2. March
23
2
HAVE DIGITAL INNOVATIONS LED TO GOVERNMENT
TRANSFORMATION?
Efficiency and
productivity gains,
cost-savings
Effectiveness and
quality improvements
Transparency,
accountability, trust
and legitimacy
Applications of ICTs allow
reducing operational and
labour costs in public
administrations, allowing
staff to focus on more
important tasks, making
service delivery faster and
cheaper
real-time detection and
tracking, improved resource
allocation, better decision
making, and personalised
context-aware and context-
smart services
administrative
effectiveness, public
services and daily
interactions between
citizens and public
administration
3. March
23
3
Priority between several project
to consider
Funding for core citizen services
Workforce Skills are the most
challenging dimension of digital
change
Security is a major barrier
Lack of Strategy to achieve
digital transformation
BARRIERS TO
CHANGE
82% see digital as an opportunity. Yet …
Only 44% have increased investment in digital in the last
year
4. March
23
4
And take the opportunity of digital technology to bring the
administration closer to citizens, businesses and its employees.
MEETING NEEDS
Cities
residents, investors,
tourists, ...
Simplifying citizens' lives
with secure services
Facilitate the daily
work of the agents,
improve in efficiency
Users
Citizens, enterprises,
partners, …
Improving the
attractiveness of
territories
Agents
In the office, at remote
sites, outside, ...
6. March
23
6
Protect citizen data
Improve access to digital
transactions
Simplifying the access to
administrative service
The citizen is an actor in
improving the city life
Enable a digital workplace to
improve the employee
experience and engagement
Facilitate collaboration and
social networking
Automate repetitive tasks
DIGITAL ENGAGEMENT: A GLOBAL APPROACH
Website Voice welcome City app e-Transactions
7. March
23
7
Offer a personalized and professional
welcome
Instantly adapt call routing to your
needs
Save time, money and reduce
frustration
PERSONALIZED
WELCOME FOR
EVERYONE
Automated call answering and routing 24/7
Simplified management
of scripts without
service interruption
Opening hours and
calendar
management
Measurement / day
of use and email
notification
8. March
23
8
A friendly and simple integration in your
web portal done by referencing your URL
WEBSITE ENGAGEMENT:
WEB-EMBEDDED RAINBOW
SKILLS ROUTING
Save customer time with digital
and personalized transactions
Multiply interactions by treating
several chats in parallel
Save time and money to deploy a
cloud solution using the Rainbow
infrastructure in place
Cost-effective solution, based on
the existing CPaaS infrastructure
9. March
23
9
German Pension Insurance: Chat/Video
Consultation Service vs .Customer Visit on-site
GERMAN PENSION
Easy access to services for all citizen
Pain points
End-customers have to travel to a central site to be
served
Some elderly the ill or customers had difficulty moving
around
Insurance agents need to travel extensively to meet
customers
Solutions
Rainbow offers an easy interface to connect
with end-customers via chat, voice and video
No need to travel long distances
Easier, more efficient, cost-effective and
sustainable!
Service for the end-customers
Integrated login, Chat Window and
Video window on Customer Website
How can I
help you?
11. March
23
11
Provide users with solutions
enabling them to alert or
notify the municipality of
accidents, damage, events, ...
CITIZENS ACTORS
OF DIGITAL
TRANSFORMATION
12. March
23
12
WEBSITE & MOBILE APP ENGAGEMENT
FOR MORE INTERACTIVITY
Public app & website
Possibility to
add address or
geo-location
Declare an
incident in the
street
Join the right
person or group
Rainbow for staff
Group
notifications
13. March
23
13
“Our ambition is to develop the digital component
of the inner city to boost the centre of Perpignan.
We want to provide new services to simplify the
life of Perpignan residents and set up a community
cloud that meets the needs of the city’s 36
municipalities.”
ELBAN CHEIBANY, DIGITAL DIRECTOR, METROPOLIS
AND THE CITY OF PERPIGNAN
CUSTOMER STORY
PERPIGNAN MÉDITERRANÉE METROPOLE
The metropolis and the city of Perpignan have 270,000 residents,
1,100 employees and 36 municipalities, including the city of
Perpignan with its 12,000 inhabitants and 2,400 employees.
NEEDS
They wanted to modernize their system and network infrastructure
to meet internal and external needs. And thus boost the city center
and provide new services.
SOLUTIONS
Cloud Communications (OmniPCX Enterprise + Rainbow UCaaS)
Rainbow CPaaS to develop applications for citizens and tourists
LAN and WLAN network infrastructure (OmniSwitch and Stellar)
ADVANTAGES
Easy integration with existing infrastructures and deployment
Highly redundant solution ensuring the continuity of services to
citizens
Simplification of the sharing and administration of information
systems
Customer: Metropole PERPIGNAN
BP : NXO
Sales Contact: Michel Pieraldi
https://www.al-
enterprise.com/en/company/customers/metropolis-and-
city-of-perpignan
14. March
23
14
ONLINE APPOINTMENT AND MEETING
1 Choosing a calendar slot
2 Data gathering
3 SMS and email confirmation, link
to access to the appointment
Remote meeting, chat, voice,
video and screen sharing
4
Ma Mairie
15. March
23
15
City chatbot
CHATBOT
INTEGRATION
INTO WEBSITE
Chatbot integrated in city
website to provide 24/7
answers to recurring
questions
Use Artificial Intelligence to
provide personalized
services
Remote interaction with
administration with chat,
call, video
Online
appointment
booking
17. March
23
17
IMPROVING THE WORK ENVIRONMENT
Connectivity and
mobility
Unified
communications
Collaboration and social
networking
Wi-Fi to support secure access to
the digital workplace from
anywhere, any time
Multimedia, real-time
communication from any device
with guaranteed high availability
Secure collaboration,
conferencing and information
sharing between staff, citizen
and institutions
18. March
23
18
FACILITATING REMOTE WORKING
Simple, cost-effective, secure, proven, fast deployment
service continuity Continuity of teamwork
Chat or remote video
collaboration
Rainbow
Extending services from
the home office
Stellar WiFi
Continuity of
remote services
IP Desktop Softphone
19. March
23
19
Connect field operators to operation
centers in real-time, with voice, chat and
video
Reduce on-site time operation for technical
maintenance engineers
Reduce the number on non resolved issues on-
site by providing adequate, real-time support
Today around 15% can not be resolve the first visit
High cost for the customer
Improve customer satisfaction
Train new peoples on the go
Improve on-site technical engineers quality of
work
CONNECTED
FIELD WORKER
Headset
Connected bracelet
Camera
20. March
23
20
In-building navigation and meeting
rooms management/booking
Automatic ticketing/registration
upon entering a public office
Presence-detection and automated
interactions.
In case of Emergency: guiding to
nearest exit, finding a defibrillator,
fire extinguisher or another
resource.
LOCATION BASED
SERVICES FOR
OFFICE AUTOMATION
Refining services in office to make them more
convenient and effective
21. March
23
21
CUSTOMER USE CASE
Improve the user experience of its visitors by
implementing LBS technology and developing
a mobile application.
Accurate location on a 3D map and route to
get to a courtroom, lawyer's room ....
Easily find a service (library, press, toilets,
security ...)
Localization and application intelligence will
provide appropriate context information,
such as multilingual text, audio / video
guides by geo-fencing (replacing paper
guides).
PRM route
Cultural tour “Art tour”
22. March
23
22
• Simplified architecture
• Simplified deployment through
automation and virtualization
• Lower TCO
• High performance and availability
• Scalability
• Better control through unified
management (LAN & WLAN) and
extended visibility (Analytics)
NETWORK AND
ARCHITECTURE
EXPERTISE
Unified
Fabric
Define network services
Define network rules per profile/service
1 click to configure the entire network
Distributed architecture Micro Segmentation
Simple
Upgradeable Standard 100% Unified
24. March
23
24
CITIZEN-CENTRIC TECHNOLOGIES
SAFE
Emergency
awareness,
coordination
and timely
resolution
DIGITAL
Seamless access
to government
services and
personalized
experiences
CONNECTED
Secure platforms
connecting
people, objects,
machines,
processes
ENGAGED
Citizens,
actors of
their city and
community
MOBILE
Personalized
passenger
services with
smart
mobility and
MaaS
SUSTAINABLE
Reduced
network
technology
energy
consumption
RESILIENT
Une
technologie
robuste pour
les besoins des
services
sensibles
HEALTHY
Optimized care
pathway with
ubiquitous
access to
quality care
for all
25. March
23
25
Smart City
A proliferation of public Wi-Fi services
E-Learning
Smart transport
Smart surveillance
Smart health
Smart energy meter
Interactive media
Access control
M-Parking
City e-Guide
Public Wi-Fi for
Smart Cities
26. March
23
26
THE EFFICIENCY OF WI-FI 6
Improves IoT
support
Enables new
business applications
Improves the quality
of service for
existing applications
Extended battery
life
Improves citizen
experience
in high-density
environments
Enhances security
High and constant speeds for a digital world
27. March
23
27
LAN connectivity
• Connects pay/ticket terminals, digital
displays, interactive touch screens,
etc.
• Enable IP communications for
emergency calls
Enhanced wireless connectivity
• 802.11ac Wave 2 for Wifi access for
consumers
• WiFi or cellular connectivity to the
operator's network
Security
• Emergency station
• IP/CCTV surveillance camera
CONNECTED BUS
STOP
Wi-Fi
IP/CCTV
Camera
Wi-Fi
Display
Urban Backbone
Hardened
switch
28. March
23
28
GEOLOCATION " INDOOR ": TRANSFORM THE VISITOR'S
EXPERIENCE
Mobile app, location on map, group sharing, security perimeter, activity presentation
Social media sharing, POIs around the museum, admin interface, security agent localization
30. March
23
30
Human, IoT & network emergency
management
Multi-modal notifications and
communications
Location and context information
Broadcast
Automation
Response coordination
Audit trail and recording
PEOPLE & ASSET
PROTECTION
Unique and comprehensive
solution
Emergency
services
Communications
Staff
Public
System anomaly
Human
emergency
IoT triggers
1
3
Control Centre
Audit trail
Location & context
4
5 6
9
2
IoT
31. March
23
31
Public App & Website Rainbow for Agents
Event
Audio, text
notifications
E-mail, SMS
Fire/Forest fire
Smartphones &
Tablets
Security team
Traffic information
Market day
PSTN
MAKE PUBLIC SAFETY INTERACTIVE
Integration in city web site or mobile application
Objectives:
User-predefined contact lists
Secure alert sharing to enhance
people and property security
32. March
23
32
ALCATEL-LUCENT ENTERPRISE SUPPORTS YOU
FOLLOWING YOUR PRIORITIES
New models
Infrastructures
optimization
Services mutualization
Cost saving
DIGITALIZATION
REPRESENTATIVES &
EMPLOYEES
CITIZENS &
TOURISTS
Greeting & interactions
Collective life
Security
Attractivity
Accessibility
Collaboration
Mobility
Efficiency
33. March
23
33
C O N T A C T U S
WEBSITE
www.al-enterprise.com
Follow us on:
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE.
david.fortini@al-enterprise.com
Editor's Notes
https://publications.jrc.ec.europa.eu/repository/bitstream/JRC118857/jrc118857_jrc_s4p_report_digigov_soa_04122019_def.pdf
The synthetic overview of the empirical evidence on the effects presented in literature, as well as of the more prospective and prescriptive arguments, allows to distinguish between three very general groups of effects of the applications of most recent and emerging digital technologies in government:
Efficiency and productivity gains, cost-savings. Applications of ICTs allow saving public resources or allocating them more efficiently. The body of literature on the economics of ICT in public sector provided the most conclusive evidence on actual (rather than expected) outcomes of digital technology applications. Effects, such as reducing operational and labour costs in public administrations, allowing staff to focus on more important tasks, making service delivery faster and cheaper, are more immediate and comparatively easier to measure as compared to the effects on, for example, government accountability or inclusion.
Effectiveness and quality improvements. Besides making things cheaper, technologies also allow to make them better. Most of the reviewed sources also highlight – directly or indirectly – the effectiveness and quality of public sector operations, functions and services as a result of digital innovations in government. With more accurate prediction, real-time detection and tracking, improved resource allocation, better decision making, and personalised context-aware and context-smart services, powered by AI and other discussed technologies, governments can develop better, more inclusive and empowering services and policies. These, in turn, improve user satisfaction and solve problems of collective action.
Transparency, accountability, trust and legitimacy. The outcomes of digitalisation in terms of more trustworthy governments and stronger democratic processes are also touched upon in the literature – although they are covered to a lesser extent and supported by weaker evidence. The definition of the impacts and their measurability in this dimension remains still vague and fragmented. While many sources point out several possible negative side effects, generally it is expected that better outputs of the government – in terms of administrative effectiveness, public services and daily interactions between citizens and public administration – should lead to more transparency, accountability and, ultimately, more legitimacy. Given such a long causal chain, these effects are even more difficult to evaluate empirically. Nonetheless, they remain among the core expectations from digitalisation in the public sector
https://www2.deloitte.com/content/dam/insights/us/articles/digital-transformation-in-government/DUP_1081_Journey-to-govt-digital-future_MASTER.pdf
Leaders trying to drive change always face competing priorities—in particular, many struggle to find a balance between transformation and “keeping the lights on.”
Many public bodies struggle to fund core citizen services, let alone investments in digital initiatives—even though digital transformation is widely recognized as a route to substantial cost savings.
While 82 percent of organizations perceive digital technologies as an opportunity, only 44 percent managed to increase investment in those initiatives
The workforce lacks certain necessary digital-age skills A tech-savvy workforce is integral to any organization’s digital transformation strategy. This isn’t limited to technical skills—it includes skills such as business acumen, willingness to work collaboratively, and an entrepreneurial streak (figure 18). Respondents identify agility, entrepreneurial spirit, and technological literacy as the three skills most lacking in relation to digital transformation.
Apart from inadequate funding and too many competing priorities, maturing organizations report security as a major barrier. For early-stage agencies, the absence of an overall strategy—coupled with a lack of understanding of digital trends—is a key barrier.
The Government have to keep engaged with their citizen even in Crisis situation. In that circumstance, the digital manner is the best way to interact with public services.
VAA
Remote Demo available : https://edemo.al-mydemo.com/?page_id=5507
German Pension Insurance, Baden Wurtenbern a German governmental pension insurance, covering the Baden-Wurttenberg region , which is a 6M people region in South Germany.
Pain points for this customer were:
End-customers having to travel to an identified locations in the city to meet with a Pension Insurance employee
Agents from the Pension Insurance travelling from city to city to meet the end-customers
To remove these travelling constraints for both the end-customers and the Pension Insurance agents, the ALE team presented the Rainbow collaboration capabilities and ran a demo last November.
The customer decided to go for a POC and integrate by themselves on their website the chat, voice and video services from the Rainbow Hub.
The 1st step of the project is to deploy the solution on dedicated locations, avoiding the agent to travel.
So the service has been launched in August ‘18 with 2 agents in one location.
As of today, 3 locations have been deployed.
For the next step (Long-term vision), they want to allow the customers to access their website and interact with their agents directly from home, therefore avoiding them as well to travel to the city.
DRV-BW, a German governmental pension insurance, covering the Baden-Wurttenberg region , which is a 6M people region in South Germany.
Pain points for this customer were:
End-customers having to travel to indentified locations in the city to meet with a Pension Insurance employee
Agents from the Pension Insurance travelling from city to city to meet the end-customers
To remove these travelling constraints for both the end-customers and the Pension Insurance agents, the ALE team presented the Rainbow collaboration capabilities and ran a demo last November.
The customer decided to go for a POC and integrate by themselves on their website the chat, voice and video services from the Rainbow Hub.
The 1st step of the project is to deploy the solution on dedicated locations, avoiding the agent to travel.
So the service has been launched in August ‘18 with 2 agents in one location.
As of today, 3 locations have been deployed.
For the next step (Long-term vision), they want to allow the customers to access their website and interact with their agents directly from home, therefore avoiding them as well to travel to the city.
Demo available
Demo available
Remote demo coming soon
Remote demo available : https://edemo.al-mydemo.com/?page_id=4798
Municipality of Plougastel
As part of government digitalization program digital workplace took an important place
The digital workplace will be structured around :
Devices & mobile devices,
Office automation
Unified communications
Collaboration and social networking
To answer to public services transformation ALE provide solutions for digital workspace to improve employees connectivity and collaboration.
In the office, we provide a secure LAN connectivity, but also WiFi to allow mobility for employees in the building from office to meeting rooms or to another space in the building.
We offer a real time and unified communication solution accessible from any devices: laptop, mobile or tablets, by keeping the same context of users: call history, favorites and collaborative spaces that could be accessible in the office or remotely.
Thanks to our collaborative platform, we allow government to have a private social network.
The employees can share securely information and collaborate on daily basis.
Demo available at eBC - Veollia
How it works
Equipment needed :
A connected watch or bracelet to provide
One click : Call the operation center using Rainbow Video
Two clicks : Record the video
A long click : Transcription and transmission of report
A smartphone (can be integrated in technician’s work clothes)
A Headset
A nice Demo available at eBC, with a mannequin.
LBS – European Court of Justice
But at the end all technologies that smart cities are putting in place are the end to serve citizen and to improve his life.
Technology is used to improv public safety and emergency awarness, to engage with citizen with the manner he want to be treates, to provide seamless and digital access to the public services.
To connect cities, peole, IoT, and processes.
To povide mobility for citizen and improve passenger experience.
To optimize care pathway and provide sustainable and resilient technology
Location-based services are based on the location of users and other factors to alert them to weather emergencies or threats to public safety.
With georeferencing technologies, city hall can set up a virtual security perimeter controlled by municipal officials. Such safeguards enhance public safety and operational efficiency.
We truly have a unique and comprehensive solution for people & assets protection.
Regarding IoT alarms all cities have systems in place, but when they go off there is generally no information available and employees have to evacuate the property first out of precaution before investigating the nature of the issue. This creates a lot of inconvenience for the people and moreover most emergency services claim a financial penalty in case of false alarm.
The solution we propose to resolve this pain point is to use our ALE OpenTouch Notification Service (OTNS). It does not replace alarm systems, but integrates with them to provide enhanced decision making information:
In case of alarm, a predefined list of key hotel representatives is sent information regarding the nature and location of the trigger via a wide range of mediums (email, SMS, automated voice message, smartphone application, or mini-message on an ALE handset), so they can immediately check the seriousness and then decided whether it is worth evacuating the property or not. This can include the owner or any managers that might even be off site but still need to be aware that an emergency situation is developing
All the events are recorded and archived, including acknowledgements from the people who have been notified above and who might need to take action
A full audit trail is then available for reviewing how the incident was dealt with and improve potential future alerts
It is worth mentioning that one of the key advantages of our OTNS solution is its simplicity of use, compared with other products on the market.
Notifications are not restricted to smoke or fire detectors: a set of APIs allows integration with all sorts of IoT services, including for example intrusion detection and video surveillance, minibar, etc. Some alarms can also be triggered by humans, such as emergency buttons or cords, as well as panic buttons or “man-down” on our DECT handsets, with possibility to locate the person. The latter use case is particularly useful for lone workers.
Expanding on the topic of human triggered alarms, ALE offers a market unique solution designed to improve how hoteliers deal with calls made to emergency services and which is particularly useful in the case of larger hotels or resorts. It provides the following benefits:
First, when a 112/999/911 type call is dialed, the system automatically creates a conference between the guest, the emergency services and the hotel security team, without placing any party on hold. This allows the employees to be fully aware of what is going on and to provide additional information to the emergency services, since guests might not be familiar with their surroundings and might even struggle to communicate in the local language.
At the same time, location data is provided to the security desk and can even be passed directly to the emergency services depending on integration and local regulations.
In parallel, a predefined list of key hotel representatives is notified via a wide range of mediums (email, SMS, automated voice message, or mini-message on an ALE handset). This can include the owner or any managers that might even be off site but still need to be aware that an emergency situation is developing
All the communications are recorded and archived, including acknowledgements from the people who have been notified above and who might need to take action
A full audit trail is then available for reviewing how the incident was dealt with and improve potential future alerts
The ALE Emergency Notification Server (ENS) truly improves emergency response with accurate, real-time monitoring & situational data. Human error and misinformation are greatly reduced, and a coordinated response helps to save precious time.
ALE support Gov & Smart cities in there
Digital transformation: by providing an optimized infrastructure for network and communication with flexible business model to allow a customers to mutualize services and save costs
We support Gov & Cities in providing the bes services to their citizen and visitors to make the destination secure and attractive
We support Gov and Cities to be more efficient by provide collaboration and mobility solution to simplfy employees interaction.
We are Providing a breakthrough citizen experience with connected public services and safety solutions