uc reference group

Unified Communications Program

Reference Group Meeting #1

Information Projects

Unified Communications Reference Group

Agenda

• Welcome and introductions

• Program overview

• IPTel

• Desktop Communicator

• Telephony projects

• Business change and communications

• Close


Program Steering Group

Unified Communications

Reference Group

Working Group

Role: Governance layer. Decide on all major issues. Members: Business Stakeholder representatives

Frequency: Monthly meeting

Role: Advisory role & keep Faculties/Departments Informed of the projects progress.Members: Faculty/Department IT Managers.

Frequency: Fortnightly or Monthly Meetings

Role: Advisory role generally more technical based. Members: Vary from technical to service orientation depending upon the stage of project.

Frequency: Usually weekly

March 2008 V0.1


Carrier & Mobility Tender

Discovery

Service Design

Service Design / Pilot

Discovery

Staged Transitioning

Detailed Design

Build

Staged Transitioning

Stage ITenders

Stage IIDesign

Unified Communications Program Roadmap March 2008

Est. Completion Date Dec 2008

Test/ Pilot/ Implement

Stage III Deployment

ID Task NameQ4 08Q2 08Q1 08 Q1 09Q3 08Q4 07Q3 07

Nov OctApr FebJanJul NovMar SepOct Jun MarJanFebAug AugMay Jul

1

2

3

4

TELEPHONY TENDERS

PHASE

IPTEL

DESKTOP COMMUNICATOR

CARRIER

IP Telephony TenderContracts Signed

5

6 BILLING

MOBILITY

DetailedDesign

Build and Testing

Pilot Deployment

DecDecSep

2009

Staged Deployment

Service Design

Staged Deployment

Discovery

Q2 09

Apr May

20092009


IPTel Project• Will replace:

– Telephone handsets– Voicemail system – PABX equipment– Operator consoles

• Will upgrade:– Call centre functionality (IS Service Desk)

• Will provide:– A service for fee model for the provisioning of

Telephony services


Benefits of the IPTel Project are:

• Robust and reliable telephony services

• Resolution of number range shortages

• The ability to use the same phone numbers anywhere on the University network

• Reduction of time and cost of Adds/Moves/Changes

• Reduction of line rental and call costs

• Improvement of phone functionality

• Improvement of call centre functionality

Desktop Communicator

Desktop Communicator Features• Enhanced and Integrated Collaboration &

Communication Tools

• Video / Audio / Web Conferencing

• Application & Document Sharing

• Virtual Whiteboarding

• Enriched Directory & Presence Information

• Single Number Reach

• Access Anywhere

• Individual & Group Instant Messaging


Carrier • Project Description• Business Drivers

– Inconsistent inefficient processes – Lack of economies of scale

• Project Objectives– Selection of a single carrier for the University– Introduction of the centralised service

• Key Project Benefits– Significant cost reductions – about 40% for fixed line

usage– Simplified billing administration – single bill

Mobility• Project Description• Business Drivers

– Inconsistent devices and support practices– Administrative effort for individual contract negotiation– Lack of economies of scale

• Project Objectives– Selection of a single carrier for the University– Cost reductions (45% compared to current government rates)– Expansion of the centralised service

• Key features of this service include:– Increased selection of devices– Improved information on website– 24/7 onsite service desk support for faults– Faster mobile phone procurement

Call Accounting Billing (Billing)• Project Description• Business Drivers

– Inefficient telecommunication cost allocation processes– Lack of meaningful cost containment review for carrier bills– To support centralised telecommunications services processes

that will reduce the burden of managing telecommunications services in the faculties and departments

• The following benefits will be delivered by the call accounting system: – Centralised, efficient approach for telecommunications charge

outs– Access and visibility of telecommunication charges via an online

portal– Enhanced reporting capabilities– Integration with IP Telephony solution


Change Management Objectives• Accelerate Program outcomes

– Through assisting the business to be ready and receptive

• Assist the University realise the benefits– Accelerate adoption

• How quickly people adopt the new services

– Raise utilisation • How many people use the new services

– Achieve high proficiency• Users ability to use the new services


Change Management Processes• Re-apply the ‘eXchange approach’• Leadership alignment

– Understand applications and benefits– Understand Program processes– Support and resource Program activity in their

area

• Staff readiness and capability– Broadly promote– Actively educate– Provide targeted training


Change Management Deliverables• Management ‘kick off’ sessions• Information packs• Demos and presentations• Staff briefings• Training processes (computer based,

instructor led)• Surveys• Website (& blog) • Broad>targeted communications