IP telephony (IPT) is a phone system that uses voice over Internet protocol (VoIP) data connections to exchange voice data that have traditionally been carried over the public switched telephone network.
The Office of Enterprise Technology (OET) has been working in partnership with state agencies and other government entities since 2004 to implement IP-based voice services (IPT) that carry calls over the state network, MNET.
At the end of June 2006, OET had an installed base of 4,000 IPT phones.
By the end of February 2007, nearly 8,000 IPT phones were installed and in operation in a variety of government organizations, and more than 4,000 are in process.
Most organizations that implement the state's enterprise IPT services are replacing traditional Centrex telephone services. After the conversion costs for IPT -- typically for telephones, professional services and local area network upgrades -- customers see a significant reduction in monthly costs for their telephone service, as well as improved features and functions. The IP voice services from OET also include additional capabilities such as call center agents with advanced functions such as screen pops and recording (Contact Center Minnesota, or CCM), as well as interactive voice response, or IVR.
"IPT service is the perfect example of a new technology that can be deployed effectively on an enterprise-wide basis," said PG Narayanan, assistant commissioner for enterprise technical services. "It was highlighted as a priority utility service by Governor Pawlenty's Drive to Excellence Transformation Roadmap two years ago, and since then, OET has been steadily building the 24x7x365 service to meet agency needs. We are delighted with the smooth transition, as well as the savings and the additional features that the customers are able to enjoy."
The state's IPT services and/or contact center and IVR services managed by the Office of Enterprise Technology are currently being utilized by the following Minnesota government entities: Department of Administration, Department of Agriculture, Board of Animal Health, Board of Law Examiners/Continuing Legal Education, Department of Corrections, Department of Employment & Economic Development, Department of Finance, Department of Health, various health boards, the Minnesota Historical Society, the Minnesota Lottery, the Minnesota Office of Higher Education, Minnesota State Colleges and Universities (MnSCU), Department of Natural Resources, Office of Enterprise Technology, Pollution Control Agency, Public Employees Retirement Assn (PERA), Department of Public Safety, Public Utilities Commission, Department of Revenue, Secretary of State, the Supreme Court and the Department of Transportation.
The largest single IPT conversion project to date was a joint OET/Department of Transportation enterprise consolidation project that will convert the agency's nearly 4,000 phones by November 2007. The Department of Transportation expects the project will result in an estimated annual savings of $700,000 when fully implemented.
