e-Govt_IS_pdf

8/7/2019 e-Govt_IS_pdf

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Voice Enabling e-Gov Applications using InternetSpeech Voice Internet Technology,

Company Confidential

Voice Internet Technology For e-Gov an imperative

e-Governance is the computerization and automation of commonadministrative processes (including government processes) to ensuremore transparency, efficiency and service orientation using ICT andelectronic media. Thus the goal of e-Governance is to lowering costs,improving efficiency and generally providing better services tocitizens.

e-Governance is improving the lives of billions of people worldwideand is integrating government services in a way never seen before.Linux with its low cost, high security and open standards is rapidlybecoming the driving force behind this revolution.

It is important to further clarify the benefits of e-Governance withsome real examples to appreciate the need of e-Governance.

A. Make Government services hassle-free, faster, cheaper,more inclusive and at citizens doorsteps.

B. Bring efficiency, effectiveness, transparency andaccountability to administration. C. Enable peoples voice indecision making (as people can directly interact

electronically)D. Minimize corruption (as electronic processingeliminates/automates major steps for

possible corruption)

A few Examples:

1. Accessing Public Records seamlessly in an automated way citizens will be ableto access public records (like Land related forms, Birth Certificates, University

Admission forms and the like), fill necessary forms and submit them

automatically on their own. Several steps of the Government existing processes in

this regard will be automated saving huge costs, improving efficiency and with agreat customer service.

2. Bill Payment users will be able to pay various bills like electric bill, water bill,

gas bill without staying in a long line.

3. E-procurement Govt. will be able to make its procurement process very

effective by automating it using ICT.

4. Job service various job related services can be automated making it very useful

and simple for users.

5. Government administrative processes (file transfer, entering data in files,

analyzing comments, sharing files to all involved etc) will be very simplified.


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Thus, the need for e-Gov is very clear. It is important to note thatbecause of the large Digital Divide, high population density, manypeople under the poverty line and the like, the need for e-Gov need ismore prominent in the developing countries. But there are largeDigital Divides in some sections of population in the developed

countries as well (e.g. in U.S. there is a large Digital Divide in NativeIndians as well as in rural areas). So,e-Gov is needed for all countries.

However, e-Gov with traditional methods would still require to have acomputer or a similar device. This is a critical issue for many people atthe base of the pyramid because of four main reasons: affordability,difficult to learn how to use a computer, difficult to use a computer (ora similar device) and illiteracy.

This is where Voice Internet technology makes a big difference as

it is very affordable, does not require any literacy and very easy tolearn & use. Accordingly, Voice Internet can bring the benefits of e-Gov to much more people as number of phone far outstrips thenumber of computers (computer represent only 14% of total phonepopulation as there are 550million connected computers versus over5 billion total phones in the world).

Value Proposition by Voice Enabling with InternetSpeechs Voice Internet

Technology, netECHO

InternetSpeechs Voice Internet technologies, netECHO can provide

cost effective voice enabled solutions to the e-Gov industry. Thevoice platform, netECHO offered by InternetSpeech automates voiceenabling of web sites and applications without site or contentmodifications; it is multilingual and offers V-commerce capabilities.

IS using netECHO can provide a totally integrated solution thatactually uses the web site as the database for callers. This approacheliminates the need to create and maintain separate voice and datahelp sites and the need to create special content and flow to access byIVR. Our service offering will include:

Development of Speech User Interface (SUI) based on business logicand requirements.

Customization of netECHO features to better fit with the applications

Integration of netECHO with the existing web infrastructure


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Typical solution Architecture using netECHO

Internet

netECHO Internet Interface

TTS(Text to Speech)

3rd

Party

Phone

Interface

SR(Speech Recognition)

3rd

Party

Search A-Browse

v-Commerceemail Voicemail

Surf

Our solution retrieves and renders text on any site or applicationwithout site or content modification. netECHO software resides at theservice provider and its Intelligent Agent automatically rendersexisting visual Internet content into short, precise, easily navigableand meaningful audio.

Example Applications: General E-Gov applications

Accessing reports via voice.

Transactions by Voice (money transfer, payment,..)

Call Center and CRM

Key Benefits

Increased ROI

Greater level of customer satisfaction Consistent service through automation

Shorter call times through easy navigation and elimination of holdtime as compared to a human operator or a DTMF system.

Reduction in operational cost through automation and shorter calltimes


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Better service through better call handling capacity and lesserdropped calls.


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Easy access to other Internet services (e.g. after finishing e-Gov, ausers can go to email, search or shopping application). netECHObasically makes it a web based IVR so that user can easily accessall web related features and applications.

Other Key Points toNote:1. Voice e-Gov using general Voice Internet Versus Custom VoiceInternetThe method described above uses Custom Voice Internet for Voicee-Gov where thenet ECHO core rendering engine is used with a Custom Frontend dialogue that is fine tuned for e-Gov on a specific e-Govwebsite. However, the Form Filling feature in net ECHO can alsobe used to do all e-Gov related features. In this case, user woulduse the general Form Fillingcommand as opposed to naturally

filling forms using Custom front end Voice dialogue.

2. Security IssueObviously, password and user id are not secured in any voicesystem. To ensure that wehave a secured e-Gov application, net ECHO has two options:a. Using Caller ID (i.e. ANI) so that a user would need to call fromsome specific pre-

registered phone number)b. Additional security steps / questions if a user is allowed to useany phone

3. Regulatory IssueFor e-Gov, regulatory issue may not be a real issue.However, net ECHO can accommodate regulatory issues, ifany.

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