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Government
Surveys
When local governments need input from citizens on important issues, the
telephone number of a Computer Telephony system can be printed in a mailing or
in a local newspaper. Callers record their opinions or answer a series of
structured questions by entering touch tone digits. The system prompts callers
for their address or phone number in order to provide them with the results of
the survey or follow-up information on the issue. A computer compiles the
collected data in various report formats, broken down by city or area.
Emergency Notification
In the event of such emergencies as fires, floods, blackouts, earthquakes, toxic
spills, and prison escapes, emergency notification applications dial out from
stored databases and play stored or ad hoc announcements to notify responding
parties. As part of an emergency evacuation plan, for example, a bulk
out-dialing application can notify whole floors of office buildings at once in a
sequence that empties the building with minimum delay and maximum orderliness.
Visa Information
Embassies provide recorded information on visa requirements in any number of
languages. Callers learn what documents are required and are provided with
necessary phone numbers and addresses.
Travel Advisory
Travelers going abroad call a telephone number and are prompted to choose the
country they will be visiting. They hear a recording that contains
up-to-the-minute information about matters that might affect them, including
weather, natural disasters, local travel conditions and health advisories. The
system plays these recordings in a number of languages.
Polling
A Computer Telephony system is programmed to poll callers by asking them a
series of structured questions that they answer by pressing touch tone digits.
The results are tabulated by computer and sent to a printer.
Election Campaigns
Election campaigns can use an automated out-dialing poll to identify which
geographic regions or demographic groups are already committed to their
candidates and where support is weak. Those called are polled through IVR to
determine if they have already picked their candidate, and if not, they are
given a choice of issues that they can rank on a numeric scale of importance via
touch tone.
Election Results
Callers dial in and receive up-to-the-minute election results.
Chamber Of Commerce Information
The local Chamber of Commerce provides a dial-in information service that
informs callers about available municipal services and regulations.
Government Services Hotline
Local, state and federal governments provide recorded information on available
services in any number of languages. These can include health advisories and
audiotex directories to live crisis lines.
Postal Services
In many cities, callers can dial a number and select from a menu of choices
describing postal services and regulations. More sophisticated systems allow
them to purchase stamps and pay by credit card.
Tax Return Filing
Those filing uncomplicated tax returns can dial into an IVR system and input
information from their W-2 forms. The system calculates tax or refund due,
prepares the bill or refund, and mails it to the taxpayer upon receipt of
written verification.
Traffic Reports
Traffic reports are provided by radio and television, but normally during
commuting hours. A Computer Telephony system allows callers to dial in at any
time and identify the particular roads they are interested in to listen to a
report about existing conditions.
Voter Registration
Eligibility to vote is normally determined by checking existing records (tax,
motor vehicles, Social Security) to determine a person's address, citizenship,
and years of residency. A Computer Telephony system can automate the procedure.
Callers dial in and are prompted to enter pertinent information such as name,
address, citizenship, etc. A database search is generated to verify the
information, and each caller is mailed a voter registration card. Problem cases
are flagged for referral to investigators. Registered voters can use the system
to find out where they vote.
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