VOIP IMPLEMENTATION MINNESOTA HOUSE OF REPRESENTATIVES. National Conference of State Legislatures. Paul Schweizer September 4, 2008

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1 VOIP IMPLEMENTATION MINNESOTA HOUSE OF REPRESENTATIVES National Conference of State Legislatures Paul Schweizer September 4, 2008 Minnesota House of Representatives 1

2 What is IP Telephony? The technology for transmitting voice communications using voice over IP. Uses a single network infrastructure for the transmission of data, voice an video traffic. Supports a telephony environment where higher level features such as advanced call routing, unified messaging and intelligent contact centers can be utilized Minnesota House of Representatives 2

Supports a telephony environment where higher level features such as advanced call routing,

3 Should Your Legislature Convert to VOIP? Assess Assess readiness of organization for new technology Assess Assess state of technology & costs Weigh Weigh risks against rewards, pros & cons Minnesota House of Representatives 3

4 Advantages Experienced Manage Moves, Adds & Changes Improved Customer Service Improved Control Flexibility & On-site Support Operating Cost Reductions Clean-up of Telephone Number Assignments Additional Features and Functions Available Minnesota House of Representatives 4

Operating Cost Reductions Clean-up of Telephone Number Assignments

5 Additional Features & Functions Unified Messaging Softphones On-Line Corporate Directory Conference Calling Call Usage Reports Off-Site Call Routing (Business Continuity) Enhanced 911 Minnesota House of Representatives 5

Calling Call Usage Reports Off-Site Call Routing

6 Potential Disadvantages Increased Risk & Responsibility Change in Staff responsibilities Additional Staffing? Loss or Delay of Current Features Significant Investment Cost Staff Time for Research, Project Management, Contract Review, Purchasing, Implementation, Training Minnesota House of Representatives 6

Loss or Delay of Current Features Significant Investment Cost Staff Time for

7 Potential Risks What if? Your data network goes down? The internet goes down? Poor voice quality? Too much traffic at the same time? Unexpected costs? Minnesota House of Representatives 7

8 Issues to be Addressed Cost & Capacity of Circuits - Connect to PSTN Long Distance Provider Security End User Training Records of Legislative Calls Maintenance of Switches & Phone Sets Port (Change) all User s s Phone # Minnesota House of Representatives 8

of Legislative Calls Maintenance of Switches & Phone Sets Port

9 VOIP Implementation in Minnesota Legislature MN House Converted in Late 2005 Joint Legislative Units & Senate in 2008 Minnesota House of Representatives 9

10 Minnesota Legislative Environment Part-time time legislature 5 Months in Odd Year 2-33 Months in Even Year No district offices Equipment upgrades & new services must be completed during interims House, Senate & LCC Separate Budget Authority Minnesota House of Representatives 10

upgrades & new services must be completed during interims House,

11 Minnesota House of Representatives Election every two years telephone moves New members start January of Odd Numbered Year Current members may keep offices through December Minnesota House of Representatives 11

January of Odd Numbered Year Current members may keep

12 Minnesota House (cont) Telephone users: 134 Members 251 Permanent Staff 35 other Staff 143 Misc. Phone lines House of Representatives total annual budget = $29 million Technology responsibilities: IT director > for data network Sergeant-at at-arms arms staff > for voice network House controller > contracts, purchasing & budget Minnesota House of Representatives 12

responsibilities: IT director > for data network Sergeant-at at-arms arms staff > for voice

13 Established Project Team, Goals & Timeline Minnesota House of Representatives 13

14 Chief Clerk s s Office IT Director Network Engineer IT Analyst Electrician Project Team Sergeant-at at-arms Department Chief Sergeant-at at-arms Telecommunications Analyst Controller (Project Manager) Minnesota House of Representatives 14

Department Chief Sergeant-at at-arms Telecommunications

15 Goals of VOIP Implementation Primary Reduce operating costs as part of solution to budget problem Replace call routing service that was being discontinued by vendor Secondary Improve administration of phone system Maintain features and high quality voice service Position the House to take advantage of technological advances Improve the data network through increased redundancy Minnesota House of Representatives 15

phone system Maintain features and high quality voice service Position the House to take advantage of

16 VOIP Implementation 2004 Staff Research Planning Preliminary Meetings Preliminary Cost Analysis Timeline 2005 Feb & March April & May June July Oct Nov > Budget proposal to Rules Committee > Pilot Project > Choose New Direction > Purchase & Installation > Implementation Completed Minnesota House of Representatives 16

Nov > Budget proposal to Rules Committee > Pilot Project > Choose New Direction

17 Anticipated Costs & Benefits Lower Lower monthly local service rates Reduced Reduced or eliminated moves, adds, changes Reduced Reduced long distance rates Minnesota House of Representatives 17

18 Rate Comparison - Status Quo Vs. VOIP Monthly rates from previous provider (ISDN + Voice Mail) 1 line Voice Mail Total FY05 $26.50 $7.95 $34.45 FY06 $33.13 $9.95 $43.08 FY07 $37.03 $9.95 $46.98 Proposed VOIP Monthly Rate = $10.00* * * Excluding Circuit costs Minnesota House of Representatives 18

Voice Mail Total FY05 $26.50 $7.95 $34.45 FY06 $33.13 $9.95 $43.

19 Pilot Project 12 Volunteers (two Members) used System for over a month Features Liked: Missed call records, different ring tones, menus, setup & speed dial over intranet, one button message retrieval, message light, call forward variable, larger screen Minnesota House of Representatives 19

& speed dial over intranet, one button message retrieval, message light,

20 New Direction Evaluated pilot project Reviewed additional options Choose Choose a different service vendor Minnesota House of Representatives 20

21 Full-Scale Implementation Issues Communication & Project Management Network Network Equipment Service Service & Purchase contracts Station Station reviews Phone Phone sets Training Training Cutover Cutover to new system - two phases Minnesota House of Representatives 21

22 Communication & Project Management Regular communication to members & staff Keep House leaders informed of progress & issues Weekly meetings with vendor Weekly project staff meetings Minnesota House of Representatives 22

23 Network Equipment Installation House network upgrades Switches with POE Redundant firewalls Additional UPS Redundant central switches Wiring review and upgrades Vendor installation of servers Minnesota House of Representatives 23

24 Service/Purchase Contract Vendor Vendor Qwest Network Network & phone equipment Cisco Equipment purchases Service Service contracts local service Leased Leased servers, operational software Minnesota House of Representatives 24

25 Station Reviews/Programming Collect data base of information on each line, such as the following Service Information Phone number, MAC address, service type, model of phone Features Voice Mail, call forwarding, dial restrictions, headset, expansion module? Site Information Floor location, switch location, jack number, phone IP address, division, sub-account number (billing) Minnesota House of Representatives 25

26 Phone Equipment Cisco Cisco IP phone equipment Standard set deployed - Model 7960 Misc. Phone Equipment Expansion module - Model 7914 Headsets Minnesota House of Representatives 26

27 911 Cisco Cisco Emergency Responder CER server and software installed in House computer room Minnesota House of Representatives 27

28 Training As part of contract, Vendor used a train- the-trainer trainer approach House House provided training room on-site Vendor Vendor staffed an on-site help desk during transition period Minnesota House of Representatives 28

29 Cutover to New System - Two Phases Phase 1 November 18, 2005 Non-partisan departments Phase 2 November 28, 2005 All House members & caucus staff Minnesota House of Representatives 29

30 Investment Costs Preliminary Project Costs Costs VOIP Phone Sets 3, ,000 Network Equipment 163, ,000 Misc. Costs 10,000 40,000 Total 176, ,000 Minnesota House of Representatives 30

31 Estimated Monthly Cost Savings VOIP monthly rate, including voice mail = $9.95/ month FY07 Avoided Costs (Previous Provider) 420 lines x $37.03 x 12 = 186, voice mail boxes x $9.95 x12 = 45,133 Total $ 231,764 FY07 Costs (Current Provider) 420 lines (incl. v mail) x $9.95 x 12 = $50,148 Additional circuits $32,400 Total Costs $82,548 Estimated Annual Savings $149,000 Minnesota House of Representatives 31

32 Summary of House VOIP ResultsResults Implementation Achieved monthly cost savings January 07 Transition to new majority party seamless move of hundreds of phones High-level of satisfaction with phone services & sets Cost savings paid for upgraded network equipment in place Minnesota House of Representatives 32

33 LCC & Senate Conversion 3 Units Reached Agreement to Operate a Single Network Elegant Network Design Maintained separate billing, separate, but inter-connected Repurposed existing servers Minnesota House of Representatives 33

34 Combined System Benefits 5-digit dialing across legislature Additional Monthly Cost Reductions Backup phone support to other units Single on-line phone directory Minnesota House of Representatives 34

IP Telephony Basics. Part of The Technology Overview Series for Small and Medium Businesses

IP Telephony Basics. Part of The Technology Overview Series for Small and Medium Businesses IP Telephony Basics Part of The Technology Overview Series for Small and Medium Businesses What is IP Telephony? IP Telephony uses the Internet Protocol (IP) to transmit voice or FAX traffic over a public