Enhancing customer service through VoIP

Glasgow City Council is well advanced in its ambitious plan to provide the city’s 600,000 population with anytime, anywhere access to council services. Key to its Connecting a 21st Century City communications strategy is the creation of an IP network capable of handling voice, data and video media.

VoIP plays an important role in enabling GCC to deliver greater organizational flexibility and improved customer service.

Elizabeth MacDonald explains what the council plans to achieve and what it has learnt about developing an integrated communications system. She describes how VoIP has helped the council to pioneer new methods of working in Social Services and improve the quality of customer service.

• GCC’s integrated communications strategy

• How VoIP enables more flexible working

• Dealing with the cultural impact of changing work practices

• Lessons and benefits from applying IP networks

Listen to this interview