Malvern Hills District Council

Embraces Unified Communications To Support Virtual Team Collaboration

The Company:
Malvern Hills District Council deployed a Mite®3300 IP Communications Platform along with Mitel ®Navigator telephones to connect employees; from office staff to field workers. Demonstrating true technology leadership, the Council is using Microsoft® Office Communications Server integrated with the Mitel IP platform to deliver telephony with presence and availability alongside instant and unified messaging to enable staff to work more harmoniously while in different locations.

The Challenge:
Malvern Hills Council was operating an aging telephony system that was not supporting the organisation adequately. It needed a phone system that it could depend on which offered a reliable means for people to contact the council. Instead of simply replacing it with a traditional phone system, the council chose to move forward with an IP communications platform. The council wanted to implement a system that would support more collaborative working across the council; from those in the contact centre, to those on the road, to desk-based employees and home workers.

About Malvern Council
Type: Local Government - council
Location: Malvern, Worcestershire, UK
Configuration: Mitel IP Solution comprising of Mitel 3300 IP Communications Platform (ICP), Mitel Navigator phones, Microsoft Office Communication Server (OCS)
Website: http://malvern.whub.org.uk/home/mhcindex.htm

Customer Needs:

• Minimise voicemail tag and reduce email overload
• Consolidate communications channels into a single interface
• Reduce the plethora of gadgets and devices
• Communicate more effectively between different sites and different departments
• Ensure residents get a prompt resolution to their issue or question
• Provide the right communications tools to migratory personnel working at different locations and at different times

Solution Components:

• Mitel 3300 MXe IP Communications Platform (ICP)
• Mitel Navigators (IP phones)
• Microsoft Office Communication Server (OCS) licenses plus integration

Results:

• Overall increase in efficiency of workers using the new system
• 40-50% more calls being managed per day without additional resources
• Staff have more time to focus on their job rather than searching for people
• Staff are no longer slaves to email, using instant messaging to see if people are free
• Reduced the irritation of modern technology, making it easier to communicate
• Staff can now work at different sites and communicate effortlessly
• Rapid adoption of technology by users who quickly grasped it's usefulness

Malvern Hills District Council (PDF 837KB)