{"componentChunkName":"component---src-templates-client-result-js","path":"/client-result/it-telephony-operations-optimization","result":{"data":{"prismic":{"allClient_results":{"edges":[{"node":{"seo_page_title":[{"type":"paragraph","text":"IT Telephony Operations Optimization","spans":[]}],"seo_page_description":[{"type":"paragraph","text":"Public Sector IT telecommunications organizational optimization and centralization assessment ","spans":[]}],"seo_h1":[{"type":"heading1","text":"IT Telephony Operations Optimization","spans":[]}],"feature_image":{"dimensions":{"width":3072,"height":1024},"alt":null,"copyright":null,"url":"https://images.prismic.io/crgwebsite/06ce0e28-eccb-4db0-b5bf-8619b612848f_telephony.png?auto=compress,format"},"main_content":[{"type":"paragraph","text":"THE CHALLENGE","spans":[{"start":0,"end":13,"type":"strong"}]},{"type":"paragraph","text":"A public sector technology infrastructure services provider was to take full ownership of all existing telephony systems across the province and transition to provide a fully managed centralized shared service to enable efficiencies across the enterprise.   ","spans":[]},{"type":"paragraph","text":"Before the public sector services provider could acquire the telephony operations, there were several challenges that required resolution in order to enable the transition to the shared service model, namely:","spans":[]},{"type":"paragraph","text":"·         Undefined and undocumented telephony, operational and support processes","spans":[]},{"type":"paragraph","text":"·         Current state processes are not standardized, efficient or effective​","spans":[]},{"type":"paragraph","text":"·         Roles, responsibilities, and key stakeholders are not well defined across the service offerings​","spans":[]},{"type":"paragraph","text":"·         Future state resource/FTE and vendor capacity requirements are unclear","spans":[]},{"type":"paragraph","text":"·         Business objectives, performance objectives and KPIs were unclear or undefined","spans":[]},{"type":"paragraph","text":"THE APPROACH","spans":[{"start":0,"end":12,"type":"strong"}]},{"type":"paragraph","text":"CRG conducted an end-to-end diagnostic review of core processes across all telephony systems including VOIP, Centrex and PBX.  This diagnostic included the following: ​","spans":[]},{"type":"list-item","text":"Defined and documented current state​ processes, people, tools, and data","spans":[]},{"type":"list-item","text":"Interviews SMEs, internal customers, and support resources to gain insights and voice of employee/customer","spans":[]},{"type":"list-item","text":"Identified areas of waste, inefficiency, and ineffectiveness​","spans":[]},{"type":"list-item","text":"Developed resource capacity model to predict FTE/vendor support required to manage service offering volumes​","spans":[]},{"type":"list-item","text":"Quantified and prioritized strategic roadmap of recommended improvement opportunities to enable standardization, improve effectiveness and efficiency","spans":[]},{"type":"paragraph","text":"THE RESULTS","spans":[{"start":0,"end":11,"type":"strong"}]},{"type":"list-item","text":"Identified 80%+ of the process activities as waste or low-value add","spans":[]},{"type":"list-item","text":"Identified opportunities for over $1M in sustainable cost savings from process improvements","spans":[]},{"type":"list-item","text":"Identified opportunities in cost avoidance for more than $2M annually through implementation of proposed solutions​","spans":[]},{"type":"list-item","text":"Provided short, medium, and long term solutions to remove more than 60% of waste and non-value add activities","spans":[]},{"type":"list-item","text":"Reduced total average cycle time by 50%​+","spans":[]},{"type":"list-item","text":"Improved functions included Telephony Billing, Incident Management, Acquisition & Contract Management, and General Management​","spans":[{"start":28,"end":126,"type":"em"}]},{"type":"list-item","text":"Developed a capacity planning tool allowing for projection of future state FTE resource requirements based on forecasted volume drivers​","spans":[]},{"type":"list-item","text":"Developed a 24 month, prioritized strategic roadmap including quick wins to implement the proposed solutions","spans":[]}],"short_description":[{"type":"heading2","text":"Public Sector IT telecommunications organizational optimization and centralization assessment","spans":[]}],"title":[{"type":"heading1","text":"IT Telephony Operations Optimization","spans":[]}],"_meta":{"uid":"it-telephony-operations-optimization","lastPublicationDate":"2022-03-09T15:12:32+0000"}}}]}}},"pageContext":{"rootQuery":"\n  query ClientResultsQuery($uid: String) {\n    prismic {\n      allClient_results(uid: $uid, sortBy: meta_lastPublicationDate_ASC) {\n        edges {\n          node {\n            seo_page_title\n            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