The State of Oregon contracted with our team to look at ways to upgrade all of the telephony components at all state agencies. A key project goal was to convert from an owned, premises-based design to a service provider model with completely outsourced support (managed services). A key requirement of the project was to develop a solution that aligned with the existing cost allocations. The team performed an in-depth assessment of the data networking, infrastructure, chargeback items, user requirements (needs analysis interviews), and current services to determine potential conceptual solutions.
This was followed by an analysis of the vendor options from a technology, cost structure, and support services perspective. We created a formal Unified Communications RFP for a hosted solution, which included requirements around creating a Tier 1 support relationship with the vendor to respond to all State of Oregon departments directly. We then assisted the State team with the evaluation process and contract negotiations.
A key challenge included how to migrate users that had a variety of current systems and user experiences (including Nortel, Cisco, and Microsoft) to a common platform that could meet the needs of all 31,000 users statewide.
We were not retained for the implementation, which was handled by internal staff. However, as the State entered into its second year of implementation it faced long-standing and unresolved issues. As a result, our team was been asked to assist. We reviewed the architecture, technical documentation, and implementation process. We also assisted with troubleshooting specific issues that surfaced.