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Unified Communications Program Reference Group Meeting #1 Information Projects
Agenda Welcome and introductions Program overview IPTel Desktop Communicator Telephony projects Business change and communications Close Unified Communications Reference Group
Unified Communications Reference Group
Unified Communications Reference Group
IPTel Project Will replace: Telephone handsets Voicemail system  PABX equipment Operator consoles Will upgrade: Call centre functionality (IS Service Desk) Will provide: A service for fee model for the provisioning of Telephony services  Unified Communications Reference Group
Benefits of the IPTel Project are: Robust and reliable telephony services Resolution of  number  range shortages The ability to use the same phone numbers anywhere on the University network Reduction of time and cost of Adds/Moves/Changes Reduction of line rental and call costs Improvement of phone functionality Improvement of call centre functionality Unified Communications Reference Group
Desktop Communicator Features Enhanced and Integrated Collaboration & Communication Tools Video / Audio / Web Conferencing Application & Document Sharing Virtual Whiteboarding  Enriched Directory & Presence Information Single Number Reach Access Anywhere Individual & Group Instant Messaging Desktop Communicator
Carrier   Project Description Business Drivers Inconsistent inefficient processes  Lack of economies of scale Project Objectives Selection of a single carrier for the University Introduction of the centralised service Key Project Benefits Significant cost reductions – about 40% for fixed line usage Simplified billing administration – single bill Unified Communications Reference Group
Mobility Project Description Business Drivers Inconsistent devices and support practices Administrative effort for individual contract negotiation Lack of economies of scale Project Objectives Selection of a single carrier for the University Cost reductions (45% compared to current government rates) Expansion of the centralised service Key features of this service include: Increased selection of devices Improved information on website 24/7 onsite service desk support for faults Faster mobile phone procurement
Call Accounting Billing (Billing) Project Description Business Drivers Inefficient telecommunication cost allocation processes Lack of meaningful cost containment review for carrier bills To support centralised telecommunications services processes that will reduce the burden of managing telecommunications services in the faculties and departments The following benefits will be delivered by the call accounting system:  Centralised, efficient approach for telecommunications charge outs Access and visibility of telecommunication charges via an online portal Enhanced reporting capabilities Integration with IP Telephony solution
Change Management Objectives Accelerate Program outcomes Through assisting the business to be ready and receptive Assist the University realise the benefits Accelerate adoption How quickly people adopt the new services Raise utilisation  How many people use the new services Achieve high proficiency Users ability to use the new services Unified Communications Reference Group
Change Management Processes Re-apply the ‘eXchange approach’ Leadership alignment Understand applications and benefits Understand Program processes Support and resource Program activity in their area Staff readiness and capability Broadly promote Actively educate Provide targeted training Unified Communications Reference Group
Change Management Deliverables Management ‘kick off’ sessions Information packs Demos and presentations Staff briefings Training processes (computer based, instructor led) Surveys Website (& blog)  Broad>targeted communications Unified Communications Reference Group
© Copyright The University of Melbourne 2006  Thank you for your attendance

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UC Reference Group

  • 1. Unified Communications Program Reference Group Meeting #1 Information Projects
  • 2. Agenda Welcome and introductions Program overview IPTel Desktop Communicator Telephony projects Business change and communications Close Unified Communications Reference Group
  • 5. IPTel Project Will replace: Telephone handsets Voicemail system PABX equipment Operator consoles Will upgrade: Call centre functionality (IS Service Desk) Will provide: A service for fee model for the provisioning of Telephony services Unified Communications Reference Group
  • 6. Benefits of the IPTel Project are: Robust and reliable telephony services Resolution of number range shortages The ability to use the same phone numbers anywhere on the University network Reduction of time and cost of Adds/Moves/Changes Reduction of line rental and call costs Improvement of phone functionality Improvement of call centre functionality Unified Communications Reference Group
  • 7. Desktop Communicator Features Enhanced and Integrated Collaboration & Communication Tools Video / Audio / Web Conferencing Application & Document Sharing Virtual Whiteboarding Enriched Directory & Presence Information Single Number Reach Access Anywhere Individual & Group Instant Messaging Desktop Communicator
  • 8. Carrier Project Description Business Drivers Inconsistent inefficient processes Lack of economies of scale Project Objectives Selection of a single carrier for the University Introduction of the centralised service Key Project Benefits Significant cost reductions – about 40% for fixed line usage Simplified billing administration – single bill Unified Communications Reference Group
  • 9. Mobility Project Description Business Drivers Inconsistent devices and support practices Administrative effort for individual contract negotiation Lack of economies of scale Project Objectives Selection of a single carrier for the University Cost reductions (45% compared to current government rates) Expansion of the centralised service Key features of this service include: Increased selection of devices Improved information on website 24/7 onsite service desk support for faults Faster mobile phone procurement
  • 10. Call Accounting Billing (Billing) Project Description Business Drivers Inefficient telecommunication cost allocation processes Lack of meaningful cost containment review for carrier bills To support centralised telecommunications services processes that will reduce the burden of managing telecommunications services in the faculties and departments The following benefits will be delivered by the call accounting system: Centralised, efficient approach for telecommunications charge outs Access and visibility of telecommunication charges via an online portal Enhanced reporting capabilities Integration with IP Telephony solution
  • 11. Change Management Objectives Accelerate Program outcomes Through assisting the business to be ready and receptive Assist the University realise the benefits Accelerate adoption How quickly people adopt the new services Raise utilisation How many people use the new services Achieve high proficiency Users ability to use the new services Unified Communications Reference Group
  • 12. Change Management Processes Re-apply the ‘eXchange approach’ Leadership alignment Understand applications and benefits Understand Program processes Support and resource Program activity in their area Staff readiness and capability Broadly promote Actively educate Provide targeted training Unified Communications Reference Group
  • 13. Change Management Deliverables Management ‘kick off’ sessions Information packs Demos and presentations Staff briefings Training processes (computer based, instructor led) Surveys Website (& blog) Broad>targeted communications Unified Communications Reference Group
  • 14. © Copyright The University of Melbourne 2006 Thank you for your attendance