Trafford Metropolitan Borough Council

More calls are answered faster, staff can work more flexibly, and the council saves while staying connected across 228 locations.

CLIENT

Trafford Metropolitan Borough Council

INDUSTRY

Local Government

SERVICE

Cloud

The client

Thecouncilemploysmorethan1,500peoplein228locationsandhasatotalofeightmaincouncilbuildings.

The challenges

TheCouncilwantedtoimproveresidentservicesandmakeiteasiertocontactdifferentdepartments.

Its legacy communications solution was expensive to operate and maintain, and was proving to be inflexible in terms of supporting Trafford Council’s aims, objectives and KPIs.

Intra-company call costs were excessively high, and managing moves, adds, and changes was a cumbersome, inefficient process that was unnecessarily costly. Additionally, not all of the local authority’s sites - such as schools, sports centres and libraries - were 'on net', leading to greater inefficiencies and higher costs.

Our goal

Introducetelephony,LocalAreaNetworking(LAN),andconnectivitytoleveragetheCouncil'stechinvestments.

The outcome

Find out how our expertise could transform your organisation.

Improved access and service responsiveness

The VoIP solution enabled Trafford Council to meet key government KPIs, with over 80% of calls answered at the first point of contact and many queries resolved within 24 hours, greatly enhancing service delivery to residents.

Significant cost savings and ROI

The council recouped its £1.5 million investment within 15 months through reduced telephony costs, including a 50% cut in inter-office call expenditure and the elimination of costs related to reprinting materials due to number retention.

Enhanced scalability and collaboration across facilities

With rollout to 228 sites and 1,500 users, the VoIP system dramatically reduced call costs between council offices and remote locations, improving internal communication and operational efficiency.

Greater flexibility and digital capability

The new solution supports flexible working locations and integrates voice and data communications, enabling better handling and routing of resident and business enquiries across multiple digital channels.

What Trafford Metropolitan Borough Council has to say...

"We have cut inter-office telephony expenditure by 50% since installation across the whole council. These savings will be diverted into delivering higher-quality services to residents. The new system will enable us to manage organisational changes more effectively and serve Trafford residents better on the phone and via the internet."

Mark Gibbison

Head of e-Government

Trafford Metropolitan Borough Council

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