Concept & Practicality in London Borough of Newham VOIP
Introduction <ul><li>Ganesh Thangarajah </li></ul><ul><ul><li>ICT Portfolio Manager </li></ul></ul><ul><ul><li>Technical &...
Where is Newham? <ul><li>In the heart of the East End.  </li></ul><ul><li>Host borough for the London 2012 Olympics  </li>...
Newham Network Infrastructure <ul><li>4500+ Users </li></ul><ul><li>125+ Sites </li></ul><ul><li>76 Sites connected to the...
Newham Network (Legacy)  <ul><li>Separate infrastructures for data, voice, and video </li></ul><ul><li>Circuit switched ne...
Concept All eggs in one basket?!!!! Converged Architecture—Highly Adaptive, Open, Scalable, and Unified Voice  IP Web E-Ma...
Voice Network Resilience  <ul><li>Dependent on business size and Requirements </li></ul><ul><li>Phones switchover to worki...
Resilience <ul><li>VOIP offers true resilience.  </li></ul><ul><li>Multiple Call-Managers Located across the council.  </l...
Physical Concept MCS 7800  Series Server Ethernet  LAN Switch Voice Enabled  Router or Gateway Traditional Telephony syste...
Justification of Concept <ul><li>Business driven </li></ul><ul><ul><li>Valid business case (Financial & Non-financial) </l...
Options <ul><li>Complete Voice infrastructure replacement (Big Bang!) </li></ul><ul><li>Upgrade the existing voice infrast...
Risks & Constraints <ul><li>Bandwidth Requirements </li></ul><ul><li>Quality of Service </li></ul><ul><li>Security </li></...
Benefits  – ICT Perspective <ul><li>Single Network </li></ul><ul><ul><li>Maintenance, Cabling, Administration, Support, Mo...
Benefits  – Continued… <ul><li>Reduced Call Costs </li></ul><ul><ul><li>Reduced mobile phone usage </li></ul></ul><ul><ul>...
Introduction <ul><li>Jaimin Patel </li></ul><ul><ul><li>Head of Customer Services Performance Strategy </li></ul></ul><ul>...
Benefits – Language Shop <ul><li>Customer improvements – BSL, Routing callers to the right service </li></ul><ul><li>Staff...
Key Issues <ul><li>Implementation with staff </li></ul><ul><li>Building trust & confidence / openness </li></ul><ul><li>De...
<ul><li>THANK YOU! </li></ul><ul><li>For further info please contact </li></ul><ul><li>[email_address] </li></ul><ul><li>[...
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Sriganeshan Thangarajah

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  • Good afternoon everyone, as you can see the subject of my presentation is the concept &amp; practicality of VOIP in the London b of Newham.
  • Let me first introduce myself I was also the technical &amp; investment analyst of the VOIP concept in the borough. In this presentation I will be taking you through the concept and implementation of VOIP in Newham.
  • For those of you who would like to know where Newham is This is where we are ……… In the heart of East London who is proud to be the Host borough for the London 2012 olympics.
  • This is the Map of Newhams Network infrasturcture The burgundy lines in this map represents the physical infrastructure of Newham. This consist of ……. Cost of ownership of the dark fibre network is far less compared to the leased circuits. Also caters for the future badwidth requirementsof the businesses.
  • The three clouds here represents the 3 ………… The voice infrastructure is ……………
  • The concept is to converge all there networks into an IP infrastructure which is a ……………. When the concept was introduced to the stake holders as you might predict the view of the concept was seen as all eggs in one basket?!!!(single point of failiure)
  • Hence newham did an extencive investigation of the resilience of the VOIP concept. This is exemplified in this diagram
  • As you can see from the above example that ……. This is achieve by deploying …… This provides ……. This ……. This also ............. This in effect helps to provide better service to our residence
  • This picture speaks for itself on the right hand side you see the traditional telephony system and its physical complexity On the left hand side of the picture you have the elements that replaces it on the VOIP infrastructure. On a disaster recovery scenario you can image the efforts needed in order to replace the traditional system. and also the storage requirements
  • One of he key requirements was the justification of the VOIP concept……… i.e. the clear business requirement of such advanced system. Not just new toys, predictable ROI for the budgets ablity to take the investment with the business when relocating
  • This left us with a few options …………….. Even though Option 1 was the purest IP solution this meant that the whole councils voice infrastructure had to be changed over night, which presented a lot of obstacles in its deployment. i.e. training issues Option 2 meant infesting more money into a outdated technology. Option 4 would have resulted in higher cost of ownership Hence option 3 was the solution Newham decided to go for which meant that we are able to gradually migrate to the the VOIP technology.
  • There were a few identified risk and constraints in the option that we chose .
  • Now that I have pre-empted all risk and constraints which leaves for me to highlight the benefits that we forecasted.
  • As I mentioned these are the forecasted benefits on a ICT and technical prospective.
  • I would like to introduce my colleague who will give you a quick run through on the practicality and operational benefits on a business and user prospective.
  • Sriganeshan Thangarajah

    1. 1. Concept & Practicality in London Borough of Newham VOIP
    2. 2. Introduction <ul><li>Ganesh Thangarajah </li></ul><ul><ul><li>ICT Portfolio Manager </li></ul></ul><ul><ul><li>Technical & Investment Analyst (VOIP/IPT) </li></ul></ul><ul><ul><li>Concept & Implementation </li></ul></ul>
    3. 3. Where is Newham? <ul><li>In the heart of the East End. </li></ul><ul><li>Host borough for the London 2012 Olympics </li></ul>Here
    4. 4. Newham Network Infrastructure <ul><li>4500+ Users </li></ul><ul><li>125+ Sites </li></ul><ul><li>76 Sites connected to the core network by Dark Fibre </li></ul><ul><li>90% of the work force is served by the Dark fibre network </li></ul>
    5. 5. Newham Network (Legacy) <ul><li>Separate infrastructures for data, voice, and video </li></ul><ul><li>Circuit switched network not designed to handle future converged data, voice, and video demands </li></ul>Video H.320 Room-Based PBX TDM ACD Voice Mail Voice Data Web DSL Cable Dial ISDN Extranet E-Commerce H.323 Desktop Video E-Mail
    6. 6. Concept All eggs in one basket?!!!! Converged Architecture—Highly Adaptive, Open, Scalable, and Unified Voice IP Web E-Mail DSL Cable Dial ISDN Extranet E-Commerce IP Telephony Network PBX Internet Call Centre Data Video
    7. 7. Voice Network Resilience <ul><li>Dependent on business size and Requirements </li></ul><ul><li>Phones switchover to working server </li></ul>
    8. 8. Resilience <ul><li>VOIP offers true resilience. </li></ul><ul><li>Multiple Call-Managers Located across the council. </li></ul><ul><li>Automatic failover/Continuous service </li></ul><ul><li>Eliminates geographical constraints </li></ul><ul><li>Complies with the Emergency Planning requirement </li></ul><ul><li>Less downtime = Better service to residents </li></ul>
    9. 9. Physical Concept MCS 7800 Series Server Ethernet LAN Switch Voice Enabled Router or Gateway Traditional Telephony system IP Telephony System
    10. 10. Justification of Concept <ul><li>Business driven </li></ul><ul><ul><li>Valid business case (Financial & Non-financial) </li></ul></ul><ul><ul><li>Predictable Return on Investment </li></ul></ul><ul><ul><li>Complies with Corporate strategy / service plan </li></ul></ul><ul><li>Safeguard existing investments </li></ul><ul><ul><li>Infrastructure </li></ul></ul><ul><ul><li>Telephony systems </li></ul></ul>
    11. 11. Options <ul><li>Complete Voice infrastructure replacement (Big Bang!) </li></ul><ul><li>Upgrade the existing voice infrastructure </li></ul><ul><li>Deploy an interoperable VOIP/IPT solution </li></ul><ul><li>Do nothing! </li></ul>
    12. 12. Risks & Constraints <ul><li>Bandwidth Requirements </li></ul><ul><li>Quality of Service </li></ul><ul><li>Security </li></ul><ul><li>Procurement </li></ul><ul><li>User & Administrator Training Issues </li></ul><ul><li>Interoperability with existing voice network </li></ul><ul><li>Cost of IP Telephony Handsets </li></ul><ul><li>Culture Shock! </li></ul>
    13. 13. Benefits – ICT Perspective <ul><li>Single Network </li></ul><ul><ul><li>Maintenance, Cabling, Administration, Support, Moves/Adds/Changes (MAC’s), Staff </li></ul></ul><ul><li>Voice Business Continuity </li></ul><ul><ul><li>Integral component to an effective voice business continuity plan </li></ul></ul><ul><ul><li>Can be compared against other less effective plans </li></ul></ul><ul><ul><li>Voice message backup/restore </li></ul></ul><ul><li>Real Estate </li></ul><ul><ul><li>Space Utilisation, Reduced Operational Costs, Flexibility </li></ul></ul>
    14. 14. Benefits – Continued… <ul><li>Reduced Call Costs </li></ul><ul><ul><li>Reduced mobile phone usage </li></ul></ul><ul><ul><li>Extension Portability Campus Roaming, Home Office, Other Location </li></ul></ul><ul><ul><li>Unified Messaging </li></ul></ul><ul><li>Small Branch Office </li></ul><ul><ul><li>Centralised Call Processing </li></ul></ul><ul><ul><li>No on-site PBX </li></ul></ul><ul><li>Reduced PC Costs </li></ul><ul><ul><li>IP phone can replace a web-enabled PC or laptop in certain environments </li></ul></ul>
    15. 15. Introduction <ul><li>Jaimin Patel </li></ul><ul><ul><li>Head of Customer Services Performance Strategy </li></ul></ul><ul><ul><li>Head of Language Shop </li></ul></ul><ul><ul><li>Practicality & Operational Benefits </li></ul></ul>
    16. 16. Benefits – Language Shop <ul><li>Customer improvements – BSL, Routing callers to the right service </li></ul><ul><li>Staff efficiency - Dialling directly from Applications </li></ul><ul><li>Management information -Examine variations </li></ul><ul><li>New functionality-call recording and time recording </li></ul><ul><li>Cultural change-Staff attitude towards new technology </li></ul>
    17. 17. Key Issues <ul><li>Implementation with staff </li></ul><ul><li>Building trust & confidence / openness </li></ul><ul><li>Demonstrate quick wins </li></ul><ul><li>Follow through suggestions / Complaints </li></ul><ul><li>Address faults quickly </li></ul><ul><li>Capitalise on success by linking to process reviews </li></ul>
    18. 18. <ul><li>THANK YOU! </li></ul><ul><li>For further info please contact </li></ul><ul><li>[email_address] </li></ul><ul><li>[email_address] </li></ul>

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