The Wirral Council Case Study

The Brief

The Wirral peninsula supports more than 312,000 people and the Council employs about 13,000 staff who deliver hundreds of specialist services to our local residents. The Council is the largest single employer in the area and is the 3rd largest Metropolitan district in the North West of England with an annual budget of £336Million.

The Council has been a Mitel user for over 20 years and in 2006 they chose CNS as the incumbent maintainer, primarily due to CNS’s strong Mitel credentials and reputation.

The Project

The Council have historically had 20 Mitel systems which are a mixture of legacy SX2000 and IP based ‘3300’ platforms. These are all centrally managed from the IT Department which allows the IT staff to provide an excellent service to their customers. They have used the flexibility of IP Telephony to provide remote working and free up office space to help reduce costs.

More recently the council have migrated to virtualised Mitel applications for call control and contact centre features. The multimedia contact centre allows the residents to contact the council via the means of their choice. This could be email, web-chat, fax, on the phone or even via social media! This saves money on hardware maintenance, simplifies the whole solution and increases resiliency massively. In the pipeline is a project to move from the legacy ISDN services to SIP trunks.

CNS are providing structured cabling to support the new infrastructure which will allow flexible working, and permit the Authority to rationalise its property assets by allowing employees to work from Home.