Web Video Communication Framwork for a new e-Government Service

This paper proposes a new e-government service for the citizens of Regione Marche: the web call center. Starting from the existing call center, the Regione Marche wants to provide additional services for the citizens and useful information about all the local government environments. The proposed service will allow to retrieve more information than those available by using the call center. Moreover, thanks to the usage of Internet technologies, it will be completely free. Practically, the service is an extension of the existing web site: a new web page allows a video communication with an operator that helps any citizen to retrieve information in a very easy way. This service is based on the Flash Media Server Architecture. Therefore, it implies only the flash media server license charge, it does not imply additional costs neither for the local government nor for the citizens because it is not necessary a new infrastructure building (such as VoIP telephones and central). Moreover it is not necessary for the citizens to install any additional software, in fact the access to the service is possible for non-skilled users too. Finally, the proposed system allows the Firewall and NAT-traversal by HTTP tunneling and it guarantees the streams encryption.