Link2ICT, part of Capita Birmingham Limited which is part of Capita PLC, provides an extensive and ever expanding range of services, solutions and expertise to the education community in Birmingham and across the country.
What is your team responsible for?
Delivering and supporting landline and mobile telephony solutions for BCC corporate and education services.
Roughly how many people are in the ICT & Digital Solutions (ICTDS) network telephony team?
Describe a typical day for the ICTDS network telephony team
Our day to day activities are split between reactive and planned project work. Our reactive work manages incoming incidents and resolves issues due to the operational environment. Our planned project work can involve designing telephony solutions, e.g. a new mobile solution, improving the agile working strategy for our client to providing call recording solutions on landline telephony for meeting specific business needs.
What is the proudest moment for your team?
We have had a few big achievements, mainly focusing on a migration of service.
Mobile – moving approx. 8000 connections from Vodafone to O2 with minimal or no impact to users or service was achieved in 2013. We received our highest customer satisfaction survey results following this project.
Landline - migrating 11,000 landline connections from VMB to Capita hosted solution with minimal impact, it was a huge challenge and felt impossible at one stage. We again as a team achieved this challenge and received positive feedback from our client across the board.
All of the above was only achieved due to the hard work and dedication of the ICTDS network telephony team!
Tell us something that people may not know about the ICTDS network telephony team?
The team members have vast experience of telephony solutions, and work with a passion to ensure we deliver new innovative telephony solutions to meet the needs of one of the largest local authority in Europe – managing 40,000 connections, across 3 platforms (contact center, corporate voice, mobile services).