenanceControl

Voice w/ remote

Security InformationTravelers Information

Targeted advertisementsBreaking news

Manual alarm local or central use

From the insideOr outside

Trigger

automatic behavior

interpretation

Automatic alarm

(noise/zone)

RemoteLocation

TelecommunicationsServices

Transmission Network

Control Center

Telecommunications

Services

High Speed Internet

Interactivity/real time/remote locations+various services-? networkS



Alcatel end-to-end delivery for Security

Centralized ControlCentralized ControlUnified Transmission

Unified Transmission

Turnkey Project management

Diverse Far endDiverse Far end

Public Address

DVR

GPSCameras (I) Alarms(I) ECP

Alarms(O)

Passenger Information Display

Phone set PDA laptop

Configuration

Wall of display

Radio Network

FixedNetwork

INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance

INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance



Alcatel Unique Business Value for CCTV

Bottom up: CCTV as an application on civil Bottom up: CCTV as an application on civil worksworksRight of ways / Fiber layout / network Right of ways / Fiber layout / network survey survey Digital CCTV breakthrough!Digital CCTV breakthrough!Digital CCTV breakthrough!Digital CCTV breakthrough!

Before…Before…Before…Before…

•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

•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



Penny’s Bay Line in Hong-Kong MTRC

Independent railway between YAO and Disney park

Unique track; 4 Km including 1500m tunnel between 2 stations

3 trains * 4 cars

Driverless shuttle

Max speed: 110 km/h

Trial sectionTrial section



Network design

Fixed: Access

Ethernet

Wired: On board Wi-Fi + onboard cabling

Wireless: wayside

Wi-Fi AP

Fixed: Backbone Ethernet /SDH/SONET

Control Center

4 Network Levels

StationStationStation

StationStation

Station

StationStation



AP#1AP#2AP#3AP#5AP#6

KowloonStation

Hong KongStation

230 m 180 m 510 m 170 m

1.5 Km out of 4 km

Fixed ground network

2 cameras/car + 1 on board PC + 1 PC in Kowloon2 field trials:July: 600 kbps video.September: 2 Mbps video + data; seamless handover

AP#4

180 m



GIF: Main control center in Saragoza

TEC 1TEC 1 TEC 2TEC 2 TEC 3TEC 3 TEC 4TEC 4 Supervis.Supervis. Salle CriseSalle Crise

AdministratorAdministrator

Video ServerVideo Server

CODECCODECOMNI

SW

ATM

100BT

ATM

100BT

ATM

100BT

4 monitors 4 Monitors 4 Monítors 4 Monítors 4 Monítors 4 Monítors

15 Monítors



ServicesServices

Integrated Communication SolutionIntegrated Communication Solution

LogicielsLogicielsEquipmentsEquipments

Service Offering : Systems & Software Integration

• Engineering - integration

• Procurement• Installation• Maintenance• Project management

• Engineering - integration

• Procurement• Installation• Maintenance• Project management

• Alcatel• External suppliers• Alcatel• External suppliers

• Alcatel• External suppliers• Alcatel• External suppliers

Turnkey solutionTurnkey solution Specific Systems(voice, security,

…)

Specific Systems(voice, security,

…)



Delivering in

130 countries

Delivering in

130 countries

16.5 billion euros in sales

13.5% invested in R&D

16.5 billion euros in sales

13.5% invested in R&D

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 EuropeN°3 GSM/GPRS/3G Worldwide, fastest growing market share in radio

Alcatel

Thank you

[email protected]@[email protected]@alcatel.sk

alcatel multimedia citizens call centers and security solutions hradec kralove , march 29th 2004

Documents

efficiencyenhance services

public administrations

service times

alcatelpublic agencies

resolutionlive support

customers interactions

intelligent interactionsopen

growth migration