Portsmouth City Council has replaced its analogue telephones with a digital system that will run on the council’s data infrastructure.
The system was procured from Virgin Media Business and Cisco through a Hampshire and Isle of Wight framework agreement.
The council has installed the system across the civic office and three call centres. Because all the information is processed in one place, workers taking calls will have what they need to quickly resolve issues for callers. The 2,000 workers at the council can be contacted through a single number, wherever they are.
Because the system runs on the data infrastructure, the council saves money by not requiring a voice infrastructure.
Mel Burns, head of ICT at Portsmouth City Council, said the helpdesks and civic office form the central hub of Portsmouth City Council. “Incoming calls need to be dealt with quickly in a way that is good for the citizens and for the council,” she said.
Burns said the roll-out did not cause any disruption to services.