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SUCCESS STORIES – MODERNISATION OF SWITCHBOARDS: In search of an optimal and global solution

A town hall with the aim to modernize to unify and to optimize its voice communications systems, with the support of Lean Focus, addresses a process of diagnosis, selection of alternatives, tender and resolution of the competition

Aware of the high obsolescence of most of the switchboards located in the main facilities, tired of problems arising from their maintenance and needing to offer functionalities and services not covered to all the headquarters, the town hall decides to carry out a project to renew its voice communications systems.

After asking for offers from different companies, the City Council decides to rely on Lean Focus, a leading company in the sector, with high experience in similar consulting projects and accustomed to working with public administrations.

In order to ensure that the optimal solution is chosen, adjusted to current and future needs and that all alternatives are taken into account, it is decided to divide by starting with a consultancy:

  • Phase I: Consulting on current situation and study of solutions
  • Phase II: Tendering for Voice Communication Systems
  • Phase III: Support to the creditors procediments

Status of departure:

In order to give better solution to workers, citizens and professionals, City Council has been investing in telecommunications. On the one hand, it has been created a corporate network with its own fiber, uniting the main headquarters (12) and connecting with other secondary headquarters (23) by fiber (and ADSL) of third parties through VPN and MPLS. In addition there is a set of secondary facilities that although many have ADSL, FTTH or radio link do not have permanent connections with the central node. On the other hand, the previous year the telecommunications competition for fixed telephony, mobile and data network was closed, covering both functionalities and cost all needs.

In relation to fixed voice communication systems the situation is not so controlled. While it is true that many installations are linked by the corporate ring and that you could have an integrated solution, the reality is that in many of them there are still old switchboards, resulting in a great fusion of device types, properties (own, renting and operator) and models.

Phase I: Consulting on current situation and study of solutions

In the first place, a comprehensive inventory of switchboards, lines and devices are carried out, analysing each of the headquarters. It also reflects the current and future needs of the organization in general and of each of the facilities, paying special attention to the Local Police as a critical service.

Once the situation is well characterized, a diagnosis is made that is shared with those responsible for the City Council. In order to choose the best solution, the session is used to discuss technological alternatives: distributed switchboards, central on premise, operator switchboard solutions on fixed or mobile technology and cloud switchboards

Based on the chosen cloud PBX solution managed by an integrator, the target scenario is detailed and a GAP analysis is performed between this scenario and the current solution.

Agreed with the managers at telecommunications, the actions to be carried out, priorities and work plan are defined, ensuring a zero impact on the service.

Phase II: Tendering for Voice Communication Systems

Once the basic functionalities to be offered and the bidding strategy have been defined, technical specifications are drawn up, defining technical requirements, dimensioning, operations, maintenance service and SLAs

Support is also given in the administrative document defining and detailing the evaluation criteria both automatic and value judgement

Once the tender has been launched by the City Council, 2 months after the delivery of the tender documents, answers are given to technical questions asked by the tenderers

Phase III: Support for the resolution of the competition

Six offers of integrators are received and analysed. A technical value assessment is made, scoring in detail each of the points developed. In the overture of the economic envelope a comparative analysis of the automatic criteria of the offers is carried out. The award evaluation report is also drawn up.

After a longer implementation period than expected due to the withdrawal from the market of one of the equipment offered, the solution put into operation is certified, meeting the expected needs and taking advantage of functionalities related to the ease of videoconferencing and teleworking that had not initially been estimated as critical.