sendQuick® White Paper - SMS in Public Service

sendQuick® White Paper - SMS in Public Service
SMS Public Service
Enhancing Public Service Delivery With SMS Technology
TalariaX™ | sendQuick® | Whitepaper
Introduction to SMS
Public Service to Go Mobile
SMS for Information Dispatch
SMS for Transaction Status
SMS for Reminders
2 Way SMS Interactions
SMS for Information Enquiry
SMS for Secure Remote Access
SMS for Notifications
sendQuick SMS for Public Service
Technical Overview
Return of Investment (ROI) Computation
TalariaX™ | sendQuick® | Whitepaper
pg 3
The public service is the largest customer facing
organisation in any country. The public service has
the responsibility to deliver many services to the
general public for the social benefits of the general
population. As such, such services could not be
priced openly, unlike commercial organisations.
Hence, public service constantly facing new
challenges to reduce costs while improving service
technologies plays a central role in allowing public
service to reduce costs, as well as delivering new
services. Over the years, innovation like phone
transactions and more recently internet
transactions, are examples of innovations that has
reduce costs as well as enhancing the customer
experiences. As the mobile and computer
technologies converge, new innovative services are
available for the public service to adopt and deploy.
Two key technologies are Short Message Service
(SMS) and Mobile Internet on mobile phone (WAP).
This document will focus on SMS technologies and
how SMS can be used by public service to help to
reduce costs, streamline operations and allow
public service to deliver superior
experience by offering service on the go using SMS
Short Message Service (or known as SMS or text
messaging) are found on all mobile phones across
across all technologies, including GSM, CDMA and
3G. SMS is a short message that can be sent from a
phone to phone, and pushed to the recipients
device when sent. The technology delivers each
message as a ‘package’ of 160 characters but
current improvement allow them to be sent as
‘long message’ (a few SMS to be read and delivered
as a single message) which is known as conentrated
SMS. Some key advantages of SMS includes, short
messages of 160 characters are delivered instantly
across all mobile phones and network, good
technologies (GSM and CDMA), non-intrusive
nature, always operational, service is activated by
default to all phone users, low cost while most cost
less than a normal voice call, sender pays, free for
the receiver and messages delivered across
networks (roaming) capability.
With mobile phones becoming the dominant
mobile device that many people own, SMS
becomes the most popular low cost messaging
medium for all users. Furthermore, the mobile
penetration is very pervasive (countries like
Singapore, Hong Kong and Taiwan and more than
100% mobile penetration in their population) and
the popularity of SMS (the Philippines send more
than a billion messages a day) making mobile
phones and SMS the most natural choice for banks
to reach customers.
TalariaX™ | sendQuick® | Whitepaper
pg 4
While there are many areas of transactions that can
use SMS, the key public service operations that will
be discussed are centred on information dispatch, 2
way transactions and emergency messaging.
SMS can be deployed in dispatching information
when required, information the customers on
transaction updates and others. There are many
areas that SMS can assist to reduce cost and
improve th operations. The following sections
document how the various public service
operations can benefit from using SMS.
In the public service operation, one of the key cost
component is information delivery and
acknowledgement. In this process, information
(sent via normal mail) is an important cost
component in terms of materials, postage and
manpower cost.
SMS can be used to send messages like:
- license renewal or collection (e.g. driving license,
road tax, other government license like
liquer, etc.)
- transaction status update (e.g. passport
collection, medical records collection etc.)
- transaction status for applications (e.g.
employment pass, building applications, land
related applications, others)
- business and citizen related applications
Benefits to Public Service
• Improve service delivery and reduce paper based
• Reduce transaction costs (mails reminder cost
about S$1.00 in materials cost compared to SMS
cost of US$0.20). This translates to a savings of
• Faster collection of documents, reduce storage
cost and business risks/liability
• Reduce transaction administration cost (SMS
sending is automated)
Benefits to Customers
• SMS reminder service is prompt and direct (to the
• Convenience to users
• SMS is non-intrusive and message is portable
• Received immediately and can act on the
information immediately
TalariaX™ | sendQuick® | Whitepaper
pg 5
SMS present a good alternative to send reminders
to customers. Services include:
- Reminder for collection of materials
- Appointment reminder for public hospitals and
- Fees payment reminder
- Reminder for income tax filing
- Reminder to businesses
Benefits to Public Service
• Provide a new channel (SMS) to inform customers
• SMS present a lower transaction cost (S$0.05 S$0.10) compared to call centre, phone banking
or over the counter activation
• SMS provides convenience of automated sending
of reminders
• Relieve other channels, reducing cost to public
• Better public infrastructure utilisation
Benefits to Customers
• Reminder service is useful
• Information is delivered quickly (compared to
letter) and portable
• Better service to customers
SMS can be sued in most of the public service
operations. The following sections summarise
some of the operations that can use SMS to
improve service delivery.
The time difference between sending the
transaction status update, application update and
others makes delivery of timely information to
customers more costly and complicated via the
traditional means. SMS presents an on-demand
alternative for customer.
Benefits to Customers
• Information on demand anytime anywhere
• Transaction is portable
• Make timely decision with information
In the development of a connected global
community and connected workforce, public
service employee need to be empowered to work
form any location at any time. This is true with the
popularity of mobile broadband and push towards
work-life balance to all employees.
As more users access date remotely, there is a need
to have a reliable and secure remote access
channel to employee. This will ensure the
convenience of working anywhere (out of office)
while maintaining the required data integrity of
these transactions. SMS can play a role in 2 factor
autentication for the users.
Some 2 factor authentication transactions include:
- secure access to remote server via SSL VPN
- secure access to web portal/transactions
- second layer confirmation for transaction
- confirmation code for transaction verifications
Benefits to Public Service
• Secure access allow employees to work anytime
anywhere delivering a more efficient public
service to the end users
• Maintain high level of data integrity
• Data protection
• User access to users
Benefits to Customers
• Ensure data integrity to public data
• Better service delivery
• Higher trust to the public service data protection
Some on-demand (2 way) transactions include:
- enquiry on application status
- enquiry on account status
- enquiry on account information (e.g. tax account
for individual or company)
- general information enquiry
Benefits to Public Service
• Information delivery anytime anywhere
• Self-service transactions, bringing convenience to
• High transaction cost (compared to counter, IVR
and call centres)
• Ride on existing SMS channel (investments)
TalariaX™ | sendQuick® | Whitepaper
pg 6
SMS for notifications can be deployed in a few
ways. They are:
sendQuick SMS gateway is an appliance based SMS
for banks and enterprises. As an enterprise class
system, sendQuick support multiple types of
configurations, from single server to RAID and High
Availability (HA) infrastructure to ensure continuous SMS service availability to banking customers.
- SMS alerts and notifications for IT systems failure
(for IT managers)
- SMS notifications for critical government missions
(like police, defence, medical)
- Emergency messaging for BCP (e.g. SMS medical
information alert to medical staff)
- SMS alert for public service (e.g. terrorist attack)
- SMS to key personnel (e.g. police, army,
government ministers, etc.)
- SMS for critical systems failure (like power,
utilities, water and others)
Benefits to Public Service
• Easy to deploy as SMS is easily available
• Fast deployment for all users and mobile phone is
• Multi-faceted deployment (can be used in all
types of scenarios)
• Support standard IT messaging format (for IT)
• Leverage on existing SMS infrastructure
• Reduce downtime, reduce opportunity cost (loss
of business)
Benefits to Customers
• Constant service availability
• Reliability of services by the public service
• Fast response by public servant on emergency
sendQuick has the following features for public
service operations as listed below:
• Interface to back end system via HTTP Post,
TCPIP messages, Secure FTP, ODBC and others
• Web interface for direct messaging for different
users to send different messages
• Bulk messaging capability
• High throughput via Telco connection via HTTP
Post or SMPP 3.4
• GSM modem messaging as a backup capability
• 2 way messaging to banking system for
transaction enquiry
• IT notification messaging format (SMTP, SNMP
Trap and Syslog)
• Database integration via ODBC connection
• Other connection method that can be
Unlike normal applications, sendQuick is delivered
as an appliance server bringing the benefits of
appliance server to the IT and application team.
sendQuick has a low Total Cost of Ownership
(TCO), maintenance free and reduce the support
cost for public service. Furthermore, all sendQuick
systems comes with one (1) year standard
warranty. As an appliance, it is easy and quick to
deploy for the standard modules.
sendQuick has been deployed in more than 1300
customers worldwide in more than 15 countries
across governments and industries in many variety
of applications.
TalariaX™ | sendQuick® | Whitepaper
pg 7
sendQuick works on standard TCPIP protocol,
connecting to the network using standard 100BT
with normal RJ45 cable. For Gigabit ethernet, the
server that support this high speed network can be
chosen. The schematic diagram is illustrated
sendQuick presents a good ROI for most organisations. In fact, the ROI can be achieved fairly easily
for most organisations. As an illustration, we are
using just a few services that an organisation may
deploy. If the organisation deploy more services,
the ROI will be shorter (faster).
Assumptions: If public service has,
-1000000 applications per month
- Send 50000 acknowledgement and reminder
letters per month
- Handle 50000 call centre calls per month
- Per SMS cost is US$0.10
a) Cost Savings on Communication with Customers
on acknowledgement and reminder letters
- Cost of sending a notice via normal mail: (50000 x
US$1.00) = US$500000
- Cost of handling a call via Call Centre (500000 x
US$2.00) = US$1000000
Assumptions: 20% of the letters are replaced to
SMS traffic
Cost savings from SMS service includes:
i) (20% x 500000 x US$1.00) - (20% x 50000 x
US$0.10) = US$90000
ii) (20% x 500000 x US$2.00) - (20% x 50000 x
US$0.10) = US$190000
Cost savings in using SMS to deliver public service
is US$3360000 per annum
TalariaX™ | sendQuick® | Whitepaper
pg 8
The information contained in this whitepaper is the propriety and exclusive property of TalariaX Pte Ltd, Singapore, except otherwise
indicated. This whitepaper is protected by copyright law. Individuals may reproduce and distribute this whitepaper for individual and
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TalariaX™ | sendQuick® | Whitepaper
Singapore Headquarters
TalariaX Pte Ltd
76 Playfair Road, #08-01,
LHK 2 Building, Singapore 367996
Tel: +65 6280 2881
Fax: +65 6280 6882
Malaysia Rep Office
sendQuick Sdn Bhd
60B, Jalan Burhanuddin Helmi
Tmn Tun Dr Ismail 60000 Kuala
Lumpur, Malaysia
Tel: +60 37 727 4881
Fax: +60 37 731 9217
US Rep Office
TalariaX™ USA
2967 Michelson Dr. Suite.
#G825 Irvine, CA 92612, USA
Toll Free Tel: +1 866 601 3392
Fax: +1 866 601 3392
sendQuick® is the industry's leading appliance based SMS gateway specifically designed for enterprise messaging. Developed in 2004, it has
since been implemented by more than 1300 companies worldwide across all continents.
As a low cost plug-and-play appliance that is reliable, scalable and compatible with key mobile technologies like GSM and CDMA,
sendQuick® has been applied successfully across various industries. Examples includes banking, finance, insurance, manufacturing, retail,
government, logistics, education, healthcare; for purposes like IT alerts and notifications, 2 factor authentication with SMS OTP (One Time
Password), marketing campaigns, emergency broadcasting.
sendQuick® is developed by TalariaX Pte Ltd, a Singapore incorporated company focusing on mobile application development specifically on
SMS, MMS and 3G technologies. Based on the channel development business model, TalariaX™ takes pride in working with strong partners,
distributors and resellers to bring the benefits of SMS to enterprise customers worldwide.
0513 | PDF Whitepaper |
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