Public Sector

The Connected State

Government is at a communications crossroads. For centuries citizens have found it harder to connect directly with their elected officials as cities, states and nations grew in size, scope and sophistication. But now, advances in communications are enabling citizens to engage, anytime, anywhere and on any device. This “always on” culture, gives governments a unique opportunity to not only engage citizens but also employees.
The Connected State is a condition of governments more closely aligned to its citizens. 

It is a State of Being Engaged that optimizes the quality and quantity of engagement with citizens. Governments must communicate the way citizens want. This means using any device – PC, Smartphone, Tablet, etc, across any network with any media – voice, email, text, social media, and video at any time. Next you add a transformative engagement that starts with multi-channel contact centers that handle not just voice calls, but new media such as Facebook, Twitter, texting and blogs. From these add tools such as communications enabled business processes that enable Contact Center agents to evolve into resolution agents. Add real-time collaboration that matches callers with subject-matter experts within government and now you have made collaboration between citizens and government much more Engaged.

A State of Being Productive ensures deeper communications and collaboration within and across all agencies and departments. In today’s fast-paced, connected world, communication is critical to achieving your objectives. All media are harnessed for communicating, across all networks from POTS to SIP and 3G and 4G. To be fully productive, you must also create a culture of collaboration. This means enabling voice conference calls, video conferencing and web conferencing where everyone can share information. In order for critical applications to become empowered you need to transform your process with the ability to communication and collaborate, integrating into popular operation and productivity applications such as ERP, Financials, email and calendaring that now becomes a culture of being Productive.

And a State of Being Resilient ensures operational excellence and rapid response in emergencies. Communicating quickly and reliably is always important, but never more so than in an emergency situation, where lives are at stake. Providing rapid response prioritizes calls in order of importance and provides easy collaboration with dissimilar agencies and first responders in the field to quickly facilitate decision-making and responses. Coordinating first responders, police, military and emergency teams requires the ability to manage heterogeneous communications for effective collaboration. This means working with disparate communication types of phone lines, radios and video.  Governments have to operate in an effective Command and Control solution in times of need. It is the combination of rapid response, the ability to manage heterogeneous communications devices and an effective Command and Control center that is a state of being Resilient.

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