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Remote Expert Smart Solution for
Government Services
An innovative and smart way to connect governments and citizens
Carles Batalla
CSA - Customer Solutions Architect
[email protected]
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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Solution Overview
Enabling citizens access to a portfolio of government services through
a high-quality, high-definition video and voice experience
o
Easy to use and initiate sessions
o
Identifies, locates, and connects citizens with experts for specific services
o
Delivers a compelling and immersive interaction
o
Allows experts to conduct a complete service transaction, including document
sharing and printing
o
Enables citizens to have personalized experience, maintaining complete
confidentiality throughout
o
Creates centralized, virtual pool of experts, maximizing effectiveness and full
utilization of available knowledge base
Enabling higher citizen satisfaction, at lower cost, with better use of
government resources and services
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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How the Solution Works
Step 1
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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How the Solution Works
Step 2
Citizen selects closest
Service Center to visit
Citizen enters remote
Service Center
POD Service
Center
inside
commercial
complex
POD
Service
Center
inside
public
library
POD
Service
Center
inside
bank
CENTRALIZED GOVERNMENT
RESOURCE AND DATA CENTER
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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How the Solution Works
Step 3
Video
* Cisco®
Surveillance IP
Camera
senses citizen‘s
entry and alerts
centralized expert.
greets
* Expert
citizen in person
via Cisco
TelePresence®
System.
Welcome to the,
Service center.
Please choose a
service & collect
your token
management
* Queue
system
enables citizen to select
the service they require
and receive a unique
token number.
40 % of our
citizens are now
using the
G-POD services
*Optional features
© 2012 Cisco and/or its affiliates. All rights reserved.
CITIZEN ENTERS
THE POD
signs equipped with
* Digital
Cisco Digital Media Players
provide information to citizens
about services available and
queuing times.
TOKEN 5,
Please enter
POD B
Identified expert at the
centralized government
center
Cisco Confidential
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How the Solution Works
Step 4
CITIZEN ENTERS
THE POD
CITIZEN TAKES A SEAT
AND STARTS VIRTUAL
CONSULTATION
© 2012 Cisco and/or its affiliates. All rights reserved.
EXPERT AT THE
CENTRALIZED
GOVERNMENT
CENTER
Cisco Confidential
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Technology in Action
Citizen’s view inside POD
Occupancy sensor
instantly activates the screen.
Document camera makes
document sharing simple
Touchscreen
enables intuitive selection
of information and services
.
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco TelePresence screen switches on
automatically as the citizen enters the POD
Expert’s view from desktop
Cisco TelePresence® screen
enables instant connection and interaction with citizen, via high-quality
voice and high-definition video.
Printer
placed below the table desk
Picture-in-pciture (PIP) technology
allows expert to see the document via either the TelePresence screen or
the citizen’s actual view.
Adjustable chair
Cisco Confidential
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Remote Expert Mobile
•
•
Plugin* not required
•
WebRTC
•
H.264 & VP8, including
transcoding
•
Multi-platform: Android & iOS
SDK
Call Center integration, calls redirected to the same queue
•
Agent uses the same audio/video device (i.e. Jabber)
•
Agents can attend audio and video calls indistinctly
•
Call redirected to the best available agent
•
Integrated reports
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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Extending Remote Expert
Mobile
RE Mobile Client SDK
•
•
•
•
WebRTC based
In-app voice, video
Mobile apps, websites
Enterprise SIP
integration
© 2012 Cisco and/or its affiliates. All rights reserved.
RE Mobile Expert Assist
•
•
•
•
•
•
Live online assistance
App screen share
Co-browse, remote app control
Annotation
File push
Context passing to CC
Cisco Confidential
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Thank you.