THE SMART +CONNECTED eGOV WAY Excellence in governance is about experience that’s engaging, where information access is simple, and services accessible
he way governments are run is changing like never before, as citizens increasingly expect the same flexibility, responsiveness from government services as they do from private organisations. This demands a change in vision, and in the way operations are run and citizen services delivered. This is not a small thing to ask of any government machinery, given that it is typically constrained by stringent budgets and procedural lags. The answer is Cisco Smart+Connected Communities, which uses intelligent networking capabilities to weave together people, services, community assets, and information into a single pervasive solution.
through smooth service delivery. Two vital facets of the Cisco Smart+Connected Communities framework facilitate efficient delivery and management of services within a community. Community+Connect helps deliver comprehensive services to residents and businesses in a connected community Community+Exchange helps enable the management and operation of a connected community and sharing of information across an ecosystem of government agencies and private sector partners Both Community+Connect and Community+Exchange are facilitated by the underlying Cisco Service Delivery Platform.
The elements of change
Cisco Smart+Connected Government solutions provide organizations the ability to stay connected with constituents, while managing operational costs. It provides governments with the technology and facilities that enable highquality constituent engagement
With the network as the underlying service delivery platform, the Community Connect framework leverages real-time information and applications to help governments deliver improved and more efficient citizen services.
egov / www.egovonline.net / August 2010
One of the core responsibilities of governments is to protect and serve citizens. Whether it is crimes, fire, accidents, or natural disasters, governments can leverage the power of information at the right place and at the right time to quicken emergency response. Healthcare delivery and community transportation are other areas of influence for the government, where the power of collaboration and connectedness can transform the way these services are run. The result would be a government experience that is engaging, where information access is simple, and services more accessible. For example, citizens would be able to renew their driver’s license from the comfort of their homes. Commuters can look at bus schedules, expected delays and plan their journeys to work better.
Community+Exchange Cisco’s Community+Exchange is a back-office operations center that connects community
clusters to create a networked ecosystem. By leveraging the network as a highly secure and resilient service delivery platform, government agencies can share information and collaborate with private sector partners to facilitate utilities, transportation, telecommunications, safety and security, health, and government social services. A networked ecosystem ensures that data delays do not occur. For example, a driver’s license procured from a service bureau may be used as identity proof for other government documentation. Verifications such as these can be done quickly by simply accessing the license database to validate authenticity of the licence. Another example would be an address-verification for
WHETHER IT IS A CRIME, FIRE OR A NATURAL DISASTER, GOVERNMENTS CAN BE INFORMED AT THE RIGHT PLACE AND AT THE RIGHT TIME TO QUICKEN EMERGENCY RESPONSES
WITH THE NETWORK AS THE UNDERLYING SERVICE DELIVERY PLATFORM, THE COMMUNITY CONNECT FRAMEWORK LEVERAGES REAL-TIME INFORMATION AND APPLICATIONS TO HELP GOVERNMENTS DELIVER IMPROVED AND MORE EFFICIENT CITIZEN SERVICES
Possibilities of Smart+Connected governance With the Smart+Connected government, citizens can connect to the Road Transport Authority (RTO) remotely to renew their driver’s license. The vision test can be carried out on the applicant, photograph taken and a digital signature transferred using TelePresence technology.
issue of passport, through the nearest police station. The crunch in elapsed time, using the networked ecosystem, could have positive ripples on the entire process. Connected government agencies can better serve the needs of an on-demand culture while simultaneously improving workforce productivity, thus enhancing citizen experience. The characteristics of a Smart +Connected government are: Enhanced citizen experience: Web-savvy citizens will receive the same level of service from their government that they receive from private-sector
organisations such as retailers and financial institutions. They will have 24-hour online access to data and services, and will be able to receive this information on both wired and wireless devices. Better communication: Citizens will be able to lodge requests or complaints and also track requests at their convenience. Cisco’s Citizen and Business Interaction Network provides a homogenized, 24/7 call-in channel that enables this. More productive and collaborative: Employees in remote offices will be able to operate and interact
with the same flexibility and timeliness as those at the main government campuses. Cisco’s Unified Communications framework enables secure, collaborative communication, regardless of the employee’s access device or location. It also facilitates information sharing and speeds up decision making. Agile, nimble and mobile: Government employees will be able to connect to their constituents and co-workers with voice, video, and Web collaboration, from any workspace—desk, conference room, home, airport, or
between appointments through Cisco TelePresence solutions. If employees can deliver government services no matter where they are, government operations are far less affected by inclement weather, natural disaster, or intentional disruption in any specific geographic location. Smart+Connected solutions for government can thus usher in an era where citizens find interactions with government engaging, responsive and even futuristic. This may just be the platform for governments to flip their constraints into strengths.
August 2010 / www.egovonline.net / egov