Alcatel Multimedia Citizens Call Centers and Security Solutions Hradec Kralove , March 29th 2004

1. Crisis situations & Communications with citizens: Enabling Local Authorities and Public Administrations to provide new services to citizens Alcatel Multimedia Citizens Call Centers and Security Solutions Hradec Kralove , March 29th 2004

2. Local Authorities & Government agenda Citizen Service Citizen value Lower citizen cost Greater availability Citizen centricity Fewer, more effective interactions Single point of contact Operational Efficiency Lower service provision and overall costs Less headcount Transformation Achieving policy objectives e-Government Political Return Greater participation “Digital Divide” Economic impact Greater transparency/ accountability More effective policymaking Source: Gartner, 2003

3. How can Alcatel Help local Authorities & Governments Improve efficiency Enhanceservices to citizens Bridgedigital divide & Boosteconomic development

4. Public Agencies: Contact Center Challenges • Improve citizen satisfaction • Reduce wait & service times • Reduce operational expenditures • Optimize utilization of public funds • Enhance accessibility to information • Anytime, anywhere access for communicating with constituents Improve communication between citizens & public agencies

5. Service level Expectations • 24x7 access • Consistent service • Fast service completion • Low wait times • Multiple access channels • Personalized service • One call resolution Business Site 1 Site 1 HQ HQ Site 2 Site 2 Public Agencies Service Level Requirements Citizen Service level expectations for customer’s interactions with Business’ or Public agencies are the same

6. Human Interface & Adapters Enabling Applications Workforce Management Outbound Self Service Internet Inbound Framework Routing& Reporting Operating Environment Alcatel Genesys SuiteReal-Time Interaction Suite • Integrated – enables intelligent interactions • Open & proven – reduces cost of ownership • Scalable – allows growth & migration at own pace

7. Real-Time Interaction Value Better Interactions Better Image Better Operations • Personalized service • Fast answers • First call Resolution • Live support and self help • Anytime, anywhere access • Operational efficiency • Balancing service with cost • Improved communications • Emotional bond with citizens • Satisfied citizens

8. Benefits • Employee Travel • Employee & Dept. Locator • Internal Help Desk • Unified Communications • Voice activated Dialing • Child Welfare • Game & Wildlife • Health Administration • Justice & Public safety • Patent & Trademark • Postal Services • Social Services • Tax & Revenue Federal/ Provincial Public Agency • Benefits • Employee Travel • Employee & Dept. Locator • Internal Help Desk • Unified Communications • Voice activated Dialing • 311 Non-emergency services • 911 Emergency services • Parks & Recreations • Parking & Traffic enforcement • Permits & Licensing • Local Tax collection • Transportation services • Utilities, Streets & Sanitation Regional/ Local Communities Internal Productivity Citizen Support Application Focus Government & Local Authorities Solution Map

9. 311 Application – City of New York • Background • City maintains more than 40 help lines with 11 pages of listings in Yellow pages • Created a single, integrated channel through which all of the city’s non-emergency services can be accessed • Directory assistance for local government offices • Information requests about specific processes or services – from fixing potholes to arranging for sanitation pick-up • Deploys Alcatel Genesys Enterprise Routing and Workforce Management solutions • ROI • Improved operational efficiency by using lower-cost service delivery channels • Reduced the number of transferred and lost calls • Increased agency productivity and responsiveness

10. City of Lyon : Lyon Direct : new services to citizens ·  Directory assistance requests for city office phone numbers, addresses or office hours. ·  Information requests about specific processes or to acquire information or publications. ·  Requests for a broad range of services, from fixing potholes or acquiring a birth certificate to arranging for sanitation pick-up. ONE phone number to call Routing Engine Main Call Center Coordination of voice and data transfers Workforce management Agent selection e.g. data pop up according to request type

11. Child Support Agency, Australia • Background • Government Agency facilitating payment of child maintenance between separated parents • 2200 Genesys enabled staff in 19 locations • Client relationship management/knowledge worker environment • 700,000 active clients and 4 million calls per year • Deploys Genesys Enterprise Routing and complex CTI with CRM applications • ROI • 80% reduction in total transferred calls • 12% reduction in failed transfers • 15% increase in calls resolved in IVR

12. State of Washington - Department of Employment Security • Background • 300 to 450 agents across 3 contact centers • Handling 30,000 to 50,000 calls per week (peak volume) • Deploys Genesys Enterprise Routing and Workforce Management solutions • ROI • Agent talk time reduced from 805 seconds to 504 seconds per call • Telecommunication expenses reduced by $27,000/month. • 75% decrease in customer complaints • 97% agent utilization rate during peak seasons • Increase in number of calls answered from 16% to 45% • Reduction in number of calls deflected due to high volume messages or busy signals from 84% to 28%

13. AMBULANCE BUILDINGS MASS TRANSPORTATION AIRPORT POLICE TRAFFIC SYSTEM TRAIN STATION PARKS FIREMEN OIL & GAS STREETS The security challenge

14. Solutions specifics related to various environments Data acquisition / transmission / Data processing Behavior analysis Airport automated counting + intrusion luggage Highway Borders On board Vehicle Parking Screening zone detection Counter way aggression Double lane Emergency lane Quick drop looting Pipe-Lines Slow/quick traffic Pot. thief Traffic lights sabotage Precise Counting

15. Control Center Telecommunications Services Remote Location Telecommunications Services Transmission Network Audio+video surveillance Maintenance Control Voice w/ remote local or central use Manual alarm Trigger Security Information Travelers Information Targeted advertisements Breaking news Automatic alarm (noise/zone) automatic behavior interpretation From the inside Or outside Interactivity/real time/remote locations+various services-? networkS High Speed Internet

16. Alarms(I) ECP Alarms(O) GPS Cameras (I) Fixed Network Radio Network DVR Wall of display Configuration Passenger Information Display Phone set PDA laptop Public Address Alcatel end-to-end delivery for Security Turnkey Project management INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance Diverse Far end Unified Transmission Centralized Control

17. Alcatel Unique Business Value for CCTV Bottom up: CCTV as an application on civil works Right of ways / Fiber layout / network survey Before… Digital CCTV breakthrough! • 1 network: “VoIP” like : Video over IP • One data pipe instead of a dedicated network • Standard technology / monitors /cabling / management / switching capacity • New services: • Recordings: volume of tape vs. HD, video quality, labeling, search an event, maintenance of the base, replacing old tapes, replacing tapes breaks the recording, read and write simultaneous, manageability of the error cases, central management, security seal make it valid for court evidence…. A lot of benefits! • data and video mix in the control center (geo localization, interoperability with all the telecommunications and IT solutions, etc…) • Cheaper OPEX: More cameras/Less agents ; power consumption

18. Trial section Penny’s Bay Line in Hong-Kong MTRC Independent railway between YAO and Disney park Driverless shuttle Unique track; 4 Km including 1500m tunnel between 2 stations 3 trains * 4 cars Max speed: 110 km/h

19. Fixed: Backbone Ethernet /SDH/SONET Station Station Fixed: Access Ethernet Station Station Station Station Station Station Wireless: wayside Wi-Fi AP Network design 4 Network Levels Control Center Wired: On board Wi-Fi + onboard cabling

20. Fixed ground network 2 cameras/car + 1 on board PC + 1 PC in Kowloon 2 field trials: July: 600 kbps video. September: 2 Mbps video + data; seamless handover 230 m 180 m 180 m 510 m 170 m AP#6 AP#5 AP#4 AP#3 AP#2 AP#1 Hong Kong Station Kowloon Station 1.5 Km out of 4 km

21. 4 Monítors 4 Monítors 4 Monítors 4 Monitors 4 monitors 4 Monítors 15 Monítors GIF: Main control center in Saragoza ATM 100BT TEC 1 TEC 2 TEC 3 TEC 4 Supervis. Salle Crise CODEC ATM OMNI SW 100BT ATM Video Server 100BT Administrator

22. Service Offering : Systems & Software Integration Equipments Logiciels Services • Alcatel • External suppliers • Alcatel • External suppliers • Engineering - integration • Procurement • Installation • Maintenance • Project management Integrated Communication Solution Turnkey solution Specific Systems(voice, security, …)

23. Alcatel N°1 Enterprise Contact Center Software Worldwide N°1 Enterprise IP-PBX in Europe N°1 ADSL Worldwide N°1 Optical Networking DWDM Worldwide N°1 Intelligent Networks & Pre-paid Worldwide N°1 Satellite in EuropeN°3 GSM/GPRS/3G Worldwide, fastest growing market share in radio 16.5billion euros in sales 13.5% invested in R&D Delivering in130 countries

24. Thank you Alcatel@alcatel.cz Alcatel@alcatel.pl Alcatel@alcatel.hu Alcatel@alcatel.sk