Cisco IP Communications for State and Local Government Agencies Technical Overview

1. Cisco IP Communications for State and Local Government AgenciesTechnical Overview August 2005

2. Agenda • Government Communication Overview • Cisco IP Communications Solution Overview • Applying IP Communications • Customer Success Stories • Why Cisco IP Communications? • Government Leasing, Programs, and Resources • Q&A

3. Government Communication Overview

4. Communication Complexities for Today’s Constituent, Employee and Agency Agency Reality Continuity Services Enablement Cost Reduction Constituent Reality Constituent Satisfaction Efficiency Stewardship of Budget Employee Reality Productivity Effectiveness Efficiency

5. Government Communications Challenges • Enhance collaboration and information-sharing tools to streamline delivery of safety and social services • Ensure continuity of operations • Utilize resources efficiently • Manage costs • Replace outdated private branch exchanges (PBXs) with a modern system that meets today’s converged network needs • Deploy an affordable, easy-to-maintain communications solution that enables advanced services

6. Service and Safety Excellence • Better constituent service and response • Enhanced collaboration • Mobility and teleworker gains • Higher productivity Expanded Benefits Improving Government Productivity • Business Resilience • Disaster recovery • Network and data security Drivers to IP Telephony • Lower Costs • Reduce management costs • Simplified moves, adds, and changes • Lower cabling costs • Toll bypass Initial Benefits Reducing Cost

7. Acceleration of IP Telephony Market • Budget cuts require new solutions • Movement to converged networks and IP Communications is accelerating • IP telephony projected to grow by 50 percent in public sector • IT spending for government rising to meet modernization needs Worldwide Enterprise Voice Market Total Market $B Enterprise IP Telephony Time Division Multiplex (TDM)/PBX Source: Synergy Research

8. Business Impact of IP Communications • Fosters interagency communication and collaboration • Increases reach and responsiveness of services; improves ease of use • Enables more efficient, cost-effective use of resources • Improves constituent and government employee safety by improving delivery of emergency alerts and enabling improved communications interoperability

9. Cisco IP Communications Solution Overview

10. Collaboration E-Mail Calendar Audioconferencing Web Application IP Network SECURITY SECURITY Telephone Services Videoconferencing Voice Messaging Telephone Services Instant Messaging Contact Center Integrated, Secure IP Communications Solution Productivity Business Process Business Transformation

11. A Comprehensive Government Communications Portfolio A flexible, resilient, and secure suite of communications applications that scale and adapt to the needs of any government agency Applications Endpoints Call Control Infrastructure • Workplace Services • Voice Mail and Unified Messaging • Emergency Responder • Customer Contact • Rich-Media Conferencing • IP Phones • Wireless Phones • IP Communicator • Cisco® VT Advantage • Hosted Call Control • Cisco CallManager • Cisco CallManager Express • Integrated Services Routers • Integrated Infrastructure: • Security • Quality of Service (QoS) • Availability • Management • Administration

12. Advantages of Cisco’s Systems Approach • Tight integration of IP Communications applications and Cisco® infrastructure enable all components to work together as an effective system • Cisco advantages • Automated configuration reduces operating expenses and speeds deployment • IP Communications security integrated with the infrastructure—virtually no added cost • Easily extend business resilience strategy to IP Communications • Open standards and innovation • Complete suite of integrated applications for communication and collaboration

13. Industry’s Best Portfolio of IP Telephony Endpoints Cisco® IP Phone 7970G/7971G-GE Features Cisco IP Phone 7960G Cisco IP Phone 7940G Cisco VT Advantage Cisco Wireless IP Phone 7920 Cisco IP Communicator Cisco VG248 Analog Phone Gateway Cisco IP Phones 7905G/7912G Cisco IP Phone 7902G Cisco IP Conference Station 7936 Cisco ATA 186/188

14. IP Phone Applications Emergency Alert Broadcast Attendance Time Clock Education Mapping Custom and Off-the-Shelf Applications www.cisco.com/go/apps Surveillance Statistics Healthcare

15. Cisco Unity Solution—Unified Messaging and Voice Mail Employee Productivity • Provides one-stop message access • Frees user from beingtied to multiple devices; delivers personalized services • Flexibility—gives user choice of device and location for calls Constituent Satisfaction • Increases speed of response • Offers flexible communication flow with media choices Cost Reduction • Leverages current groupware investment • Offers interoperability with traditional TDMs/PBXs • Scales to meet changing needs

16. 2004 Results Cisco MeetingPlace: Real-Time Communications and Collaboration As natural and effective as face-to-face meetings for training and collaboration Complete voice, video, and Web conferencing and control

17. Customer-Contact Solutions:Creating a Better Constituent Experience Operational Efficiencies • Increases self-service resolution • Increases resource utilization • Reduces communications total cost of ownership • Improves access to government services • Simplifies tax-and-revenue collection processes • Integrates remote resources High CustomerInteractionNetwork DifferentiatedServices Organization Value Contact Center Enhanced Performance Call Center Necessary Evil Constituent Value Low High

18. Web apps Agents Converged,Government IP Network Internet CRM CRM Telephony Application Gateway Public switchedtelephone network(PSTN) Speech-enabled, self-service apps Telephony software The Customer Interaction Network Routing logic, computer telephony integration, and reporting engine • Single, cost-effective, multiservice network • Availability and resiliency via clustering • Agency or govt. wide scalability and efficiency • Ubiquitous application support • Integral support of Web applications • Logical distribution of functions

19. The Part You See Video Mobility Unified Messaging Collaboration IP Telephony Customer Contact The Part You Do Not See:The Intelligent Information Network Enables Integration Network AccessControl Video Association Home Net Auto VLAN Firewall Wi-Fi Networking Remote Secure VPN Access Management Auto QoS Storage Dynamic User Tracking IntelligentLAN Switching Dynamic DeviceDiscovery SeamlessMobility EnhancedPower Management IntelligentTraffic Routing Host IntrusionProtection CarrierSoftswitch Bringing It All Together:Making IP Communications Work

20. Wireless IP Communications Management Storage Security AdvancedTechnology Features Advanced Technologies Greater Reliability and Security Integration Benefit Better Performance Faster Deployment Lower Cost Optical Routing Switching FoundationTechnology Features Across All Government Locations Integrated Network Foundation Home Worker Field Office Government Center NGO Partner Supplier An Integrated System Extends Benefits Across the Agency and Government

21. Application Internet • Endpoints • Cisco® CallManager Gateway Messaging Application IP Phone • Infrastructure Securing IP Communications Part of an Overall Security Strategy Desktops Applications Network “Cisco proved it can build a voice-over-IP network that sophisticated hackers are not able to break or even noticeably disturb”—Miercom

22. How Cisco IP Communications Delivers Business Resilience • Offers intelligent failover • Seamless failover without call interruption • Automatic rerouting (no manual administration needed) • Has redundancy built into all layers of the infrastructure • Power, call processing, hardware, and failover • Desktop IP provides additional resilience where TDM would fail • Improves productivity for IT • Proactive health and fault monitoring of network • Unique applications to ensure business continuity during disasters

23. IP Communications Enables Mobility • Cisco® CallManager— • Eliminates manual administration for moves, adds, and changes and E-911 • Registers phones automatically • Automatically turns QoS on or off as phones are plugged or unplugged into the data port • Automatically powers the phone • Automatic VLAN association—ensures traffic segmentation; can provide privacy and security • Automatic, dynamic E-911 database updates • Wireless and VPN for branch offices and teleworkers • Cisco IP Communicator SoftPhone— • Enables you to take your phone extension with you on your laptop

24. Low-Cost, Low-Maintenance Moves, Adds, and Changes “If I needed to move somebody from one building or office to another, I had to call a vendor and have them come in and change the line. It took a lot of time, often two or three days. Now it only takes five minutes. An employee can just pick up her phone and plug it in at the new location.” Ann Farquhar, Director of Civilian Operations and Communications, City of Southfield

25. Cisco’s Commitment to Accessibility *VPATS available at www.cisco.com/go/accessibility “IP enabled technology has the greatest potential to eliminate the barriers in the way that all people live, work, learn, and play.” John ChambersCEO, Cisco Systems®

26. Applying IP Communications

27. Social Services—IP Communications at Work Agency Needs IP Communications Benefits Integrate disparate systems to eliminate data inconsistencies and increase responsiveness to constituents Simplifies and hastens delivery of services with efficient, integrated referral services and self-service applications Increases staff productivity and communication through Find Me/Follow Me services and reservation-less conference calling Foster intra-agency communication, collaboration, and data transfer Integrates remote workers into contact center to improve service and facilitates fast, easy communication to more people and locations with video-based training and videoconferencing Connect mobile and geographically dispersed employees to network resources, constituents, and each other

28. Internet WAN Social Services IP Communications Architecture • Uses existing IP WAN to support voice • No additional PBXs/automatic call distributors (ACDs) at additional sites • Single point of administration and maintenance • Unified, real-time data, reporting, and administration • Single network to maintain Health and Human Services Local-Area Info Center IPCC Express Server(s) Branch Employee or Virtual Agent Cisco CallManagerCluster 211 / 311 Call Center Local-Area Info Center Headquarters Teleworker Field Representative

29. Tax and Revenue—IP Communications at Work Agency Needs IP Communications Benefits Improves contact-center efficiency with voice-responsive, self-service applications and intelligent call routing Support tax-simplification initiatives by providing convenient, automated services Delivers constituent services in a more effective way (eg, payment collection and form distribution) Improve enforcement and collections Provides secure mobile access to network resources and tools, video-based applications, and messaging-management devices Enable mobile employees to be equally productive as office employees Enables timely compliance and collections post-filing Adapt to rapidly evolving tax laws

30. Internet WAN Tax and Revenue IP Communications Architecture • Uses existing IP WAN to support voice • No additional PBXs/ACDs at additional sites • Single point of administration and maintenance • Unified, real-time data, reporting, and administration • Single network to maintain Branch Office Department of Revenue IPCC Express Server(s) Branch Employee or Virtual Agent Cisco CallManagerCluster 211 / 311 Call Center Branch Office Headquarters Teleworker Field Representative

31. Public Safety—IP Communications at Work Agency Needs IP Communications Benefits Gives officers the ability to initiate and receive calls with any device that field personnel use (eg, standard telephone headsets, wireless phones, radio consoles, or push-to-talk radios) Improve communications with all personnel—regardless of location or type of equipment Broadcasts vital alerts, such as Amber Alerts, natural disasters, and elevated threat levels, to IP phones, cellular phones, PDAs, and other devices Provide coordinated communications and messaging during times of crisis Enables effective crisis management by connecting first-responders response teams to command personnel through a video conference, where they can plan and collaborate on actions Create greater situational awareness and increase span of control

32. WAN WAN Public Safety IP Communications Architecture • Uses existing IP WAN to support voice • No additional PBXs/ACDs at additional sites • Single point of administration and maintenance • Unified, real-time data, reporting, and administration • Single network to maintain Headquarters Precinct IPCC Express Server(s) Cisco CallManagerCluster 211/311 Call Center EOC/PSAP Mobile Command Field Personnel/Vehicles

33. Criminal Justice—IP Communications at Work Agency Needs IP Communications Benefits Enhances speed and efficiency of pretrial services with remote video arraignments and depositions Maintain a safe environment for constituents Streamlines adjudication processes through remote testimony and videoconferencing as well as contact-center efficiency with voice-responsive, self-service applications Increase service effectiveness and responsiveness while reducing operational expenditures Extends reach of information to the public and other government agencies Stimulate economic development by improving community safety

34. Internet WAN Criminal Justice IP Communications Architecture • Uses existing IP WAN to support voice • No additional PBXs/ACDs at additional sites • Single point of administration and maintenance • Unified, real-time data, reporting, and administration • Single network to maintain Judicial Campus Correctional/Jail Facilities IPCC Express Server(s) Cisco CallManagerCluster 211/311 Call Center Court Annexes Main Court Field Employee or Virtual Agent orSupervisor Teleworker

35. Customer Success Stories

36. Texas Department of Human Services • The Challenge • Help constituents navigate an ever-growing maze of health and human service providers, government agencies, and community service organizations • The Solution • Cisco® IP Contact Center—integrate new LANs with existing PBXs • A networked virtual organization—a statewide virtual call center • The Benefits • Integrates multiple services and remote locations • Provides ability to quickly deliver direct, transparent, 24-hour access to health and human services to Texas constituents • Increases service effectiveness for constituents

37. Kane County, Illinois • The Challenge • Maintain public safety • Improve services to constituents • Direct more taxpayer funds to economic development by reducing operational costs • The Solution • First phase—Cisco foundation infrastructure, including wireless access for remote sites • Second phase—Cisco IP Communications solution • The Benefits • Improves public safety with a standing emergency conference line and enhanced 9-1-1 services • Increases effectiveness of services via automated call routing and interactive voice response • Reduces costs through IP telephony, promoting economic development • Phone bills cut by $150,000 annually • Conferencing fees cut by $36,000 annually

38. “[With Cisco IP Communications] we handled around 8000 telephone calls from citizens, compared to 5000 in previous years….With our previous Centrex service, half of those callers would have received a busy signal.” Roger Fahnestock, director of information technology at Kane County

39. Los Angeles County’s Sheriff’s Department • The Challenge • Improve voice communications and messaging for mobile employees • Reduce network administration costs • The Solution • Cisco® IP Communications supports single point of access to multiple law enforcement databases • Voice-over-IP (VoIP) technology provides phone service and advanced messaging to multiple locations • Wireless network facilitates applications and services for county jail system • The Benefits • Improved information-sharing cost-effectively enhances employee productivity and responsiveness • Enhanced security and inmate care for the county jail system • Efficient and inexpensive personnel moves from one location to another

40. Bernalillo Metropolitan Court in Albuquerque, New Mexico • The Challenge • Improve constituent safety and justice effectiveness • Enable rapid dissemination of emergency alerts • Enhance communications with jurors and court visitors • The Solution • Cisco® intelligent switched network • Cisco PIX® firewalls • Cisco IP Communications • IP telephony and videoconferencing • The Benefits • Increases service effectiveness via video and audio applications • Improves reach and responsiveness of agency’s resources • Reduces costs

41. Riihimäki District, Finland • The Challenge • Combine the telephone exchanges of City of Riihimäki and its health centre with those of the municipalities of Loppi and Hausjärvi to improve customer service • The Solution • Cisco Aironet® 1120 base stations • Cisco CallManager • Cisco 7000 series IP telephones • The Benefits • Expedites and improves overall customer service • Improves productivity and reduces personnel costs through exchange solution • Saves on costs due to free internal calls

42. Isle of Man • The Challenges • Improve government service delivery and functionality to the community • Encourage more international businesses to locate on the Isle of Man • Integrate disconnected government departments and improve crossfunction communication and collaboration • The Solution • A Cisco® IP network infrastructure supporting data and voice and extending from central government offices to remote, one-man GP surgeries • Cisco design, development, and implementation from project concept to ongoing support • The Benefits • Projected return on investment in five years through self-funding Cisco IP network infrastructure • Faster, more efficient access to government services • Creates a more valuable and attractive environment for international business • Streamlines internal operations and business processes

43. “The contribution of Cisco and its products to improving e-government on the Isle of Man is enormous…and the level of commitment that Cisco has given has been excellent.” Allan Paterson, director of the Isle of Man government’s information systems division

44. Why Cisco IP Communications?

45. Cisco: The Worldwide Leader More And More Customers • 25,000+ Cisco® IP Communications customers worldwide • 60+ customers with more than 5000 lines • 60+ percent of the Fortune 500 are using Cisco IP Communications Cisco Has Shipped • 5 million+ Cisco IP phones • 3.6 million+ Cisco Unity™ seats (voice mail and unified messaging) • 865,000+ Cisco Contact Center seats • 113,000+ Cisco MeetingPlace licenses (rich-media conferencing) VoIP–Ready Infrastructure • 19 million+ VoIP gateway ports • 35 million+ Power-over-Ethernet ports

46. Business Communications:Reference Accounts

47. Most Secure IP-PBX, Large Systems Award-Winning Business Communications Best Business Communications Portfolio

48. Cisco’s Government Communications Commitment • A $1 billion business • New acquisitions for Cisco IP Communications • NetSolve—post-implementation network monitoring and management tools • Dynamicsoft—service provider service creation environment • 1 in 6 engineers working on voice-related programs • Significant senior-management experience in voice and voice applications

49. Virtualization Rich Media Natural Language Modality, Presence, and Context Personalization Vision and Direction for IP Communications

50. Government Leasing, Programs, and Resources