Local Government
The pressure on local authorities to deliver quality services cost-effectively is now greater than ever. Fortunately, Cable&Wireless Worldwide is ideally equipped to help.
We have the products and services to help you improve performance, for example by easier collaboration with colleagues and citizens, through email and video conferencing. Crucially, we can help you reduce costs, by introducing outsourced technology such as hosted contact centres. We also make it simpler to engage with your local public, with effective and flexible communications platforms such as Storm®, our multimedia, interactive platform. You can be confident that our networks are utterly dependable - resilient, reliable and security tested and approved to Government standards.
TAKING ON YOUR CHALLENGES
Tying up your own resources in areas such as IT can be expensive and, if you're struggling with legacy systems, the service often falls below your users' expectations. Many businesses and public sector clients rely on Cable&Wireless Worldwide to manage their IT estate and introduce more efficient technology.
One major UK County Council commissioned Cable&Wireless Worldwide to undertake the largest local authority infrastructure replacement of its kind. This Wide Area Network (WAN) covers 180 sites, with 13,500 data ports, 5,250 IPT handsets, 3,500 unity voice mail accounts, 240 Cisco Personal Assistant accounts and over 4,000 secure remote access accounts.
We implemented the entire solution, ensuring the County Council was still free to deploy its own resources as it wished, while benefiting from a smooth-running project and seamless migration from their existing PBX. The contract included transfer of staff under TUPE, and made us responsible for service provision - ensuring the best value for local council taxpayers.
Our solution for this County Council is effective and flexible. The WAN has a QoS IP-based core network to support base level data and on-net services between its sites. We also provide network services for internet access, secure remote access for mobile working, as well as a range of voice communication services.
IMPROVING THE SERVICE
If there simply isn't the budget for such wholesale improvements, we can often still enhance your existing service.
The Crown Office turned to Cable&Wireless Worldwide for help when it was suffering from poor end-user experience of key sites and business-critical applications across their WAN. We introduced Application Performance Management (APM) to their network, and our analysis quickly identified the bandwidth-hungry applications, user profiles and services such as IP-based CCTV, which were slowing traffic to a crawl.
Besides identifying and fixing the problem, APM has helped the Crown Office optimise their network traffic, helping them operate more efficiently and offer a better service to the public. These are benefits we could realise for you, too.
EFFICIENCY CREATES A BETTER PUBLIC IMAGE
Citizens are stakeholders in your organisation, and being able to project a more efficient, helpful image increases their satisfaction with the service you provide. Cable&Wireless Worldwide technology can help achieve this.
We helped insurance giant Aviva dramatically improve service quality and efficiency at one of the most critical areas - point of contact with the customer. Our solution was to introduce network-embedded Interactive Voice Response (IVR) services. These increase customer satisfaction by offering a more personal, easier to use option to contact centres. As the customers serve themselves, there's less need for expensive agent resource. As calls are directed more accurately, when a customer does want to speak to an advisor, they're assured of talking to the most appropriate agent.
This automation has reduced the cost of handling calls to Aviva's contact centres by over a third, while enhancing their customers' experience. These are benefits we can achieve equally effectively for the public sector.
SHARING THE WAY FORWARD
The demands on local authorities to offer better services, with greater cost accountability are only likely to increase. The future is challenging, but Cable&Wireless Worldwide can make the way ahead easier.
We apply technology creatively, producing innovative solutions that achieve the benefits you seek with the most effective use of resources. We are also flexible, providing solutions that adapt to your changing needs, dovetailing with other suppliers and working productively with your organisation. We are dependable - large enough to take on your most ambitious projects, and dedicated enough to focus on getting every detail right.
