Communications - does it matter?Nov 2008 Communications Does it Matter? David Mailer Slide 1

Objectives Communications - does it matter?Nov 2008 To Consider if it is necessary to adopt a pro-active approach to communications strategy and development? The new kid on the block Slide 2

4C Strategies Independent ICT Consultancy Formed in 1998 Strategy / Procurement / Implementation Focus on public sector Catalist framework contract NHS Clients include –Cardiff & Vale NHS Trust –West London Mental Health Trust –Hull Hospitals NHS Trust –Milton Keynes PCT –Tees Esk & Wear Mental Health Trust Communications - does it matter?Nov 2008Slide 3

Agenda What is communications? How have we got here? Alternative development pathways The Strategic Approach Benefits and Risks The Microsoft effect! Discussion and questions? Communications - does it matter?Nov 2008Slide 4

Nov 2008 Communications - does it matter? The 4C Quiz “It will be years - not in my time - before a woman will become a Prime Minister” -Margaret Thatcher, 1974 “This 'telephone' has too many shortcomings to be seriously considered as a means of communication” -Western Union Internal Memo, 1876 “I think there is a world market for maybe five computers” -Thomas Watson, chairman of IBM, 1943 “640K ought to be enough for anybody” -Bill Gates, 1981 Slide 5

Communications - does it matter?Nov 2008 What is communications? Then Telephony Switchboard services Paging / bleeps Data Networks Slide 6

Development Characteristics Silo based development Single function Technology led Reactive Tactical Short-term investment Poorly supported Communications - does it matter?Nov 2008Slide 7

Communications - does it matter?Nov 2008 What is communications? Now Wireless networks Mobile telephony Home-workers Patient comms / entertainment Contact centres Slide 8

What’s Changed Availability –Business Criticality –Business Continuity Accountability Value for money Convergence –Media / apps Voice, video, RFID etc –Fixed & Mobile worlds Fixed / mobile convergence Communications - does it matter?Nov 2008Slide 9

Communications - does it matter? NHS Business Needs Backoffice Telephony –Cost effective, reliable, scalable, future proof etc Ops and Contact Centres –Increasing criticality –Enhanced facilities required Mobility –Varying numbers of peripatetic staff –Potential new ways of working for clinicians Multi-media –Some ad-hoc use at present Conferencing and Collaboration –Telemedicine opportunities Nov 2008Slide 10

Alternative Approaches 1.Reactive approach 2.Strategic Approach Communications - does it matter?Nov 2008Slide 11

Reactive Approach Telephony –PABXs will reach capacity –Hardware will life expire –Support will be withdrawn –Costs will escalate Changes and support –Business processes stagnate –Add-ons will proliferate –BC risk will remain Communications - does it matter?Nov 2008Slide 12

Reactive Approach Bleeps –Escalating device costs Switchboards –Development inhibited Mobile telephony –Proliferation –Cost escalations Communications - does it matter?Nov 2008Slide 13

Reactive Approach Networks –Data only developments –Ad-hoc development Security Resilience Wireless –Piecemeal development –Single application Communications - does it matter?Nov 2008Slide 14

Conclusion Escalating cost Inhibit business / clinical development Poor value for money Increased risk Communications - does it matter?Nov 2008Slide 15

Strategic Approach Challenges Time & resources “hard” business case Business / clinical buy-in Lack of funding Communications - does it matter?Nov 2008Slide 16

Strategic Approach Benefits Facilitates future development Business continuity Value for money Reduced risk Communications - does it matter?Nov 2008Slide 17

Communications - does it matter?Nov 2008 Strategic Vision Slide 18

Benefits Corporate –Meet strategic goals –Cost Savings Patients –Improved care Speedier communication Access to accurate information Staff –Improved productivity –Job satisfaction Other Communications - does it matter?Nov 2008Slide 19

Risks Wrong scope –Insufficient reach to realise benefits Wrong assumptions / conclusions Insufficient resources –Finance –Human Insufficient training Failure to realise benefits Communications - does it matter?Nov 2008Slide 20

Microsoft…..? Announced a UC strategy in 2007 Exchange 2007 now offers voice mail –Integration with delivers unified messaging OCS offers presence, instant messaging, PC to PC voice and video –Integration with IPT delivers a ‘soft- phone’ with telephony presence and PSTN access Competes with IPT applications Slide 21

OCS Scenarios Remote Call Control –Use OCS to control your feature-phone –Voice via IPT only Enterprise Voice Co-existence –Provide users with OCS and a feature- phone –Voice via IPT or OCS (call by call basis) Enterprise Voice –Provide users with OCS –Voice via OCS only Slide 22

Slide 23 Remote Call Control

Slide 24 Enterprise Voice with PBX Integration (Dual Forking)

Slide 25 Enterprise Voice

Market Developments Microsoft –OCS Release 2 Attendant / Delegation / Response Group facilities Innovative Communications Alliance with Nortel Other IPT Vendors are offering: –Competing application –OCS integration (to varying levels) –Hybrid approach Slide 26

Slide 27 MOC My Instant Communicator GETS 3 rd party PBXs OCS Instant Communication for Enterprise (ICS) OmniPCX Enterprise CSTA SIP/CSTA CSTA 500+ Hybrid Approach - Alcatel

Key Decisions for 2009 What device(s) should I give my users? –IP phone, IPT client, MS client or mobile Which application should I deploy on the desktop? –IPT vendor, Microsoft or a 3 rd party What type of IPT solution should I deploy? –Branded proprietary, Branded open (SIP) or ‘mix and match’ Do I embed telephony into my business applications? Slide 28

Key Factors Business requirements User capabilities IT strategies Investment lifecycle Attitude to risk Budget Slide 29

Communications - does it matter?Nov 2008 Questions and Discussion Thank You Slide 30