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Providing greater access and the best experiences to the citizens of the state of Goiás with Avaya solutions
The Court of Justice of the State of Goiás, based in Goiânia and with jurisdiction throughout the state, is the highest body of the Judiciary.
With the aim of integrating all judicial units in the state, TJGO, through a bidding process, adopted Avaya's VoIP telephony platform in several facilities, including forums, buildings and courts.
judicial units
citizens served
Challenge
- Modernizing solutions
- Ensuring access to high-quality, flexible service
- Reducing costs
- Standardizing the Court’s technical team processes
Value Created
- Better experiences for citizens
- Highest level of communications security
- Over 98% availability
- Integration between units
- New service channels
- 93.75% gain in operational efficiency
- 60% reduction in telephone costs
- 60% reduction in maintenance costs
Challenge
To fulfill its essential mission of delivering justice, and guaranteeing society quality, agile and accessible services, the Court of Justice of the State of Goiás (TJGO) launched a bold project to modernize its communications infrastructure.
With 150 units throughout the state of Goiás, serving a population of approximately 7 million people, TJGO understands the importance of staying up to date to better serve the community. To this end, in 2021 it launched a notice to restructure and modernize its telephone and communications system, with the aim of improving the quality of customer service and ensuring more effective control of incoming and outgoing calls.
This project represents a continued commitment to excellence in public service and the guarantee of the rights, dignity and citizenship of all citizens of the state of Goiás.
“The new technology allows internal calls to be made at no additional cost and manages lower-cost routes, directing calls to locations with more advantageous rates.”
—Vinícius da Silva Resende, Director of TJGO’s Telecommunications Technical Center
Solutions
Communications and Collaboration Suite:
- 8,146 licenses
Avaya Experience Platform:
- 44 voice licenses
- 20 digital licenses (Chat, WhatsApp and Email)
- 10 supervisor licenses
- 1 Bot license
- DAC, IVR, Recordings and Reports
Devices:
- Phones: 6,120 devices
From modernization to digital convenience
The digital transformations implemented by the Court of Justice of the State of Goiás (TJGO) brought a series of significant benefits, not only for the institution, but also for the population served. The integration of all judicial units enabled a substantial reduction in operational expenses since calls are directed to lower-cost routes, and communication between units are carried out at zero cost.
Another important achievement was the increase in the efficiency of the technology team. Previously it used to take up to 2 days to create new user access, today the time has been reduced by more than 93.75%. The standardization of the technology also allowed for a technical team with more uniform knowledge.
The centralization of the telephone service in Goiânia resulted in a significant improvement in the quality and standardization of the service provided to internal and external users. This translates into a more efficient and effective experience for all those who need to contact the court.
For the general population, the modernization project represented a significant advance in terms of access and convenience to the services offered by TJGO. In its contact center, it has 44 highly trained agents, and in addition to the traditional voice channel, the Court will soon offer access to its services through digital channels, such as chat, WhatsApp and email. This expands communication options and facilitates access to justice, making the agency's services more inclusive, democratizing access to services for the population.
“We had several telephone exchanges spread across the state that required specific technical knowledge and we needed to change equipment on a daily basis. Today, with the Avaya solution, our support is easy and remote, contributing greatly to the technology team.”
—Vinícius da Silva Resende, Director of TJGO’s Telecommunications Technical Center
Ensuring safety, even from a distance!
With the emergence of the global pandemic caused by Covid-19, the demand for new forms of collaboration and service have become essential. During this period, wheen the well-being of employees and the continuity of services provided were priorities, the judge authorized teleworking as an emergency measure.
The implemented modernization project brought with it a number of other significant benefits for the Goiás Judiciary. In addition to the increase in the number of channels available to serve society, mobility has also been improved, with the possibility of making video calls and access via cellular through softphones. Now, employees can connect and operate telephone extensions from anywhere in the world, providing greater flexibility and adaptability to the demands of the modern workplace.
Communications security is a top priority for the Goiás Court of Justice, especially with regard to the sensitive and confidential information handled on a daily basis. With the implementation of Avaya technology, it was possible to achieve a high standard of security, ensuring that each call was protected by unique encryption keys, exchanged with each connection. This measure reinforces the protection of sensitive data and gives users peace of mind about the confidentiality of their communications.
“For the population, we will increase access to our services, enabling new channels of communication. On the server side, we added new mobility functions, all taking into account the highest level of security.”
—Vinícius da Silva Resende, Director of TJGO’s Telecommunications Technical Center
Outcomes
The modernization implemented by the Court of Justice of the State of Goiás (TJGO) brought a number of significant benefits.
Reduction in Operating Costs: the integration of all judicial units allowed a reduction of approximately 60% in telephone costs.
Gain in Operational Efficiency: TJGO achieved a gain of 93.75% in efficiency in the IT sector in activities linked to the communication platform, in addition to achieving the standardization of technical equipment and a 60% reduction in maintenance costs.
Improved Quality of Service: the centralization of the telephone service in Goiânia resulted in a significant improvement in the quality and standardization of the service provided.
Expanded Access to Services Provided: In addition to the traditional voice channel, citizens will soon also be able to access services through digital channels, such as chat, WhatsApp and email, making judicial services more inclusive and accessible.
Mobility and Flexibility: Employees can now connect and operate from anywhere in the world, providing greater adaptability to the demands of the modern workplace.
Communications Security: The implementation of Avaya technology ensured a high standard of security, protecting communications against unauthorized access and guaranteeing the confidentiality of information processed daily. Since the beginning of the project there have been 100% secure connections.
Stability and Availability: Resilient platform with 98% availability.
About the Tribunal de Justiça de Goiás (TJGO)
The Tribunal de Justiça de Goiás (TJGO) is the body of the Judiciary of the state of Goiás, whose main function is to exercise state jurisdiction, judging processes and disputes involving civil, criminal, labor law issues, among other areas. With a crucial role in society, it is responsible for ensuring compliance with the law and the administration of justice in the state of Goiás, acting in the first and second instance.
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