What are the Business Benefits of Unified Communications? Mario Devargas
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Transcript of What are the Business Benefits of Unified Communications? Mario Devargas
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What are the Business Benefits of Unified Communications?
Mario Devargas
Friday 21 April 2023
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• Bolton MBC Context
• Bolton MBC & Its Citizens
• What’s changing in the Council?
• How will the changes affect our customers?
• What are the Business Benefits of Unified Communications?
• The Information Challenge
• The ICT Strategy
• The Communications Challenge
The Next 30 Minutes:
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Bolton MBC - Context
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• Situated in the North West of England
• Bolton MBC was formed in 1974
• Population of around 265,000
– unemployment rate of 3.4%
– 33% of its population living in one of the 10% most deprived wards in England (2001 Census, Indices of Deprivation 2000)
– 11% of the population non-white (2001 Census)
• Local Authority employs approx 14,000 staff
• Annual spend of approx £550 million
Introduction to Bolton Metro
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• Public expectations are changing fast
– demand immediate service
– fill in just one form
– have access to information
– make one call only
– be served any time
– receive high quality materials
• Private sector comparisons
Demand ServiceDemand ServiceQuality ConsciousQuality Conscious
What our Citizens want?
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Other Central Gov Initiatives
Locally we identify what we want to see change but national funding influence how and when we plan and implement new developments
t-Government Requirements
ODPM guidance and
directives
Inspection Framework
Bolton Council Plan
CommunityStrategy
Local Priorities
Context
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Access Bolton – contact centre,
one stop shops & kiosks
• Our Change Programme
• Organisational Development
• Staff Development
• Business Planning
• Corporate Support Systems
• Business process re-engineering
• Data sharing across agencies
• Communicating Change
• Improving Access
What’s Changing in the Council?
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• improved service
• more convenient
• faster service
• lower administration costs
• e -learning
• Knowledge management
• e-procurement
• Shared information (Services)
• Improved communications / Accessibility
• IP – It’s Possible
How will the changes affect the Council?
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What are the Business Benefits of Unified Communications?
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ICT – The Information Challenge
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The value of ICT is being increasingly questioned...
???
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...yet organisations continue to spend more ...yet organisations continue to spend more and more on ICTand more on ICT
The Information Paradox
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ICT – The ICT Strategy
Senior Management Involvement
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ICT – The ICT Strategy
..........beyond e-Government
To Deliver effective, innovative and inclusive ICT Services to Support and
Enable the Council to provide high quality public services and promote
quality of life across the borough
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A genuine transformation
More Customer Focussed
Integrated Service Delivery
Shared Information
Shared resources
Improved Efficiency
Our Change Prg. ICT
Common Infrastructure /
Integrated Systems
Greater self Service (customers and staff)
Improved Processes and use of ICT
ICT as an Enabler creating a
“Step Change “
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ICT – The Communications Challenge
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SiSiCisco Catalyst 5513
Corporate Core Network Topology
WELCS01SiSi
Cisco Catalyst 5513BTHCS01
SiSiCisco Catalyst 5513LEMCS01SiSi
Cisco Catalyst 5513PADCS01
RSM RSM
SiSiCisco Catalyst 4000ASHCS01
SiSiCisco Catalyst 2948CHOCS01
SiSi Cisco Catalyst 2948MILCS01
SiSiCisco Catalyst 4003WEHCS01
4/1 4/1
4/1
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4/3
3/34/3
3/1
3/2
3/1
3/2
2/50
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2/49
2/49
3/2
SiSi
Cisco Catalyst 5513
POLCS01
4/1
4/2
4/3
4/2 3/1
Cisco 3750GWELSW19WELSW20
BTHSW01
SiSi Nortel 8600WEL8600
SiSiNortel 8600BTH8600
Etherchannel2x1GB
Etherchannel2x1GB
Town Hall
Well Spring
Le Mans – Old Police Station
Server Mgm
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Application M
aintenance
Capacity Mgmt
Securit
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Etc....
Su
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gmt
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EVERYWHERE - The explosion of devices which is creating a demand and expectation.
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How do I change today’s reality of Bolton Staff chasing devices rather than connecting to key people……TO
Seamlessly connecting people to people and people to
applications easily
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Business Drivers
• Reduction in property portfolio - £’s• Reduction in sickness absenteeism - £’s• Reduction in travel/environmental impact• Improve staff retention/employee relations• Improve Customer Service• Family Friendly• Promote flexible working/ “work-life balance”• Maximise recruitment pool
I Believe that – IP – “It’s Possible!” is the answer• IP is the ENABLER Remote Working in Bolton
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Projects
• Elected members – connectivity from home• Homeworking – pilot and subsequent rollout phases• Contact Centre Upgrade• Adult and Children’s Services – Hotdesking• Mobile Working – Benefit Assessment Team• “Benefit Bus” – visiting hard to reach customers• Remote Email• Property Reduction (Knowsley House)• • Anti Social Behaviour Team ( Unified Communications Pilot)
I Believe that – IP – “It’s Possible!” is the answer• IP is the ENABLER Remote Working in Bolton
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• Define what your Communications Strategy/Plan is.
• Approach Relationship as a Strategic Business Decision
• Choose the right person to lead
• Establish a rigorous provider selection process (eg., references!)
• Clearly Define Expectations & Requirements (SLAs?)
• Measure performance and continuously communicate results
• Define clear “Performance” Measures with “teeth”!
• Think as ONE Company across multiple cultures
• Identify potential points of friction
• Communicate – Communicate - Communicate
Recommendations:
Lessons Learnt – so far!
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Questions or Comments?
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