Management View

Business Objectives

Providing exemplary government services can be challenging because of:

• Increasing expectations for service quality
• Most government services are provided during hours that citizens are also working. After hour support is a challenge.
• The ubiquitous nature of technology (cell phones/PDA's) increases the call volumes into already strained government processes.
• Citizens are increasingly comfortable with self-service solutions. However, status information on government service requests are typically locked away and accessible only via a call.
• Duplication of call centers across multiple government agencies impedes optimal use of resources and does not support the ability to shift resources to handle special situations.
• The inability to distinguish emergency calls from non-emergency calls burdens 911 operations and reduces effectiveness.

Rolta's solution provides for:

• Improved service for citizens
• Improved problem resolution time
• Ability to extend operating hours
• Integration of operational data across systems and agencies to facilitate service center information visibility
• Use of spatial business intelligence to provide a performance dashboard for agency executives and service center managers
• Use of spatially enabled portals for two way communications between citizens and their government
• Ability to segregate emergency 911 calls from non-emergency requests for service
• Reduced cost attributed to consolidation of call centers and agency information

Solution

Rolta's Spatial Constituent Relationship Management solution provides important information to citizens about agency services such as transportation, water, wastewater, public health and public works. The example below shows information regarding a road project along with project data. Information such as road closures, detour routes and exit closings can be made available to aid commuters with trip planning. The portal provides two way communication which also allows citizens to enter information regarding safety hazards such as pot holes, tire debri, etc.

In addition, the solution provides feedback to citizens regarding the status of a service request. Select key performance indicators can be made available to the public regarding the efficiency and effectiveness of government. Integration of traditional agency systems and data to support a central call center provides the extended cross-agency service processes required to facilitate self-service processes for citizens.

Approach

Our implementation approach is built around a straight forward approach that is focused on providing tangible results quickly. Our implementation methodology includes:

• Assessment, Strategy and Planning
• Requirements
• Configuration/Construction
• Deployment and Transition to Production

Business Value

There is no question about Government's motives to improve information availability and communications. But achieving these objectives while improving the efficiency of Government can be a real challenge. This is where Rolta's solutions can help. We have an integration platform that minimizes the cost of custom programming. This keeps down implementation costs while providing enhanced visibility into the critical information required for efficient and effective Government.

Technical View

Technical Issues

Providing the IT infrastructure and applications to support a responsive government can be a real challenge. Perhaps your environment is challenged with:

• Custom applications the impede process adaptability
• Complexity and varying age of agency systems that are difficult to maintain and impede the ability to deliver a common gateway into government services
• Fragmentation of systems and specialized applications to address niche requirements
• Poor integration of systems and complexity of creating and managing interfaces between systems
• Manual work-a-rounds to supplement inadequate systems
• Lack of a IT architecture strategy and procurement practices that result in incompatible systems and limit the ability to extend systems and processes externally to constituents
• Inability to prioritize and track responses to issues
• Lack of visibility (internally and externally) into problem resolution status, thus increasing call volumes and generating non value-added activity

Solution Components

Rolta's solution architecture for Revenue Assurance includes:

• Rolta's Geospatial Fusion Solution and the OnPoint™ Spatial Integration software
• Business Intelligence: Oracle OBIEE, Business Objects and/or MicroSoft SharePoint
• SOA Web Services: Rolta's iPerspective™ software
• Portal technology based upon MS Sharpoint and Rolta's OnPoint™ Spatial Integration software

Implementation

Our implementation approach is built around standard software development methodologies that are focused on providing tangible results quickly and limiting the need for rework. Our implementation methodology includes:

• Assessment, Strategy and Planning
• Requirements
• Configuration/Construction
• Deployment and Transition to Production

How Does it Fit and Why is it Different?

Rolta's solution provides for integration of agency related systems, GIS, portal technology and business intelligence through a configurable web services platform that does not require custom coding and the dedication of IT and GIS developers. All database connections are driven through wizards and point and click applets. Security is managed seamlessly across the solution and can be controlled down to a feature level within each spatial component. Queries can be made via the spatial component or the BI component facilitating content convergence (data, maps, documents, audio, video, etc.) while maintaining context synchronization.