Today’s Governmental agencies are contending with a challenging balancing act. A broadening scope of services for employees and citizens must be delivered within budgetary and resource constraints. Meanwhile, products and services need to be evaluated in light of regulatory compliance, future needs, national priorities and technological advances.

At INI, we are creating and implementing solutions that meet today’s needs and anticipate tomorrow’s. We have a long track record of partnering with the Avaya ecosystem to provide self-service solutions to Governmental agencies. We have worked with almost every type of public entity, providing assistance to both Federal Military and Civilian sectors, to State, County and local governments, and to the K-12 and Higher Education markets.

With INI self-service solutions, agencies can:

Realize a near-term ROI by automating communication activities that are transactional or database-driven.
Provide communications solutions that are accessible to the hearing impaired and are regulatory compliant.
Reduce operating expenses and increase staff productivity
Improve relationships with internal and external customers through professional, efficient call flows and dialogue.

IVR Solutions for Government

Account Status Inquiry

Enables callers to receive automated account status or provide change information to accounts and services. Now your users don’t need to wait on hold for an available representative.

Agency Information and Routing

Callers can call a single number to hear information regarding specific agencies and then have their call routed to the appropriate agency. Agencies are broken down by category, and the caller is prompted through a series of questions to determine the appropriate agency. A variety of information on each agency can be recorded or played back using text to speech technology to convert existing text files for playback. Both general and specific information can be provided for each agency. Upon obtaining the requested information, the caller can be given an agency number to call or be transferred to the desired agency.

Auto Attendant/Call Router

This application allows agencies to handle larger call volumes more efficiently. It will automate call routing so staff can focus on high-quality customer care. Callers will be empowered to be in control of their call destination, and useful information is provided while they wait. In addition, the caller has the option to “zero out” to a live operator at any time they desire.

Automated Disaster Roll Call System

In the event of a disaster, a method of rapidly allowing individuals or groups to “check in” can be very helpful in quickly assessing the overall situation. A system can be deployed that accepts many simultaneous inbound calls, allows the caller to identify themselves and their status, and reports this information to the appropriate authorities. The caller interface technology used can be touch-tone or can incorporate speech recognition and/or voice authentication to simplify use and enhance security. Reporting can be via e-mail, out-call or web page posting.

Automated Child Support Enforcement

Caseworkers across the country struggle with timely collection and disbursement of child support funds and dissemination of information to custodial parents. This application allows custodial and non-custodial parents access to child support payment information for funds that are paid directly to the child support agency. Amount received, received date, distribution date, and other information is available to the caller. Also provides a two-way communication methodology via ad hoc messaging functionality between the calling parent and the caseworker. This solution frees the caseworker to spend more time resolving issues rather than giving out readily available information, and provides the calling parent access to pertinent information needed for support of the child.

Benefits Administration

Employees simply and quickly check on up-to-the-minute status recordings of employee benefits coverage and special programs they may be involved with. All it takes is a simple phone call and the automated application does the rest. Enrollment items can be modified to change coverage, verbally add new dependents, etc.

Bulletin Board/General Announcements

Provides callers with important information through recorded bulletins. Construct, record, and modify messages as often as you’d like with the simple telephone based administration.

Course/Seminar Registration

Allows staff or others to automatically register for upcoming training.

Credit Card Payment

Automated credit card payment provides integrated transaction processing to simplify the payment of license fees, permit fees, or any other type of charge. Credit card payment provides certified access to all major credit card authorization systems. Users can enter credit card information on a 24-hour basis to pay for a variety of services. This functionality can be integrated with an account balance lookup to further simplify the process and update system information. If an existing credit card processing system has been integrated with a web site, the IVR application can also be integrated with that system.

Dial-by-Name

Working in conjunction with an agency’s auto attendant, a caller can be given the option to enter the first few letters of a specific individual’s name and be transferred to that person’s extension. An easy-to-use Windows administration application allows the agency to maintain their own list of individuals and extension numbers. This provides an alternative to the dial-by-name functionality in a large voice mail system.

Driver’s License/Vehicle License Renewal

Provides for renewal and payment of driver’s license and vehicle license over the phone. The caller is prompted for the current driver’s license number or the vehicle VIN number. Payment is done via credit card authorization over the phone. Information input can be via touchtone entry or spoken input. Information regarding renewal amounts can also be played prior to any transactions taking place.

Election Results Collection and Reporting

Provides up-to-the-minute election results via the phone. Makes results quickly accessible as pre-recorded messages available by phone or through Internet access to the appropriate database.

Emergency/Event Notification

Providing an efficient method of notifying groups of people in the event of an emergency or some other planned event has gained prominence in the wake of 9/11. Agencies need to notify emergency personnel, employees, and other personnel in a proactive and traceable manner. Utilizing “outcalling” functionality, an automated system can be programmed to notify these people in a timely manner. Options include single or multiple lists of “callees,” response verification, alternate cascading number calling if not reached on the first try, estimated time of arrival upon notification, and a variety of options specifically designed to meet that agency’s needs. Contact notification reports can be sent to specific people via email or made available via an Internet browser.

Fine/Ticket Payment via Credit Card

Allows the caller to pay outstanding fines and/or tickets via Credit Card Authorization. Simple, easy process to remove outstanding encumbrances from the privacy of the office or home.

Help Desk

Several different aspects of Help Desk operation can be automated. Callers can indicate the general nature of their call and be intelligently routed to specified “experts” in that area. For e-mail-based Help Desks, telephone calls can be recorded, attached to e-mail messages and forwarded to the Help Desk e-mail box, providing a single location for all help requests. Trouble tickets can be initiated automatically by interfacing an IVR application with existing help desk systems. Once a ticket is created, callers can obtain status information without the need to interface with a live person. An IVR application can also provide faster dispatching of trouble tickets to technicians via out-calling or paging. Technicians can also update ticket status from any telephone.

Human Resources Employee Reminder

HR staff members often spend hours and hours on the phone or the computer making employee reminder calls and e-mails. Now you can automate this process with an automated system that plays pre-recorded reminder messages about required form submissions, employee performance reviews, etc.

Information Hotline

Provides an alternate way to post job openings to employees and potential employees. It’s simple to use and easy to maintain through your touch-tone telephone. Provides information about available jobs through recorded message or fax back. Callers can also verbally apply for a job by filling out a pre-interview touch-tone audio form.

Job Line

Provides callers with important information through recorded bulletins. Construct, record, and modify messages as often as you’d like with the simple telephone based administration.

Legislative Bill Opinion Gathering

Allows the public to call in and easily indicate their support for specific bills and leave recorded comments that can be reviewed. The application can also provide real-time results to legislators and staff by giving them a number to call to hear the “vote” results on a specific bill and providing the ability to listen to the comments. This application can be configured with different types of caller interfaces, providing different levels of “user friendliness.”

Legislative Bill Status Information Line

This application can provide callers with up-to-date information on bills under consideration. Callers can hear information on all bills, or specific bills. Legislative staff can update recorded messages on the status of each bill individually.

License Renewal

Hunting, fishing, and other licenses can be purchased over the phone. If desired, locations of providing vendors can be supplied in addition to costs for each license. Season information and bag limits can also be supplied if wanted. A survey application can also be employed to collect harvest information.

Name and Address Collection

Significant personnel FTE resources are used by numerous governmental agencies to transcribe name and address information left in voice mailboxes or handwritten notes. Several different methods exist for automatically collecting callers’ names and addresses for the purpose of mailing information, updating records, issuing licenses, etc. The appropriate method can be integrated into any application requiring this functionality.

Office Locator

Callers can find the location of the nearest agency or department office by entering their zip code. The application can utilize an internal database or access an existing web-based office locator system.

Payment Reminder with Credit Card Option

An automated outbound service that plays billing information, amounts, due dates and gives callers the option to pay balances by phone with a credit card.

Post-Call Surveys

Call center users can be surveyed with an automated post-call survey to collect information regarding satisfaction with their agent interaction. Calls can be selected on a sampling basis and performed with or without agent initiation.

Public Opinion Surveys

Government agencies are increasingly mandated to provide “report cards” on their performance. An alternative to creating, distributing, collecting and analyzing written forms or cards is to steer users to a toll-free telephone number and automatically collect feedback on services. This information can be automatically summarized and distributed via e-mail to all interested parties, even on a daily basis.

Reverse Directory

A reverse directory service provides name and address information based on telephone numbers. The system prompts the caller for the telephone number of their location. The application will submit a query to the reverse directory service via an Internet connection. The XML response is typically received within two seconds. “Hit rates” are typically greater than 80%. The caller verifies the street number. The name can also be read or spelled and verified. If the information is not available or is not correct, the information can then be collected in an audio form, as described above. This approach allows the use of a standard touch-tone user interface and eliminates most of the transcription effort. There is a contract charge for the reverse directory service based on expected call volume. The contract price is approximately $0.10 per successful inquiry. The system can also be configured to query an internal database first and only access the external service if there is no internal match.

Service/Housing Availability and Information

Multiple agencies provide a variety of services, including subsidized housing/health coverage/subsidized food/etc., which have differing eligibility requirements and availability timelines. This solution allows the agency to publish the information for callers to hear these requirements over the phone and to provide other guidance and requirements to obtain the service. Callers can check on the status of various services that have already been requested. Since many of these services are provided to constituents during times of emergency and crisis, the user interface needs to be simple and straightforward to avert caller dissatisfaction.

Speech Recognition Name Dialer

Callers can be routed to specific individuals or organizations within the government by simply speaking their name. This can greatly facilitate the communication within the government, as well as provide easier access for the calling public. Such a system could be implemented for specific departments that have a significant need to provide access to individuals, or it could be implemented on a statewide basis for routing all calls.

Speech Recognition with Name and Address Grammar

The leading speech recognition companies have developed grammars containing a significant portion of names and addresses used in the United States. These are based on US Census and US Post Office data. This capability allows callers to speak their name and address and have it recognized with a high level of confidence.

SureConnect™

Allows callers to leave contact information so they can receive a call back rather than remaining on hold.

System Integration

For many of these solutions, integration to back office/legacy systems is required. Part of the Solution Definition process will include identifying these systems, designing the interface parameters, and setting up a test plan. INI uses a variety of tools for this integration depending on the embedded environment.

Tax Information Hotline

Provides access to tax information such as property tax amount, next due date and amount, past year history, etc. Also gives payment mailing information and other general information necessary for taxpayers such as tax rates, due dates, and other options.

Telephone Access to Web Site Information

Information sources already exist on many agency or department web sites. Practically any information available on a web site can be accessed by a telephone, using a combination of traditional IVR, speech recognition and text-to-speech technologies.

Traveler Information Services (511 Service)

Provides the traveler access to information regarding statewide traffic and weather conditions, road and mountain pass conditions, roadwork in progress, and any other information the Transportation agency wishes to provide to the caller. The FCC has set aside a specific “511″ number for use in this type of automated service. The agency is free to provide whatever information they feel is pertinent to assist travelers within their locale, including public transportation carriers and information (airlines, buses, subway, marine ferries, etc.). Given the wide variance of sensor deployment and availability of various types of information, these applications are very customized to the client environment. Utilization of speech recognition and text to speech technologies has proven to be the most effective method of deploying this information service so that travelers can easily access the information without distracting their attention from their driving.

Unemployment Benefits Info + Reporting

Allows the unemployed worker to call in and report job search progress without coming physically to the office. Reduces travel expense and frees up the caller to actively look for employment rather than waiting in long lines for service. Also provides access to a job hot line to alert callers to existing employment opportunities. This solution can be customized to play category-specific job openings that fit the caller’s profile of job skills and geographic availability before they finish the claims process.

User Interface

Both touchtone and speech technology interfaces are in use in today’s market. The application itself often dictates the approach to be used, with speech technologies gaining preeminence due to their user friendliness and intuitive approach. Speech technologies consist of speech recognition, text to speech translation, and voice authentication for security of access to information.

Victim Notification

Allows the prison/detention facility to notify past victims upon the release of specified prisoners. The system accesses the victim telephone numbers from a remote system to alleviate the need of having this information at each detention site and thus potentially available to inmates. Authorized personnel call into the system, enter their authorization number and password, and are prompted for the prisoner identification number. The system accesses the remote database to see if there are any victims who need to be notified. If so, the victims are dialed sequentially so that the authorized personnel can notify of the pending release of the identified prisoner. If the victim cannot be reached, a report is sent to a designated state official so that law enforcement personnel can be dispatched to notify them in person. Many states have passed laws regarding this need for notification prior to prisoner release.

Voting Site Locator

Allows the caller to request the voting location for their geographic location by using zip code or telephone number. Can be provided in multiple languages to accommodate diverse voting populations.

IVR Solutions for Business Process Outsourcing

INI has helped address government initiatives to outsource many business practices. Realizing that prime contractors are tasked with delivering these services as inexpensively as possible, we provide solutions that automate routine processes, thereby reducing the cost to fulfill these requirements. By implementing INI self-service applications such as menuing and form filling, which improve throughput on repetitive calls, several Federal and State agencies have achieved substantial time and cost savings.

The flexible, fast and simple-to-administer abilities designed into INI’s self-service applications ensure Business Process Goals are met from the standpoint of cost reductions. These reductions are realized both from the automation of routine tasks and from the high degree of administrative flexibility and control.

IVR Choices for Decentralized Management

Although the self-service application may be centrally implemented, there is often a need and/or preference to set up and manage components of the solution at a departmental level.

INI has responded to this requirement by providing Government Agencies the ability to allow individual departments to set up and change their own call flows for callers. This capability reduces the time and effort required for a centralized administrative staff to manage the needs and desires of unique departments, while maintaining the cost effectiveness of an overall centralized system environment.

INI can also provide the environment to allow individual department administrators access to their call directing and/or information gathering applications, so that the call flow and speech can work and sound as they feel is best for their situations. The easy-to-use administrative capability is individually password controlled as well, ensuring that only authorized personnel are making changes and only making those changes to their specific department.

IVR Solutions for Emergency Notification

INI’s solutions for outbound notification of individuals and entities has been used in a variety of implementations over the years. However, recent events have heightened the significance of this capability and broadened its relevance. This rapidly expanding need can be addressed with many levels of sophistication depending on requirements, up to utilization of voice print technology to verify the right recipients receive the message.

In support of our nation’s Homeland Security Directive, INI has added the Emergency Notifier to its many self-service general business applications. The Emergency Notifier is a fully programmable auto-dialer system that allows maximum flexibility when success is critical. INI’s Emergency Notifier can be used in any situation where automated outcalling to a list of contacts is needed.

IVR Applications for Equal Access

Section 508, Rehabilitation Act of 1998, added mandatory accessibility requirements for the Government. The objective of the regulation is to:

Ensure that the government’s internal electronic communication and information systems are accessible to disabled government employees, and
Ensure that the government’s public-access systems are accessible to disabled people in the general population.

As part of this requirement, specific features were identified that must be present in telecom and information systems developed, procured, leased, or used by the Government. Requirements germane to IVR include:

Voice mail, auto-attendant, and interactive response telecommunications systems shall be usable by TTY users with their TTS. [1194.23(c)]
IVR telecommunications systems that require a response from a user within a time interval, shall give an alert when the time interval is about to run out, and shall provide sufficient time for the user to indicate more time is required. [1194.23(d)]

As a Technology Partner of the Avaya Developer Connection Program, INI is committed to working with Avaya to deliver leading edge, self-service solutions for accessibility, such as the TTY interface technology used on the Avaya IR and Conversant V8 R9 platforms. INI’s expertise transitions IVRs into accessible solutions that are equally usable for TTY and non-TTY callers. Depending on the complexity of the call flow, a number of capabilities can be injected into an IVR solution to add TTY accessibility.

Detection of Incoming TTY Calls

Ability to appropriately respond to and route incoming TTY calls.

Database of Stored TTY Phrases

Similar to prerecorded speech phrases, TTY messages are stored and called upon as part of the TTY call flow – allowing the system to communicate to the TTY user in a manner that is specifically tailored to the TTY phraseology.

Multi-mode Communications

Enables the user to determine the preferred method of communication – including multi-mode communications where TTY and speech are combined. Some members of the TTY community prefer this type of communication, referred to as Hearing Carry Over (HCO) and Voice Carry Over (VCO).

Response & Prompt Controls

The ability to extend response time and avoid “time outs” is especially beneficial to users of relay services, where additional time is typically required to communicate between the user and operator. Controls for slowing down the rate of speech for IVR prompts enable a broader population of disabled and elderly callers to use an IVR system.

IVR Applications for Government Healthcare

For years, government medical facilities have served the largest base of patients in the United States. Although many of the challenges faced by military and veterans healthcare operations are common to the healthcare industry as a whole, many are unique to the networks.

INI’s Solutions for Government Healthcare highlight capabilities that streamline operations while enhancing quality of patient care. We are committed to applying the value of self-service communication to the business needs of the military and veteran healthcare industry. This commitment translates into tangible results as we continue to evolve our commercial off-the-shelf (COTS) product offering by:

Evaluating the impact of changing environments, programs and objectives.
Addressing market requirements through ongoing product updates.
Assessing the usefulness of new technologies in the government healthcare industry and implementing those technologies when and where they provide value to our customers.

INI’s deep technical expertise in computer telephony technologies, networking, operating systems, and database integration enables us to develop reliable, intuitive products that operate seamlessly within your environment. These solutions are ready for implementation and are periodically updated with new releases to provide ongoing performance and enhanced capabilities to our customers.

If your organization’s requirements are not addressed by one of our standard solutions, INI can leverage its foundation of expertise and toolkits to design and implement a solution tailored to your specific needs.

INI Med-Attendant

Patient routing services provide menuing for callers to gain quick access to departments and/or information. Configurable menus ensure the call flow is friendly to the callers and provides an efficient means for callers to get what they need. INI Med-Attendant improves patient satisfaction and decreases staff workload by automating requests for information. Med-Attendant provides an efficient and understandable interface for administrative personnel as well, facilitating quick and easy changes to the menu structure.

INI Med-Locator

Locating services provide callers with detailed information such as directions to medical locations or departments within a building, such as how to find radiology or MRI. INI Med-Locator can also provide location information and access to medical staff, saving time and effort for busy staff.

INI Med-Account

Patient account access information provides information on insurance payment status, benefit information and even provides a way for patients to pay outstanding balances.

INI Patient Notify

This product proactively contacts patients to communicate when they need to show for or reschedule an appointment, take medication, or even pay an outstanding balance. INI Patient Notify can also be used to contact a group of individuals with a common message, such as rapid deployment requiring personnel to update vaccinations or providing warnings on drug interactions or symptoms that may require medical attention.

INI Lab Results

Patients can call in, or even be called, to find out the results of lab work. Based on the results, calls can be set to provide the information, transfer to staff for more information, or request the patient consult with the physician for more information.

INI Prescription Refill

This product provides an efficient mechanism for patients to request a prescription refill without interrupting busy pharmaceutical staff. Options include the ability to completely automate the process, including collecting copayment via credit card, and even preparing prescription labels to facilitate efficient use of staff time.

INI Patient Feedback

Allows patients to provide feedback in the form of an audio survey. Medical facilities can receive efficient feedback on topics such as beneficiary satisfaction with healthcare services and programs. Patient feedback can be collected by either accepting inbound calls or placing automated outbound calls.

INI Patient Waiting

Designed for medical call center applications, this product can smooth out longer wait times with information about wait time and place in line, and can offer the patient a choice to be called back when a staff member becomes available.

IVR Solutions for Logistics

INI’s logistics solutions serve organizations tasked with handling the movement and storage of property. Our applications are used to streamline workflow procedures and voice call handling. Improved efficiency and speed of voice call handling allow agencies to enhance their service levels across the delivery chain. At the same time, they’re equipped to effectively manage larger call volumes with the same or fewer staff and minimal caller impact. Proactive contact management applications can also be employed to reduce the number of missed deliveries or pickups.

INI’s intuitive dialog design and speech recognition voice user interface (VUI) technology contribute to improved caller satisfaction, Many INI clients have seen significant gains in productivity and accuracy, as well as reductions in hold and total call times, as a result of self-service improvements.

N-1-1

INI N-1-1 solutions provide citizens with services and access to information in non-emergency situations.

The 9-1-1 emergency services network was created over 20 years ago as a fast and efficient way to access police and fire department services. Many 9-1-1 calls are not emergencies, however, and they have overloaded the 9-1-1 system.

States and cities have begun implementing other N-1-1 systems for non-emergency circumstances. These include 2-1-1 for community information referral services, 3-1-1 for non-emergency police services, and 5-1-1 for travel and traffic information, and 8-1-1 for access to one call services to protect pipeline and utilities from excavation damage.

The INI N-1-1 solutions employ a cross section of technologies to help callers navigate what can often be a complex maze of human service and government agencies. The automated features allow 24/7/365 access, providing high levels of service and citizen satisfaction.

INI brings expertise in systems development and integration, employing voice recognition, touch-tone, computer telephony, and Internet and Web access to leverage information sources. These sources can be from legacy systems or new systems developed specifically for a project.

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