master slide deck l av9 - abbreviated
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The Future of Communication and Collaboration
16th May 2013
The Future of Communication and Collaboration for Local Authorities and the Community
Chris Luff – Director, FreedomDavid Hipwell – Voice Lead, Public Sector, Microsoft
Local Authority Challenges
The Centre of the Community
Constantly Evolving Challenges
Challenges that Local Authorities face:
• Engaging the community • Changing citizen behaviours • Changing technologies and media channels• Changing community expectations • Changing employee expectations
• An erosion of capacity, resources and service delivery
Today we have 3 main objectives
1. Set the scene – not preach about “doing MORE with LESS”
2. Build a picture of how technology can help you achieve a complex job against the toughest economic landscape Local Authorities have faced
3. Create a Think Tank – Providing collaboration, driving systemic change
So why are we here
Real World Example
Children’s Centre
1 Meeting 136
Teas and Coffees
1020 Miles
Travelled17
Attendees
4Times
Per year
16Packs of
Biscuits
Children’s Centre
3507Children’s
Centres
Children’s Centre
3507 Meetings
£155,650 TravelCost
59619 Attendees
4Times
Per year
£179,558Packs of
Biscuits
£9,539Tea and Coffee
Trends in Local and Regional Gov.• Reduced budgets• Reduction in headcount• Building consolidation• Introduction of flexible and mobile working
‘Every Pound Counts’• Not just a need to maintain the status quo BUT• Also a need to innovate to• Attract new talent to the organisation• Continue to improve efficiency• Move to a ‘market driven’ approach - citizen centric
and provide excellent value for money services
What does it take to drive Innovation?
2. Employees must be personally and collectively productive - individual contribution AND team working to avoid duplication
3. Collaborate and communicate with others across the organisation
4. An innovation culture is enhanced by cross organisation collaboration and by diversity of participants and their points of view.
outline 4 main factors:1. Employees must be allowed and be capable of making
good decisions - move from a siloed approach
The Challenge
So what has really changed?
How we Actually Communicate
2 days later?Need to start to move away from asynchronous to
synchronous communication ‘Harness the Internet’ as in private life
Web Conferencing
Office Apps Audio Conferencing
Persistent Chat Instant Messaging Voice Mail
Video Conferencing Telephony
Single unified client increases adoptionA single system simplifies administration
Applications used everyday
Unified communications platform
Microsoft unified communications
Enterprise-ready
What is possible…..
An example of innovation from Healthcare
Live Collaboration in Practice
Greig Valentine – Solutions Consultancy, FreedomCharlotte Copley – Business Consultant, Freedom
The Future is Here….
Looks Simple Doesn’t it…
Watch our short video in the screen below
The Core
High Availability
AD\Exchange\UMLync
Contact Centre
Call Logging
Legacy PBX
Wired Network
Voice Video
User Experience
Wireless
TabletsSmart Phones
Voice and Video
The Edge
SBC’s
Branch Office
SIP & Data Connectivity
Federation
Skype
External Conferencing
ENDTO
END
Unified Communications (UC)Rochdale – Our Vision
Julian Massel - Head of ICT, Rochdale
Unified Communications (UC)Rochdale – Our Vision
ROCHDALE METROPOLITAN BOROUGH COUNCIL
1. My history and Unified Comms2. Rochdale Council – The Vision3. Rochdale – What to consider?4. Rochdale’s Deployment5. Next steps and the future
ME: Julian Massel
Degree in Humberside in Electronics and Communications Also worked as a Microsoft Engineer specialising in Networking and Exchange server in Humberside schools, collages and government departments – An IT Geek
2003 – 2010: Head of ICT for a few central government bodies including the Disability Rights Commission (DRC) and Equality Human Rights Commission (EHRC)
Implemented 2 VOIP solutions, Video Conferencing and Office Communications Server
Last 2 years: Head of ICT Services @ Rochdale Metropolitan Borough Council (RMBC).
ME: Disability Rights CommissionUC installation 2002 to 2004
Back in early 2002/3 at the DRC we installed a VOIP system - CISCO Call Manager.
Business case was predicated on the basis that it would be ground breaking technology to enable disabled staff and support modern, flexible working practices
Don’t move to VOIP, its not ready or
tested technology
Traditional PBX is more stable, leave it
5 to 10 years
CISCO aren't telecom company, no experience
It will eat your network... call quality
will be poor
You can do all the same things with our
digital PBXRead these articles about why CISCO VOIP is not ready
ME: Disability Rights CommissionUC installation 2002 to 2004
ME: Disability Rights CommissionUC installation 2002 to 2004
KEY FUNCTIONALITYRoaming users (follow me numbers)Voice mail in mailboxes (unified messaging)Dial from a computer (i.e. Look up and click dial)Softphones (phone app on the PC)
NEW FUNCTIONALITY• Instant Messaging• Presence• Conferencing and workspace sharing
Unified Communication: 2000 to 2013
A Vision for Rochdale Council
3500 users across 150 officesRationalising the building estates to 130 buildings1800 moving into 1 new office with 1500 desks.
A Vision for Rochdale Council• Anyone to sit anywhere…..at any time• Anyone to work from home or a partners office• Anyone to work remotely or in transit• Online meetings (paperless office) – virtual meetings• Finding people and information effortlessly..and connecting to
them• Promoting seamless collaboration• Reducing support and administration… time and costs
A Vision for Rochdale Council - what I found…Large Council – little strategy around UC or even telephonyTraditional PBX phone systems - part analogue, part digital, part VOIP
different PBX systems scattered around e.g. across partners in same buildings
A ‘systems’ team and a ‘Network and telephone team’. Four dedicated telephone engineers plus other field engineers.Culture ...behaviour...not what you want in a modern Council ...
Rochdale and Microsoft Lync - What to buy?
What we tendered for…VOIP systems that promotes flexible working …with all the features of a modern VOIP solution….and must work with Microsoft Lync
Major consideration…• Do you buy a hybrid solution? (VOIP + Lync)• Do you buy a Lync enterprise Voice solution• Licenses
Next consideration• Handsets Vs Headsets• Transition from existing system to Lync
Rochdale and Microsoft Lync Licenses
Rochdale and Microsoft Lync Hybrid - Licenses
Don’t move to Lync, its not ready
technology
PBX VOIP is more stable, leave it 5 to 10
years
Microsoft aren't telecom company, no
experience
It will eat your network... call quality
will be poor
You can do all the same things with a VOIP UC solution
Read these articles about why Microsoft
VOIP is not ready
Rochdale and Microsoft Lync - The Licenses
Rochdale and Microsoft LyncHandsets and Headsets
Handsets Vs Headsets
Rochdale and Microsoft Lync Implement and Deliver
Rochdale and Microsoft Lync What did we buy - Transition
Lync Client
Lync Handset
N1R Edge Switch Stack N1R Core
Updata MPLS
Inside FW Interface
Outside FW Interface
N1R SBC
Updata CE SIP Router
Updata PE SIP Router
Virgin Media VPLS into Zen MPLS
Zen Core
Inside FW Interface
Outside FW Interface
Zen SBC
Updata CE SIP Router
Virgin Media VPLS into Zen MPLS
UpdataSIP Cloud
Alcatel at MO
Freedom Extreme Switch
Black Diamond Core
MO JV Network – Cisco 3750 Switch
Town Hall JV Network – Cisco 3750 Switch
1Gbit Dark Fibre3600 MPLS Switch
3600 MPLS Switch
Updata MPLS
N1R
Zen
Primary ISDN Circuit Incoming Calls via
3 x ISDN 30s
Alcatel at Town Hall
Secondary ISDN Circuit Incoming Calls via
3 x ISDN 30s
12th Floor LAN Switch
Lync Mediation Server Pool
Exchange UM Server
med01
med02
Lync Standard Edition Server
Exchange UM Server
Rochdale and Microsoft LyncWhat did we buy - ServersRoles in Green run on Virtual Servers - Roles in blue are Physical
Production Site Lync Front End Server x 3 – the front end role is responsible for IM and A/V conferencing Mediation Server x 2 – the mediation servers are responsible for handling inbound and
outbound external calls Directors x 2 – The Lync Directors offload user logon traffic from the Front End Servers and
provide protection from DoS attacks from the outside world Archiving and monitoring server – Logs Call Detail Report and Quality of Experience data for Lync
calls Lync Edge Server x 2 – The Lync Edge Servers provide external users with access to Lync as
though they were in the office, they also facilitate federation with 3rd party organisations. ForeFront Threat Management Gateway – provides web access to online meetings (similar to
Webex) Two Node SQL Server 2008 R2 Cluster – SQL cluster shared with other applications – hosts Lync
configuration databases and Archiving/Reporting DBs Exchange 2010 Unified Messaging Server – provides users with subscriber access to their
voicemail, and Outlook Voice Access
Roles in Green run on Virtual Servers - Roles in blue are Physical
Disaster Recovery (Failover) Site
Standard Edition Lync Server – Hosts all roles on single physical box, used in the event of loss of primary datacentre
Exchange 2010 Unified Messaging Server – provides users with Exchange UM features during failover
Single Lync Edge Server – Used for remote access to Lync during failover
ForeFront Threat Management Gateway – Used for remote access to web conferences during failover
Rochdale and Microsoft LyncWhat did we buy - Servers
Rochdale and Microsoft LyncUniversal – flexible desktop
PC or Laptop
Rochdale and Microsoft LyncWhat do users think?
• They love the Lync client • Better staff directory• Availability information• Tagging status changes
Rochdale and Microsoft LyncWhat do users think?
• They love the Lync client • Better staff directory• Availability information• Tagging status changes
• Local administration
They love the Lync client Better staff directoryAvailability informationTagging status changes
Local administration
Unified messaging – missed calls and notes in email box
Rochdale and Microsoft LyncWhat do users think?
Rochdale and Microsoft LyncStill to do in Rochdale
PhotosLaunch of the mobile phones (edge servers)Launch of external conferencing (edge servers)AGMA federation (edge servers)Contact CentreUpgrade to 2013
Rochdale and Microsoft LyncQuick Recap and Questions
Tender – make sure you are clear about LyncHybrid – watch out for the licensesHeadset Vs Handsets (consider POE and USB connection)Users and ICT – this is different (lots of support)Transition (old to new) – technical back officeTransition (old to new) – Users –call groups, pick up groups etc..
QUESTIONS?
Summation
Pat Botting – Managing Director, Freedom
The World We Live In
• More People – Less Money• Higher Expectations• Disparate Services• Changing Behaviours, Changing Communication Media
Technology is the Enabler
Unified Communications is Driving the New Way of Working
Web Conferencing
Office Apps Audio Conferencing
Persistent Chat Instant Messaging Voice Mail
Video Conferencing Telephony
Single unified client increases adoptionA single system simplifies administration
Applications used everyday
Unified communications platform
Microsoft unified communications
Enterprise-ready
Rochdale is ‘the’ example……. It’s Real!
Where Do We Go Now
• Microsoft and Freedom have the:• Technology• Skill Sets• Credentials
However………….
Its down to you to drive the Innovation and we would like to help
Proof of Concept