An efficient strategy for using cloud computing to revolutionize public services.

September 29, 2022
An efficient strategy for using cloud computing to revolutionize public services.

Cloud computing is the practice of making computing resources available on demand through the Internet. Governments relied heavily on cloud computing to maintain essential services like emergency hotlines and long-distance education during COVID-19.

Instead of spending money on data centers and servers, governments may simply rent them as required from cloud providers and use them to serve their constituents better.

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COVID-19 compelled governments throughout the globe to implement innovative uses of digital technology to provide citizens with essential public services. Overburdened and antiquated IT systems were often encountered when residents sought assistance from public healthcare providers, educational institutions, and other entities in the public sector during the crisis. However, many government agencies and nonprofits swiftly responded to this growing need by developing and deploying novel approaches to facilitating citizens' access to essential services.

Netooze has seen firsthand how government agencies all across the globe have risen to the challenge of adopting cloud computing. Pandemic fear prompted modest trial projects and sweeping policy changes in the public sector. Despite being born out of need, many of these concepts may make a difference that outlives the immediate context of the crisis. To a greater extent, this is true for cloud-based solutions developed for the public sector.

The phrase "cloud computing" describes the Internet-based, pay-as-you-go provisioning of computer resources. Organizations may rent computing resources from cloud providers on an as-needed basis rather than investing in and maintaining their own data centers and servers. This enables on-demand access to resources like servers and machine learning services, which may help reduce costs and quicken the rate of innovation inside a business.

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Public safety hotlines hosted in the cloud

Many still, even in this day of constant messaging, turn to public hotlines when trouble strikes. Public phone centers were overwhelmed as governments and regions throughout the globe went into lockdown. People in West Virginia, a state in the United States, waited on hold for hours in March 2020 as phone traffic to the state's unemployment insurance contact center skyrocketed.

These issues can be addressed via cloud computing. Cloud-based contact centers provide a scalable and adaptable alternative to conventional, phone-based call centers by supporting clients across several channels, including but not limited to phone, social media, and chat. In addition, they let contact center agents operate remotely so long as they have access to the Internet and a web browser that is compatible with the system.

Companies can better track call volumes and allocate resources thanks to embedded machine learning (ML) and artificial intelligence (AI) capabilities. Artificial intelligence (AI) also automates commonly asked inquiries, doing away with the requirement for human contact and reducing the number of calls requiring the assistance of a live agent.

Italian town of Comune di Codogno in Lombardy set up a cloud-based call center in under a week so residents could reach out to city hall with inquiries concerning COVID-19.

A cloud service provider partnership with Smartronix helped to speed up the application process for unemployment benefits in 14 states throughout the United States. Kentucky's unemployment insurance office put up a cloud-based contact center and educated its personnel in 30 minutes so they could operate remotely. In addition, the state established a statewide contact center, staffed by over a thousand people who receive and direct over 200,000 calls daily. A cloud-based contact center took less than three days to become operational in West Virginia, where callers had previously waited hours without assistance. Cloud computing facilitated the reduction in the average wait time from hours down to less than 60 seconds.

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Artificial intelligence in healthcare

Healthcare providers were able to keep patients safe despite high demand, overcrowded facilities, and weary frontline staff by using cloud services in conjunction with artificial intelligence.

The robot Roomie Bot, created by Mexico City-based IT company Roomie IT, is used to assess patients in the hospital's waiting area. The cloud computing Roomie Bot rolled about the waiting rooms inquiringly, taking temperatures and using sensors to identify signs like shortness of breath. To save time and reduce healthcare workers' exposure, these measurements we're uploaded directly to the cloud and examined utilizing AI services. The robot was able to traverse a hospital because it was equipped with face recognition technologies that allow it to recognize individuals, things, and even rooms.

Why line, is a software business that has been helping hospitals in the United States, Europe, and Latin America (as well as banks, shops, and governments) use artificial intelligence (AI) and cloud computing (CC) to improve patient flow and decrease wait times. Customers may see current wait times and join the queue from anywhere, thanks to their solution's virtualization of the whole queuing process and scheduling. Whyline's cloud-based architecture means users may log in from any Internet-capable gadget.

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Using the Cloud to Reduce Financial Stress

COVID-19 posed unprecedented health problems and wreaked havoc on the global economy, having an indirect yet significant effect on consumers and financial institutions worldwide. As a result of cloud computing, government agencies have been able to more effectively handle the unprecedented levels of traffic and the meteoric rise in requests for aid.

Governments throughout the globe had to act swiftly to create loan application platforms that could scale to meet enormous demand as part of their economic assistance packages.

During the pandemic, the French government entrusted State Guaranteed Loans for small and medium-sized firms (SMEs) in France to Bpifrance, the French state bank for investment. Together with the cloud technology company Padok, our team supported Bpifrance in setting up a portal in only five days via which small and medium-sized enterprises (SMEs) could request financial assistance.

On average, Bpifrance gets 12,000 online banking credit requests each year. At its peak, it handled 8,000 requests per day, meaning that in only three weeks, it processed 75,000 requests thanks to cloud computing.

The Orange County United Way is a nonprofit organization in the United States that has developed cloud-based software for people to apply for aid from the organization's Homelessness Prevention Program from the convenience of their smartphones or computers. Due to resource constraints, Orange County United Way sought a management system to ensure aid reached individuals in need without overwhelming a contact center or resulting in excessive wait times. In only two weeks, the Orange County United Way was able to develop and release a program that streamlines this procedure and speeds up the time it takes for residents to get financial aid.

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Web-based education

Policymakers, parents, instructors, and administrators resorted to technology to assist kids in continuing their education. At the same time, schools throughout the globe shuttered their doors due to COVID-19, experimenting with innovative online learning methods to keep students interested.

As the demand for online education grew, several businesses turned to cloud computing to keep up with it. For example, to better serve its tens of thousands of students, the Ministry of Education in Bahrain migrated its EduNet learning management system to Amazon Web Services. The Universidad de Los Lagos in Chile, a Latin American institution, used a similar strategy. The migration to our platform took less than a week, and now our LMS serves more than 11,000 users.

Schools, colleges, and universities throughout the globe considered hybrid techniques that combine traditional classroom instruction with online components as they prepare for the new academic year. Cloud computing maintains its function in this framework by facilitating the safe and dependable distribution of course materials to large numbers of students. There's no time for relaxation when it comes to learning.

Because of the cloud, educators and students may access their files and programs from any internet-connected device at any time. Learning management systems, virtual classrooms for teacher professional development, remote help desks, and other tools may all be rapidly scaled using cloud computing infrastructure.

Wrapping up

Although developed in response to unprecedented difficulties, public sector organizations' responses during this crisis provide a blueprint for the future. As communities around the world continue to fight and emerge from the pandemic, the solutions developed in response to COVID-19 will help chart a new path, ensuring the long-term resilience of public sector organizations and allowing them to more effectively carry out their missions while cutting costs and becoming more agile and innovative.

Netooze® is a cloud platform, offering services from data centers globally. When developers can use the straightforward, economical cloud that they love, businesses expand more quickly. With predictable pricing, thorough documentation, and scalability to support business growth at any stage, Netooze® has the cloud computing services you need. Startups, enterprises, and government agencies can use Netooze® to lower costs, become more agile, and innovate faster.

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