1. VoIP Implementation Pitt County Government September 13, 2004

2. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 About Pitt County Government Incorporated Form of Government County Seat Area in Square Miles Population (2003 Certified Estimate) Employees FY 2004-05 Budget 1760 Commissioner-Manager Greenville 657 138,922 1,014.40 $187,173,611

3. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Prior Situation Departments had twelve disparate phone systems or used Centrex service from Sprint. There were 1,150+ fax, modem and phone extensions in use. No centralization of phone services. Discovered approximately 100 installed (active) lines not being used.

4. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Prior Situation This resulted in: – Multiple types of equipment, – Dependency on outside vendors for service, – Minimal flexibility, – And higher costs.

5. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Why Now? The County was in need of substantial expenditure reductions. The technology has proven itself reliable. The need for centralized administration of voice services.

6. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Project Goals Increase system features/flexibility. Reduce cost of ownership for the phone system. Support departmental operations. Respond to requests for service in a timely manner.

7. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Location, Location, Location

8. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004

9. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Infrastructure Majority of facilities connected via fiber. Core network equipment was Quality of Service (QOS) ready. Required the purchase of additional inline power switches. Added UPS devices to telecommunication closets. Many large facilities have generators. Telecommunications are connected.

10. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 The Approach Divided the project/departments into three phases and implemented over time. Implemented Call Managers at each campus area. Implemented redundant Unity (voicemail) servers at two campuses. PRIs installed at each campus area.

11. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 The Approach Contracted with Dimension Data to install and configure Call Managers, Unity servers, & ICD server. MIS staff consulted with departments to define system requirements. MIS staff configured extensions and installed the handsets.

12. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 The Approach MIS budgets for the purchase and maintenance of the system hardware & software. Departments are charged a pro-rata share of the PRI costs based on installed handsets.

13. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 System Specifications 3 Cisco Call Managers v 3.3 2 Cisco Unity Voicemail Servers v 4.0 – 72 ports 1 Cisco ICD Server v 3.1 6 PRIs 827 handsets MEIPS Software v 3.0 for Reporting

14. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 ROI Analysis Overview Gross Savings$428,400 Less Recurring Exp.$128,100 Net Savings$300,300 Investment$457,600 ROI~18 months

15. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Challenges Echoing required the installation of echo canceller devices on the PRIs. Prior to redundant voicemail server, an interruption in service was caused by Exchange upgrade (Active Directory).

16. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Outcomes Simplified phone support. Common exchange for Pitt County Government – 902. Additional features available to all departments/staff without additional expense.

17. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Outcomes Shared “pool” of phone lines which minimizes future costs and allows for special uses such as: – Inclement weather line – Emergency Operations Center (EOC) numbers – Election day operations – Automated notification system

18. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Outcomes Ability to respond to unusual circumstances such as an alternate EOC location with ease. Reporting options allowing data analysis. Ongoing net savings of $300,300.

19. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Considerations Network infrastructure: – Quality of Service – Redundancy – Alternate power sources Resistance to change. Market the positives. Ensure follow-up.

20. VoIP Implementation mis Management Information Systems Integrity, Innovation, Initiative September 13, 2004 Questions