The way we connect is changing, not just on a consumer and business level but also on a city-wide scale. Governments and public services are under more pressure than ever to ensure that their citizens get the right support when they need it most.
Alcatel-Lucent Enterprise (ALE) is one of the market leaders in the UC and CPaaS industry, helping companies of all sizes to make the right digital transformations right now. The ALE flexible portfolio assists even government entities in building more citizen-centric operations.
I spoke to Fatima Elleouet, the Head of Business Development for the Government Sector at ALE, to learn more about how the landscape is changing.
What is a Digital Government?
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Fatima Elleouet[/caption]
Fatima told me that digitalization is becoming a crucial pillar for public service transformation. Being a digital government, according to Fatima, is about using the right combination of data, technology, and connectivity to change the way that administrations serve citizens.
“Citizens expect the same experience when interacting with their government as they get when connecting with a private sector business. We all want the highest standard of customer experience.”
Creating a digital government is how the public sector can keep up-to-date with citizen demands. All over the world, governments are becoming more digital, building environments that allow them to access data and support citizens more efficiently. It’s not just big government groups making these changes, but smaller entities and municipalities too.
The Scottish Government transformed their network infrastructure to meet connectivity needs of their customers and their institutions.
ALE helps the Scottish government in their digital transformation by providing a robust and secure network infrastructure to support more than 40 public services agencies in Scotland.
They centralize and align network management as well as security for all entities. They create a robust solution that ensure connectivity for harsh environments and mission-critical government services.
ALE is Helping to Transform Government CX
According to Fatima, ALE is supporting governments by giving them the complete stack of technology that they need to serve their audience. “We’re helping governments to build the citizen-centric services that support the unique needs of each individuals. We’re enabling infrastructure, services, and policies to simplify the connection between the government and the citizen.”
ALE’s 99.99% reliability telephony platform gives governments peace of mind when it comes to serving their audience. At the same time, ALE consumers get the benefit of a flexible environment where users can add new communication channels and features; however, they choose.
“Citizens can enjoy the convenience of accessing government services online or through traditional communication support like phone calls, Interactive virtual routing or virtual automated attendant. To reduce contact time and onsite visits, Governments can implement Rainbow Meeting for online appointment and meeting.”
During this COVID-19 period, the city of Stadt Herrenberg in southern Germany wanted to simplify the daily work of its 350 employees with modern collaboration services such as chat, video conferencing, presence information, screen and file sharing.
An important aspect was the ability to include Rainbow Meeting for citizen access as required and without great effort, thus continuously enhancing the city administration's digital services while providing simple, straightforward communications with citizens.
Horizontal Infrastructure
Fatima went on to tell me that in traditional government environments, groups worked in silos, with different segments separated from each other. However, the aim of the citizen-centric government is to build a horizontal structure that’s focused on the citizen’s needs.
During her discussion of the digital government, Fatima mentioned the arrival of a “horizontal infrastructure”. When I asked her to explain further, she noticed that this concept is at the foundation of every digital transformation.
