Esprida Corporation - Markets: Government

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Government Solutions

Federal, state, and local governments and government agencies that serve the public are looking to improve service in populated areas and to better deliver services to less populated areas where it might not make sense to staff a full-service agency or department branch office.

Governments want to deliver services effectively to improve interaction with the public at the point of services. That means more efficiently using resources to deliver services in more locations and in more languages, while reducing the length of line-ups, trimming wait times, delivering services after hours, and reducing operational costs. That’s why government departments and agencies are turning to self-service devices and kiosks, powerful tools that increase the availability and reliability of government services, use existing resources more effectively, minimize service interruptions and improve service delivery.

Members of the public get the services or information they need without taking up any, or nearly as much, personnel time. This frees staff to serve customers with more complex issues requiring greater personal attention. If the members of the public who use self-service devices need to speak to representative, they come prepared – armed with accurate information on services they are interested in or with the right forms properly filled out. In addition, government agencies can track how the self-service devices are being used and update them with relevant content that the public will find useful and informative.

Self-service devices do little to improve customer service and service delivery efficiency if they are stand-alone islands that cannot be integrated with existing processes and systems, if they do not meet the strictest security standards and fully respect the privacy concerns of users, if they are not up-to-date, or if they are not running reliably. That's where Esprida can help. Whether you have rolled out a self-service kiosk program or are in the process of establishing one, Esprida Enterprise is the smarter way to manage self-service kiosks and other devices.

Why install Esprida Enterprise?

Whether you are a government agency managing your own kiosk system in various locations or a Systems Integrator managing a variety of self-service networks, you are faced with a number of challenges that Esprida Enterprise allows you to meet – quickly and cost-effectively.

Esprida Enterprise helps you reduce internal development time, cut operational costs, go to market faster, and update and customize content more efficiently. In addition, System Integrators that supply self-service devices will appreciate the single point of contact they can use to monitor all devices and kiosks and to keep them up-to-date with software updates, security patches, and hot fixes.

Esprida Enterprise offers an integration platform that centralizes the collection and management of data from disparate systems and diverse devices and provides a single, holistic view of device functionality. Through the Esprida Reporting Framework, Esprida Enterprise gives government stakeholders the tools they need to monitor and improve the performance of government branches and citizen point of services.

Once installed, Esprida Enterprise enables you to:

Increase customer satisfaction by customizing and extending standard offerings and offering new value-added services
Reduce operational costs by minimizing errors and maintaining maximum device uptime
Remotely distribute new content, update forms and promotional and pricing material
Remotely update new software , and firmware releases in a timely and efficient manner
Extend and customize the capabilities of self-service devices using Esprida's Enterprise APIs.
Generate customized reports so you can share business intelligence and results with appropriate stakeholders

Esprida Enterprise™ in Action

Improving Customer Interaction

Just as ATMs in banks are used to allow customers deposit checks or pay bills, self-service devices and kiosks used by government agencies and departments can be used to deliver a variety of services to the public in a secure environment.

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Governments departments and agencies use self-service kiosks and other devices to facilitate the issuing and renewal of driver’s licenses and license plates, hunting and fishing licenses, passports and permits, and other documentation. Employment centers use self-service devices to help the public hunt for jobs and learn new job-seeking skills.

Municipalities use self-serve devices to issue building, parade and other event permits, to let the public pay parking tickets or purchase dog tags, sign up for parks and recreation events, check out books from libraries, review low-income housing options, and access a myriad of other services.

In some airports, security uses kiosks to pre-clear government employees, service personnel, or authorized travelers for boarding – leaving security personnel with more time to monitor other travelers who may require greater personal attention. All kiosk transactions meet appropriate security standards. For instance, authorized travelers use biometrics – which can include retina scans, fingerprints, or facial recognition – in combination with swipe cards to login to self-service devices. Security and personal privacy is assured.

Increase Productivity

By integrating self-service devices into an existing process, government departments and agencies are able to reduce line-ups and wait times, which increases the satisfaction of both the public and of employees.

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n short, when the public uses self-service devices to complete repetitive tasks and properly fill out forms and applications, civil servants are able to more efficiently process transactions and spend more time working with individuals who have more complex issues and who need more personal attention – all while reducing overall operational costs.

Reduce Development Time

Many government departments have existing software applications, databases and infrastructure to assist with servicing the public. The kiosk application, with Esprida Enterprise, can be used to leverage existing service-oriented architecture, making kiosks a modified version and extension of the applications that are currently in use.

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Government agencies are often reluctant to expose existing systems and databases to third party vendors. However, Government in-house teams may not have the expertise required to integrate remote hardware interaction with current systems and they may not have the expertise required to develop tools to ensure high service-level uptime. Esprida provides the software and the professional service to help governments integrate hardware interactions with web applications – without exposing databases to third parties – while meeting specified SLAs.

Save Operation and Service Cost

Government agencies often have roaming technicians who are responsible for addressing general IT issues within regions. Their tasks might include installing and maintaining anti-virus software on desktop computers, configuring routers, and working with third party product vendors to provide equipment support.

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Self-service devices and kiosks must be kept up to date and maintained. Government agencies or Systems Integrators have to dispatch technicians to each location to update the kiosks. In some cases, they have to rely on staff in those locations to assist with updates or to diagnose issues and problems. Manual updates and troubleshooting can be cumbersome. Technicians might have to visit site several times because they don’t have enough information about the issue that need to be resolved or they don’t have the correct parts to fix the problems. This takes time and devices might not function properly between visits.

Remote management and remote diagnostics and updates save service organizations time and cost. The vendor can remotely troubleshoot most problems, keeping overhead to a minimum. If a technician needs to be dispatched, he can be armed with the latest remote diagnostic data and the right parts. In addition, by enabling agencies to monitor SLAs and corporate standards compliance, remote management systems also put more power into the hands of organization working with third party vendors who install and manage devices.

Provide Insight into Effectiveness

It's one thing to invest in a self-service device program; it’s another to analyze the overall effectiveness of the program. The business intelligence collected by Esprida Enterprise remote monitoring of kiosks includes a detailed breakdown of which services are being used and which messages are being viewed, when and how often.

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Depending on the device and what it is being used for, agencies might even be able to capture aggregate demographic information about who is using the device – all while ensuring users their personal privacy is protected.

This information can be incorporated into customized reports that enable financial service organizations to make device content and other business decisions based on hard facts and figures.

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