Telephony Modernisation Subscription Based Model

Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited.

The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement:

- The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines,

- The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device,

- The current model only includes 1,000 Enterprise and 5,000 Entry level licences.

The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones.