1.
Mike Giddens
CTO & Founder
www.vogovoice.com
Transforming &
Redefining Civic Space
with Voice Apps

2.
01
LEARNING
OBJECTIVES
Exploring why civic agencies need to leverage voice apps for service
delivery efficiencies and enhanced citizen engagement
Application prospects of voice apps in facilitating on-demand, easy access
to government information
Learn the benefits of collaborating with Full-Service voice solution
providers when building voice apps
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03

3.
ABOUT VOGO Voice
01
Flexible and configurable Voice Platform as a Service (VPaaS)
02
03
04
Design prototype and build enterprise voice apps
Compatible with Alexa and Google Assistant platforms
Wide range of ready-built database connectors
05
06
Diverse plans of Self-service and Full-Service
Cater to government, business, and educational organizations

4.
AGENDA
● Fast-paced adoption of smart speakers impacting civic space
● Evolution of digital touch points for data access
❏ Voice-driven omnichannel service
● Primary drivers in implementing a voice solution
● Civic innovations and citizen engagement through voice apps
● VOGO’s inference on public demand for information
● Building your Voice app: DIY vs Full-Service

5.
Is it possible to have a
seamless interaction with
the community that serves
me?
Intervention of Voice
Technology
How do I get a
personalized, hassle-free
experience?
Do I have instant and
easy access to real-time
information?
3 major areas of concern
Citizen Expectations

6.
Phone Book
Help desk
Websites
Mobile Apps
Voice Apps
EVOLUTION OF DIGITAL TOUCHPOINTS
FOR DATA ACCESS

7.
VOICE-DRIVEN
OMNICHANNEL SERVICE
Social
Media
Agency
Phone
Mobile
App
Voice
Assistants
Website
Citizen

8.
PRIMARY DRIVERS IN
IMPLEMENTING A VOICE SOLUTION
● Reduce operational costs
● No human limitation
● Improved employee productivity
● Enhanced citizen engagement

9.
BIFURCATED AREAS OF SCALING UP
EMPLOYEE PRODUCTIVITY
Reduce red tape on the back-endGo paperless
● Automation of manual and repetitive
tasks involving paper-intensive process.
● Replacing outmoded manual processes
and paper forms with voice interactions
and voice data entry.
● Net reduction in human errors and
improved accuracy.
● Adopting voice technology to reduce
bottlenecks and departmental silos.
● Collaborative work coordinating more
efficiently across agencies and
departments.
● Visibility into real-time status updates
and actionable metrics to ensure fast
delivery of public services.

10.
CIVIC INNOVATIONS AND CITIZEN ENGAGEMENT
THROUGH VOICE APPS
● Promotion of local events
● Free 24/7 city guides
● Administering and keeping track of road conditions
● Aiding local necessities
● Easy accessibility to government information

11.
AUTOMATE RESPONSES VIA
VOICE ASSISTANTS
Increased workload for employees to address routine
questions in a timely manner.
Staffing-up of customer support resulting in more stressed
budgets.
Difficulty in spotting relevant FAQs through site keyword
search.
Pain points
Provides immediate response in a personalized manner than
in keyword search.
Intelligent routing of complex queries to the right agent.
Improves agency’s rating and eases the team’s workload.
Solution

12.
4 major areas of interest
Updates on latest
headlines, flash
briefing and other
relevant news items
Public Demand for Information
News
Notifications on
scheduled and
calendared
upcoming city
events
Events
Get answers to
common questions
on public services
FAQ
Easy access to
civic public data
Open Data

13.
Building your Voice App
DIY vs Full-Service

14.
● Time consuming process
● Lack of expertise
● Less chance of approval by voice apps store
● Less scope of customization
● Higher cost infrastructure
DOWNSIDES OF DIY APPROACH

15.
BENEFITS OF FULL SERVICE
● Cost effective option
● Technical resources and expertise
● Time maximization
● On-demand support
● Quality assurance

16.
KEY TAKEAWAYS
01 The impact of fast paced adoption of smart speakers on civic space
Tracing the evolution of digital touch points for data access
Advantage of extending voice-driven omnichannel service
What are the primary drivers for civic agencies in implementing a
voice solution
VOGO Voice’s inference on public demand for information
Application prospects of voice apps for citizen engagement
with use-cases
The best approach to building voice apps: DIY vs Full Service
02
07
06
05
04
03
www.vogovoice.com
@vogovoice
contact@vogovoice.com