Use of IVR Channel for Delivering Public Services

Delivering the information and services to the citizen is a key task of Government. It is the responsibility of the government to keep its citizens informed and deliver public services to them on a timely basis. This article discusses the issues involved in the implementation of IVR Channel and making IVR Channel for Delivering Public Services.

It also discusses the real-time IVRS requirements for the successful implementation of Govt projects and how IVR systems will increase the acceptability, reduces the query-time of citizens and for making public delivery systems more efficient.

IVR Channel for Delivering Public Services

In many developing countries, governments are facing difficulty in delivering public services in rural areas due to a lack of literacy. The oldest and most natural means of information exchange between human beings is the voice. With recent advancements in the technologies, automated processes and system have made voice channel to be strong enough for reaching out to the citizens. Voice has some advantages over the conventional methods of information capturing and sharing.

An IVR system with other support systems such as Automated Speech Recognition (ASR), Text to Speech (TTS)
can be employed to enable Voice as a new channel of delivering public services. The flow of technical approaches for creating a scalable IVRS platform for delivering public services anytime anywhere.

  •  It seamlessly connects Internet-based users with phone-based users. Both sets of users can contribute and retrieve audio messages from a repository in the automated IVR system. Departments can connect to IVRS through the internet to post audio recordings for automatic broadcast to mobile phones.
  • the uniqueness of IVR System is that it scales across geographically distributed access points, enabling affordable access via local phone calls

Technologies Used for Automated IVR Channel

IVR will support in making a conversation more meaningful by collecting and also conveying information to one or both the parties. In that sense, IVR will be a thin intermediate layer that can amplify the impact of the talk by making it more interactive, and by providing context. Some of the technologies used in enhancing IVR systems are listed below.

Text to Speech (TTS) Systems

The goal of TTS is to convert input text to natural-sounding speech to transmit information from a machine to a person. For example, citizen dials an IVRS number to check the status of his/her application he/she had been filed. The IVRS reads out the status fetched from the concerned department server by converting text received into speech using the TTS engine.

Furthermore, Text to Speech system can be used to broadcast citizen services like weather information, crop details, etc. to farmers, status updates, etc. in addition to banking services, telecom services even more.

Automatic Speech Recognition

Automatic Speech recognition which means understanding voice input. Performing any required task or the ability to match the voice input against a provided or acquired vocabulary. The task is to get a computer to understand the spoken language.

The Automatic Speech Recognition system is very important in delivering government services as there are hundreds of services. It is extremely difficult to access these services through a common number without an accurate ASR system.

IP based Audio and Video Calling

Audio and Video calls can be done over IP network Session Initiation Protocol (SIP) the point-to-point communications are no longer restricted to voice calls but can now be extending to multimedia technologies such as video. The IVR systems with live video of the caller provide the ability to have true value interaction with the caller. With the introduction of full-duplex video, IVR will allow systems such as the ability to read emotions and facial expressions.

This video calling can be the future of remote biometrics detection such as IRIS scan or other biometric means. Recordings of the caller may be store to monitor certain transactions and can be used to reduce identity fraud

Automatic Call Distributor

In telephony, an automatic call distributor (ACD) or automated call distribution system is a device or system. That distributes incoming calls to a specific group of terminals that has agents based on customer’s need, type, and also agent skill set. It is often being a part of a computer telephony integration (CTI) system.


IVR Channel for Delivering Public Services. Use of new edge technologies like ASR, TTS, ACD, even more. Make the voice channel more efficient and effective, also the introduction of automation reduces the effort. The voice can become an effective channel for delivering citizen services.IVR Systems can be very useful to the citizen, especially those in rural areas where internet access is restricted and the literacy rate is very low.

IVRS will immensely benefit sections of the society such as senior citizens, poor populace, women, physically
challenged populace, etc. Also as telephone shall provide an easily accessible access IVR Channel for Delivering Public Services.

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