What are the Business Benefits of Unified Communications?

Mario Devargas

Friday 21 April 2023

• 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:

Bolton MBC - Context

• 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

• 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?

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

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?

• 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?

What are the Business Benefits of Unified Communications?

ICT – The Information Challenge

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

ICT – The ICT Strategy

Senior Management Involvement

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

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 “

ICT – The Communications Challenge

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Corporate Core Network Topology

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SiSi Cisco Catalyst 2948MILCS01

SiSiCisco Catalyst 4003WEHCS01

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SiSi Nortel 8600WEL8600

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Town Hall

Well Spring

Le Mans – Old Police Station

Server Mgm

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Capacity Mgmt

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EVERYWHERE - The explosion of devices which is creating a demand and expectation.

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

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

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

• 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!

Questions or Comments?