PUBLIC SECTOR
even if teams aren’t on the ground.” As with all businesses though, Lloyd says that innovative systems can win out when budgets are squeezed. “It can be difficult for resellers to sell into and engage with public sector firms, due to the extensive list of regulatory requirements that they need to be a part of and frameworks that they must adhere to,” said Lloyd. “However, resellers are quickly rewarded for the time and effort invested in understanding the unique requirements. “Winning new business in the public sector is a competitive process due to the number of well-established vendors and resellers also available. However, innovative ideas and creative solutions that align with regulations are key to unlocking new opportunities. Public sector organisations have to show their due diligence when spending public money. Therefore, proving their understanding and building a business case that meets compliance needs will go a long way in opening up conversations with those with purchasing power.” Public Service At the end of the day, the public sector can seem an intimidating place. However their needs are much the same as any public-facing business, namely communication. “Working remotely has magnified the need for reliable connectivity across the public sector,” said Tilsed. “Public sector organisations are often required to work across a number of departments and agencies in different locations, and since the 2020 pandemic, working remotely or from home has become the norm for many public
sector employees. “At the same time, the ability to work remotely is now a fundamental factor in their customer experiences. For example, thanks to optimised collaboration and communications platforms, housing departments can diagnose issues remotely, such as broken boilers. Instant access video is helping engineers solve problems and make timely decisions remotely, streamlining the process significantly and improving the overall experience for members of the public.” Hopkins was able to provide other examples where communication is key adding: “A&E patient care and interpreter negotiations in the defence and blue light sectors are two of the areas where AV is increasingly being used. “The police and ambulance services are increasingly using video collaboration as part of their interpreter network. In the past, people needing an interpreter were connected via a phone call, but video calls are now replacing this system and proving a much more effective communication tool due to being able to consider facial expressions and body language. “Another use has come in the form of fire and ambulance services using video conferencing systems to train remote workers on current practices and procedures – a technique that has proven to be a rapid, safe and efficient way to educate staff in the service.” As a result, Tilsed says that CPaaS in the public sector is becoming more popular as “departments need to provide quick and efficient customer support. To help with this, we’ve seen many organisations adopting CPaaS technology, which includes SMS, voice, chat apps, video and performance monitoring. “For example, a housing organisation can leverage video when triaging customer issues, such as leaking or burst pipes. With access to real time visual data, they can remotely connect with the customer to better diagnose a problem, understand its severity and urgency, and decide on an appropriate plan of action. “Given service issues can be stressful situations, customers want them resolved as quickly as possible. Being able to speed up the process through communication technology, such as video capabilities, will therefore lead to better customer service experiences overall.”
It can be difficult for
resellers to sell into and engage with public sector firms, due to the extensive list of regulatory requirements that they need to be a part of and frameworks that they must adhere to...
Chris Hopkins Public Sector Lead
logitech.com
ucadvanced.com
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