Multichannel Infrastructure in Smart Cities

Since a few years now, the “smart cities” concept has become increasingly popular in the domain of public policies and the models of interaction between governments and citizens.

It makes reference to the urban areas where authorities deploy information and communication technologies in order to not only convey messages or make transactions (such as lodging tax returns, paying public utilities, etc.) available online, but also to build a strong bond of trust with the population; namely, by providing them with multichannel contact platforms that deliver immediate, useful solutions and allowing them to take part in a thoroughly digital community.

Smart Cities Structure

One of the core elements featured in intelligent infrastructures is a broadband network capable of supplying hundreds of people with Internet, thereby promoting collective awareness and action.

Said factor, in spite of its importance, cannot turn a normal city into a knowledge-based one by itself. Therefore, governing bodies must take into account and carry out another fundamental activities when modernizing and automating a given territory; for instance, encouraging society members to make use of the latest technological breakthroughs with the aid of training courses or programs and diminishing the so-called “digital breach” among regions.

Physical systems managed and operated remotely by integrated control centers are also essential in smart developments; traffic lights, surveillance cameras, and some mobile applications enhance the use of built environments, roads, and public facilities.


Connectivity and Multichannel Communication

In cutting edge-scenarios like the aforementioned, political institutions are expected to give assistance through commonly-used means, offer instant interactions and answers, expedite and follow up on transactions, solve doubts efficiently, and, more importantly, promote civic engagement.

In light of this, the vast of majority of them are designing and implementing strategies whereby they can connect with a larger number of individuals through a wider variety of technologies. However, only those that combine this multichannel communication approach with a unified platform can achieve the best results available; i.e. exchanging data in any modality without any inputs or outputs getting lost, mixed up, or blocked.

The time it takes government departments to deliver information is crucial to the type of user experience they provide, hence it is advisable for them to be receptive to citizen needs and inquiries as well as to apply tools that bring all their service techniques together.

Such instruments, which can be aligned with specific targets, must cover a series of characteristics; for example:

  • User-friendliness
  • High-performance inbound and outbound traffic processing and management functionalities
  • Integration and compatibility with diverse solutions, applications, and operating systems
  • Multi-contact capabilities
  • Third-party accessibility and understandability
  • Two-way data exchange models
  • Real-time operability

Smart cities are built in accordance with real-life communities, thus they need to comply with complex schemes. To offer a first-class array of benefits and keep pace with the population’s demands, they must be put into practice in conjunction with a plan that incorporates all the main aspects of current public sectors (health care, transportation, education, telecommunications, security, etc.) and different interaction mechanisms.