Concept & Practicality

in

London Borough of Newham

VOIP

Introduction

• Ganesh Thangarajah– ICT Portfolio Manager– Technical & Investment Analyst (VOIP/IPT)– Concept & Implementation

Where is Newham?

In the heart of the East End.

Host borough for the London 2012 Olympics

Here

Newham Network Infrastructure

• 4500+ Users

• 125+ Sites

• 76 Sites connected to the core network by Dark Fibre

• 90% of the work force is served by the Dark fibre network

Newham Network (Legacy)

Video

H.320

Room-Based

PBX

TDMACD

Voice Mail

Voice

Data

WebDSL

Cable

Dial

ISDN

Extranet E-CommerceH.323

Desktop Video

E-Mail

• Separate infrastructures for data, voice, and video• Circuit switched network not designed to handle future converged data, voice, and video demands

Concept

Voice

IP

WebE-Mail

DSLCable

Dial

ISDNExtranet

E-Commerce

IP Telephony

Network PBX

Internet Call Centre

Data

Video

All eggs in one basket?!!!!

Converged Architecture—Highly Adaptive, Open, Scalable, and Unified

Voice Network Resilience

• Dependent on business size and Requirements

• Phones switchover to working server

Physical Concept

MCS 7800 Series Server

Ethernet LAN Switch

Voice Enabled Router or Gateway

Traditional Telephony system IP Telephony System

Justification of Concept

• Business driven– Valid business case (Financial & Non-financial)– Predictable Return on Investment– Complies with Corporate strategy / service plan

• Safeguard existing investments – Infrastructure– Telephony systems

Options

1. Complete Voice infrastructure replacement (Big Bang!)

2. Upgrade the existing voice infrastructure

3. Deploy an interoperable VOIP/IPT solution

4. Do nothing!

Risks & Constraints

• Bandwidth Requirements• Quality of Service• Security• Procurement • User & Administrator Training Issues• Interoperability with existing voice network• Cost of IP Telephony Handsets• Culture Shock!

Benefits – ICT Perspective

• Single Network

– Maintenance, Cabling, Administration, Support, Moves/Adds/Changes (MAC’s), Staff

• Voice Business Continuity

– Integral component to an effective voice business continuity plan

– Can be compared against other less effective plans– Voice message backup/restore

• Real Estate

– Space Utilisation, Reduced Operational Costs, Flexibility

Benefits – Continued…

• Reduced Call Costs– Reduced mobile phone usage– Extension Portability Campus Roaming, Home Office,

Other Location– Unified Messaging

• Small Branch Office– Centralised Call Processing– No on-site PBX

• Reduced PC Costs– IP phone can replace a web-enabled PC or laptop in

certain environments

Introduction

• Jaimin Patel– Head of Customer Services Performance

Strategy– Head of Language Shop– Practicality & Operational Benefits

Benefits – Language Shop

• Customer improvements – BSL, Routing callers to the right service

• Staff efficiency - Dialling directly from Applications

• Management information -Examine variations• New functionality-call recording and time

recording • Cultural change-Staff attitude towards new

technology

Key Issues

• Implementation with staff

• Building trust & confidence / openness

• Demonstrate quick wins

• Follow through suggestions / Complaints

• Address faults quickly

• Capitalise on success by linking to process reviews

THANK YOU!

For further info please contact

Ganesh@newham.gov.uk

Jaimin.patel@newham.gov.uk