技术
- 网络安全和隐私 - 应用安全
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 医疗保健和医院
- 国家安全与国防
适用功能
- 质量保证
用例
- 人员跟踪与监控
- 搜救
服务
- 网络安全服务
- 系统集成
关于客户
布拉克内尔森林委员会 (BFC) 是一个地方政府机构,为超过 125,000 名人口提供服务,该人口的增长速度超过了英格兰的平均水平。该委员会的数字团队致力于为委员会内的所有公民提供更好、更方便的服务,包括非工作时间处理服务。伯克希尔紧急值班服务 (EDS) 团队隶属于 BFC,负责在其他人都回家时应对危机福利和安全情况。 EDS 团队是公众和专业人士在正常办公时间之外关心儿童或弱势成人福利和安全的主要联系人。该团队还对被警方拘留的弱势成年人、儿童和青少年做出回应。 EDS 团队由具有专业资格的社会工作者组成,他们在快节奏的紧急服务中承受压力。
挑战
布拉克内尔森林委员会 (BFC) 为超过 125,000 名快速增长的人口提供服务。该委员会的数字团队的任务是为所有公民提供高效且便捷的服务,包括其非工作时间处理服务——伯克希尔紧急值班服务 (EDS)。 EDS 团队为近百万居民提供服务,在正常办公时间之外应对危机福利和安全情况。为了支持这个团队,BFC 需要一个全面的解决方案,能够通过特定的工作流程处理多种案例类型、维护数据安全并取代手动流程以减少错误并改进报告。该解决方案还需要提供更加自动化的自助服务,以使团队从日常管理任务中解放出来。 EDS 团队处理耗时、情绪化且复杂的案件,包括支持无家可归者、需要保护的儿童以及有心理健康危机的人。每种情况都需要仔细评估、推荐解决方案和/或转介。
解决方案
BFC 求助于低代码平台 Liberty Create 和全渠道联络中心 Liberty Converse 来应对这些挑战。该解决方案通过按适当的角色和权限对数据进行分段,确保严密的数据安全。 BFC 使用 API 安全地控制内部数据流以及与第三方的数据流。与 Liberty Converse 平台的集成会触发来电者详细信息的“屏幕弹出”,为筛选人员提供即时分类每个呼叫所需的信息。顾问可以轻松更新案例说明并附加通话录音以在同一屏幕上进行审查。该解决方案还提供针对 EDS 运营需求量身定制的自动化报告。报告过滤器允许选择和隔离特定字段进行评估,并发出警报以使值班人员了解任何延迟。该解决方案还提供了基于个人的整体视图,允许在个人/家庭层面上管理干预措施,并提供 360 度的个人视图。自动更新和警报减少了监督需求,解决方案的适应性使 BFC 数字团队能够防止资源紧缺,并以敏捷的方式进行更改,以满足员工和客户的需求。
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