IT Telephony Operations Optimization


A public sector technology infrastructure services provider was to take full ownership of all existing telephony systems across the province and transition to provide a fully managed centralized shared service to enable efficiencies across the enterprise.   

Before the public sector services provider could acquire the telephony operations, there were several challenges that required resolution in order to enable the transition to the shared service model, namely:

·         Undefined and undocumented telephony, operational and support processes

·         Current state processes are not standardized, efficient or effective​

·         Roles, responsibilities, and key stakeholders are not well defined across the service offerings​

·         Future state resource/FTE and vendor capacity requirements are unclear

·         Business objectives, performance objectives and KPIs were unclear or undefined


CRG conducted an end-to-end diagnostic review of core processes across all telephony systems including VOIP, Centrex and PBX.  This diagnostic included the following: ​

  • Defined and documented current state​ processes, people, tools, and data
  • Interviews SMEs, internal customers, and support resources to gain insights and voice of employee/customer
  • Identified areas of waste, inefficiency, and ineffectiveness​
  • Developed resource capacity model to predict FTE/vendor support required to manage service offering volumes​
  • Quantified and prioritized strategic roadmap of recommended improvement opportunities to enable standardization, improve effectiveness and efficiency


  • Identified 80%+ of the process activities as waste or low-value add
  • Identified opportunities for over $1M in sustainable cost savings from process improvements
  • Identified opportunities in cost avoidance for more than $2M annually through implementation of proposed solutions​
  • Provided short, medium, and long term solutions to remove more than 60% of waste and non-value add activities
  • Reduced total average cycle time by 50%​+
  • Improved functions included Telephony Billing, Incident Management, Acquisition & Contract Management, and General Management​
  • Developed a capacity planning tool allowing for projection of future state FTE resource requirements based on forecasted volume drivers​
  • Developed a 24 month, prioritized strategic roadmap including quick wins to implement the proposed solutions

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