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