Digital_transition_for_local_government_and_muicipalities_EN_Ed01.pptx

1. DIGITAL TRANSITION FOR LOCAL GOVERNMENT AND MUNICIPALITIES
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, ...
5. March 23 5 SIMPLIFYING CITIZENS' LIVES
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?
10. March 23 10 Enable real-time communication between citizens and agents. Access to your standard network from a mobile application or website CONNECT USERS AND PUBLIC SERVICES
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
16. March 23 16 DIGITISATION OF PUBLIC SERVICES
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
23. March 23 23 INTELLIGENT AND ATTRACTIVE MUNICIPALITY
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
29. March 23 29 OVERVIEW OF THE MOBILE APPLICATION
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

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