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The Government of the State of Chihuahua Improves Citizen Serviceswith Technology from Avaya

03-22-2004
  • IP Telephony solutions improve communication between citizens and local government

Avaya announced it implemented a converged voice and data solution for the Government of the State of Chihuahua in Mexico that has improved services for citizens while reducing communications costs.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses today announced it implemented a converged voice and data solution for the Government of the State of Chihuahua in Mexico that has improved services for citizens while reducing communications costs. Using an IP (Internet Protocol) Telephony solution from Avaya, citizens can contact the government via phone, e-mail, fax, an Internet portal, and chat. Among the many benefits of the Avaya IP Telephony solution are reductions in telephone and administration costs, due to the converged network that combines voice and data services on a single platform.

The new service from the Government of the State of Chihuahua is called Marc@gob (Module of Attention and Response for Citizens), and it provides a single point of contact for citizen interactions. "Citizens can now conduct a variety of transactions such as check the status of applications, process certificates and other paperwork quickly and easily. The improvement in efficiency has been dramatic," said José Antonio Méndez, Director of the Marc@gob Project for the Government of Chihuahua.

Employees of the Government of the State of Chihuahua also benefit from increased productivity as a result of using Unified Messaging from Avaya. Unified Messaging enables employees to send and retrieve messages when they are away from the office. They can retrieve and manage voice messages with e-mail, or send e-mail messages by phone. Employees can listen to e-mail messages using text-to-speech conversion, and they can convert e-mail attachments to faxes for printing on a fax machine. The Unified Messenger application makes it easy for State of Chihuahua employees to stay in touch from any location at any time.

"We believe that it is important that government offices understand and promote the adoption of technologies that improve interaction with citizens," explained Armando de la Torre, managing director of Sistemas Digitales, the Avaya BusinessPartner that designed and implemented the communications solution. "This is why we developed a special portfolio of services for Marc@gob. Using Avaya Interaction Center, citizens can now access information and complete transactions over the phone, via the web, fax or chat. Not only does this simplify processes, but it improves service to citizens," he added.

"The Marc@gob system is a friendly and efficient means of communication between society and government, through which citizens can obtain information, process their applications and requests and receive a timely response from the government, explained Jorge Marcelo Loeweinstein Caraveo, General Coordinator for the development and modernization of the State of Chihuahua. "Our goal is to achieve a connection between society and government, even in the remotest points of state, ensuring the quality of service that citizens deserve."

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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