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,i <br />purchased by the end user was also considered. Although it represented no capital ~/ <br />expenditure and would give each user a unique 7 digit number, it would require long distance <br />charges for a great number of citizens. It was decided it was in the best interest of the County <br />to obtain a system that retained trunk lines from all four telephone companies <br />Another of the concerns was how to handle incoming calls. Citizens were complaining <br />that their calls were not being answered in a timely manner. At the time our best <br />estimates indicate the two switchboard operators were answering and redirecting in <br />excess of 3,000 calls per day. Clearly the two Central Services Clerks who answered all <br />incoming calls were overworked. If a system was purchased that simply was a larger <br />version of what we had additional staff would be needed. Therefore, an Automated <br />Attendant was incorporated in our bid specifications. <br />Feedback on desired features and enhancements were requested in writing from all <br />County employees in Hillsborough. Further site visits were made to all individual <br />departments by County staff and the consultant. This input from employees made sure <br />we asked for features that would make the phone a tool in completion of their job duties. <br />Voicemail was requested by almost all departments, as were speed dial, conference <br />calling and more "user friendly" phone sets. <br />Finally , we looked at ways to save on recurring costs. Direct Inward Dial (7 digit <br />numbers) trunks were added to accommodate facsimile machines, modems and night <br />numbers. This allowed the elimination of many business lines that were replaced with <br />inexpensive DID lines. <br />After specifications were finalized and bids were solicited, evaluated and awarded, <br />Orange County purchased a Northern Telecom SL-1 Digital Switch from Centel. The <br />system was purchased through third party financing. We made the final payment in <br />October of 1995, and took ownership. The entire system was made up of four <br />components: <br />1. Automated Attendant The automated attendant answers all incoming telephone calls. <br />Presently we receive on average 3,120 incoming calls per day. The attendant allows four <br />options: direct access to the extension by pressing 1 + extension +"#"; one touch access <br />to DSS, Health Clinics, Building Inspections and Tax Offices; or the party can press "0" to <br />reach one of the two operators; or the party can hold and the operators will pick up. <br />The automated attendant has provided great flexibility and created opportunities for <br />increased staff`productivity. The greeting can be easily modified. It allows us to announce <br />holiday closing, advise citizens in emergency situations (hurricanes & tornadoes), and lets <br />a different greeting come on at night to allow citizens access to Recreation, the Library <br />and the Jail <br />The switchboard operators have gone from answering 100% of incoming calls to a little <br />over 25%. This change has allowed Central Services to open 8~ operate an in-house print <br />shop, a "big job" copier service, provide telephone training as well as many other tasks. <br />2. Switching ~ station equipment The switch and station equipment that we purchased <br />was thought to be a 10 year solution. The actual hardware is holding up extremely well <br />