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HomeMy WebLinkAboutAgenda - 02-17-1998 - 10bIt II ORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: February 17, 1998 Action Agenda Item No. Id /, SUBJECT: Report: Telecommunication at Orange County Offices in Hillsborough DEPARTMENT: Purchasing ATTACHMENT(S): PUBLIC HEARING: (Y/1) BUDGET AMENDMENT: (Y/1) INFORMATION CONTACT: Pam Jones, ext 2650; TELEPHONE NUMBERS: Hillsborough 732 -8181 Chapel Hill 9684501 Durham 688 -7331 Mebane 227 -2031 PUKPOSE: To hear a report from Purchasing Staff on the state of telecommunications in County Offices in Hillsborough. BACKGROUND: In the late 1980's the telephone switch owned by the County had reached capacity and could not be expanded. The system consisted of 48 trunk lines, 342 extensions and two switchboard stations. Orange County began the endeavor of acquiring a system that met present demand, was state of the art technology and had room to grow to meet future demand. In order to make sure the best possible solution was achieved, Orange County hired a consultant to aid in the design, bidding and award processes. With the help of the consultant specifications were developed. During the process the following items were addressed. 1. What was the best way to handle the lines that came in from the 4 telephone companies in the County? 2. What would be the best way to process incoming calls? 3. What specific features were desired by departments? Do departments have "unique" needs that could be addressed in the bidding process? 4. Are there ways to save recurring costs? Today, as was the case in 1989, Orange County is served by four different telephone companies. In 1989 calls from Mebane, Chapel Hill and Durham to Hillsborough were long distance. This dilemma had been solved by maintaining trunks from each of the four telephone companies. This ensured that all citizens in Orange County could call the Hillsborough offices "toll free ". Centrex, a technology where no switching equipment is ,i purchased by the end user was also considered. Although it represented no capital ~/ expenditure and would give each user a unique 7 digit number, it would require long distance charges for a great number of citizens. It was decided it was in the best interest of the County to obtain a system that retained trunk lines from all four telephone companies Another of the concerns was how to handle incoming calls. Citizens were complaining that their calls were not being answered in a timely manner. At the time our best estimates indicate the two switchboard operators were answering and redirecting in excess of 3,000 calls per day. Clearly the two Central Services Clerks who answered all incoming calls were overworked. If a system was purchased that simply was a larger version of what we had additional staff would be needed. Therefore, an Automated Attendant was incorporated in our bid specifications. Feedback on desired features and enhancements were requested in writing from all County employees in Hillsborough. Further site visits were made to all individual departments by County staff and the consultant. This input from employees made sure we asked for features that would make the phone a tool in completion of their job duties. Voicemail was requested by almost all departments, as were speed dial, conference calling and more "user friendly" phone sets. Finally , we looked at ways to save on recurring costs. Direct Inward Dial (7 digit numbers) trunks were added to accommodate facsimile machines, modems and night numbers. This allowed the elimination of many business lines that were replaced with inexpensive DID lines. After specifications were finalized and bids were solicited, evaluated and awarded, Orange County purchased a Northern Telecom SL-1 Digital Switch from Centel. The system was purchased through third party financing. We made the final payment in October of 1995, and took ownership. The entire system was made up of four components: 1. Automated Attendant The automated attendant answers all incoming telephone calls. Presently we receive on average 3,120 incoming calls per day. The attendant allows four options: direct access to the extension by pressing 1 + extension +"#"; one touch access to DSS, Health Clinics, Building Inspections and Tax Offices; or the party can press "0" to reach one of the two operators; or the party can hold and the operators will pick up. The automated attendant has provided great flexibility and created opportunities for increased staff`productivity. The greeting can be easily modified. It allows us to announce holiday closing, advise citizens in emergency situations (hurricanes & tornadoes), and lets a different greeting come on at night to allow citizens access to Recreation, the Library and the Jail The switchboard operators have gone from answering 100% of incoming calls to a little over 25%. This change has allowed Central Services to open 8~ operate an in-house print shop, a "big job" copier service, provide telephone training as well as many other tasks. 2. Switching ~ station equipment The switch and station equipment that we purchased was thought to be a 10 year solution. The actual hardware is holding up extremely well and there is room for expansion without major modifications. The system should hold up durability and expandability wise, well past the original ten year projection. In 1990 we had 412 voice lines and 19 DID lines at cutover. Today that number has risen to 511 and 130 respectively. The large increase in DID lines is due in part to increases in fax machines and modems, alarm monitoring lines and direct numbers to certain departments. 3. Voice mail The voice mail system that was purchased is capable of providing voicemail to all extensions. However, in the beginning it was only provided to Department Heads and staff who would be away from their desks working in the field. As a rule support staff does not have voice mail. In 1990 there were 150 extensions with voicemail, today there are 267. 4. Computerized cost & statistical analysis system. This PC based system allows the County to charge departments for service on a monthly basis, conduct statistical analysis of the system, and track phone calls. A fifth component that was not a part of the original specification has become an integral part of the overall system. Centel (now Sprint) gave the County the option of purchasing existing in ground telephone cable in Hillsborough. This allowed the County to save line charges to each extension. These costs for each extension were $2.45/mo per quarter mile. This has meant significant savings for the County In conclusion, the system that was acquired has operated as designed and should operate well past its planned lifetime. The Automated attendant allows us the flexibility to make the system more citizen friendly. The configuration of extensions sharing trunk lines saves the County money on recurring costs. RECOMMENDATION(S): The Manager recommends that the Board accept the information as printed and presented. ~i 4 ~I ONE SYSTEM An overview February 17, 1998 we did to remedy the situation ~~,; Orange County hired a consultant to analyze our needs Site visits were made to all Departments An extensive RFP was developed Proposals were received ~ reviewed by staff and the consultant A new system was purchased through thi-d parry financing (final payment October 1995) t kind of telephone system did We bought a Northam Telecom SL-1 ~ that provided digital telephones to all Hillsborough County Offices In a unigtaesituation we purchased .T existing land lines. This all but ,~ eliminated mileage charges for 420 '~ extensions .Where we came from .... d In the late 1980's our existing switch had reached capaary and could not be expanded We coukf not add any additional extensions _ . ~ or incoming trunk lines Workers were sharing phones Additional staff was needed to handle ;A, incoming calls Digital technology had become the industry standard facing the acquisition Orange County had four telephone ~=~° `. companies; calla to Hillsborough wero long distance from Chapel HiN, Mebane and Durham . ~ ^ Centrex ~ DID extensions (7 digit extensions) were not cost effective and would mean long distance calls for =. citizens w °~ Thy County's System is made up of Switching b station equipment • Automated Attendant A Voice mail ~ Computerize Cost and statistical analysis system ,~ .. .,:~ `tching and Station Equipment ~, ~, The system offers conference calling, speed dial, ring again ~ call parking '-~ Each County employee has a full A feature digital phone that makes } ~- cdP features easily accessible Two switchboards ,~, '` WII last well past the 10 year _ expectancy h.. lines by year.... .. "' x 1990 199! Inenaaa e Irma (fax. nIb s's) 19 730 584% s ~-T ~ uED AttNMant 8 - v., 8 0% a Efcts of Automated Attendant ' Two operators went from assisting 10096 of incoming calls (3000+/day) to ~. '. about 2596 of incoming calls (850+/day) It has eliminated the need for at least .- ~ one more operator Allowed 2 existing staff who answer calls to give better service to the public f and provide other services to departments Trtmk lines by year.... y _~ ~ lsvo t~sz ~9sa oroug ~hapel Hill 13 16 18 ~ufiam 6 6 6 ~ `a urlington 4 4 3 ` reef 4 4 6 - ; ward Dial >. ';i Amated attendant ~" Answers all calla and gives callers four _ options ~' Press "O' to reach one of 2 operators Press one digit for Social Services, Clinics, Inspections or Tax Offices >~ Press "1" + 4 digit extension + "/Y' Hold line for operator ,s ~, ~kibility of the Automated Attendant • Offers 3 greetings: regular business } hours, evening and holiday Greetings can be recorded by staff i Evening greeting makes access to the Library, Recreation and Jail easy f Greeting gave citizens information ~~ during states of emergency (the tornadoes & Hurricane Fran) S 2 i 6 rl services now provided to its by existin4 staff ` In-House Print Shop that greatly reduces costs on printing jobs and folding ' Big-Job Copying: staff does larger copy is jobs on XEROX 1090, saving ~' departments staff time Telephone training County ID cards _~ Cc~rtputerized Cost Accounting ~ ~i w 7 PC based system that records all telephone calls '~ ° = Used to charge Departments for ~'` monthly phone usage Provides statistical data essential in s assessing needs for additional lines by the numbers (continued) ,~ The two switchboard operators handle about 850 calls per day This does not indude people who are on hold or'O out' to the operator from -q Inside voice mail ~ 2,550 calls reach their party directly through the Automated attendant Voice Mail ~£}tsystem has the capacity for all exLertsions to have voice mail ~ Voile mail is placed on phones of Department Heads and staff whose duties keel them away from their offices rt.ttynot available to clerical and support staff F ~At dutover we had 150 people with voicemail, 2&~today :~ CaNs by the numbers The switch handles 1,500,000 calls per year 55.5% of all calls are incoming We average 3,400 incoming calls per day 2,800 outgoing calls per day 25% of incoming calls reach the ' a operator x Phone usage by percentage RAFfK DEPARTMENT X t,, Social Services 20% 2' Health 7% 3 ~ Clerk of Courts 7% 4~a Sheriff B% 5,~ Assessor's Office 4% 6 i Register of Deeds 4% 7 Planning 3% 8 ~ Support Enforcement 3% 8? Jail 3% t0a v r Cooperative Extension 3% 3 l~sures taken to make system e citizen fiendly.... ~,., ?' Business hours greeting was re- ~a; recorded to make grossing "0' for an ~ operator the first option `~ -' Voicemail users must give atizens the f name of an aRemate person and the :`. ",,' option to prosy "0' while in a voicemail to reach an operator ' =' Tax Offices wero added to the one . ~;' touch menu 4