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2017 Building Bridges VoIP Project Presentation
- 1. Migrating from Traditional PhoneService to Hosted VoIP
- 2. Welcome! Brian Cox University ofIdaho UI Customer Technology Support bdcox@uidaho.edu 208-885-7301 Jane Cox University of Idaho UI Portfolio and Prj Mgmt Ofc jmcox@uidaho.edu 208-885-7233 Matt Baird Ednetics Inc. Director, Ednetics Voice matthew.baird@ednetics.com 208-262-2065
- 3. • Welcome • UniversityNeed • Strategic Alignment • Benefits of Hosted Solution • Project Overview • Sponsor and Ednetics Perspective • Questions Agenda
- 4. Centranet telephone servicesat 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
- 5. Multiple strategies weresupported with this project • Applying emerging technologies • Financial stewardship • Quality support systems UI Strategic Alignment
- 6. Partnership with industryexperts Leveling out costs Consolidation of service Support and maintenance Optimize FTE 24x7 monitoring Scalability Why a hosted solution?
- 7. • Implement amodern 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
- 8. Same or lowercost 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) Solution supports 90%+ of high priority requirements Solution 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
- 9. 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
- 10. STAGE1 • Request for Proposal– Signed Contract STAGE2 • Implementation of Purchased System and Services Two Stages Approach
- 11. Successes Challenges Preparation •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
- 12.
- 13. Information Gathering Sessions Multiple Communications RegularWeekly Meetings • Scope • Risk • Schedule Implementation Preparation • Technical • Physical (incl. devices allowed) • Pilot • Cleanup Key Communications
- 14. • 2,250 devicesinitially (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
- 15. • Modeled CurrentTCO and Projected TCO • Compared TCOs - Benefits in Cost Benefit Analysis • Effecting Factors • Non-Issues Total Cost of Ownership
- 16. • Billing portalw/Ednetics • X devices @ $/device • X adjunct devices @ $/device rate • Plus additional charges and fees • Now moving to permanent reallocation Internal Billing Model
- 17. Standard Service Rate (includesone 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
- 18. • 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
- 19. • PM out4 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
- 20. Sponsor and EdneticsPerspectives
- 21.
- 22. Contact Information Brian Cox Universityof Idaho UI Customer Technology Support bdcox@uidaho.edu 208-885-7301 Jane Cox University of Idaho UI Portfolio and Prj Mgmt Ofc jmcox@uidaho.edu 208-885-7233 Matt Baird Ednetics Inc. Director, Ednetics Voice matthew.baird@ednetics.com 208-262-2065
Editor's Notes
- #2 Jane
- #3 Jane We will share processes and associated templates/forms.
- #4 Jane
- #5 Brian LEAD IN WITH QUESTIONS… How many of you have a solution that is not meeting your communication or collaboration needs? How many of you are considering a phone system upgrade?
- #6 Brian (best use of financial resources and people’s time)
- #7 Matt
- #8 Brian Resulting in: Cisco technologies, Single new vendor New support structure Simplified cost recovery model.
- #9 Brian
- #10 Brian
- #11 Jane
- #12 Jane Transition to next slide with: Why chose Ednetics – vendor team supporting cast Flexibility of system (not just given phones and left on our own) Schedule to our needs – around academic calendar and holidays Roles (Ednetics and UI) Collaboration
- #13 Matt and Jane Plan extra time for requirements gathering – don’t have extensive information about install base Use a pilot to work through implementation processes Vendor controls cutover timeframes
- #14 Jane Information gathering (2 parts) General informational user sessions Individual/group meetings to gather requirements Technical cabling
- #15 Brian Explain vendor reduction to 2 – still needed analog lines for life-safety and where network unavailable. Now Flat Rates (includes device lease)
- #16 Brian Current TCO Numerous service providers Labor, operations, service costs, overhead Revenues from rebilling Old contracts; vendors inconsistent; invoicing always wrong Projected TCO Before contract Costs for conversions included Unsure of device counts (disconnects, contract floor) Added video phones in middle Changes in progress (organization, service levels, billing system) Factors Bad Data (incomplete, inaccurate, non-existent) Non-finance persons doing modeling, even CIO involved Cost recovery proposal (deferred, needed rate sheets quickly and practices defined) 5 year model but 3 year contract and 3 year device leases; attempted to level costs Non-issues
- #17 Brian & Matt Additional charges – cables, upgrades, etc.
- #18 Brian
- #19 Jane & Matt Reports indicating what buildings, floors, desk locations, types of phones, etc.
- #20 Jane & Matt
- #21 Brian & Matt
- #23 Jane We will share processes and associated templates/forms.