表紙
市場調查報告書
商品編碼
1019326

面向政府部門增長機會的通信、協作和聯絡中心技術

Growth Opportunities for Communications, Collaboration, and Contact Center Technologies in the Government Sector

出版日期: | 出版商: Frost & Sullivan | 英文 97 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

COVID-19 大流行和相關的社交距離規範影響了所有公共服務,表明迫切需要數字化轉型。由於自動化水平低和數字技術用於提高生產力的有限使用,政府通常資金不足,仍然手動執行許多流程。

在本報告中,我們使用預先打包的通信協作解決方案、應用程序編程接口 (API) 和可編程通信功能來改善公民、公務員和其他利益相關者的通信協作體驗,這在政府部門很重要. 我們正在尋找機會來改進我們的工作流程。

目錄

戰略要求

執行儀表板

定義和範圍

市場狀況和增長環境

  • 技術演進
  • 政府部門概覽
  • 主要業務目標
  • 與 IT 相關的主要問題
  • 數字化轉型戰略的現階段
  • 成功衡量數字化轉型
  • COVID-19 對數字化轉型目標的影響
  • COVID-19 對技術投資的影響
  • COVID-19 對遠程工作者技術的影響
  • COVID-19 之後計劃的技術優先級
  • 優先考慮未來的投資
  • 投資於溝通協作的關鍵驅動因素
  • 當前使用的通信和協作工具
  • 開發溝通/協作工具
  • 溝通/協作解決方案
  • "在雲中" 部署通信和協作工具
  • 選擇雲或雲通信提供商
  • 為一線工作人員使用/計劃使用的技術
  • CPaaS 和可編程通信的使用
  • 使用 CPaaS 和可編程通信的好處
  • 溝通與協作的投資因素
  • 決定不投資/使用通信/協作工具的因素
  • 2021 年 IT/通信預算的估計變化
  • 電信技術供應商和服務提供商的關鍵成功因素和增長動力
  • UCC、UCaaS、CCaaS 和 CPaaS 提供商的關鍵成功因素和增長動力
  • 關鍵成功因素和增長動力
  • 增長的關鍵成功因素
  • COVID-19 的影響
  • 公共部門大流行之後的數字化轉型戰略
  • 生長促進劑
  • 生長抑製劑
  • 流程圖符號

轉型成熟的政府用例

  • 公共部門雲通信、協作和聯絡中心服務的主要用例
  • 異地混合員工溝通協作
  • 承包商參與的管理
  • 部委之間的協調
  • 入境公民/供應商/合作夥伴聯繫人
  • 公共宣傳、虛擬活動
  • 本地遠程監控和跟進
  • 提醒、通知、緊急警報
  • 虛擬工作流程
  • 群眾運動和調查

成長機會

  • 政府數字趨勢 - COVID-19 對技術要求和採用的影響
  • 增長機會 1:視頻會議
  • 增長機會 2:團隊協作
  • 增長機會 3:統一通信
  • 增長機會 4:聯絡中心
  • 增長機會 5:可編程通信
  • 增長機會 6:通信/協作設備

結論

附錄

目錄
Product Code: K5EB-64

Enabling Key Government Workflows with Pre-packaged and Programmable Communications Solutions to Enhance Citizen and Staff Journeys

Frost & Sullivan has identified the government vertical as ripe for digital transformation and the adoption of modern communications and collaboration technologies to improve operational efficiencies and enhance citizen experiences.

The COVID-19 pandemic, and the social distancing norms it necessitated, has impacted all public services, revealing the urgent need for digital transformation. Governments, usually poorly funded, still perform lots of processes manually, with low levels of automation and limited use of productivity-enhancing digital technologies.

Governments bodies are usually large organizations with a diverse workforce performing multiple different job functions, spread across several facilities, with lots of specific needs. Government services span social benefits, education, law making and courts, pest and wildlife control, tax collection, citizen information management, urban infrastructure, environment, transportation, safety and security, housing and building, employment, business and consumer services, culture and entertainment, street cleaning, garbage disposal, and more.

Each government workflow has its own stakeholders, supply chain, users, specific processes, protocols, technology requirements, challenges, and objectives. Additionally, by nature, some of the workflows in the government vertical are hard to digitize.

In order to effectively leverage digital technologies to address this vertical, a clear understanding of each workflow and the related choke points is required.

Research Highlights:

This study discusses opportunities for improving citizens', public workers', and other stakeholders' communications and collaboration experiences and enhancing important workflows in the government sector using pre-packaged communications and collaboration solutions, application programming interfaces (APIs), and programmable communications capabilities.

Key Features:

The study identifies key use cases for point solutions, such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), contact center, and contact center as a service (CCaaS) solutions in the government sector. The study also identifies the key growth opportunities within the government vertical for these communications solutions.

More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to government organizations:

  • Remote and hybrid staff collaboration and communication
  • Managing contractor engagements
  • Inter-agency communications
  • Inbound citizen, supplier, and partner contact
  • Public outreach and virtual events
  • On-premises and remote monitoring and follow-up
  • Reminders, notifications, and emergency alerts
  • Virtual workflows (court proceedings, city council meetings, etc.)
  • Mass campaigns and surveys (census surveys, voting polls, etc.)

Table of Contents

Strategic Imperatives

  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top Three Strategic Imperatives on Communications and Collaboration in the Government Sector
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Executive Dashboard

  • Growth Environment and Purpose of the Study
  • Growth Environment and Purpose of the Study (continued)

Definitions and Scope

  • Scope
  • Technology-related Definitions
  • Technology-related Definitions (continued)
  • Technology-related Definitions (continued)
  • The Value Proposition of APIs, CPaaS, and Programmable Communications

State of the Market & Growth Environment

  • Technology Evolution
  • Government Sector Overview
  • Government Sector Overview (continued)
  • Key Business Goals
  • Top IT-Related Challenges
  • Current Stage of Digital Transformation Strategy
  • Digital Transformation Success Measurement
  • Covid-19 Impact on Digital Transformation Objectives
  • Covid-19 Impact on Technology Investments
  • Covid-19 Impact on Technologies for Remote Workers
  • Technology Prioritization Planned Post Covid-19
  • Future Investment Prioritization
  • Key Drivers for Investing in Communication & Collaboration
  • Communication & Collaboration Tools Used Today
  • Communications & Collaboration Tools Deployment
  • Communication & Collaboration Solutions
  • Communications & Collaboration Tools Deployment "in the Cloud"
  • Cloud or Cloud Communications Provider Selection
  • Technologies Used/Planned for Frontline Workers
  • Usage of CPaaS & Programmable Communications
  • Benefits of using CPaaS & Programmable Communications
  • Communication & Collaboration Investment Factors
  • Factors Determining No Investment/Use of Communications and Collaboration Tools
  • Estimated Change in IT/Telecom Budgets in 2021
  • Critical Success Factors and Growth Drivers for Communications Technology Vendors and Service Providers
  • Critical Success Factors and Growth Drivers for UCC, UCaaS, CCaaS, and CPaaS Providers
  • Critical Success Factors and Growth Drivers
  • Critical Success Factors for Growth
  • Covid-19 Impact
  • Covid-19 Impact (continued)
  • Public-sector Post-pandemic Digital Transformation Strategies
  • Growth Drivers
  • Growth Restraints
  • Flowchart Symbols

Government Use Cases Ripe for Transformation

  • Key Use Cases for Cloud Communication, Collaboration, and Contact Center Services in the Public Sector
  • Remote and Hybrid Staff Communications and Collaboration
  • Remote and Hybrid Staff Communications and Collaboration (continued)
  • Managing Contractor Engagements
  • Managing Contractor Engagements (continued)
  • Inter-agency Coordination
  • Inter-agency Coordination (continued)
  • Inbound Citizen/Supplier/Partner Contact
  • Inbound Citizen/Supplier/Partner Contact (continued)
  • Public Outreach and Virtual Events
  • Public Outreach and Virtual Events (continued)
  • On-premises and Remote Monitoring and Follow-up
  • On-premises and Remote Monitoring and Follow-up (continued)
  • Reminders, Notifications, and Emergency Alerts
  • Reminders, Notifications, and Emergency Alerts (continued)
  • Virtual Workflows
  • Virtual Workflows (continued)
  • Mass Campaigns and Surveys
  • Mass Campaigns and Surveys (continued)

Growth Opportunities

  • Digital Trends in Government-Covid-19's Impact on Technology Requirements and Adoption
  • Growth Opportunity 1: Video Conferencing, 2021
  • Growth Opportunity 1: Video Conferencing, 2021 (continued)
  • Growth Opportunity 2: Team Collaboration, 2021
  • Growth Opportunity 2: Team Collaboration, 2021 (continued)
  • Growth Opportunity 3: Unified Communications, 2021
  • Growth Opportunity 3: Unified Communications, 2021 (continued)
  • Growth Opportunity 4: Contact Center, 2021
  • Growth Opportunity 4: Contact Center, 2021 (continued)
  • Growth Opportunity 5: Programmable Communications, 2021
  • Growth Opportunity 5: Programmable Communications, 2021 (continued)
  • Growth Opportunity 6: Communications and Collaboration Devices, 2020
  • Growth Opportunity 6: Communications and Collaboration Devices, 2020 (continued)

Conclusion

  • Conclusion

Appendix

  • Case Studies
  • Case Studies (continued)
  • List of Exhibits
  • List of Exhibits (continued)
  • Legal Disclaimer