1. Concept & Practicality in London Borough of Newham VOIP

2. Introduction Ganesh Thangarajah –ICT Portfolio Manager –Technical & Investment Analyst (VOIP/IPT) –Concept & Implementation

3. Where is Newham? In the heart of the East End. Host borough for the London 2012 Olympics Here

4. Newham Network Infrastructure 4500+ Users 125+ Sites 76 Sites connected to the core network by Dark Fibre 90% of the work force is served by the Dark fibre network

5. Newham Network (Legacy) Video H.320 Room-Based PBX TDM ACD Voice Mail Voice Data Web DSL Cable Dial ISDN ExtranetE-Commerce H.323 Desktop Video E-Mail Separate infrastructures for data, voice, and video Circuit switched network not designed to handle future converged data, voice, and video demands

6. Concept Voice IP Web E-Mail DSL Cable Dial ISDN Extranet E-Commerce IP Telephony Network PBX Internet Call Centre Data Video All eggs in one basket?!!!! Converged Architecture—Highly Adaptive, Open, Scalable, and Unified

7. Voice Network Resilience Dependent on business size and Requirements Phones switchover to working server

8. Resilience VOIP offers true resilience. Multiple Call-Managers Located across the council. Automatic failover/Continuous service Eliminates geographical constraints Complies with the Emergency Planning requirement Less downtime = Better service to residents

9. Physical Concept MCS 7800 Series Server Ethernet LAN Switch Voice Enabled Router or Gateway Traditional Telephony system IP Telephony System

10. Justification of Concept Business driven –Valid business case (Financial & Non-financial) –Predictable Return on Investment –Complies with Corporate strategy / service plan Safeguard existing investments –Infrastructure –Telephony systems

11. Options 1.Complete Voice infrastructure replacement (Big Bang!) 2.Upgrade the existing voice infrastructure 3.Deploy an interoperable VOIP/IPT solution 4.Do nothing!

12. Risks & Constraints Bandwidth Requirements Quality of Service Security Procurement User & Administrator Training Issues Interoperability with existing voice network Cost of IP Telephony Handsets Culture Shock!

13. Benefits – ICT Perspective Single Network –Maintenance, Cabling, Administration, Support, Moves/Adds/Changes (MAC’s), Staff Voice Business Continuity –Integral component to an effective voice business continuity plan –Can be compared against other less effective plans –Voice message backup/restore Real Estate –Space Utilisation, Reduced Operational Costs, Flexibility

14. Benefits – Continued… Reduced Call Costs –Reduced mobile phone usage –Extension Portability Campus Roaming, Home Office, Other Location –Unified Messaging Small Branch Office –Centralised Call Processing –No on-site PBX Reduced PC Costs –IP phone can replace a web-enabled PC or laptop in certain environments

15. Introduction Jaimin Patel –Head of Customer Services Performance Strategy –Head of Language Shop –Practicality & Operational Benefits

16. Benefits – Language Shop Customer improvements – BSL, Routing callers to the right service Staff efficiency - Dialling directly from Applications Management information -Examine variations New functionality-call recording and time recording Cultural change-Staff attitude towards new technology

17. Key Issues Implementation with staff Building trust & confidence / openness Demonstrate quick wins Follow through suggestions / Complaints Address faults quickly Capitalise on success by linking to process reviews

18. THANK YOU! For further info please contact Ganesh@newham.gov.uk Jaimin.patel@newham.gov.uk