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Monday, November 26, 2018

Office of Unified Communications

This was in particular was  new to me, how can its services be applied to private and business needs?   I have been asked.

The Secret Sauce of Success – Recipe unveiled by the DC Office of Unified Communications
Thomas Wieberneit in CustomerThink

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution.

The Washington, D.C. Office of Unified Communications manages non-emergency services for 311 callers across the District of Columbia, supporting 17 different agencies, including the Department of Transportation, the Department of Public Works, the Department of Motor Vehicles, and more. The OUC also manages emergency services for 911 callers.

One of the main reasons for this re-platforming was the downtime challenge inherent to all on premise platforms: They need to be upgraded regularly, which causes service degradation or even unavailability.

Other reasons included insufficient and slow reporting capabilities as well as the need to add more self-service channels. .... "

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