1 © 2005 cisco systems, inc. all rights reserved. session number presentation_id cisco public cisco...

1© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public

Cisco IP Communications for State and Local Government Agencies

Technical Overview

August 2005


Agenda

• Government Communication Overview

• Cisco IP Communications Solution Overview

• Applying IP Communications

• Customer Success Stories

• Why Cisco IP Communications?

• Government Leasing, Programs, and Resources

• Q&A


Government Communication Overview


Communication Complexities for Today’s Constituent, Employee and Agency

ConstituentConstituentRealityReality

AgencyAgencyRealityReality

EmployeeEmployeeRealityReality

Constituent SatisfactionEfficiency

Stewardship of Budget

ContinuityServices EnablementCost Reduction

ProductivityEffectiveness

Efficiency


Government Communications Challenges

• Enhance collaboration and information-sharing tools to streamline delivery of safety and social services

• Ensure continuity of operations

• Utilize resources efficiently

• Manage costs

• Replace outdated private branch exchanges (PBXs) with a modern system that meets today’s converged network needs

• Deploy an affordable, easy-to-maintain communications solution that enables advanced services


Business Resilience• Disaster recovery• Network and data security

Service and Safety Excellence• Better constituent service and response• Enhanced collaboration• Mobility and teleworker gains• Higher productivityExpanded BenefitsExpanded Benefits

Improving Improving Government Government ProductivityProductivity

Lower Costs• Reduce management costs• Simplified moves, adds, and changes• Lower cabling costs• Toll bypass

Initial BenefitsInitial BenefitsReducing CostReducing Cost

Drivers to IP Telephony


Total Market $B

Worldwide Enterprise Voice Market

Enterprise IP Telephony

Time Division Multiplex (TDM)/PBX

• Budget cuts require new solutions

• Movement to converged networks and IP Communications is accelerating

• IP telephony projected to grow by 50 percent in public sector

• IT spending for government rising to meet modernization needs

Source: Synergy Research

Acceleration of IP Telephony Market


Business Impact of IP Communications

• Fosters interagency communication and collaboration

• Increases reach and responsiveness of services; improves ease of use

• Enables more efficient, cost-effective use of resources

• Improves constituent and government employee safety by improving delivery of emergency alerts and enabling improved communications interoperability


Cisco IP Communications Solution Overview


Voice MessagingVideoconferencing Telephone Services Instant Messaging Contact Center

E-MailCollaboration Calendar Audioconferencing Web Application

Integrated, Secure IP Communications Solution

Productivity Business Process

Business Transformation

IP Network

Telephone Services

SECURITYSECURITY


A Comprehensive Government Communications Portfolio

• Workplace Services• Voice Mail and

Unified Messaging• Emergency

Responder• Customer Contact• Rich-Media

Conferencing

ApplicationsApplications EndpointsEndpoints Call ControlCall Control InfrastructureInfrastructure

• IP Phones• Wireless Phones• IP Communicator• Cisco® VT

Advantage

• Hosted Call Control

• Cisco CallManager

• Cisco CallManager Express

• Integrated Services Routers

• Integrated Infrastructure:

• Security• Quality of Service (QoS)• Availability• Management• Administration

A flexible, resilient, and secure suite of communications applications that scale and adapt

to the needs of any government agency


Advantages of Cisco’s Systems Approach

• Tight integration of IP Communications applications and Cisco® infrastructure enable all components to work together as an effective system

• Cisco advantages

Automated configuration reduces operating expenses and speeds deployment

IP Communications security integrated with the infrastructure—virtually no added cost

Easily extend business resilience strategy to IP Communications

Open standards and innovation

• Complete suite of integrated applications for communication and collaboration


Cisco IP Phones 7905G/7912G

Cisco IP Phone 7960G

Cisco IP Communicator

Cisco VT Advantage

Cisco Wireless IP Cisco Wireless IP Phone 7920Phone 7920

Cisco IP Conference Station 7936

Cisco® IP Phone 7970G/7971G-GEFeatures


Cisco VG248 Analog Phone Gateway


Cisco ATA 186/188

Industry’s Best Portfolio of IP Telephony Endpoints


Emergency Alert

Time Clock Mapping

Surveillance

Education

Attendance

HealthcareStatistics

Broadcast

Custom and Off-the-Shelf Applications

www.cisco.com/go/apps

IP Phone Applications


Employee Productivity • Provides one-stop

message access • Frees user from being

tied to multiple devices; delivers personalized services

• Flexibility—gives user choice of device and location for calls

Constituent Satisfaction • Increases speed of

response• Offers flexible

communication flow with media choices

Cost Reduction• Leverages current

groupware investment

• Offers interoperability with traditional TDMs/PBXs

• Scales to meet changing needs

Cisco Unity Solution—Unified Messaging and Voice Mail


2004 Results

Complete voice, video, and Web conferencing and control

As natural and effective as face-to-face meetings for training and collaboration

Cisco MeetingPlace: Real-Time Communications and Collaboration


High

HighLow

Org

an

iza

tio

n V

alu

e

Constituent Value

ContactCenter

CustomerInteraction

Network

DifferentiatedServices

Necessary Evil

CallCenter

Operational Efficiencies

• Increases self-service resolution

• Increases resource utilization

• Reduces communications total cost of ownership

• Improves access to government services

• Simplifies tax-and-revenue collection processes

• Integrates remote resources

Enhanced Performance

Customer-Contact Solutions:Creating a Better Constituent Experience


CRMCRM

TelephonyTelephonyApplicationApplication

GatewayGateway

Routing logic, computer Routing logic, computer telephony integration, telephony integration, and reporting engineand reporting engine

InternetInternet

Web appsWeb apps

CRMCRM

Public switchedPublic switchedtelephone networktelephone network

(PSTN)(PSTN) TelephonyTelephonysoftwaresoftware

AgentsAgents

Speech-enabled,Speech-enabled,self-service appsself-service apps

Converged,Converged,GovernmentGovernmentIP NetworkIP Network

• Single, cost-effective, multiservice network

• Availability and resiliency via clustering

• Agency or govt. wide scalability and efficiency

• Ubiquitous application support

• Integral support of Web applications

• Logical distribution of functions

The Customer Interaction Network


Bringing It All Together:Making IP Communications Work

The Part You Do Not See:

The Intelligent Information Network

Enables Integration

EnhancedPower Management

IntelligentLAN Switching

Auto VLAN

Auto QoS

Home Net

CarrierSoftswitch

Firewall

Host IntrusionProtection

Wi-Fi Networking

Dynamic DeviceDiscovery

IntelligentTraffic Routing

Network AccessControl

Secure VPN Access StorageManagement

SeamlessMobility

Dynamic UserTracking

Remote

Video Association

The Part You See

IP Telephony Customer Contact

Unified Messaging

Video

Collaboration

Mobility


IP Communications Wireless SecurityManagement Storage

Advanced Technologies

AdvancedTechnology

Features

FoundationTechnology

Features Integrated Network Foundation

Routing SwitchingOptical

An Integrated System Extends Benefits Across the Agency and Government

Home Worker Field Office Government Center NGO Partner Supplier

Across All Government Locations

IntegrationBenefit

Faster Deployment

Better Performance Lower Cost

Greater Reliability and

Security


Applications

“Cisco proved it can build a voice-over-IP network that sophisticated hackers are not able to break or even noticeably disturb”—Miercom

Part of an Overall Security Strategy

Desktops

IP PhoneApplicationMessagingGateway

Network

Internet

• Endpoints

• Application

• Cisco® CallManager

• Infrastructure

Securing IP Communications


How Cisco IP Communications Delivers Business Resilience

• Offers intelligent failover

Seamless failover without call interruption

Automatic rerouting (no manual administration needed)

• Has redundancy built into all layers of the infrastructure

Power, call processing, hardware, and failover

Desktop IP provides additional resilience where TDM would fail

• Improves productivity for IT

Proactive health and fault monitoring of network

• Unique applications to ensure business continuity during disasters


IP Communications Enables Mobility

• Cisco® CallManager—

Eliminates manual administration for moves, adds, and changes and E-911

Registers phones automatically

Automatically turns QoS on or off as phones are plugged or unplugged into the data port

Automatically powers the phone

Automatic VLAN association—ensures traffic segmentation; can provide privacy and security

Automatic, dynamic E-911 database updates

• Wireless and VPN for branch offices and teleworkers

• Cisco IP Communicator SoftPhone—

Enables you to take your phone extension with you on your laptop


Low-Cost, Low-Maintenance Moves, Adds, and Changes

“If I needed to move somebody from one building or office to another, I had to call a vendor and have them come in and change the line. It took a lot of time, often two or three days. Now it only takes five minutes. An employee can just pick up her phone and plug it in at the new location.”

Ann Farquhar, Director of Civilian Operations and Communications, City of Southfield


Cisco’s Commitment to Accessibility

Accessibility RegulationsCisco IP

Communications Status

Section 508 of the Rehabilitation Act*

Conform

Americans with Disabilities Act Conform

Section 255 of the Telecommunications Act

Comply

*VPATS available at www.cisco.com/go/accessibility*VPATS available at www.cisco.com/go/accessibility

“IP enabled technology has the greatest potential to eliminate the barriers in the way that all people live, work, learn, and play.”

John ChambersCEO, Cisco Systems®


Applying IP Communications


Agency Needs IP Communications Benefits

Integrate disparate systems to eliminate data inconsistencies and increase responsiveness to constituents

Simplifies and hastens delivery of services with efficient, integrated referral services and self-service applications

Foster intra-agency communication, collaboration, and data transfer

Connect mobile and geographically dispersed employees to network resources, constituents, and each other

Integrates remote workers into contact center to improve service and facilitates fast, easy communication to more people and locations with video-based training and videoconferencing

Increases staff productivity and communication through Find Me/Follow Me services and reservation-less conference calling

Social Services—IP Communications at Work


IPCC Express Server(s)

Headquarters

Local-Area Info Center

Local-Area Info Center

Branch Employee orVirtual Agent

WAN

211 / 311 Call Center

Cisco CallManager

Cluster

Field Representative

Health and Human Services

Internet

Teleworker

Social Services IP Communications Architecture

• Uses existing IP WAN to support voice

• No additional PBXs/automatic call distributors (ACDs) at additional sites

• Single point of administration and maintenance

• Unified, real-time data, reporting, and administration

• Single network to maintain



Support tax-simplification initiatives by providing convenient, automated services

Improves contact-center efficiency with voice-responsive, self-service applications and intelligent call routing

Improve enforcement and collections

Enable mobile employees to be equally productive as office employees

Provides secure mobile access to network resources and tools, video-based applications, and messaging-management devices

Delivers constituent services in a more effective way (eg, payment collection and form distribution)

Adapt to rapidly evolving tax laws Enables timely compliance and collections post-filing

Tax and Revenue—IP Communications at Work



Headquarters

Branch Office

Branch Office

Branch Employee orVirtual Agent

WAN

211 / 311 Call Center

Cisco CallManager

Cluster

Field Representative

Department of Revenue

Internet

Teleworker

Tax and Revenue IP Communications Architecture


• No additional PBXs/ACDs at additional sites






Improve communications with all personnel—regardless of location or type of equipment

Gives officers the ability to initiate and receive calls with any device that field personnel use (eg, standard telephone headsets, wireless phones, radio consoles, or push-to-talk radios)

Provide coordinated communications and messaging during times of crisis

Create greater situational awareness and increase span of control

Enables effective crisis management by connecting first-responders response teams to command personnel through a video conference, where they can plan and collaborate on actions

Broadcasts vital alerts, such as Amber Alerts, natural disasters, and elevated threat levels, to IP phones, cellular phones, PDAs, and other devices

Public Safety—IP Communications at Work



Precinct

EOC/PSAP Mobile Command

WAN

211/311 Call Center

Cisco CallManager

Cluster

Headquarters

WAN

Field Personnel/Vehicles

Public Safety IP Communications Architecture








Maintain a safe environment for constituents

Enhances speed and efficiency of pretrial services with remote video arraignments and depositions

Increase service effectiveness and responsiveness while reducing operational expenditures

Stimulate economic development by improving community safety

Extends reach of information to the public and other government agencies

Streamlines adjudication processes through remote testimony and videoconferencing as well as contact-center efficiency with voice-responsive, self-service applications

Criminal Justice—IP Communications at Work



Main Court

Correctional/Jail Facilities

Court Annexes

WAN

211/311 Call Center

Cisco CallManager

Cluster

Field Employee orVirtual Agent or

Supervisor

Judicial Campus

Internet

Teleworker

Criminal Justice IP Communications Architecture







Customer Success Stories


Texas Department of Human Services

• The Challenge

Help constituents navigate an ever-growing maze of health and human service providers, government agencies, and

community service organizations • The Solution

Cisco® IP Contact Center—integrate new LANs with existing PBXs

A networked virtual organization—a statewide virtual call center

• The Benefits

Integrates multiple services and remote locations

Provides ability to quickly deliver direct, transparent, 24-hour access to health and human services to Texas constituents

Increases service effectiveness for constituents


Kane County, Illinois

• The Challenge

Maintain public safety

Improve services to constituents

Direct more taxpayer funds to economic development by reducing operational costs

• The Solution

First phase—Cisco foundation infrastructure, including wireless access for remote sites

Second phase—Cisco IP Communications solution

• The Benefits

Improves public safety with a standing emergency conference line and enhanced 9-1-1 services

Increases effectiveness of services via automated call routing and interactive voice response

Reduces costs through IP telephony, promoting economic development

Phone bills cut by $150,000 annually

Conferencing fees cut by $36,000 annually


“[With Cisco IP Communications] we handled around 8000 telephone calls from citizens, compared to 5000 in previous years….With our previous Centrex service, half of those callers would have received a busy signal.”

Roger Fahnestock, director of information technology at Kane County


Los Angeles County’s Sheriff’s Department

• The ChallengeImprove voice communications and messaging for mobile employees

Reduce network administration costs

• The SolutionCisco® IP Communications supports single point of access to multiple law enforcement databases

Voice-over-IP (VoIP) technology provides phone service and advanced messaging to multiple locations

Wireless network facilitates applications and services for county jail system

• The BenefitsImproved information-sharing cost-effectively enhances employee productivity and responsiveness

Enhanced security and inmate care for the county jail system

Efficient and inexpensive personnel moves from one location to another


Bernalillo Metropolitan Court in Albuquerque, New Mexico

• The ChallengeImprove constituent safety and justice effectiveness

Enable rapid dissemination of emergency alerts

Enhance communications with jurors and court visitors

• The SolutionCisco® intelligent switched network

Cisco PIX® firewalls

Cisco IP Communications

IP telephony and videoconferencing

• The BenefitsIncreases service effectiveness via video and audio applications

Improves reach and responsiveness of agency’s resources

Reduces costs


Riihimäki District, Finland

• The Challenge

Combine the telephone exchanges of City of Riihimäki and its health centre with those of the municipalities of Loppi and Hausjärvi to improve customer service

• The Solution

Cisco Aironet® 1120 base stations

Cisco CallManager

Cisco 7000 series IP telephones

• The Benefits

Expedites and improves overall customer service

Improves productivity and reduces personnel costs through exchange solution

Saves on costs due to free internal calls


Isle of Man

• The ChallengesImprove government service delivery and functionality to the community

Encourage more international businesses to locate on the Isle of Man

Integrate disconnected government departments and improve crossfunction communication and collaboration

• The SolutionA Cisco® IP network infrastructure supporting data and voice and extending from central government offices to remote, one-man GP surgeries

Cisco design, development, and implementation from project concept to ongoing support

• The BenefitsProjected return on investment in five years through self-funding Cisco IP network infrastructure

Faster, more efficient access to government services

Creates a more valuable and attractive environment for international business

Streamlines internal operations and business processes


“The contribution of Cisco and its products to improving e-government on the Isle of Man is enormous…and the level of commitment that Cisco has given has been excellent.”

Allan Paterson, director of the Isle of Man government’s information systems division


Why Cisco IP Communications?


More And More Customers

• 25,000+ Cisco® IP Communications customers worldwide

• 60+ customers with more than 5000 lines

• 60+ percent of the Fortune 500 are using Cisco IP Communications

Cisco Has Shipped

• 5 million+ Cisco IP phones

• 3.6 million+ Cisco Unity™ seats (voice mail and unified messaging)

• 865,000+ Cisco Contact Center seats

• 113,000+ Cisco MeetingPlace licenses (rich-media conferencing)

VoIP–Ready Infrastructure

• 19 million+ VoIP gateway ports

• 35 million+ Power-over-Ethernet ports

Cisco: The Worldwide Leader


Business Communications:Reference Accounts


Award-Winning Business Communications

Most Secure IP-PBX,Large Systems

Best Business Communications Portfolio


Cisco’s Government Communications Commitment

• A $1 billion business

• New acquisitions for Cisco IP Communications

NetSolve—post-implementation network monitoring and management tools

Dynamicsoft—service provider service creation environment

• 1 in 6 engineers working on voice-related programs

• Significant senior-management experience in voice and voice applications


Personalization Modality, Presence, and

Context

Natural Language

Rich MediaVirtualization

Vision and Direction for IP Communications


Government Leasing, Programs, and Resources


Government Leasing

• Single monthly payment

• Single financing contract

• Ease of administration

• Bundled products and services

• Below commercial-market rates

• Acquire a total solution today

• Overcome budgetary constraints


Government Leasing Programs

• Tax Exempt Lease Purchase — Qualified customers can finance acquisitions over 12 to 60 months at low, tax-exempt interest rates

• Technology Migration Option — Organizations can upgrade leased equipment six months prior to the end of the lease term with a pre-determined savings on the remaining payments.

• Fair Market Value Lease (FMV) — At the end of the lease period, organizations have options—they may purchase the equipment, continue renting the equipment, or return the equipment with no further obligation.


IP Freedom Program

• Substantial savings for first-time or existing Cisco IPC customers

• Highly competitive financing plans,plus the option to buy out your current PBX lease

• Complimentary Cisco Learning Credits for your IT staff

• Planning, design, implementation,and network optimization by Cisco and a certified Cisco IP Communications partner

• Cisco SMARTnet® support or Cisco Shared Support services


More Information

• Cisco IP Communications Solutions: www.cisco.com/go/ipcommunications

• Solution Reference Network Design Guides: www.cisco.com/go/srnd

• Complete List of Third-Party Applications:www.cisco.com/go/apps

• Cisco IP Freedom Programwww.cisco.com/go/ip_freedom


Q&A

1 © 2005 cisco systems, inc. all rights reserved. session number presentation_id cisco public cisco...

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