With many governments offering a wide array of citizen services via the Internet, it’s easy to imagine the phone barely ringing at City Hall anymore.

But don’t underestimate the enduring power of voice communications. The telephone still plays an important role in helping local, state and federal government agencies deliver services, including providing essential information on health, public works, planning and zoning, motor vehicles and other offerings.

Without question, however, the most important government service that relies on voice communications is public safety. Citizens still reach for the phone in an emergency, and reliable voice service helps ensure fast response time for police and fire departments and paramedics.

The city of West Haven, Connecticut, illustrated the importance of voice technology when its public safety efforts were challenged by poor telephone service. West Haven’s firehouses were frequently experiencing issues filing reports after an incident. And incoming calls to the city or the firehouse would often ring indefinitely. But with the installation of PRI trunks, calls are now automatically forwarded to an appropriate attendant, improving firehouse operations and reducing the chance that an urgent call goes unanswered.