Ohio Department of Taxation

ACG performed an analysis of the current Ohio Department of Taxation telephony environment to identify cost savings opportunities and areas where implementation of next generation technologies may be beneficial. The research consisted of in-depth reviews of the current telephony and network infrastructures, system configurations of the contact center platforms, an examination of current telecommunications carrier circuit contracts and detailed reviews of long distance telecommunication billing statements. 

  • Developed system requirements, Request for Quote (RFQ) and a response scoring and evaluation matrix for the procurement of an Interact Voice Response system.
  • Conducted industry best practice research and strategic planning
  • Contact Center Analysis which included documenting the current ODT contact center, defining business drivers and requirements for the future state contact center environment, conduct industry best practices, making recommendations for the solution that best met ODT needs and budget, and assisted during the acquisition phase.
  • Performed an analysis of the current telecommunications and data network environment and to work with State staff to identify costs savings opportunities in the telephony/telecommunications domain. This deliverable will document recommendations for architecture and contract changes that will result in costs savings. ACG will assist with appropriate order processing for recommended changes. Also, ACG will make recommendation for “future state” direction for the telecommunications environment relative to the industry, (i.e., VoIP, IP Telephony, Least Cost Routing LCR).
  • Review and analysis of Telecommunication and Data Network environment to include the following:
    • Satellite Office integration (service center review for telephone systems, excess capacity, connections and calling patterns to central office and to the public)
    • Main Campus environment (review for telephone system(s), excess capacity, connections and calling patterns to remote offices and to the public)
    • Agent Connectivity (i.e., use of tie lines/dedicated lines vs. long distance calls)
    • Dial Plan (utilize connections from service center and main office to avoid long distance charges)
    • Telephones and PBX/Centrex systems (explore replacing Centrex phones with next generation IP based system – reduce recurring costs)
    • Contracts (terms and costs/discounts – month to month versus 24 month, best use of carriers, Qwest, AT&T)
    • Trunk sizing and capacity (review how many lines and their current capacity to determine if lines should be removed or consolidated)
  • Recommendations for longer term future state environment with industry direction/comparison
  • Performed an analysis of the industry in order to make recommendations to ODT regarding the support model that will be best suited to implement, manage, and support the telecommunications and data networking environment going forward in a future state environment, (i.e., IP Telephony, and Converged Networks). The study will make recommendations for staffing levels, skill sets, training, structure, and maintenance/support contracts.
  • Review and analysis of Voice and Data support environment to include the following:
    • Research and report industry best practices needed to support the future state voice/data environment. 
    • Identify support / skills levels needed to maintain both voice and data support environment and project work.