Unified Communications in Academy Trusts

Academy Trusts in the UK, especially Multi-Academy Trusts (MATs), face a unique set of challenges when it comes to unified communications.

These challenges often stem from their multi-site nature, diverse inherited IT infrastructures, and the need to maintain consistent standards while allowing for local autonomy.

1. What are Unified Communications?
2. What are Unified Communications as a Service (UCaaS)?
3. UC Challenges Facing Academy Trusts
4. How to Optimise UC at Academy Trusts
5. Pros & Cons of Outsourced UC Procurement
6. The UC Procurement Process

1. What are Unified Communications?

Unified Communications (UC) is a business and technology concept that describes the integration of various communication methods and services into a single, cohesive platform or experience.

The goal of UC is to streamline and optimise how people communicate and collaborate, ultimately boosting productivity and efficiency within an organisation.

Think of it as bringing together all the ways you might talk, share, or work with colleagues and fans into one central hub, rather than having separate, disconnected tools for each.

Key components of Unified Communications

a. Multiple Communication Channels

UC solutions combine various communication modes, which typically include:

• Voice: Traditional phone calls (often using Voice over Internet Protocol or VoIP)
• Video: Video conferencing and calls
• Messaging: Instant messaging (chat), SMS, and personal and team messaging
• Email: Integration with email platforms
• Voicemail: Often with unified messaging features (e.g., voicemail-to-email)
• Presence Information: Showing a user’s availability (online, busy, away, in a call, etc.)
• Content Sharing: Document sharing, screen sharing, and collaborative white boarding

b. Seamless Integration

The core idea is that these different channels are not isolated but work together seamlessly. For example, you might:

• Start a chat with a colleague, then instantly escalate it to a voice call or video conference.
• Receive a voicemail and have it automatically transcribed and sent to your email inbox.
• Share a document during a video meeting and collaborate on it in real-time

Market leading cloud vendors can provide out of the box integrations with many SaaS tools from ITSM and Social Media to CRMs.

c. Single User Interface

Users typically access all these communication tools through a single, intuitive interface, whether it’s a desktop application, a mobile app, or a web browser. This eliminates the need to switch between multiple applications for different communication tasks.

d. Any Device, Anywhere

UC solutions are designed to be accessible across various devices (desktops, laptops, smartphones, tablets) and locations, supporting remote work, hybrid work models, and mobile employees. As long as you have an internet connection, you can stay connected.

e. Enhanced Collaboration:

By bringing communication and collaboration tools together, UC aims to improve teamwork, facilitate quick decision-making, and reduce communication silos within an organisation.

f. Business Process Integration:

Advanced UC systems can integrate with other business applications like Customer Relationship Management (CRM) systems, Enterprise Resource Planning (ERP) systems, or IT Service Management (ITSM) platforms, further streamlining workflows.

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2. What are Unified Communications as a Service (UCaaS)?

Unified Communications as a Service (UCaaS) is a common delivery model for UC. With UCaaS, the entire UC platform is hosted in the cloud by a service provider, and businesses subscribe to it on a monthly or annual basis.

It eliminates the need for organisations to manage complex on-premises hardware and software, offering greater scalability, flexibility, and often lower upfront costs.

In essence, Unified Communications is about creating a more efficient, productive, and interconnected communication environment for businesses, regardless of where their employees are located or what device they are using.

And because it is priced per user per month, it allows businesses to better forecast future spending as there are minimal out of bundle costs.

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3. UC Challenges Facing Academy Trusts

To overcome UC challenges, Academy Trusts are increasingly looking towards comprehensive unified communication solutions that offer integration, scalability, robust security, and user-friendly interfaces, often leveraging cloud-based platforms like Microsoft 365 (including SharePoint, Teams, and Viva Engage) or other dedicated education communication tools.

A. Integration & Standardisation

• Inherited Systems: When new schools join a MAT, they often bring their own legacy IT systems, including different phone systems (on-site PBX, ISDN), network configurations, and software solutions (MIS, communication platforms). This creates a fragmented environment.
• Compatibility Issues: Integrating these disparate systems into a cohesive unified communications platform is complex, leading to compatibility problems, inefficient processes, and fragmented communication across the trust.
• Lack of Centralisation: Without a standardised approach, central IT management becomes challenging, making it difficult to monitor, troubleshoot, and update systems across all schools.

B. Network Infrastructure & Connectivity

• Varying Bandwidth & Reliability: Different schools within a MAT may have varying levels of network connectivity and bandwidth, impacting the performance of unified communication tools, especially for video conferencing and large data transfers.
• Physical Location Challenges: The geographical spread of schools can make it difficult to ensure consistent and reliable network connectivity, leading to potential interruptions and performance issues.
• Compliance with DfE Standards: MATs need to ensure their network infrastructure complies with the Department for Education (DfE) digital and technology standards, which can be a hurdle when integrating diverse existing setups.

C. Data & Cybersecurity

• Increased Attack Surface: With multiple schools and interconnected systems, the risk of cybersecurity threats and data breaches significantly increases. Each unstandardised or vulnerable system within a MAT can become an entry point for attackers.
• Protecting Sensitive Data: Academy trusts handle a vast amount of sensitive data (student information, staff records), making robust security measures and data protection compliance (e.g., GDPR) paramount. Legacy systems may not have the necessary security features.
• Email Security: Breaching email security is a common attack vector, opening up opportunities for phishing, impersonation, and the spread of malware across the entire trust.

D. Cross Site Communication & Collaboration

• Information Silos: Without a unified platform, information can become siloed within individual schools, leading to important announcements being overlooked or staff receiving updates at the wrong time.
• Consistency in Messaging: Maintaining a consistent vision, mission, and operational standards across multiple schools requires clear and effective communication channels for leadership, staff, and parents.
• Collaboration Gaps: Teachers and staff across different schools may struggle to collaborate efficiently on lesson plans, resources, and best practices if communication tools are not integrated or easily accessible.
• Parent Communication: Managing effective and consistent communication with parents across multiple schools, potentially using different apps or platforms, can be a significant challenge.

E. Cost Management & ROI

• Managing Multiple Contracts & Vendors: MATs often juggle numerous software subscriptions, network systems, and service providers, leading to higher administrative costs and less favourable pricing.
• Optimising IT Spending: Ensuring that IT investments provide genuine value and improve educational outcomes across all schools can be difficult without a centralised and strategic approach to unified communications.
• Leveraging Economies of Scale: While MATs aim to achieve economies of scale, the complexities of integrating existing systems can sometimes negate potential cost savings if not managed effectively.

F. Staff Training & Adoption

• Varying Digital Literacy: Staff across different schools may have varying levels of digital literacy and familiarity with new communication technologies, requiring comprehensive training and ongoing support.
• Change Management: Implementing new unified communication solutions requires careful change management to ensure staff buy-in and effective adoption across all academies.
• Workload and Stress: Poorly implemented or fragmented communication systems can add to staff workload and stress, rather than alleviating it.

G. Governance & Accountability

• Central vs. Local Control: Balancing the need for centralised IT governance and strategic oversight with the autonomy of individual schools to address their specific needs can be a delicate act.
• Data Reporting and Analytics: Collecting, analysing, and reporting on data across the entire trust becomes more complex when systems are not unified, making it difficult to identify trends, measure impact, and make data-driven decisions.

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4. How to Optimise UC at Academy Trusts

Optimising UC in an Academy Trust involves a strategic approach that addresses the unique challenges of multi-site operations, diverse inherited systems, and the need for consistency and efficiency.

Key Steps in Optimisation

By taking a holistic and strategic approach, UK Academy Trusts can effectively optimise their unified communications, leading to improved efficiency, better collaboration, enhanced safeguarding, and ultimately, better educational outcomes for their students. Partnering with an experienced education IT provider can also be invaluable in navigating this complex process.

A. Strategic Planning & Assessment

• Audit Current State: Conduct a thorough audit of all existing communication systems across every school in the trust. This includes phone systems (VoIP, traditional PBX, ISDN), email platforms, collaboration tools (e.g., Google Workspace, Microsoft 365), parent communication apps, and network infrastructure. Identify redundancies, inconsistencies, and pain points.
• Define Trust-Wide Communication Needs: Engage with stakeholders at all levels (leadership, teachers, support staff, parents) to understand their communication requirements and challenges. What are the critical communication flows? What information needs to be shared centrally, and what can remain local?
• Develop a UC Strategy: Based on the audit and needs assessment, create a clear strategy for UC. This should outline desired outcomes (e.g., improved collaboration, cost reduction, enhanced safeguarding), a timeline for implementation, and key performance indicators (KPIs) to measure success.
• Budget Allocation: Understand the total cost of ownership (TCO) for current disparate systems and compare it with the investment required for a unified solution. Factor in licensing, infrastructure upgrades, training, and ongoing support. Look for opportunities to leverage economies of scale across the trust.

B. Standardisation & Centralisation:

• Choose a Core UC Platform: Select a comprehensive cloud-based UC platform that can cater to all schools within the trust. Popular choices in the UK education sector include:
  • Microsoft 365 for Education offers a powerful suite including Teams (chat, video conferencing, file sharing), Outlook (email, calendaring), SharePoint (intranet, document management), OneDrive (cloud storage), and Viva Engage (enterprise social networking). Many trusts already have some Microsoft licenses, making it a natural extension.
  • Google Workspace for Education provides similar functionality with Google Meet, Gmail, Google Drive, and Google Classroom.
  • Dedicated education communication platforms including Teachers2Parents are specifically designed for school-to-parent communication, and can be integrated with broader UC platforms.
• Standardise Telephony: Migrate all schools to a modern VoIP (Voice over Internet Protocol) telephony system, preferably integrated with the chosen UC platform. This eliminates reliance on outdated ISDN lines (especially with the PSTN switch-off) and allows for features like softphones, call forwarding, and centralised call management. Consider solutions like 3CX for its concurrent call model and ease of integration.
• Centralised IT Management: Establish a central IT team or partner with an experienced IT provider to manage and support the unified communication infrastructure across all schools. This ensures consistency, simplifies troubleshooting, and improves cybersecurity.
• Single Sign-On (SSO): Implement SSO to provide staff and students with seamless access to all UC tools using a single set of credentials, improving user experience and security.

C. Network Infrastructure Enhancement

• Robust & Consistent Connectivity: Invest in reliable, high-bandwidth internet connections for all schools. This is crucial for high-quality video conferencing, cloud applications, and efficient data transfer.
• Standardised Network Design: Implement a consistent network architecture across all sites, including Wi-Fi (e.g., a single SSID that works across all schools), firewalls, and security policies. This simplifies management and improves security posture.
• Cloud-First Approach: Leverage cloud services as much as possible to reduce reliance on on-premise hardware, simplify maintenance, and improve scalability.

D. Cybersecurity & Safeguarding

• Comprehensive Security Measures: Implement robust cybersecurity measures across the entire trust, including multi-factor authentication (MFA), strong endpoint protection (e.g., Microsoft Defender), regular security audits, and data loss prevention (DLP).
• DfE Compliance: Ensure all UC systems and practices comply with DfE digital and technology standards, as well as GDPR regulations for data protection.
• Safeguarding Considerations: Choose platforms that offer strong safeguarding features, such as content filtering, monitoring tools, and secure communication channels to protect students and staff online.

E. Training & Change Management

• Comprehensive Training Programs: Provide tailored training for all staff on how to effectively use the new UC tools. This should go beyond basic functionality and focus on practical application in a school setting (e.g., how to use Teams for lesson collaboration, how to conduct parent meetings virtually).
• Designated Champions: Identify “champions” or “super-users” in each school who can support their colleagues and promote the benefits of the new systems.
• Phased Rollout: Consider a phased rollout approach to allow staff to adapt gradually and provide opportunities for feedback and refinement.
• Ongoing Support & Resources: Ensure continuous support is available, whether through a central IT helpdesk, online knowledge bases, or regular refresher training. Address user concerns and provide solutions promptly.

F. Effective Communication & Engagement

• Clear Communication Strategy for the Rollout: Clearly communicate the “why” behind the UC optimisation to all stakeholders. Explain the benefits, address concerns, and provide clear timelines.
• Internal Communication Hub: Utilise a central platform (e.g., SharePoint intranet, Teams channels) as a primary source for trust-wide news, policies, and resources. This reduces email overload and ensures everyone has access to the latest information.
• Two-Way Communication Channels: Encourage two-way communication and feedback mechanisms. Provide channels for staff to ask questions, share best practices, and suggest improvements.
• Parent Communication: Standardise parent communication tools (e.g., a single app like Teachers2Parents across the trust) to ensure consistency and ease of access for parents with children in different schools within the MAT.
• Leverage Digital for Collaboration: Encourage the use of collaboration features within the UC platform (e.g., shared documents, virtual meeting rooms, co-authoring) to foster cross-school collaboration among teachers and staff.

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5. Pros & Cons of Outsourced UC Procurement

Employing a consultant for procuring Unified Communications (UC) can be a wise decision for many organisations, especially those lacking in-house expertise, with limited internal resource or facing complex communication needs.

However, it’s essential to weigh the pros and cons carefully before committing.

How to Ensure Successful Outsourcing

• Clearly define your needs and objectives.
• Thoroughly vet consultants to find one with relevant expertise, a proven track record, and a strong cultural fit.
• Establish clear scope of work and contract to manage expectations and costs.
• Actively collaborate with your consultant to ensure knowledge transfer and internal buy-in.

 

Pros of Employing a UC Consultant

A. Specialised Expertise & Experience

• Deep Knowledge: Consultants live and breathe UC. They are up to date with the latest technologies, vendor offerings, market trends, and best practices.
• Technical Acumen: They understand intricate technical requirements, network considerations, security implications, and integration challenges.
• Vendor Neutrality: Consultants provide unbiased advice tailored to your specific needs, helping you avoid costly mistakes or vendor lock-in.

 

B. Objective Perspective & Strategic Alignment

• Fresh Eyes: Internal teams can sometimes have tunnel vision or be influenced by existing biases. A consultant brings an objective, outside perspective, helping to identify overlooked opportunities or potential pitfalls.
• Business Needs Analysis: They can conduct a thorough assessment of your current communication environment, identify pain points, and align UC requirements with your overall business objectives and strategic goals.

 

C. Efficiency & Time Savings

• Accelerated Procurement: Consultants can significantly speed up the procurement process by leveraging their knowledge of the market, pre-existing vendor relationships, experience with RFPs and contract negotiations.
• Reduced Internal Burden: Your internal IT team might be stretched thin. A consultant takes on the heavy lifting of research, vendor evaluations, demos, and technical deep dives, freeing your team to focus on core responsibilities.

 

D. Risk Mitigation & Cost Optimisation

• Informed Decision-Making: With expert guidance, you’re less likely to choose an unsuitable solution, leading to fewer costly re-workings or dissatisfaction.
• Negotiation Power: Consultants have insights into pricing structures and can help you negotiate better deals with vendors, offsetting their own fees.
• Avoiding Hidden Costs: They can identify potential hidden costs related to implementation, training, support, or integration missed by internal teams.

 

E. Change Management & Adoption Support

• User Adoption Strategies: A good consultant won’t just recommend a solution; they’ll also help you plan for user training, communication, and change management strategies to ensure success.
• Phased Rollouts: They can advise on the best approach for a phased rollout to minimise disruption and maximise success.

 

Cons of Employing a UC Consultant

A. Cost

• Consulting Fees: Upfront fees may be a deterrent, although savings in the long run are often substantial.
• Scope Creep: Without clear agreements and strong project management, the scope of work could expand, leading to increased costs.

 

B. Lack of Internal Knowledge Transfer

• Dependency: If knowledge is not shared with your internal team, you might become overly dependent on consultant support.
• Limited Long-Term Benefit: The initial investment might not yield sustained benefits if your team doesn’t learn from the consultant’s expertise.

 

C. Finding the Right Consultant

• Varying Quality: The quality and experience of UC consultants can vary widely. It’s crucial to check references, and ensure they have a proven track record relevant to your industry and needs.
• Vendor Bias (Hidden): While many aim for neutrality, for those that have subtle or even explicit alliances with certain vendors it is worth asking why.
• Cultural fit: Organisations have their own communication style – formal or informal, direct or indirect, consensus-driven or top-down. By adapting, communication is more effective, with fewer misunderstandings and better rapport.

 

D. Management Time

• Managing the Consultant: While they reduce the burden on your team, you still need to allocate internal resources to manage the consultant, provide them with necessary information, and review their deliverables.
• Communication Gaps: Misunderstandings can arise if there’s not clear and consistent communication between your team and the consultant.

 

E. Internal Resistance:

• “Not Invented Here” Syndrome: Internal IT staff might feel threatened or resentful of an external consultant, hindering collaboration and adoption.
• Fear of Redundancy: Employees might worry about their roles if a consultant identifies areas for automation or streamlining.

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6. The UC Procurement Process

The outsourced Unified Communications (UC) procurement process involves delegating some or all of the activities related to acquiring and managing Unified Communications solutions to a third-party service provider.

This can range from procuring specific UC components (like software licenses or hardware) to managing the entire UC infrastructure and services.

A. Needs Identification & Assessment

• Define UC requirements: The organization first identifies its specific needs for unified communications. This includes understanding the current communication challenges, desired features (voice, video conferencing, messaging, presence, collaboration tools, etc.), integration requirements with existing systems (CRM, ERP), user numbers, scalability needs, and budget constraints.
• Evaluate current UC environment: Assess existing communication systems, their limitations, and how a new UC solution (or outsourcing) can address those gaps. This often involves input from various stakeholders (IT, finance, end-users, management).
• Determine outsourcing scope: Decide which aspects of UC procurement and management will be outsourced. This could be strategic (sourcing, contract negotiation, vendor selection), tactical (managing “tail spend,” spot buys), or transactional (order processing, invoice management).

 

B. Market Research & Supplier Identification

• Research potential providers: Identify third-party providers specialising in UC outsourcing or managed UC services. This involves looking at their experience, expertise, reputation, capabilities, resources, and technology stack.
• RFP/RFQ Process: Develop a Request for Proposal (RFP) or Request for Quotation (RFQ) document that clearly outlines the organisation’s UC requirements, desired outcomes, service level agreements (SLAs), and evaluation criteria. This is sent to shortlisted providers.

 

C. Evaluation & Supplier Selection

• Analyse proposals: Evaluate the received proposals based on predefined criteria, which typically include
  • Cost: Pricing models, potential cost savings.
  • Expertise: Provider’s knowledge of UC technologies, industry experience, and certifications.
  • Service Quality: Proposed SLAs, support models, and track record.
  • Technology & Tools: The provider’s platforms, automation tools, and how they align with the organisation’s needs.
  • Security & Compliance: Data security protocols, compliance with relevant regulations.
  • Scalability & Flexibility: Ability to adapt to changing business needs.
  • References: Checking with other clients of the provider.
• Shortlist and presentations: Select a shortlist of top candidates and invite them for presentations or demonstrations to delve deeper into their proposed solutions and capabilities.

 

D. Negotiation & Contracting

• Negotiate terms: Negotiate the contract terms, including pricing, service level agreements (SLAs), scope of work, roles and responsibilities of both parties, timelines, payment terms, and termination clauses.
• Review the Statement of Work: A vital step to avoid misunderstandings, prevent scope creep and protect your interests.
• Formalise the contract: A formal, written contract is established, clearly outlining all agreed-upon terms and conditions to protect both parties’ interests.

 

E. Transition & Implementation:

• Onboarding: The outsourced provider’s project team is introduced to stakeholders, and a kick-off meeting is held.
• Data and access transfer: Relevant data and documents are shared, and necessary access and authorisation letters are obtained.
• Process integration: The provider’s processes and systems are integrated with the organisation’s existing workflows.
• Communication and change management: A detailed communication plan is crucial to inform all impacted stakeholders about the changes and ensure a smooth transition.

 

F. Ongoing Monitoring & Relationship Management

• Performance tracking: Continuously track and report the performance of the outsourced UC functions against the agreed-upon SLAs and KPIs.
• Regular reviews: Hold regular meetings with the provider to review performance, provide feedback, address any issues, and discuss opportunities for improvement and optimisation.
• Vendor management: Maintain a strong, collaborative relationship with the provider, treating them as a strategic partner rather than just a vendor. This includes managing contract compliance, risk, and innovation.
• Review and evaluation: Periodically review and evaluate the overall effectiveness of the outsourcing arrangement and make adjustments as needed.

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Looking to Optimise your UC?

Red Rose Technologies harnesses 20+ years of expertise in the unified communications market, we believe a strategic approach is needed when considering a new technology for your business – not a transactional approach.

We have successfully guided many clients through the full cycle of design, research, procurement, supplier selection and delivery when it comes to unified communications and contact centre modernisation.

If you partner with us, we promise a seamless, jargon free and stress-free experience to any change to a unified communications platform. Contact us today.