Chapter 1: How Self-Service Applications Help You Do More with Less

This guide will address the trends, values, and impacts of communications technologies on the business of government service at the local, state, and federal levels. Although all levels of government share similarities in dealing with services provided to citizens, each level faces unique challenges based on size, scope, budget, and population. For example, the challenge of local government in a rural area is quite different than that of a large federal agency.

Government budgets are experiencing some of the tightest constraints in history. Although budgets are shrinking and the focus on fiscal responsibility is at the top of mind for all government officials, the demand for citizen services is at an all time high. In the past, citizen services were provided by increasing the size of a serving agency. Staff numbers were increased to support rising demand. The dilemma is that human resources - the staff - are often the single largest operating expense any organization will bear. The solutions of the past, while they may be tried and true, have been rendered useless without the funding levels required. Government agencies require other mechanisms to do more with less.

In order to do more with less, we’ll draw on a lesson best demonstrated by the retail industry-self-service. With the growth of what’s most often called the "big box" store, we’ve seen another trend unfold over the past several years. At many of these stores, consumers head to the self-service checkout line. For many, it’s faster and easier. We scan our own items and bag our own purchases. The retailer has provided a checkout lane and the tools we need to handle our own transactions, in most cases without the assistance of a store employee. The retail industry has learned—and proven—that self-service allows for smaller staff. It reduces expenses, passing the savings along to the customer. It gives them the power to do more with less. It’s more profitable and more efficient. Government can look to the retail industry as an example.

In the first chapter of this eBook, you will learn how self-service applications can be deployed to meet the needs of a call center or contact center. You will gain an understanding of how bringing together applications and systems from multiple vendors and delivering results across multiple media, modes, and networks, the self-service approach leverages open standards-based platforms to help automate customer care. And lastly, you will discover how unified communications tools provide the integration of voice and data services that cross the hurdle of doing more with less.

Chapter 2: Using Teleworking for a Greener, More Efficient Government

In this chapter, we'll review some of the trends and business process changes that are driving the implementation of teleworking solutions in the government sector. Three specific areas of interest are noteworthy:

• Shrinking budgets
• Growth and acceptance of teleworking
• Environmental considerations

Government budgets are shrinking. Attention to fiscal responsibility is high. Accountability for investment is on the minds of everyone. The business case for telework is, first and foremost, a case for controlling operating expense and increasing productivity. Teleworking has steadily grown as a popular business tool over the past 20 years. The business case for teleworking is well known and widespread. We’ll review some areas of government wherein teleworking makes very specific sense as a tool for managing both the budget and the workforce.

Greenhouse gasses and the shrinking ozone layer have driven leaders everywhere to consider how to lower the impact we have on the planet. Implementing a telework program presents an opportunity for federal, state, and local agencies to reduce their carbon footprint and take a "green" approach to government business.

The passing of Public Law 107-347 in December of 2002 placed e-Government strategies at the top of government agencies' tactical and strategic plans. Since that time, networking and telecommunications technologies have advanced quickly, mobile devices are abundant, and Wireless has created new ways of working.

Chapter 3: Distributing Contact Centers for Better Service and Cost Savings

This chapter is in production - we will post an excerpt as soon as this chapter is available!

Chapter 4: Emerging Technologies for a More Transparent, Connected Government

This chapter is in production - we will post an excerpt as soon as this chapter is available!