• Enhance services provided to the public
• Implement innovative customer solutions to support future developments, including e-government
• Upgrade LAN hardware
• Implement VoIP solution integrated with latest contact centre technology

When the lease on its LAN hardware recently expired, Milton Keynes Council decided not only to install new switches but also to implement an IP telephony network, integrated with the latest contact centre technology.

"In upgrading our network, we were aware of the need to enhance our services and plan for the future," explained IT operations manager Peter Bonham. "A Voice over IP (VoIP) network would support a more flexible organisational structure, while providing a platform for innovative customer services, including ultimately e-government."

The contract was awarded to HP in partnership with DeTeWe, an independent provider of converged communications solutions. With assistance from HP's European Network Design Centre, DeTeWe designed, supplied and installed a complete solution. This solution was based on ProCurve Networking switches, the Mitel Network 3300 Integrated Communications Platform, and Rockwell FirstPoint Contact. Milton Keynes Council is also evaluating the 5300 for future requirements.

"We were only interested in technology from established companies with cast-iron reputations," said Bonham. "When we looked at the market leaders, we found that ProCurve Networking switches offered much better price/performance than competitive products. At the same time, HP and its partners offered us a complete solution for our needs."

The new network infrastructure supports higher volumes of data traffic. According to Bonham, the reliability of HP's switch technology translates into better service levels for the network's 2,000 internal end-users. This in turn benefits external customers, who are also served by four new contact centres covering areas such as housing and the environment. The network, which already has a significant number of external users, will soon be opened to the public.

In addition to substantial savings on capital investment, Milton Keynes Council is continuing to save on maintenance costs because all edge switches are covered by a lifetime warranty. The core is covered by a four-hour on-site support package.

Because ProCurve Networking meets industry standards, the HP/DeTeWe solution does not lock Milton Keynes Council into proprietary technologies. Instead, the council is free to develop best-fit solutions in specific areas, regardless of how its business requirements may evolve in the future. The solution also provides sufficient scalability to accommodate growth for the foreseeable future. The use of VoIP, which currently supports 400 users, enhances flexibility and reduces costs associated with internal reorganisation. Rockwell FirstPoint Contact, with its support for multiple contact channels, will help to pave the way for e-government.

"The solution provided by HP and its partners is enabling us to do a lot of new things. The call centres, for example, are proving very popular — indeed, our customers think they are brilliant. We are very happy with this project and are highly impressed both by the technology used and by DeTeWe's services," concluded Bonham.

• Reliability of switch technology provides internal data users with enhanced levels of service
• External customers also receive better service, with new call centres being highly rated
• Support for industry standards enables best-fit solutions to be implemented in different areas
• Use of VoIP enhances flexibility and reduces costs associated with internal reorganisation
• Use of contact centre solution to support multiple channels will pave the way for e-government

To learn more about ProCurve Networking's Adaptive EDGE Architecture solutions, visit our home page.

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