Page 80 - Reference framework for integrated management of an SSC - A U4SSC deliverable on city platforms

use proprietary infrastructure or resources provided by third parties such as virtual private network
services and applications, private or public cloud services, or the Internet.

Under this concept of infrastructure, services and common applications for municipal activity are
grouped:

• The communications infrastructures that allow people, and buildings, to interconnect with each
other.

• The infrastructures that allow the access and exchange of secure information with third parties
such as citizens, collaborating companies and other entities.
• The ICT infrastructures that host different services such as corporate telephony, the multichannel
citizen service center (contact center), the municipal intranet, or corporate application servers.

• Specific applications are necessary to carry out the functions described above such as unified and
collaborative communications, intelligent network services provided by telephone operators,
and so on.

Figure 23 conceptually describes the different functional blocks and profiles described in the
people and processes sections. On them is shown the connectivity provided by the different
technological solutions: dedicated infrastructure, Internet, virtual private network service provided
by the operator of fixed and mobile connectivity, voice services and, finally, networks dedicated to
emergency and security services (PMR) that can, in turn, be provided through infrastructure and
resources owned by the municipality or by a specialized operator.

On the communications layer, the ICT infrastructure layer consists of the specific communications
equipment and applications necessary for the development of the functions and profiles of the
lower level. Examples of elements of this infrastructure could be the local area networks of corporate
buildings (e.g., structured cabling, switches, routers, access points), computer and storage hardware,
application server base software, and citizen service software (contact center / CRM).

66 Reference framework for integrated management of an SSC | June 2023