- BT.com
- At home
- Business
- UK Large business & public sector
- BT Group
- Choose Country or Region : United Kingdom
Jump to:
You are seeing this message because your web browser does not support basic web standards. Find out more about why this message is appearing and learn what you can do to make your experience on this site better.
-
MOD Defence Fixed Telecommunications Service: Secure communications for a safer world /
The Depository Trust & Clearing Corporation /
Department for Work and Pensions: Helping the country to work /
Department for Work...
Department for Work and Pensions: Business transformation makes for better government
Challenge
DWP has replaced separate voice and data infrastructures with a converged architecture known as ICONS, under an outsourcing agreement with BT
Solution
The solution includes managed WAN and LAN services, centrally hosted IP telephony, and an IP contact centre supporting 30,000 agents
Value
The ICONS infrastructure has played a vital role in helping the DWP transform workflow to deliver much improved customer service
Client
Effective IT systems play a vital role in helping government bodies deliver top quality services while driving down costs. The Department for Work and Pensions (DWP) is the largest UK public service organisation, with over 20 million customers. It has an exemplary record in using technology-based business efficiency gains to release funds for investment in front line services.
A prime example is the value it derived by replacing separate voice and data infrastructures with a converged wide area network (WAN) architecture, under an outsourcing agreement with BT. That undertaking, known as ICONS (Integrated Communications Network Services), created an IP-based platform that according to Kable1 is the largest of its class across Europe, the Middle East, and Africa (EMEA).
The IP-based WAN infrastructure serves 145,000 ports across in excess of 1,000 sites and uses elements of BT’s leading edge 21st Century Network (21CN) platform. This allows different media types to be prioritised so that time critical traffic, such as voice, can be mixed with less time sensitive data such as email and web browsing over a single unified network.
The success of ICONS was recognised when a three-year contract extension was announced in February 2010.
1Kable is a leading provider of ICT public sector research. Data correct as of June 2010.