aims:
Replace the existing communication system of "Unigov" in Indianapolis / Marion County with a higher performance and more flexible communication network, reduce communication and maintenance costs, and increase employee productivity.
solution:
Avaya IP voice communication solution:
• Avaya S8700 media server
• Avaya G700 Media Gateway
• Avaya S8100 media server
• Avaya IP600 system
effect:
Through telephone line savings, avoiding additional staff costs and improving work efficiency, the net savings in five years is $ 1,025,684. The annual investment return rate is 26%, the investment payback period is 7 months, and the average savings per employee is US $ 128 over 5 years. Higher network capabilities and better government services to residents through contact centers and interactive voice response systems.
The city government needs to use a limited budget to respond to citizens ’needs and provide better government services. When the Centrex system used by "Unigov" in Indianapolis / Marion County is about to expire, the next solution of the Unigov system can reduce communication costs and staff costs, and allow the government more flexibility. Deploy telephone resources to have a stronger strength to provide better services to residents. They finally chose Avaya's solution, thinking that Avaya provided the highest value, flexibility, support and communication capabilities. This solution brought them nearly US $ 1 million in revenue and gave them the ability to provide new government services such as call-in centers and interactive voice response systems.
income
aims
income
Improve work efficiency while controlling employee costs
Allow Unigov to add new application features on the web without adding staff
Reduce communication costs
In the first year of the project, the number of telephone lines was reduced from 7,000 to 5,500. In the last year of the project, the number of telephone lines is expected to be reduced from 7,000 to 6,000
Respond faster and more flexibly to the communication needs of Unigov users
Significantly reduce the time to install telephone lines. Now, a telephone line can be installed or removed within 10 minutes, which previously required 10 to 14 days.
Manage and add new network features
Employees can now program unlimitedly; easily add new network groups; quickly build customized call centers when needed; and add new capacity in target areas.
Prepare for the future
With VoIP and other IP functions. IP phones operate on frame circuits without adding new lines.
Indianapolis / Marion County chose the Avaya solution to replace the Centrex system because Avaya is the leader in almost all program requirements and has the highest overall rating.
About Indianapolis / Marion County
Indianapolis / Marion County is a unified form of government that integrates the two places, with about 8,000 employees and an annual budget of $ 800 million. Its IT department has 40 employees and an annual budget of $ 33 million.
The government has been committed to providing better services to residents and avoiding budget overruns by making full use of technology and communications. Its website provides various information and government services, such as obtaining various permits and paying parking fees. Its interactive voice response center system and call-in center provide traffic information such as parking lots, allowing residents to obtain services such as arranging building inspections and checking the status of building permits.
Challenge: Provide more services while reducing costs
Like government agencies everywhere, Indianapolis / Marion County must perform its duties within a relatively fixed budget. In the current economic environment, it cannot rely on tax growth or other income. Although the budget is limited, there is still a need to provide more services to residents by adding interactive voice response systems and other incoming applications. However, because they use Centrex systems that are not flexible, they do not have programming capabilities and cannot provide various advanced interactive services. It takes a long time to add or change the telephone line. It is even more impossible to implement advanced communication applications such as interactive voice systems. The 5-year Centrex contract in Indianapolis / Marion County began in 2001, and they require that no matter which manufacturer enters into a new contract, they can enjoy the new communications services they need.
What Unigov wants new solutions to have
Indianapolis / Marion County seeks communications solutions that can achieve the following goals:
• Control costs. Technicians spend a lot of money on deleting lines at home-25% -35% of them are wasted because the technicians are waiting for action from the Centrex central office. In addition, the city of Indianapolis / Marion County hopes to acquire new communication functions without increasing staff or communication costs.
• Provide services faster. Indianapolis / Marion County cannot add or delete lines on its own-it depends on the Centrex Central Office, so adding or deleting lines may take 10 days to two weeks.
"Centrex is an outdated technology that cannot meet our growth and flexibility needs, and provide the citizens with the services we hope to provide. Looking forward, we need greater flexibility and performance."
Mike Hineline, Chief Information Officer, Indianapolis / Marion County
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