MAP is an eAssistance system to support the organization’s employees in the daily contact with
citizens or customers or in emergency rescue.

- Using MAP it is possible:

- Retrieve information using voice and natural language(speech recognition).

- Access information on field using mobile devices as PDA, Smart Phone, Tablet PC.

- Contact the Unit Crisis, Call Center. Etc.

- Share information among operators

- Real-time assistance through co-browsing, voice-over-ip, document sharing, chat, dashboard

- Collect information and best practices

- Participate in dedicated Community of Practices

The following list shows the main MAP features:

The following picture show the MAP components:

MAP platform is able to provide a wide set of services. The set of services can e improved and customized
taking in consideration customer specifications and needs.
The basic service just provided are the following:

1. Contacts report management
The services allows responsale contacting in order to address question or citizen to the right office. The
service is able to tabe information coming by sources as electronic format coming from customer documents,
company/pulic body database, text files, xls or comma separated file format. The contact will be
indexing and showed on MAP Portal

2. Information of internal Procedure
The service manages the standard operating procedure and/or administrative procedure. The system
can collect the procedure and elaborate the contents using a semantic net of concept.

3. Equipment tutorial and user guide
The services provides a basic information coming from Equipment user guides stored on internal database
or repository.

4. International dangerous substances codex
The service provides a complete description of dangerous substance and processing procedure as estinguish
materilal, composition, reactor agents.

5. Emergency procedure management
The service retrieves information about these procedures. In case of citizen-operators contact, the commander
procedure has been followed in order to act as required by the responsble of service.

6. Question/answer management
The services provides a information retrieval about the question/answer interaction in a Customer Relationship
Office, in order to maintain and reuse the memory of trouble just solved in previous contacts.

7. Questions delivering
The service forwards the question to the Service Manager and the subscriber Experts in order to have an
on.time response from them and provide a good level of service to the citizen

8. Service Manager Expert advising
The service provides to send a message to the addressee. The type of message is dependend by the
customer requirements. The messages available are: mail, SMS, web message.

9. Laws and decrees management
The service provides a full semantic indexing and semantic information retrieval of laws and decrees,
coming from internal administration data sources or repository.

The following pictures shows the MAP basic components architecture: