Malvern Hills District Council is responsible for delivering a variety of services, from issuing planning permission and housing benefit payments, to council tax collection and environmental services for residents in Worcestershire.
Despite being a small district council, it still needs to deliver the same levels of service to residents as larger councils that benefit from economies of scale. It is crucial that staff work with optimal efficiency to meet the fierce challenges of delivering a vast number of services with a limited budget.
Malvern Hills Council was operating an aging telephony system that was not supporting the organization adequately. It needed a phone system that it could depend on which offered a reliable means for people to contact the council. Instead of simply replacing it with a traditional phone system, the council chose to move forward with an IP unified communications platform, integrating with OCS and with desktop virtualisation.
The council also wanted to implement a system that would support more collaborative working across the council, from those in the contact centre, to those on the road, to desk-based employees and home workers.
UC10 MHDC.pdf 552.07 kB