Public Sector

Virtual Visits andVideo Enabled
Justice
Helping provide virtual face-to-face service
when in person assistance is no longer possible

AMBG For Public Sector

AGENDA
1

VIRTUAL VISITS

2

VIDEO ENABLED JUSTICE

3

NEXT STEPSVIDEO ENABLED JUSTICEVIRTUAL VISITSRAINER
BINDERTOM
HOGLUND

GLOBAL
SOCIALSERVICESLEAD

NA LEAD
H&PS
MODERN
WORKPLACEKEITH HUDGELLJAMESSLESSORGLOBAL LEADTEAMSGLOBAL
PUBLICSAFETY
PRACTICEEMMA
FEGGETTERGLOBAL VEJ
LEAD

AMBG NA TEAMSIMON HAKIMALISSA RIEHLENORTH AMERICALEAD

GLOBAL MARKET
DEVELOPMENT

THULYABEZAWADAWEST MU H&PS

AARON WRIGHTRAY HAWATDEEPAK PARASIYA

MIDWEST MU
H&PS

SOUTH MU PSNORTHEAST MU
H&PS

LORA BENOIT
NA VEJ LEAD

Upward trend for Virtual Visits with citizens, customers, patients, etc.
CONTACT RISK
Customers and employees are uncomfortable
about visiting physical offices …

44%
66%

Business problems addressed:
44% of consumers feel uncomfortable
about visiting public places1

66% of workers are more worried about
contact risk when lockdown measures arelifted, thanfinancial risks of delaying
returning to work2• Customer and employee health• Surge in service demand• Reduced travel

VIRTUAL VISITS… Resulting in uptake of virtual visits• Richer and more fulfilling customer andemployee experience• Privacy and security
Health systems, independentpractices, behavioral healthproviders, and others arereporting77%

50-175x77% of consumers expect to sustain increased
level of Virtual Consultation for personal healthpost the pandemic1

The number of Telehealth visitscompared to pre-Covid-192

Copyright 2021 Avanade Inc. All Rights Reserved.

4

AMBG For Public Sector

AGENDA
1

VIRTUAL VISITS

2

VIDEO ENABLED JUSTICE

3

NEXT STEPSAn Accelerator that rapidly and securely transforms how social services organizations deliverFace-to-face and phone service at a time of unprecedented need and restrictions

Rescheduling &Cancelations(self- serve)

More than just a Video
Teleconferencing… a completely
new end-to-end remote service
experience for citizens and staff

Reminders&
Notifications
BOT forAppointment
booking

Self-Service
Scheduling

KeyFunctionalities✓ Self-service, omnichannel appointmentbooking, including
reminders, rescheduling andcancelation✓ Virtual Robotics Assistant for appointment booking✓ Queue Management and Virtual Lobby for improved citizen
experience.

Citizen
View

Self-Serve Appointment Booking | Two-Way
Sharing of Documents and Information |Queue Management| Virtual Lobby

Queue
Management

Admin
Portal✓ One to one and group video conference capabilities—see nonverbal cues, citizen’s home environment and other aspects ofinteraction not possible via a phonecall. In-Meeting
experience for Case Workers✓ Built in ability to securely share documents, share screens, text
messaging and other collaboration features.

Virtual Lobby
Case worker inmeetingexperience*

Integration with
Outlook, Calendar Case Worker ShiftManagement andFoundation
Scheduling*Under Development

Secure & Collaborative Interactions
through the process lifecycle

Document,
Screen sharing✓ Secure workflow allocation and scheduling✓ Option to leverage for inter and intraorganization
collaboration✓ Integration with Microsoft Outlook, Calendar and client CRM
system (on a need basis)✓ Flexible design customizable to client requirements

Supportive

Accessible

Humancentered

Cloud-basedandscalable

Channel-less

Automated

SecureCopyright 2021 Avanade Inc. All Rights Reserved.

✓ All in a protected, government specific cloud environmentthat supportsthe highest standardsof security and privacy
offerings and levels of certification vary by geography

6Benefits of Virtual Visits
Adopting Virtual Visits is relevant in the immediate term to respond to the pandemic and even more
helpful in thelonger term as organizations prepare for new ways of delivering service
Increased Operational Efficiency

Secure Authentication
Multi-factor authentication ensures that the employee
is talking to the relevant person and the call is secure

Improved User Experience
Appointment scheduling for customers avoids ‘queuingup’ and confusion, features like chat, screen-share, document
sharing make it truly interactive and provide a ‘human’ touch
to important meetings that are usually done in person

Processes can be automated with notifications when
documents are ready or when meetings need to occur,
recorded meetings can be retrieved when required

VirtualVisitsFast Issue Resolution

Upskilled and Empowered Workforce
The workforce is upskilled and empowered with the digitalskills necessary to enable effective collaboration between
technologies and people

Increased Public Confidence

Majority of interactions would be closed in a single callin shorter time frame, improving client satisfaction

Customers can access services despite closure of offices and are notrequired to jeopardize their safety by traveling to a physical location

Copyright 2021 Avanade Inc. All Rights Reserved.

7

Demo
Scheduling and Bot

Document Sharing

Copyright 2021 Avanade Inc. All Rights Reserved.

Dashboard8

Reporting

Copyright 2021 Avanade Inc. All Rights Reserved.

9

AVVS Accelerator - High Level Application Architecture
Key

Azure B2C Identity Store
Neil Signs Up and Signs In
to the Custom Portal where
he can see and Book
available Appointments fora relevant Service.

Configure/Use Out of the box MS Stack
Our solution development

Custom Azure Website
Power Virtual Agent (SAAS)
Azure
SQL DB

Business Layer
Service APIs

Function App
Timer Jobs

Citizen Connect App
Linda and her Team manage
their Shifts, Personal
Calendars and Services
using Microsoft Teams.

Microsoft Teams

Linda, (as a Licensed O365 User)
and Neil (as a Guest)
conduct their Microsoft Teams meeting

ShiftsOutlook/Exchange
Copyright 2021 Avanade Inc. All Rights Reserved.

10

Public Service Use Cases
Driving organizations to adopt Virtual Visits for a multitude of services delivered ...

VirtualVisits

VirtualInspections
Employment& Vocational

Food and
Employment
Nutrition

HealthFinancial

Housing

Senior andElderly

WelfareInformation Sharing

SchedulingChild &
FamilyFamilyServices

Job Skills

PhysicalRehabilitation

Real Time
Support

Revenueand Housing &more …Shelter
Collaboration

Copyright 2021 Avanade Inc. All Rights Reserved.

11

Case study

Virtual Citizen Visits

Enabling 12 agencies of a US state

Customized, branded and integrated
virtual experience:• Connects state agencies with citizens andbusinesses virtually via desktops, laptops,
tablets and phones• Protects state employees and citizens fromexposure to COVID-19• Provides a better and more secure virtual
citizen experience• Allows citizens to schedule appointments
and provides reminders• Allows employees to reference or share
information from other state systems asneeded• Brings in specialists when appropriate©2021 Avanade Inc. All Rights Reserved. <Confidential>

12Case Study

Virtual Inspections

Enabling multiple agencies of a US state

Microsoft Teams as a communications
platform:• Scheduling meetings• Conducting video meetings• Remote control of a computer for inspecting
documents, applications, procedures, etc.

Microsoft Teams as a new experience forinspections:• Tasks and workflow• Reference materials• Forms• Document sharing• Links to other applications and information• Private channel for examiners only tocollaborate©2021 Avanade Inc. All Rights Reserved. <Confidential>

13

Case study

Virtual Patient Visits
Top tier cancer treatment center

Customized, branded and fully integrated
virtual experience:• Integrates with Electronic Health Records
scheduling systems• Connects caregivers and patients virtually
via desktops, laptops, tablets and phones• Reminds caregivers of appointments andnotifies them about patient wait times• Customizable virtual exam room engages
patients while waiting for caregivers• Orchestrates multiple caregivers’interactions with patient• Brings in specialists at need
• Caregivers can share information from EHR
as appropriate• Drives new revenue streams for virtual visits
while providing better patient experienceand reducing physician burnout©2021 Avanade Inc. All Rights Reserved. <Confidential>

14

Complete Teams end-to-end coverage
AdviseTransform

ManageTeams Deployment Planning
Workshops

Teams Rapid Adoption Services

Teams Managed Services

Teams Calling & Meeting Workshops

SfB To Teams Migration Services

M365 Evergreen Management
Services

Teams Tenant Assessment

Teams Telephony, Voice, Video & Meetings Implementation Services

Teams Apps and Solutions Workshop

Teams Workflow Application Design & Implementation Services

Avanade Envisioning & UX Studio
DesignTeams FLW & Mobile Application Design & Implementation Services(including Teammate)Teams Workflow Design Workshops

Teams Workforce Productivity Services

Teams Governance and Provisioning
Workshops

Teams Governance & OCM Implementation Services

Teams Express

Teams Secure Remote Working

Secure Teams End-2-End Implementation Services

Teams Security Express

Teammate

Teams Security Portfolio
Optimisation Workshop

Copyright 2021 Avanade Inc. All Rights Reserved.

15

AMBG For Public Sector

AGENDA
1

VIRTUAL VISITS

2

VIDEO ENABLED JUSTICE

3

NEXT STEPSWhat is the Digital Justice Vision?

Accenture in collaboration with
Microsoft have created a full end to end
Digital Justice campaign•

This Campaign is focused on the seamlessintegration through all aspects of the Justicesystem•This vision caters for the new world where
there are mixed economies of in person andremote ways of working•

Data is at the heart of the solution, providing
the ability to review key insights in the datavisualisation tools available

17

Digital Justice in the ‘never normal’ world
The COVID-19 pandemic has impacted the delivery of justice services globally, coupled with growing economic
pressure, it is more pressing than ever before that justice systems seize the opportunity to transform operations

Problem

Solution

OutcomePhysical court interactions are complex, costly
and increasing challenging in the COVID world

Justice systems need to shift to using videoenabled collaboration technologies

Services continue to be delivered, publicconfidence is maintained and benefits realised

Justice systems predominantly function throughface to face interactions and a significant amountof physical movement from participants. This has
a high cost to individuals and agencies,
additionally a substantial amount of time is spent
waiting. The current outcome of the pandemicmeans that agencies, organisations andindividuals cannot afford this wasted time.

Accenture’s Video Enabled Justice (VEJ)
solution, built on the Microsoft Virtual Court
Hearing technology, is an end-to-end, futureready service that is about much more than justvideo connectivity.

By adopting VEJ justice agencies can:VEJ provides a scheduling capability applicable
across multiple use cases including direct video
links to court, fully remote hearings and court
trials.

• provide safer and more efficient working
environments for their workforces, andAdditionally large backlogs in cases, increased time on
remand for prisoners, long wait times for victims, andundermining public confidence in justice systems globally.

18

Our solution is enabled through business change
and user support making it sustainable for thelong term.

• make significant financial savings,• maintain and improve access to justice forcitizens,• increase public confidence in the agility andflexibility of judicial institutions.

Benefits of VEJ
Adopting VEJ is necessary in the immediate term to respond to the pandemic, and even more critical in thelonger term as justice systems prepare for long periods of financial austerity
VEJ DELIVERS BENEFITS ACROSS 6 KEY AREAS:

Increased Operational Efficiency

Reduced Running Costs
Significant cost savings are realised due to reduced physicalmovement and transport costs, through to estates
consolidation in the longer term

Improved User Experience
VEJ supports complex court management logistics* andstreamlines workflow processes, increasing user adoption anddelivering a seamless user experience for all court participants

Reduced time spent travelling means court participants have moretime to focus on operational duties, while tailored user dashboards
and automation reduce manual effort

VEJ

Swifter Justice Outcomes
Case backlogs are minimised, reducing the time between the
defendant’s first appearance in court to trial and supporting
quicker victim recovery* Full realisation dependent on features in development, e.g. advanced scheduling capabilities and attended Virtual Lobby
19

Upskilled and Empowered Workforce
The workforce is upskilled and empowered with the digital skills
necessary to enable effective collaboration between technologies
and people

Increased Public Confidence
Uninterrupted access to justice throughout the short/medium/longterm of the pandemic increases public confidence in the flexibility andagility of justice systems

AMBG For Public Sector

AGENDA
1

VIRTUAL VISITS

2

VIDEO ENABLED JUSTICE

3

NEXT STEPSNEXT STEPS …

START THE
CONVERSATIONVIRTUAL VISITSCONTACTS

VIDEO ENABLES JUSTICECONTACTS▪

Review sales assets shared via Teams here▪

Reach out to solution contacts or AMBG MU Leads to discuss VV and/or VEJ solutions andalign on client needs / business outcomes▪

Setup client demo sessions

Tom Hoglund
North America Avanade Leadthomas.hoglund@avanade.com

Simon Hakim
North America Accenture Leadsimon.hakim@accenture.com

James Slessor
Global Public Safety Leadjames.w.slessor@accenture.com

Emma Feggetter
Global VEJ Leademma.feggetter@accenture.com

Thulya Bezawada
North America AMBG Leadthulya.bezawada@accenture.com

Thulya Bezawada
Global AMBG VEJ Leadthulya.bezawada@accenture.com

Copyright © 2021 Accenture. All rights reserved.