Agile Working at First Rate

Adam Jacobs, Head of IT

@adamjacobs

adam.jacobs@firstrate.co.uk

http://imaucblog.com

Agenda

• Who we are?• Our Challenges• Communications Roadmap• Technology Fit• Phased Approach• Unified Communications (UC) Deliverables• Why Vodafone?• The Solution• Realised Benefits• Q & A

2

Who we are?

• First Rate is one of the largest providers of foreign currency to businesses across the UK

• First Rate was established as a 50/50 joint venture company between Post Office and Bank of Ireland in 2002

• First Rate’s innovation led to the Post Office pioneering 0% commission in 2001 which revolutionised the UK FX market

• Through efficiency and innovation First Rate has enabled the PO to become the largest supplier of foreign currency in the UK

• First Rate employs around 350 people

3

Our Challenges

• Work is conducted between three sites

• Dependence upon specific office locations and a lack of hot desking capability

• Disparate communications solutions (see subsequent slide)

• Unable to satisfy the needs of “Millennial workers”

• Call forward chaos

• Communication took too long, is Adam in the office today?

4

5

Authentication

Administration

Storage

Compliance

AudioConferencing

E-mail andCalendaring

WebConferencing Telephony

VideoConferencing Voice Mail

InstantMessaging (IM)

Communications Roadmap

Authentication

Administration

Storage

Authenti

cation

Administ

ration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authenti

cation

Administ

ration

Storage

Authenti

cation

Adminis

tration

Storage

Authenti

cation

Adminis

tration

Storage

Telephony and

Voice Mail

InstantMessaging

E-mail andCalendaring

Unified Conferencing: Audio, Video,

Web

Technology Fit

• Microsoft stack deployed (Exchange, SharePoint, Windows & Office)• Well established in-house “Wintel” IT expertise• End-users were comfortable with MS Office UI

• Nortel CS1000 PBX (purchased in 2004)• Mixed Nortel TDM and VoIP estate

• Increased mobile estate (primarily BlackBerry devices)• End-user phone number sprawl

• Increased use of conference bridges (and assoc. costs)• Fixed line provider• Mobile provider

6

Phased Approach

• First Rate recognised the need to adopt UC

• Office Communications Server (OCS) was identified as a solution to address the majority of First Rate’s UC needs

• The Microsoft UC stack was a perfect fit, it complimented our in-house expertise and technology adopted to-date

• Mobile integration was a priority for full roadmap realisation

7

UC Deliverables

• Integration and enhancement to the existing IP-PBX• Fully immersed within our existing desktop experience (Office, SharePoint

and Exchange)• Voice calling via existing handsets (RCC) and Communicator/”Optimised

Devices” (EV)• Video calling via external/integrated webcams and RoundTable conferencing

devices• IM and presence• Mobility (including IM, presence and single-number reach)• Collaboration (desktop/file sharing, group chat and dial-in conferencing)

8

Office Communications ServerMicrosoft®

Why Vodafone?

• Vodafone were the only telecommunications supplier that were able to deliver a true fixed to mobile convergence solution

• Already a happy mobile only Vodafone customer

• Well demonstrated fixed line and enterprise IT expertise

• Understanding of our overall objective

• Extremely flexible and forward thinking

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The Solution

• Vodafone One (VF1)

• Key VF1 deliverables

• Seamless OCS integration

• Single voicemail (Exchange UM)

• Resilience for on-premise PBX

• Fixed costs

• Single-number reach (without the need for additional central call charges)

• Consolidation of fixed/mobile telephony suppliers

10

Realised Benefits

• A fully integrated end-to-end communications solution• Hot desks for mobile workers and better use of office

space• Flexible working (I work from home!)• Cost saving of £450k over 5 years via VF1 intelligent call

routing, OCS dial-in conferencing and ISDN rationalisation• Business continuity (home work area recovery)• Deferred the need for bigger premises• Reduction in travel time, less time spent commuting –

increased productivity and reduced carbon foot print

11

Q & A

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