Government agencies serve citizens. While in many cases that can be handled through a central office, there are many positions that require staff to be out in the community. High ranking officials, public works employees, transportation workers, and other mobile members of staff can be difficult to connect with, but it’s essential that they be reachable. Mobility, the UC concept of preserving office connectivity even while employees are moving targets, can deliver major benefits to such a workforce.
1. Case Study:
How the City of Baltimore Improved Staff Flexibility and Replaced Legacy Voicemail
With a population of over 600,000 (over 2.8 million with the surrounding metro area), the City of Baltimore needs their voice communications systems to be robust, adaptable, and extremely reliable.
Replacing their legacy voicemail system with a new CX-E (now XM Connect) solution facilitated a transition to VoIP, expanded functionality, improved reliability, and allowed them to add a host of new mobility features to better serve the needs of a distributed work force. The solution delivered ROI within one year.
2. Protect Staffers’ Cell & Home Phone Numbers
In the event a staff member calls a citizen while they’re on the road, it’s important that the direct cell phone number is protected. A proper mobility solution allows staff members to call through the main UC system, regardless of what phone they’re using.
This is extremely important for maintaining the privacy of employees working remotely, and keeping specific members’ cell phone numbers (personal or agency) shielded. Having calls routed from the main system means that caller ID will be kept to the official agency number. This builds trust for recipients when the agency name is displayed, and also routes future calls back to the main system – enabling auto attendants, IVR, and hunt group/call center solutions to handle them appropriately.
3. Separate Work & Personal Communications in the BYOD Era
The era of Bring Your Own Device (BYOD) communications is upon us. Both private and government workers are integrating personal cell phones, computers, and other devices into their work. When devices are serving double-duty between official & private communications, it’s essential that users be able to keep the two separate. Staff members shouldn’t be spending work time sifting through their personal contacts to find agency numbers. Official call records and voicemails should be kept separate from personal communications.
4. Single Number Reach with Intelligent Call Routing
Is the director in his office, on the road, on vacation, or in a meeting? Outside callers might not know, staff members shouldn’t have to remember, and the director doesn’t have time to remind them.
What agencies need is a UC mobility system that automatically adapts call forwarding stances based on IM presence, geofencing, and calendar entries. That way, if someone calls the director while she’s seeing the mayor, the system will give her a silent alert, but also tell the caller that she’s in a meeting until a set time. When the director is visiting an outside facility, the system will know her cell phone’s offsite and route calls there instead of her desk. By checking her Outlook calendar, it’ll know when she takes the day off, and automatically alert callers when to expect her return.
This saves precious time for handling staff’s actual duties (both callers and receivers) by letting the system do all the work.
5. Secure Voice Messaging for Tighter Security
Once a device leaves the agency’s sphere of physical control, it becomes vulnerable to being lost or stolen. This can have serious consequences if the device in question contains private information, be it documents or voicemails with account numbers.
Secure voice messaging not only prevents voicemails from being forwarded outside the system, it keeps them from being downloaded to devices. As a result, if a staff member’s cell phone gets stolen, the IT department can cut their mobile client’s access to the server without needing to get the phone back. Records are protected immediately, saving the agency face (and possibly a great deal of money).
Mobility-Enhanced Unified Communications Built for Your Budget & Needs
XM Connect (formerly known as CX-E) is a UC solution that combines industry-leading interoperability (perfect for government bodies absorbing or growing into additional locations with disparate telephony setups) with a full suite of powerful UC applications, including all of the above mobility features.
The system can be customized to suit your organization’s budget & needs, and is already precleared for several regional & federal government purchasing systems.