e-Government delivery using broadband IP videophone

e-Government Delivery using Broadband IP Videophone Browsing

Introduction

mm745 in call
A new way of delivering services to the public and between service providers is now possible using the latest technology over broadband. The main advantage of the approach outlined here is that members of the public who are not Internet/PC literate can use it with ease to obtain face to face advice and help whilst it also provides a means of delivering standard web page information to those who are comfortable with it.

Basic Principle

touch screen to make calls A new class of terminal has been developed by Motion Media, a UK company, which combines the functions of a videophone and web browser. It is an integrated unit with a large flat touch screen and a telephone handset which helps maintain a degree of privacy although handsfree operation can also be used when appropriate. It runs over IP networks including internal computer networks, and the Internet over ADSL or Cable broadband.

The combination of functions is powerful in that it allows very simple touch screen buttons to be displayed allowing unsophisticated users to gain video call based access to the services they need.

These IP videophone/browser terminals would be deployed in managed environments with public access such a libraries, post offices, community centres, Citizen Advice Bureau offices etc.

The same terminals would be used by those delivering the advice.

The terminals use the H.323 video conferencing standard and this allows communication with existing video conferencing equipment. It is also the same standard used by PC based web cam systems such as Microsoft Netmeeting (although usually the performance of such systems is lower) and this providers the opportunity for direct access by home and business broadband users.

The Wider Picture

Communications is core to almost every aspect of government and the potential application of video to assist with the delivery of good quality of services is as wide as that of the ordinary telephone. Web browsing adds an additional dimension to the service in that it allows many users to find much of the information they need without assistance.

The range of services which can be delivered in this way is therefore almost limitless and the same local public end-point terminal would be able to access them all including local, regional, national and potentially even European services and advice.

the wider picture

mm745 with picture Visual contact can be particularly helpful when the matter under discussion may be complex and it is important that the member of the public is understood and understands what is being said. Services such as NHS Direct, the Inland Revenue and those dealing with ethnic minorities would find the visual feedback indicating utter confusion of particular value.

Potential Enhanced Services

The IP videophone/browser terminals are designed for flexibility and it is possible to develop specific user interfaces and add-ons to cater for a wide range of applications and uses. For example, it may be desirable to send a form, that has just been filled in with the assistance of an adviser, for signing. Having a printer connected directly to the local videophone/browser would allow the adviser at the other end to print out the form directly from their PC to the printer by member of the public using the service.

There may be a need to keep a record of certain types of calls and there are a number of ways in which this could be done.

There are ways of setting up calls involving more than two parties.

The videophone/browser can be used to access Deaf sign language interpretation services as an alternative to booking an interpreter, often weeks in advance, who then has to spend time traveling to a meeting.

Where security is particularly important, the system can be run over virtual private networks.

Cost of Deployment

The cost of deployment would depend on the detail of what was envisaged. In its simplest form, an effective service could be deployed very economically and without call charges.

Such a system is likely to cost less than a PC based equivalent and would deliver better video quality. The mm745 videophone/browser terminals have no moving parts (no fans, no hard disks to break down or create noise) and maintenance should be minimal. There is also far less scope for virus infection and user interference with the software or operating system. Software enhancements can be performed on line.

To discuss what might be done and for a demonstration contact:

Ken Burgin, Managing Director, email: ken.burgin@multi-b.com
Multi-B Limited, video call: 83.174.228.53 (IP H.323)
The Pike Lock House,
Eastington, telephone: 01453 827414
Stonehouse,
Glos GL10 3RT www.multi-b.com