Taylor, Mich., a large suburb of Detroit, is building a world-class community to optimize services and increase accountability and transparency. To help create this citizen-centric Smart City, Avaya announced today that it is providing next-generation networking, communications systems and wireless solutions.
Like many cities, Taylor needed to address a number of challenges as it developed the technical requirements to reach its transition goal, including, 1) effectively serving multiple departments, breaking down and integrating system silos, 2) providing timely information to users (both employees and citizens), and 3) meeting the changing expectations of citizens that want a greater range of services, better value, and real-time information. In addition, the City needed to fund the long-term project at a time when local governments have been hit hard with budget cuts.
The Avaya IP Office platform, Avaya Fabric Connect and WLAN 9100 networking work together to address these challenges by enabling greater efficiencies such as faster resolution of complaints and issues and increase communication between the city and its residents. For example, the Avaya solutions enable iCare Taylor, an app for smartphones, tablets and computers through which residents can send “work orders” directly to departments in the City and track the progress online as well as view council videos or listen to weekly podcasts at their leisure. With a foundation built on Avaya, this Smart City has already gained the following benefits:
• enhanced network reach and availability of their network, now interconnecting 14 municipal locations;
• ability to upload data to city systems from the field rather than at the end of an employee’s shift;
• reduced the time a citizen has to wait in line or on hold;
• consolidation of a number of independent customer service endpoints serving different departments;
• simplified IT management even while providing services that span multiple sites;
• ability to quickly modify services as departments and locations change;
• increased security for sensitive data with stealth networking capabilities;
• enhanced support for PCI compliance, the city’s point of sale system;
• support for VDI solutions that allow access from a number of devices and locations, instead of from standalone desktop computers.
“Residents are not looking for data that’s a month old. They’re looking for information and updates now, whether it’s the status of pothole repairs or garbage collection. Government has to operate with even greater levels of transparency than private businesses. Our partnership with Avaya has helped us accomplish several of our Smart City goals. - Rick Sollars, Mayor, City of Taylor, MI
“In government, we have our call center operating to provide services to the citizens, like assisting with billing issues, voting concerns, building permit issues, and animal control issues. These all funnel through one call center, and IP Office is an integral part of that. It has all the features we need while reducing overall operating costs.” - Snehal Patel, Information Technology Director, City of Taylor, MI
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.
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