Since the COVID-19 pandemic forced widespread stay-at-home orders early last year, government agencies and education systems have faced a painful new reality that looks likely to persist for most of 2021. Although the public sector has generally been encouraged to adopt teleworking since 2010, resistance to it has remained high until the pandemic hits. Reasons cited for resistance included technological issues such as connectivity, inability to be immediately available for impromptu meetings, inability to convey intangible information or priorities, and distrust of the work ethic of some. employees.
As a result, government employees working from home suddenly struggled with productivity even as many agencies faced increased demand for their services. For example, with soaring unemployment and the passing of the CARES (Coronavirus Aid, Relief, and Economic Security Act) law, many state agencies providing unemployment benefits have not been able to keep pace with the the massive increase in requests for assistance, which has resulted in overworked officers and frustrated citizens. We have also seen widespread unemployment insurance fraud as agencies struggled to keep up with the number of applications and establish new processes to ensure applicants’ identities. And now, with the vaccine rolling out slower than expected, federal and state government agencies are once again facing criticism for a lack of information centers and poor communication with voters.
While most educational institutions and local school systems were able to briefly close to formulate remote learning strategies, they are still struggling to provide administrators and teachers with the tools they need to conduct classes. effective distance learning, which provoked a backlash from frustrated teachers, students, and parents. Vulnerabilities in existing tools have allowed intrusions into online courses, including the posting of material that is highly inappropriate for minors, which has added frustration and anger.
In 2021, Workstream Collaboration (WSC) solutions will enable government agencies and educational institutions to replace their disparate, siled communication tools with simple, cost-effective strategies to deliver, improve, scale and secure remote services. This will allow home agency employees to stay productive and compliant, while providing a foundation for more interactive and higher quality remote learning environments.
In the past, organizations trying to create a Unified Communications (UC) environment that supports remote working struggled to integrate multiple disparate tools, resulting in multiple logins, different user interfaces, and little or no workflow. information between the different tools. In this frustrating environment, creating integrated, real-time, secure, and compliant workflows was extremely difficult and costly.
Today, secure and compliant Workstream Collaboration solutions like Avaya Spaces™ integrate multiple tools, including voice, video, messaging, chat, and task management. This helps maintain the context of conversations even when moving from one tool to another and allows teams to create public and private workspaces for information sharing and collaboration.
Team collaboration solutions like Avaya Spaces can integrate with other WSC platforms such as CPaaS Avaya OneCloud to create a complete and unified communication environment to automate more processes, improve collaboration and increase productivity. For example, HIPPA-compliant Avaya OneCloud CPaaS is already helping government agencies and healthcare providers develop a comprehensive communication plan to support the immunization process. By enabling teams to quickly customize and deploy automated processes, they can address many communication challenges related to vaccine deployment, including identifying and reaching priority populations, as well as collection, tracking and reporting. key measures of progress. The solution also helps teams manage appointments more efficiently, including the delivery of second doses of vaccine.
In 2021, with WSC as a base for collaboration, government agencies will be able to:
- Persist conversations on public or private channels. This means that over time they can capture and retain valuable information, providing deeper insights to the right person at the right time in the decision-making process.
- Collaborate across multiple channels in secure meeting spaces that can be restricted to only named and authenticated participants.
- Engage more seamlessly with voters by connecting on the channels voters prefer.
- Provide secure, real-time alerts and notifications across devices, whether to notify agency staff of upcoming deadlines or to notify voters of an emergency or the status of a vaccination.
- Use artificial intelligence (AI) to enhance meetings by removing background noise and creating live transcripts that can differentiate voices to create an accurate recording of conversations.
- Integrate WSC with other tools to ensure employees have immediate access to information that may be stored in other cloud and legacy enterprise systems and databases, such as Microsoft Office 365.
Educational institutions and local school systems will also be able to:
- Host remote learning classes with dozens of students without worrying about intrusions from disruptive students or non-students.
- Use AI to transform the student experience with higher quality video lessons.
- Enable groups of students to work together safely and more effectively with access to more information and better interactions with teachers
- Keep parents better informed of student progress.
- Facilitate more effective Individualized Education Programs (IEPs) despite the lack of face-to-face meetings.
- Integrate WSC with other educational tools to create a more complete teaching environment through on-campus and remote interactions.
Gartner predicted that by 2022, 70% of teams will rely on WSC as their primary means of communication, coordination and information sharing. By 2023, Gartner assumes that 75% of organizations using the WSC will have fully extended it to all employees, up from 45% in 2019.
In 2021, Workstream Collaboration solutions will continue to evolve, offering more features, greater channel flexibility, finer control over interactions, and higher levels of security. The year 2021 will also be a turning point for the public sector as the pandemic subsides and many government agencies, educational institutions and local school systems can use their new technology platforms to integrate lessons learned from access to distance and constantly reshaping the way they fulfill their mission. assignments.
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