Telephony at Revenue

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Telephony at Revenue

• Presented to IPC
• February 19, 2004

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(No Transcript)
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Agenda

• Business Case
• Timeline
• Funding Challenge
• Implementation
• Lessons Learned

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Business Case

• Aging, Fragile ACD
• Inflexibility of Multiple Vendors Systems
• Changing Business Model
• Need a Strategic Platform

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Desired Outcomes

• System flexibility, control, manageability
• High availability
• Strategic platform supporting self service
  strategy

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Time-Line

• Fall 2002 Haigh-Todd Study
• Spring 2003 RFP
• June 2003 Spanlink Award Project Started
• Sept 2003 ITG Begins CCM
• March 2004 Project End

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Strategic Direction

• Take advantage of IP to provide flexibility and
  cost reduction
• Replace aging call center systems with enhanced
  functionality
• Increase administrative control over key voice
  systems
• Estimated cost 600K to 3M

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Funding Challenge

• Problem How to fund?
• Solution 1 RFP using phased approach
• Solution 2 Fund with biennial savings
• Solution 3 Partnership with ITG

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DOR 600NR
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ImplementationProject Structure
2 Agencies 3 Vendors 6 Project
Managers 4 Geographic Locations 1,125 IP
Phones 7 Call Centers
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CablingNetwork Electrical
Old 110-block wiring
NewCat-5 wiring
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Early Adopters
Scanning Phones
Agent Phone
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Cut-Over Dates
Postponed
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Telephony Benefits to Taxpayer

• Real-Time
• More Data
• Better IVR
• More Self-Service

Ely Agent in Training
Assistant Phone(34-Button)
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Benefits to Call Center

• Location Independence
• Statistics
• Reports
• New Techniques
• Call Recordings

Call Center Agents
Uplinking the closets to 3rd
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Benefits to Administration

• High Availability
• Minimal increase in administration resources
• Improved system reports
• Faster service to employees
• System adaptability to meet changing business
  needs

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What Worked?Employee Acceptance

• Managing Expectations
• Participation
• Branding Telephony Guy

• Engaging Phone Exchange, Signage Training

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Lessons Learned

• Success is directly related to the amount of time
  spent planning, training, and testing
• Complexity creates need for clear accountability
• IP telephony built from the ground up is more
  like a complex application development project
  not a phone system installation

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Telephony Status Today

• PDS Features Delivered (12/2004)
• Inter-agency Agreement Being Worked

• Very Pleased with 600NR Implementation
• 1,125 Phones Installed
• 7 Call-Centers Installed
• Ely Installation(3/2004)

Dressing the cables in the communication closet
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Thanks!
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Telephony at Revenue

• Presented to IPC
• February 19, 2004