斯特拉福德郡成功案例

斯特拉福德郡采用了Avaya IP语音通信解决方案，以集中化的基础设施将五栋主要建筑物连接到一个通信系统中，横跨各个机构和其它由当地政府控制的设施有效降低了运营开支。

Avaya IP Telephony Solution Links Strafford County Locations and Enhances Service to Citizens

Challenge
Solution
 
To replace seven deteriorating voice and video communications systems, upgrade to IP Telephony to reduce costs, make collaboration more efficient between county agencies, provide the public with better access to county services (including a more robust 911 application), find a scalable voice and data network solution that interoperates with the Tandberg Judicial System.
 

When seeking a solution to centralize seven multi-vendor systems in five buildings, the county looked to an Avaya BusinessPartner. During the appraisal process, Strafford County considered Avaya, Cisco and Nortel. The county wrote the specs for the project and Avaya was awarded the business from a Review and Selection County team in early 2005. A determination factor in the vendor selection process was a visit to the Avaya Executive Briefing Center at headquarters in New Jersey, and the Avaya team’s ability to demonstrate solution functionality and payback.
 
Value Created
 
• Consistent, branded customer experience with Direct Inward Dial (DID) lines and the use of Avaya Modular Messaging which allows county employees to provide citizens with faster and more efficient access to services and administration representatives.

• Intelligent, personalized interactions have given county criminal justice officials the ability to conduct witness interviews and medical screening via video conferencing rather than physically transporting inmates from one location to another.

• More productive internal collaboration with current tenants (University of New Hampshire, the state run county court system and Community Action Team) which is seen as a potential revenue stream with significant growth prospects.

• Faster linkage of people, processes and resources has saved Strafford County an estimated $15,000 annually due to reduced phone bills within agencies coupled with the ability to replace long trips to and from their town to county jails with videoconferencing for court arraignments.

• More agile, secure and reliable operations during a crisis with failover ability and accessibility since implementation of the Avaya S8300 Media Server in Local Survivable Processor mode.

• The cost of the project will pay for itself with 65 to 75 percent savings expected in one year on communications costs. For example, the rest home reduced its monthly bills by $900 per month, which includes the cost for Internet access and equipment leasing fees.
 

Dover, New Hampshire, USA – With seven phone systems installed in five different buildings – some of which used more than one phone system, Strafford County of New Hampshire faced a daunting challenge when local phone company lines into those buildings began to deteriorate and a complete system upgrade was needed.

County officials were determined to link all of those locations on one IP Telephony Solution to reduce expenses; make collaboration and communications between county agencies more efficient; and provide the public with more responsive services and access to county administration.

Other considerations were a centralized voice mail system, improved responsiveness to citizen needs, a stronger image for the county in taxpayers’ eyes, addressing public safety concerns with a more robust 911 application and enhanced business continuity/disaster recovery plans.

“We needed to install a system that would allow for growth and offered features that would allow us to reduce expenses and provide better services to county citizens,” said Roger Smith, information management systems director and chief information office. “We also wanted a solution that offered a ‘plug and play’ seamless environment across all county offices and managed agencies.”

The Search for a Solution to Address County’s Needs Begins

Smith led the effort to investigate IP-based telephony solutions. As he explains it, his approach differs from many of his counterparts.

“We don’t send out a Request for Proposal for bidding,” Smith said. “Instead, we draw up a spec sheet that explains what we need. Then we research potential vendors for IP Telephony Contact Centers Mobility Services

those products or services. We then interview the potential vendors, and a selection committee does a thorough and ultimately decides who gets the business.”

Smith and his counterparts in New Hampshire county government formed an association of IT professionals in 2005. The group shares information on technology-related issues. Many of his colleagues mentioned favorable experiences and successful ventures with an Avaya BusinessPartner (BP).

When Strafford County started looking at its telephony needs and how to improve communications flow, the vendors considered were Cisco, Nortel, and Avaya.

“We decided to look at the three biggest providers,” said Smith. “The bottom line was that after I looked at each entity, I thought Avaya had the best interface and had the plug and play infrastructure we wanted.”

Smith visited both Cisco and Avaya’s labs. He was extremely impressed with the Avaya Executive Briefing Center environment in New Jersey and confirmed it was the determining factor in the decision making process.

“I’d never seen anything that even remotely resembles it, and that’s when we decided Avaya was going to be the vendor of choice,” said Smith. “When discussing how features work and how they can help, not only could Avaya say they can do it, they also can show you. None of the other vendors could do that.”

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