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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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
Unified Communications Reference Group
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
© Copyright The University of Melbourne 2006
Thank you for your attendance
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