Santa Brigida City Council

100-2,499 Employees
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"Everything is much more intuitive
and acceptance has been very good."
 

—Victor González, IT technician at Santa Brigida City Council

 

Benefits

Reduce Cost
Network Scalability
Improved Customer Service

SANTA BRÍGIDA CITY COUNCIL IMPROVES ITS VOICE AND DATA COMMUNICATIONS WITH AVAYA

Complex topography prevented Santa Brígida City Council from enjoying a reliable communications infrastructure, for both data and voice. With the Avaya solution, the data network now has the stability and quality needed to expand the possibilities of IP telephony and improve service and care for citizens.

Outdated and Inefficient Systems

The City of Santa Brígida is a Spanish municipality in the province of Las Palmas, located in the northeastern part of the island of Gran Canaria. Most of the municipal territory is located in the basin of the Guiniguada ravine, making the topography of the municipality very rugged, complicating the deployment of infrastructure of all kinds, including communications.
 
Communications management at the Santa Brígida City Council was very complex due to the dispersion of municipal buildings throughout the territory. The absence of fiber optics and poor quality ADSL communications complicated the deployment of the data network. Further complicating the situation, each office had its own voice solution, from independent switchboards in the main venues to countless independent lines in various municipal buildings. Equipment was outdated, from multiple vendors, with high costs of use and maintenance, and complex management.
 
Working with Avaya partner Mistral Tecnologías de la Información y Comunicación, Santa Brígida City Council launched a renovation and modernization plan for its network electronics, which began with the deployment of a WiMAX network as a wireless alternative for last mile broadband access to join up the various municipal buildings, creating an intelligent network to provide the city with data and voice services as well as adequate applications to serve citizens.
 
One of the first problems the integrator faced was to ensure the quality and performance of the WiMAX network, so they endowed it with the network intelligence of Avaya by installing the 3500 Series Avaya Ethernet Routing Switches. Their design, intended for small and medium-sized businesses, branches and open-plan offices, their reasonable cost, ease of installation and operation, process simplification and automation, makes them perfect for organizations with few or no IT resources.
 

"Through the data network we provide services to all buildings and to all municipal offices, regardless of where they are."

—Victor González, IT technician at Santa Brigida City Council

 

Quality and Service

Another concern of the IT team at Santa Brígida was the ability to discern between municipal services and services to third parties. Santa Brígida City Council offers free services to citizens who need public Internet access, at the library or in computer rooms, so it has to provide a good quality service without impacting the data network of the City Council. They also need to ensure security and confidentiality and prevent anyone from gaining improper access to databases and municipal applications. "Avaya allows me to distinguish between municipal services and third party services on the council premises, and thanks to the flexibility and ease of configuration offered, I can separate the networks even if they are in the same building," says Victor González, computer technician at Santa Brígida City Council. "This means we can provide the necessary services without any interference and without affecting the quality of municipal services, both internal and for citizens."
 

Voice, a New Challenge

Once the network infrastructure was installed, the municipality of Santa Brígida decided to tackle the problem of voice communication. "We decided to take advantage of this infrastructure to provide a telephone service and made the decision to install Avaya IP Office 500v2 at the Town Hall," says Gonzalez. "Through the data network we provide services to all buildings and to all municipal offices, regardless of where they are."
 
Telephone system management used to be costly in terms of time and resources. Each building had its own telephone lines, and at the Town Hall any change was tremendously complicated - they had to talk to the operating company, wait for a technician to make the appropriate changes, and if they wanted to add new extensions they had to add boards to the old switchboard and reconfigure it.
 
"With Avaya we have centralized the entire voice service at the Town Hall. Calls between the different sites are now internal calls between extensions. A new extension can be installed immediately, and any changes on the switchboard can be done by me personally or remotely by the integrator," says Gonzalez. "The time previously spent on telephone management is a thing of the past."
 
"The user has improved service, a more user-friendly phone, calendar availability, call transfer, conferencing, voicemail if required, and the ability to easily move to another phone extension," says Gonzalez. "Everything is much more intuitive and acceptance has been very good."
 
"To monitor the switchboard, when the operator is not present, we have set up support teams based on hours, days, etc. so that the Town Hall telephone is never left unattended. In the past, the absence of a switchboard could mean that many calls went unanswered. Now citizens can connect to any municipal agency by dialing the same number."
 
"For the operator everything is much easier. Before you had to learn all the extensions by heart and now, just using the mouse, you can perform all operations with just one click ".
 

CHALLENGES

  • High maintenance and communication costs
  • Varied and outdated solutions deployed with very complex management
  • Need to provide stability to the data network and use it for migration to IP without compromising data communications

VALUE CREATED

  • Improved service to users and citizens
  • Robust, easy-to-manage and inexpensive solution
  • Centralized maintenance
 

Satisfaction from the Word Go

The installation was very quick. The switchboard, previously configured by the integrator at its offices, was connected and minimal adjustments were made, and the migration of sites and extensions began. "We started testing in a small office with three terminals and checked the quality of the service in the WiMAX network, and within a week everything was working perfectly. We never had any problem ensuring continuity of service."
 
"We did not choose the solution based on economic criteria, which has been tremendously significant both in terms of investment savings and spending, but on objective criteria for improvements in quality and service that have been largely exceeded from the beginning," says Gonzalez. "Everything has been a benefit that facilitates our teamwork as well as the visibility of what is happening and available, both internally and vis-à-vis the citizen".
 

"The time previously spent on telephone management is a thing of the past”
 
—Victor González, IT technician at Santa Brigida City Council
 

CUSTOMER PROFILE
  • Headquarters:

  • Spain

The City of Santa Brígida is a Spanish municipality in the province of Las Palmas, located in the northeastern part of the island of Gran Canaria. Most of the municipal territory is located in the basin of the Guiniguada ravine, making the topography of the municipality very rugged, complicating the deployment of infrastructure of all kinds, including communications.

What our Customers are saying
"The time previously spent on telephone management is a thing of the past.”

Read more testimonials >
  • Victor González

  • Santa Brigida City Council