0 Reduce Costs and Improve
Public Sector Efficiencies
with ProcessFlows UC
Software Applications
The Public Sector has learnt to adapt in the face of increasing cuts. Organisations are dealing with increasing
responsibilities and diminishing funds, yet they are still finding ways to innovate when it comes to efficiency and
cost-saving. The unanimous goal of the Public Sector could be summed up as: using public money in the smartest
possible way to deliver the best possible outcomes.
A continual challenge for the Public Sector is preparing for the future. ProcessFlows and AVST are committed to
bringing the Public Sector into the future with UC applications that easily fit into existing IT and telephony
environments. By connecting new and existing technologies, we free the Public Sector from the constraints of a
closed, single vendor lock-in approach and allow them to succeed with their business communications objectives.
ProcessFlows UC Applications can transform the way the Public Sector does business, and plays a key part to their
cost saving objectives. By tying in communications with information and with our out-of-the-box applications, the
Public Sector can improve efficiency and make considerable savings.
0 UC Software Applications
Virtual Operator
Virtual Operator is an automated system that connects callers to the correct recipient without the
need for a live operator. The ‘recognition’ rate is stellar and the system recognises local accents
and dialogues, helping callers get through to who they want quickly and efficiently. If the ‘virtual
operator’ is unable to process the call, callers have the choice to be re-routed to another contact
or leave a message. This keeps costs down and improves the service.
Message Escalation for Key Worker inc Social Workers
In some circumstances, it is imperative that staff are aware of messages left for them; social care
workers are a prime example of this. When calls are unanswered by social workers or support
staff, callers can request to leave a message for them (these can be sensitive relationships with
‘at risk’ or vulnerable patients or members of the public).
To ensure these messages are responded to in a timely fashion, the system can prompt social
workers to check these messages at regular intervals. Should the ‘SLA’ pass, the system can
escalate this message to a line manager or care team to ensure contact is made with the caller.
In light of the Victoria Climbié case in 2000 major changes were made to Child Protection policies
in the UK. Lord Lamming recommended changes to the way communications were dealt with
after a voicemail message which was on a mobile network voicemail system appeared not to
have been reviewed. It is understood that the content of the voicemail would likely have helped
avoid this awful tragedy.
First Call Resolution (Mobile and Agile Workers)
Efficiency can be achieved by enabling remote workers to deal with calls between other
important daily tasks, rather than duplicating the amount of staff. By understanding more about
the individual members of the team we can make substantial personnel savings. The solution can
take information about the ‘state’ or ‘mode’ of an employee and decide best how to route calls.
We can use the location, calendar and IM and Presence information from other key IT systems to
enable seamless routing to remote staff.
Location Services
Callers can identify the nearest Council Office based on the post code or telephone area code
they specify. Separate categories are provided for office lookup types. Callers are presented
with up to three location listings within a twenty-mile radius of the post code or telephone
number entered.
TeamQ – The Informal Contact Centre
For busy teams fielding calls, solving problems, juggling multiple service requests. They could be
IT help desks, technical support groups or customer services.
TeamQ delivers high ROI by giving teams access to vital call centre features at a fraction of the
price of other call centre solutions. Features include: Uniform Call Distribution (UCD), Automatic
Call Distribution (ACD), Agent Desktop Control with Informative Screen Pops, Supervisor
Interface, Reporting and more.
Staff Management
By interacting with back-end systems, staff members can access and update job-related
information using a touch-tone telephone. Callers can perform real-time job tasks such as
reporting off-duty status, checking for available work shifts, and submitting requests to work
available shifts. Callers can also inquire into personal employment information such as holiday
time and work history.
Housing / Inspections
Callers can schedule an inspection, cancel a scheduled inspection or retrieve inspection results
using a touchtone telephone. To schedule an inspection, callers are asked to enter their identity
number and inspection type, and to specify the desired inspection date. Data is retrieved from
and submitted to a SQL Server database.

Polling Place Locator
Registered voters can identify their assigned polling station using a touch-tone telephone. Callers
are prompted to enter several pieces of identifying information. The application then queries a
SQL server database and presents the polling location to the caller using text-to-speech.
Property Tax Information Line
Allows callers to enter a property number and receive current and prior year property tax
information, including payment status, due dates, and amounts. Callers may also request that a
duplicate property tax statement be mailed to them at their address of record.
Missing Pet Information
Using a touch-tone telephone, callers can enter a pet license tag number and obtain contact
information for the lost pet owner. Data is retrieved in real-time from a SQL server database.

River Flow Information
Callers can obtain specific river flow data using a touch-tone telephone. Data available includes
the river flood phase, height in feet, and flow data in cubic feet per second. Data is retrieved in
real-time from a SQL server database.
0
Residential Building Permit Inspection Line and Notification Service
Building permit holders can request inspections and check the status of an inspection using a
touch-tone telephone. In addition, the application can notify inspectors of inspection requests
and allows them to respond to those requests and report inspection results. Requests initiated by
permit holders are communicated to the appropriate inspector by placing a customised voice
message into a CX-E subscriber mailbox. The subscriber mailbox is configured to notify the
inspector using callout notification. Upon notification of a request, inspectors interact with the
application to either accept or reject the request. Rejecting the request generates a voicemail
notification to the backup inspector database for processing.
Benefits Eligibility Status
Users can enquire about benefit eligibility using a touch-tone telephone. Callers are prompted to
enter their ID number and the date on which they are enquiring. The application then queries an
Oracle database and reports whether the caller is eligible for benefits for the specified month.
Social / Foster Care Contract Verification
Foster care providers can verify information about the children in their care in order to receive
foster care payments from the government. Providers are required to enter each child’s ID
number, the dates for which care was provided and answer several care-related survey questions.
License Renewal Request
Callers can request license renewal paperwork by entering a license renewal code via touch-tone
telephone. License renewal requests are validated and stored in a Microsoft SQL server database
for later processing. Summary call data is submitted to the SQL server database at the
conclusion of each call.
Child Support Payment Status
Callers can inquire on the status of child support payment and collection information using a
touch-tone telephone. By entering a case number and ID number the caller can access
information including the date and amount of recent collections received or payments made for
the case. Data communicated to callers is retrieved from the government’s mainframe computer.
Employment Security Information and Payment System
Callers can certify for unemployment and check unemployment claim status using a touch-tone
telephone. Data related to the application is exchanged with the government’s host mainframe
computer using a custom TCP/IP socket interface implemented for this purpose. Call related
events are written to an Oracle® database for reporting purposes.
0 For more information, please email sales@processflows.co.uk or contact
ProcessFlows, Sheridan House, 40-43 Jewry Street, Winchester, Hants. SO23 8RY
Tel: 01962 835053 Fax: 01962 835100 www.processflows.co.uk