Sector: Local Government
The Problem
Trafford Metropolitan Council wanted to improve the service they offered their citizens and meet their KPIs for service delivery.
The Solution
Freedom designed and implemented a converged voice and data network with a new VOIP system whilst supporting the transition of legacy technology.
Benefits Experienced
Over 80% of all calls are now answered at first point of contact, response time to Residents’ requests are now below 48 hours and the initial investment has paid for itself within the first 15 months of operation.
“We have cut inter- office telephony expenditure by 50 per cent since installation across the whole council. These savings will be diverted into delivering higher quality services to local residents. The new system will enable us to manage organizational changes more effectively and serve Trafford citizens better on the phone and via the internet”.
Mark Gibbison, Head of e-Government at Trafford Council
For more information, please download our full case study