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Migrating fromTraditional Phone
Service to Hosted VoIP
Welcome!
Brian CoxUniversity of IdahoUI Customer Technology [email protected]
Jane CoxUniversity of IdahoUI Portfolio and Prj Mgmt [email protected]
Project Manager
Project Sponsor
Matt BairdEdnetics Inc.Director, Ednetics [email protected]
Vendor Manager
• Welcome• University Need• Strategic Alignment• Benefits of Hosted Solution• Project Overview• Sponsor and Ednetics Perspective• Questions
Agenda
Centranet telephone services at Moscow campus expired 2017
• New contracts• Rate increases
Current collective telephone systems• Inability to integrate w/other communication services • Not supporting customer needs
Multiple disparate telephone systems across the state
Inefficient and costly support models
University Need
Multiple strategies were supported with this project
• Applying emerging technologies
• Financial stewardship
• Quality support systems
UI Strategic Alignment
Partnership with industry experts
Leveling out costsConsolidation of service
Support and maintenance Optimize
FTE
24x7 monitoring Scalability
Why a hosted solution?
• Implement a modern communications platform
• All UI centers statewide
• 2 – phase project approach
• Board Approval – October, 2015– Ednetics Inc. of Post Falls, Idaho (3yr contract)
• Project Completion – June, 2016
Project Overview
S ame or lower cost of ownership including simplified billing
Upgrade to a modern communications platform
Completed on or before 6/30/16
Completed within approved budget
Endorsement of deliverables (incl. support, rate, and billing models)
S olution supports 90%+ of high priority requirements
S olution deployed to no less than 2,200 users of the new services
across campuses in at least Boise, Coeur d’Alene, Post Falls, Idaho Falls, and Moscow
Success Factors
IN• Cloud/hosted service• Simplified billing models• Integration w/e-mail• Replace current telephone
systems incl.: faxing, long distance, state-wide 5-digit dialing, mobile worker functionality, e911 services, and audio conferencing
• Lease and replace handsets
OUT• Replacement of:
– courtesy, emergency/life safety phone lines or equipment
– credit card system phone lines or equipment
– phone service in residences (apartments, dormitories, Greek houses, etc.)
• Assessment and/or implementation of softphones
Scope
STA
GE
1
• Request for Proposal – Signed Contract
STA
GE
2• Implementation of
Purchased System and Services
Two Stages
Approach
Successes ChallengesPreparation • Acquisition & Purchasing (A&P)
• RFP template• Industry expert• Prototypes• Pre-RFP Conference Call
• Acquisition & Purchasing• Industry expert• Scope definitions
Planning • Defined Schedule • Staff did not understand complexity of process
Communication • Road show• Q & A sessions
• Participation in road show and prototypes
Roles • Sponsor and PM in place
Implementation • Vendor coordination by A&P• Top 5 vendor presentations• Technical support
• Timing
RFP
Implementation Plan
Information Gathering Sessions
Multiple Communications
Regular Weekly Meetings• Scope• Risk • Schedule
Implementation Preparation• Technical• Physical (incl. devices allowed)• Pilot• Cleanup
Key Communications
• 2,250 devices initially (currently 2,400)
• Billing portal for UI department financial analysts
• Simplified billing from Ednetics Inc.
• Increased features (incl. long distance at no extra cost)
• Reduction of external vendors by 4 (6 to 2)
• Elimination of usage rates & purchase costs
• Elimination of billing software and labor costs
• Annual savings to University ~15-17%
Outcomes
• Modeled Current TCO and Projected TCO• Compared TCOs - Benefits in Cost Benefit
Analysis• Effecting Factors• Non-Issues
Total Cost of Ownership
• Billing portal w/Ednetics• X devices @ $/device• X adjunct devices @ $/device
rate• Plus additional charges and fees• Now moving to permanent
reallocation
Internal Billing Model
Standard Service Rate(includes one UI standard device, Voice Mail and VM to Email, On-phone Directory, Long Distance, International Calling, Conference Now, Single-Number-Reach, Mobility and more)
$___/mo
Adjunct Device Rate – Same Person, Second Device(this applies to a person having a second office or work site, in some rare instances it might apply to service center areas)
$___/mo
Analog Service on IP(device not included, limited to when no other solution)
$___/mo
POTS (Plain Old Telephone Service) Line Call for Current Pricing
Call Center Agent Feature Call for Current Pricing
E-faxing (Coming Soon) Outbound $0.00 (free) Inbound $___/phone #/mo
Long Distance Rate No Charge
International Calling (approved PIN required) No Charge
Voicemail and Voicemail to Email No Charge
Audio Conferencing (Conference Now) No Charge
New Service Activation Fee No Charge
Data Changes Fee (name, number, budget or others) No Charge
Move Fee No Charge
New Cables (wall to phone or PC, phone to PC) $__/cable**
Handset Cord $__/cord**
Phone Upgrade Cost of new phone (approximate costs range from $200 to $500)
Other Features and Services May be Possible Upon Request Call for Availability and Pricing
Rate Model
• Vendor Assistance
• Onsite demonstrations and training
• Pilot
What worked well?
• Deployment Planning– Deployment Team Coordinator
• 3 teams of 6 (3 days/wk)• Reports and equipment each day
– Staging rooms & carts
– Disposal bins
– Facilities delivery and disposal
• PM out 4 mos. during implementation start
• Staff understanding project management processes
• Difficult data collection– Multiple vendors– Inaccurate data (people, location, devices, budget,
etc.)– Group reps choosing devices for individuals
Challenges
Sponsor and Ednetics Perspectives
QuestionsAnswers
Contact Information
Brian CoxUniversity of IdahoUI Customer Technology [email protected]
Jane CoxUniversity of IdahoUI Portfolio and Prj Mgmt [email protected]
Project Manager
Project Sponsor
Matt BairdEdnetics Inc.Director, Ednetics [email protected]
Vendor Manager