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Microsoft Lync Server 2010 Customer Solution Case Study UWE Bristol Boosts Competitive Edge, Enhances Education with Unified CommunicationsOverview “By relying on our Microsoft technologies and ourCountry or Region:United KingdomIndustry:Higher education partnership with HP to develop cost-saving solutions, we can continue to deliver quality education andCustomer ProfileThe University of the West of England, improve relations with our students while cutting ourBristol (UWE Bristol) is the largestprovider of higher education in the costs by 25 percent.”southwest of Britain, with 35,000 students Steven West, Professor, Vice Chancellor,and CEO, UWE Bristoland 3,500 faculty and staff members. The University of the West of England, Bristol (UWE Bristol) hasBusiness Situation around 30,000 students and 3,500 employees. Like allUWE Bristol wanted to streamlinebusiness processes and create new universities in England, UWE Bristol faced decreased governmentacademic opportunities, even though it funding due to the economic climate. Though it was confrontedfaced a reduction in government supportthat would force it to reduce operations with the challenge of reducingcosts by 25 percent, the universitycosts by 25 percent. saw an opportunity to enhance its business processes andSolution increase academic opportunities for student by improving its useUWE Bristol partnered with HP to of technology. UWE Bristol partnered with HP, a member of theunderstand how it could use Microsofttechnologies to increase its Microsoft Partner Network, to understand how it could takecompetitiveness in the market and advantage of its existing Microsoft solutions to achieve its goals.change the way people work. After upgrading its Microsoft communications and collaborationBenefits platform and implementing new programs developed jointly Reduces costs by 25 percent Increases efficiency through with HP, the university found it could reduce costs, improve collaboration collaboration, and create new academic opportunities. Opens new markets Prepares students for employment
Situation “Our innovative strategic partnership withThe University of the West of England, HP includes a number of academic focusedBristol (UWE Bristol) is the eighth largest initiatives to help expand opportunities foruniversity in the United Kingdom. It has students, including the Enterpriseapproximately 30,000 students and 3,500 Computing (Hewlett-Packard) Degree andstaff, which makes it the largest provider of an ICT Transformation Programme, aimedhigher education in the southwest of at enhancing the university‟s ITEngland. Students come to UWE Bristol infrastructure and IT-basedfrom all parts of the United Kingdom, and a communications processes,” says Alistairsignificant and growing number of Sandford, Senior Project Manager at UWEinternational students come from more Bristol. Some of the processes that HP andthan 140 countries worldwide. UWE Bristol decided to target as part of the ICT Transformation Programme were:As a multi-site university with fourcampuses in and around Bristol, UWE Enabling distance learning opportunitiesBristol has 19 departments that cover a and improving overall communicationwide range of disciplines and expertise. The between staff and students by usinguniversity is continually developing and is video conferencing, instant messaging,currently investing around GBP£200 million presence, and remote desktop sharing.(U.S.$308 million) in new facilities andprojects. As it continues to expand its Streamlining the admission process.educational programs and opportunities, “Each academic department providesUWE Bristol is reducing its cost base by „joining‟ instructions for prospectiveabout 25 percent due to reductions in students that detail the activitiesgovernment support. In addition, UWE students need to perform to enrol inBristol is looking to improve its levels of classes and adjust to life on campus,”service as U.K. students face large tuition says Sandford. “The process washikes. inconsistent and difficult to manage. We wanted to provide a single template toWith the changing economic climate and be completed by staff across thethe university‟s commitment to educational university, with a predefined workflow toexcellence, UWE Bristol saw the perfect simplify management and improveopportunity to change the way it delivers visibility of where each document iseducation to students. UWE Bristol within the process.”engaged its long-termpartner HP,amember of the Microsoft Partner Network Creating a central repository for itswith Gold competencies, to help redesign student administration manual. Thisits communications and collaboration manual provides instructions andsolutions—and to be a partner in information for how to handle processesinnovative education solutions that could such as admissions and transfers andhelp give it another competitive advantage. other interactions with students.HP began by conducting a Business ValueAssessment to review the university‟s Establishing partnerships with otherprocesses and recommended areas where universities. “With international andUWE Bristol could reduce costs and emerging markets in education, we sawadministration and improve efficiency. an opportunity to increase revenue streams by partnering with universities
“With Lync Server and around the world,” says Sandford. the opportunity for the university to create “Instead of ad hoc communications with a more unified intranet that would supportSharePoint Server, UWE these other institutions, we wanted to standardized processes across the establish ongoing relationships, but we organization.Bristol is delivering a needed robust procedures and thoroughuniversity-wide processes in place to help us accomplish The university also worked with HP to this.” identify the areas where it wanted tocommunications improve educational opportunities for HP helped UWE Bristol take advantage of students. UWE Bristol had heard fromplatform for all faculty the Microsoft technologies it already partners such as HP that many graduatesand staff, helping with licensed to implement its required additional training when they recommendations. Several years ago, the joined the workforce. The university wantedthe objective of creating university upgraded its communications to add more vocational training to the solution, beginning by replacing anearlier academic experience to ensure thata more cohesive Siemens-based private-branch exchange students could be productive from theirorganization.” (PBX) system with an Alcatel IP-PBX first day on the job. solution in new campus buildings. In 2010, Alistair Sandford, Senior Project the university worked with HP to determine Solution Manager, UWE Bristol how it could integrate its telephony With the support of HP, UWE Bristol took solution with Microsoft Office advantage of its Microsoft Enterprise Communications Server 2007 R2 (now Agreement and upgraded its unified called Microsoft Lync), which it had communications solution with the latest implemented for presence and instant Microsoft technologies—which included messaging, to provide enterprise voice Microsoft Exchange Server 2010, Microsoft across the campus. UWE Bristol and HP also Lync Server 2010, and Microsoft SharePoint identified other Office Communications Server 2010. HP helped UWE Bristol Server capabilities, such as video configure the solution to take advantage of conferencing and desktop sharing, that the interoperability between Microsoft could enhance students‟ education and technologies to break down help create partnerships with other communication barriers, streamline universities. processes and support collaboration, and provide additional academic opportunities For collaboration, UWE Bristol had for students. deployed Microsoft Office SharePoint Server 2007. While people liked the Improved Communications Options solution and used it to collaborate within With the deployment of Lync Server 2010, their own departments, the university had HP helped the university provide a no central landing page to link the various comprehensive unified communications department sites, and it had no university- solution that includes capabilities such as wide workflows to manage processes presence, instant messaging, and ad hoc across departments. “SharePoint Server has collaboration and conferencing, in addition become popular with the departments but to a university-wide voice over IP solution rapidly evolved in an unstructured manner. that will eventually replace its IP-PBX Staff routinely retained and referred back telephony solution. With Lync, the to emails containing links to sites, as there university faculty and staff can choose was no easy way to navigate through the between Polycom CX600 IP desktop different sites,” explains Sandford. HP saw phones or Polycom CX300 handsets that
“Lync Server and are optimized to work with Lync Server, in SharePoint Server and Lync Server, faculty addition to HP notebook computers that and staff can take advantage of capabilitiesSharePoint Server can are also optimized for Lync, such as the HP such as presence, skill search, instant EliteBook 8540p and the HP EliteBook messaging, and shared calendars to workhelp us to provide 8740w. together across departments.collaborative spaces for With Microsoft Lync 2010 on the desktop, UWE Bristol is using the intranet toworking with partners, so UWE Bristol faculty and staff have a unified consolidate and host all of its student client interface to access capabilities like administration materials, which it rewrotewe can shrink the audio conferencing, video conferencing, using Microsoft Word 2010 and Microsoftgeographic divides.” and desktop sharing. “We recognize that Visio 2010, to create a more interactive students want increased contact time with experience. Instead of riffling through Alistair Sandford, Senior Project their lecturers. Lync can help us achieve different documents, people can access the Manager, UWE Bristol this, by allowing the lecturers to make information from a single source. In themselves available outside of the addition, UWE Bristol created a new Word classroom hours, via instant messaging and 2010 template for the “joining” instructions conferencing,” explains Sandford. Faculty that each department can customize to can now open a whiteboard to take notes meet its needs. When each department or collaborate with students in real time, or submits the instructions, they can follow a they can record and save online class workflow process for review and approval content as .XPS or video files to share with in SharePoint Server. students who missed class or who need to review content for exams. The university is For collaboration outside the university, also considering integrating Lync Server UWE Bristol believes it can use SharePoint 2010 and SharePoint Server 2010 with Server and Lync Server together to create educational software such as Blackboard to partnerships and educational programs enhance interactive learning. with universities around the world, especially in developing markets, such as Improved Intranet for Collaboration India and North Africa. Through SharePoint To encourage better collaboration across Server, the university is creating workflows departments, the university is redesigning that explain how to engage education its intranet site and rebuilding more partners, and checklists to create and effective, cross-departmental team sites in manage standards for joint programs. After SharePoint Server 2010. The site has a it has established programs with other central landing page with clear navigation universities, UWE Bristol can use the links. “With this new implementation, we conferencing and desktop sharing wanted to take a top-down, more capabilities in Lync Server to deliver classes centralized approach to how we created and maintain communication with partners and managed sites and use them to create to ensure that the programs are meeting spaces where people could collaborate established standards. effectively across the university,” says From an academic standpoint, UWE Bristol Sandford. The university is using SharePoint worked with HP to create a joint IT degree Server for project management and to program. Students who complete the support intra-departmental relationships. It program not only receive an academic is also using workflows in SharePoint 2010 degree, but they also receive valuable to facilitate business process automation. certifications from HP and Microsoft that With the interoperability between increase their hiring potential in technical IT
“Lync Server allows us to positions and help them to make Increase Efficiency Through immediate contributions in the workplace. Collaborationextend the reach of our In addition, HP provides a placement year The Microsoft unified communications (a year-long internship) for students who solution that UWE Bristol is adopting willlearning environment.” enrol in the program so that they have real- help it maintain or even increase Manuel Frutos-Perez, Leader of the world experience when they enter the job efficiencies through improved collaboration E-Learning Development Unit, market. and communication. By using capabilities UWE Bristol such as Skill Search and Rich Contact Cards, Benefits faculty can more easily locate colleagues in Through its partnership with HP, UWE other departments to discuss cross- Bristol has built a Microsoft unified departmental educational programs, communications platform to help it remain admissions processes, and other university competitive even in tough economic times. business. “With Lync Server and SharePoint “UWE Bristol‟s partnership with HP helped Server, UWE Bristolis delivering a us to focus on how we can further leverage university-wide communications platform our Microsoft technologies to enable for all faculty and staff, helping with the change within the organization,” says objective of creating a more cohesive Sandford. organization,” says Sandford. “The rollout of these technologies means that staff Reduce Costs by 25 Percent within the university is better equipped to UWE Bristol faced the challenge of find content and skills, communicate, reducing operating costs by 25 percent, so collaborate, and engage with business it needed a way to use technology processes.” efficiently and produce better results with fewer people. By taking advantage of its With a centralized intranet, UWE Bristol has Microsoft Enterprise Agreement and HP created a single point of access where technologies to deploy these solutions in a faculty and staff can search for and access virtualized environment, the university tools and forms they need to be productive reduced its datacentreand administrative on a daily basis. And by using SharePoint to costs. “By relying on our Microsoft manage the “joining” instructions and technologies and our partnership with HP overall admissions process, the university to develop cost-saving solutions, we can can reduce the effort required to develop continue to deliver quality education and student instructions and ensure that improve relations with our students while students receive all the information they cutting our costs by 25 percent,” explains need before starting programs on campus. Steven West, Professor, Vice Chancellor,and CEO at UWE Bristol. Open New Markets By using SharePoint Server and Lync Server, UWE Bristol is targeting a potential cost UWE Bristol can improve engagements with reduction of GBP£250,000 (U.S.$385,000) a potential educational partners around the year, by replacing the university‟s aging world. “Part of our work with HP was PBX system with a Lync Server 2010 finding a better way to manage enterprise voice solution and by reducing engagements with international partners,” travel costs through the use of the video explains Sandford. “Lync Server and and web conferencing capabilities in Lync SharePoint Server can help us to provide Server. collaborative spaces for working with partners, so we can shrink the geographic
divides. By using SharePoint Server, we can Bristol. “It provides flexibility for studentsprovide a thorough process for developing and facilitates distributed learning. I canand managing these partner relationships, easily teach dispersed cohorts, and I canand we can use audio and video use Lync to schedule office hours at timesconferencing in Lync to ensure more that are more convenient for me and mycontinuous communication.” The university students. Students can have real-timecurrently maintains or is developing meetings with me and their peers withoutpartnerships with over 50 institutions having to travel to the campus.” In addition,around the world. Relationships range from by taking online classes delivered throughsimple admission agreements to Lync, students can make progress towardcomprehensive strategic partnerships which earning their degrees even when they areinclude delivery of UWE Bristol away from campus.programmes, dual degrees, joint research,and student and staff exchange. The aim is With the HP degree program, UWE Bristolto develop long-lasting, sustainable, and also provides students with a completemutually beneficial partnerships with academic and vocational experience thatinternational institutions who share UWE will make them competitive on the jobBristol‟s values. market—and keep the university competitive in education. “We considerPrepare Students for Employment ourselves a partnership university,” saysEven before it faced economic challenges, Sandford. “Our students are in the top 12 inUWE Bristol was looking for a partner to the country in terms of graduatehelp its students succeed in the job market. employment and our relationship with HPWorking with HP, the university considered and these embedded programs help ushow it could deliver education in a different strengthen our position in an increasinglyway to help students reduce the cost of competitive market.”education and get more value for theirmoney. “The collaborative environmentbetween lecturers and students is a keyfactor in where students decide to studythese days,” explains Brian Fenix, ClientPrincipal at HP. Through Lync Server,educators have easier access to ad hoc andonline meetings, because they can easilyconnect and collaborate through theunified client interface to share a desktopor an application.By using Lync Server, the faculty canincrease the amount of time they have tointeract with students, and they can provideremote tutorials and use conferencing toenhance what students are learning in theclassroom. “Lync Server allows us to extendthe reach of our learning environment,”explains Manuel Frutos-Perez, Leader of theE-learning Development Unit at UWE
For More Information Microsoft Lync Server 2010For more information about Microsoft Microsoft Lync Server 2010 ushers in a newproducts and services, call the Microsoft connected user experience that transformsSales Information Center at (800) 426- every communication into an interaction9400. In Canada, call the Microsoft that is more collaborative, and engaging;Canada Information Centre at (877) 568- and that is accessible from anywhere. For2495. Customers in the United States and IT, the benefits are equally powerful, with aCanada who are deaf or hard-of-hearing highly secure and reliable communicationscan reach Microsoft text telephone system that works with existing tools and(TTY/TDD) services at (800) 892-5234. systems for easier management, lower costOutside the 50 United States and of ownership, smoother deployment andCanada, please contact your local migration, and greater choice andMicrosoft subsidiary. To access flexibility.information using the World Wide Web,go to: For more information about Microsoft Lyncwww.microsoft.com Server 2010, go to: www.microsoft.com/lyncFor more information about HP productsand services, call (1) (650) 857-1501 orvisit the website at:www.hp.comFor more information about Polycomproducts and services, call (800) Polycomor visit the website at:www.polycom.comFor more information about theUniversity of the West of England, Bristol,call (44) (0)117 965 6261 or visit thewebsite at:www.uwe.ac.uk Software and Services Hardware Microsoft Office HP Lync Certified Notebooks − Microsoft Lync 2010 − HP EliteBook 8740w Microsoft Server Product Portfolio − HP EliteBook 8540p − Microsoft Exchange Server 2010 Polycom CX300 USB phones − Microsoft Lync Server 2010 Polycom CX600 IP phones − Microsoft SharePoint Server 2010 Partners HP PolycomThis case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published November 2011