Migrating fromTraditional Phone

Service to Hosted VoIP

Welcome!

Brian CoxUniversity of IdahoUI Customer Technology Supportbdcox@uidaho.edu208-885-7301

Jane CoxUniversity of IdahoUI Portfolio and Prj Mgmt Ofcjmcox@uidaho.edu208-885-7233

Project Manager

Project Sponsor

Matt BairdEdnetics Inc.Director, Ednetics Voicematthew.baird@ednetics.com208-262-2065

Vendor Manager

• Welcome• University Need• Strategic Alignment• Benefits of Hosted Solution• Project Overview• Sponsor and Ednetics Perspective• Questions

Agenda

Centranet telephone services at Moscow campus expired 2017

• New contracts• Rate increases

Current collective telephone systems• Inability to integrate w/other communication services • Not supporting customer needs

Multiple disparate telephone systems across the state

Inefficient and costly support models

University Need

Multiple strategies were supported with this project

• Applying emerging technologies

• Financial stewardship

• Quality support systems

UI Strategic Alignment

Partnership with industry experts

Leveling out costsConsolidation of service

Support and maintenance Optimize

FTE

24x7 monitoring Scalability

Why a hosted solution?

• Implement a modern communications platform

• All UI centers statewide

• 2 – phase project approach

• Board Approval – October, 2015– Ednetics Inc. of Post Falls, Idaho (3yr contract)

• Project Completion – June, 2016

Project Overview

S ame or lower cost of ownership including simplified billing

Upgrade to a modern communications platform

Completed on or before 6/30/16

Completed within approved budget

Endorsement of deliverables (incl. support, rate, and billing models)

S olution supports 90%+ of high priority requirements

S olution deployed to no less than 2,200 users of the new services

across campuses in at least Boise, Coeur d’Alene, Post Falls, Idaho Falls, and Moscow

Success Factors

IN• Cloud/hosted service• Simplified billing models• Integration w/e-mail• Replace current telephone

systems incl.: faxing, long distance, state-wide 5-digit dialing, mobile worker functionality, e911 services, and audio conferencing

• Lease and replace handsets

OUT• Replacement of:

– courtesy, emergency/life safety phone lines or equipment

– credit card system phone lines or equipment

– phone service in residences (apartments, dormitories, Greek houses, etc.)

• Assessment and/or implementation of softphones

Scope

STA

GE

1

• Request for Proposal – Signed Contract

STA

GE

2• Implementation of

Purchased System and Services

Two Stages

Approach

Successes ChallengesPreparation • Acquisition & Purchasing (A&P)

• RFP template• Industry expert• Prototypes• Pre-RFP Conference Call

• Acquisition & Purchasing• Industry expert• Scope definitions

Planning • Defined Schedule • Staff did not understand complexity of process

Communication • Road show• Q & A sessions

• Participation in road show and prototypes

Roles • Sponsor and PM in place

Implementation • Vendor coordination by A&P• Top 5 vendor presentations• Technical support

• Timing

RFP

Implementation Plan

Information Gathering Sessions

Multiple Communications

Regular Weekly Meetings• Scope• Risk • Schedule

Implementation Preparation• Technical• Physical (incl. devices allowed)• Pilot• Cleanup

Key Communications

• 2,250 devices initially (currently 2,400)

• Billing portal for UI department financial analysts

• Simplified billing from Ednetics Inc.

• Increased features (incl. long distance at no extra cost)

• Reduction of external vendors by 4 (6 to 2)

• Elimination of usage rates & purchase costs

• Elimination of billing software and labor costs

• Annual savings to University ~15-17%

Outcomes

• Modeled Current TCO and Projected TCO• Compared TCOs - Benefits in Cost Benefit

Analysis• Effecting Factors• Non-Issues

Total Cost of Ownership

• Billing portal w/Ednetics• X devices @ $/device• X adjunct devices @ $/device

rate• Plus additional charges and fees• Now moving to permanent

reallocation

Internal Billing Model

Standard Service Rate(includes one UI standard device, Voice Mail and VM to Email, On-phone Directory, Long Distance, International Calling, Conference Now, Single-Number-Reach, Mobility and more)

$___/mo

Adjunct Device Rate – Same Person, Second Device(this applies to a person having a second office or work site, in some rare instances it might apply to service center areas)

$___/mo

Analog Service on IP(device not included, limited to when no other solution)

$___/mo

POTS (Plain Old Telephone Service) Line Call for Current Pricing

Call Center Agent Feature Call for Current Pricing

E-faxing (Coming Soon) Outbound $0.00 (free) Inbound $___/phone #/mo

Long Distance Rate No Charge

International Calling (approved PIN required) No Charge

Voicemail and Voicemail to Email No Charge

Audio Conferencing (Conference Now) No Charge

New Service Activation Fee No Charge

Data Changes Fee (name, number, budget or others) No Charge

Move Fee No Charge

New Cables (wall to phone or PC, phone to PC) $__/cable**

Handset Cord $__/cord**

Phone Upgrade Cost of new phone (approximate costs range from $200 to $500)

Other Features and Services May be Possible Upon Request Call for Availability and Pricing

Rate Model

• Vendor Assistance

• Onsite demonstrations and training

• Pilot

What worked well?

• Deployment Planning– Deployment Team Coordinator

• 3 teams of 6 (3 days/wk)• Reports and equipment each day

– Staging rooms & carts

– Disposal bins

– Facilities delivery and disposal

• PM out 4 mos. during implementation start

• Staff understanding project management processes

• Difficult data collection– Multiple vendors– Inaccurate data (people, location, devices, budget,

etc.)– Group reps choosing devices for individuals

Challenges

Sponsor and Ednetics Perspectives

QuestionsAnswers

Contact Information

Brian CoxUniversity of IdahoUI Customer Technology Supportbdcox@uidaho.edu208-885-7301

Jane CoxUniversity of IdahoUI Portfolio and Prj Mgmt Ofcjmcox@uidaho.edu208-885-7233

Project Manager

Project Sponsor

Matt BairdEdnetics Inc.Director, Ednetics Voicematthew.baird@ednetics.com208-262-2065

Vendor Manager