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
Agency Information and Routing
Auto Attendant/Call Router
Automated Disaster Roll Call System
Automated Child Support Enforcement
Bulletin Board/General Announcements
Credit Card Payment
Driver’s License/Vehicle License Renewal
Election Results Collection and Reporting
Fine/Ticket Payment via Credit Card
Human Resources Employee Reminder
Legislative Bill Opinion Gathering
Legislative Bill Status Information Line
Name and Address Collection
Payment Reminder with Credit Card Option
Public Opinion Surveys
Service/Housing Availability and Information
Speech Recognition Name Dialer
Speech Recognition with Name and Address Grammar
Tax Information Hotline
Telephone Access to Web Site Information
Traveler Information Services (511 Service)
Unemployment Benefits Info + Reporting
Voting Site Locator
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
Database of Stored TTY Phrases
Response & Prompt Controls
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.
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.
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.
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.
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.