City of Taylor

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Networking

Build a path to the future. Avaya’s advanced fabric networking technology takes SDN networking and cloud services to the next level. Reduce network outages, enjoy quicker access to information, and easily integrate new communications channels and applications. If you wish, do it all with your existing infrastructure.

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

"The Avaya team has been an instrumental partner in the city of Taylor’s IT system for many years."

— Rick Sollars, Mayor, City of Taylor

Benefits

Increased Productivity
Improved Customer Service
Reduce Cost

AVAYA POWERS CITY OF TAYLOR’S PUSH TO TRANSPARENCY

Michigan City’s Transition to a Smart City Focuses on Mobility and Real-Time Information Access

The City of Taylor set a goal to build a world-class community, optimizing services and increasing accountability and transparency. To do that, the City needs a reliable network and communications platform that will connect residents to municipal departments across a variety of locations. It also requires a wireless network that is secure and compliant so that municipal employees operating in the field are able to upload and access real-time data. To move toward this “smart city” model, the City of Taylor selected Avaya for next-generation networking, communications systems, and wireless solutions.

All the usual challenges come into play with the City’s technology requirements: effectively serving multiple departments, breaking down and integrating system silos, providing timely information to users (both employees and citizens), and of course, funding. In Michigan, local governments have been hit hard with budget cuts, and this presented Taylor with the challenge of implementing new services while reducing the costs traditionally associated with delivering them. The city also has to balance the requirements of diverse municipal departments and the needs of its citizens.

"The Avaya team has been an instrumental partner in the city of Taylor’s IT system for many years. We’ve had a great relationship with them, and we look forward to many years of growing together."

— Rick Sollars, Mayor, City of Taylor

Creating a Citizen-Centric Smart City

The expectations of citizens have changed along with technology, and now they anticipate a greater range of services, better value, and real-time information. To foster transparency, the city needed to provide its citizens with instant access to real-time data sources, from parking tickets to building inspection reports. “Residents are not looking for data that’s a month old,” said Rick Sollars, Mayor of the City of Taylor. “They’re looking for information and updates now, whether it’s the status of pothole repairs or garbage collection.”

To do that, the City needed to leverage new technologies that would give its residents ready access to information, including mobile alerts and citizen requests. They also needed to enhance the reach and availability of their network. “Our partnership with Avaya has helped us accomplish several of our Smart City goals,” Mayor Sollars said.

Mobilizing Real-Time Information

Providing data to citizens in real-time also means that municipal employees need to be able to upload data instantaneously to the City’s systems, not at the end of shifts. The Avaya WLAN 9100 solution provides the City with that ability. As an example, the ordinance enforcement team can now upload, in real-time and in-field, reports of possible non-compliance, whereas previously this involved significant delays. Real-time availability to this information, enabled by the new WLAN system – has improved process flow, and the immediacy helps resolve disputed violations.

Additionally, there is a move to change the perception of government, running it more like a business, with less time waiting in line or on hold. “Government has to operate with even greater levels of transparency than private businesses,” Mayor Sollars said.

Underpinning an Enhanced Customer Service Experience

While each department has its own focus, the Taylor IT team looks at the municipality as a whole to deliver a better customer service to citizens, with the best possible value. “In the past, every department had its own customer service endpoint,” said Snehal Patel, Information Technology Director. However, to provide a consistent experience for citizens, the City needed an enterprise-class voice system with call center features. As the City looked at its options, Avaya IP Office proved to be the solution.

“In government, we have our call center operating to provide services to the citizens, like assisting with billing issues, voting concerns, building permit issues, and animal control issues,” Patel said. “These all funnel through one call center, and IP Office is an integral part of that. It has all the features we need while reducing overall operating costs.”

The other critical component for the Mayor’s vision of a Smart City, and fostered by the IT department, is the network. The City of Taylor has a long and successful history with Avaya, having been a customer for the past 15 years. It has constantly relied on Avaya to provide its network infrastructure, and this has recently been upgraded with new products, primarily from the Virtual Services Platform range. The design leverages the Fabric Connect network virtualization technology to seamlessly interconnect 14 municipal locations. Fabric Connect dramatically simplifies the effort required to maintain inter-site connectivity, provide services that span multiple sites, and modify services as departments and locations change. Additionally, the stealth networking capability that Fabric Connect provides helps to protect sensitive applications and confidential data, and it aids PCI compliance for the City’s point of sale system.

Additionally, the Avaya platform has enabled iCare Taylor, a mobile app that lets residents send work orders to City departments and track the status online. Residents can also use the app to view City council videos or listen to podcasts. It’s another way for the City to provide enhanced customer service to its residents.

As the City transitions internally to virtual desktops and cloud-based applications, the network becomes even more critical. The IT department is moving as many applications as possible into the cloud. In the past two years, has converted all full-function desktops to virtual instances, garnering the increased levels of efficiency that come from running a private cloud. This allows municipal employees to log in from tablets, phones, laptops, or any device that has a web browser. For this type of VDI solution to work effectively, the network must be available and dependable. This is why the City chose Avaya to deliver its network backbone.

“Our relationship with Avaya is a strong, proven one. In every initiative that we achieve, Avaya is always on the forefront, solving our complex problems and coming up with the solution that works best for us,” Patel said.

CHALLENGES

  • Improve all levels of communication
  • Working toward “Smart City” and transparency
  • Moving toward cloud-based applications and desktops
  • Need wireless connectivity for municipal activities

VALUE CREATED

  • Citizens can access self-service options
  • Mobility, security, and productivity for municipal employees
  • Call center to provide assistance to citizens
  • Easy to add and maintain new devices on network
  • iCare Taylor mobile app for residents
  • Moving closer to a “Smart City”

About the City of Taylor

Taylor is in the Downriver area of Metropolitan Detroit, a section that is south of Dearborn, north of Monroe, west of the Detroit River and just east of Detroit Metropolitan Airport. The City likes to say “all roads lead to Taylor,” since it is intersected by the I-94 and I-75 freeways, home to six miles of Telegraph Road (US-24), and just blocks away from the Southfield Freeway (M-39). Its residents are described as good, hard-working people of many walks of life. They live in the city because it is “Taylor-made” for families. The community boasts comfortable neighborhoods, outstanding recreation supplemented by four different Little Leagues, a variety of shopping opportunities, and three industrial parks. This combination allows Taylor’s residents to live, work, shop, and play, all within a convenient 24 square miles.

CUSTOMER PROFILE
  • Headquarters:

  • United States

  • # Employees:

  • 260

Taylor is in the Downriver area of Metropolitan Detroit, a section that is south of Dearborn, north of Monroe, west of the Detroit River and just east of Detroit Metropolitan Airport. The City likes to say “all roads lead to Taylor,” since it is intersected by the I-94 and I-75 freeways, home to six miles of Telegraph Road (US-24), and just blocks away from the Southfield Freeway (M-39). Its residents are described as good, hard-working people of many walks of life. They live in the city because it is “Taylor-made” for families. The community boasts comfortable neighborhoods, outstanding recreation supplemented by four different Little Leagues, a variety of shopping opportunities, and three industrial parks. This combination allows Taylor’s residents to live, work, shop, and play, all within a convenient 24 square miles.

What our Customers are saying
"Our relationship with Avaya is a strong, proven one. In every initiative that we achieve, Avaya is always on the forefront."

Read more testimonials >
  • Snehal Patel

  • City of Taylor