BT Conferencing for NHS 24

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In strictest confidence

BT Conferencing for NHS 24

Version Final

Brian Murray

Account Director – Health

BT Conferencing Government Team

Tel: 077959 86594

E:

[email protected]

W:

www.conferencing.bt.com

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Confidentiality statement

All information contained in this document is provided in confidence for the sole purpose of adjudication of the proposal, and shall not be published or disclosed wholly or in part to any other party without BT's prior permission in writing, and shall be held in safe custody. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT.

Copyright

Registered office: 81 Newgate Street, London EC1A 7AJ

Author Brian Murray

Account Director – Health BT Conferencing

Tel: 077959 86594

E: [email protected]

W: www.conferencing.bt.com

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Contents Page

1 Summary... 4

2 Why BT Conferencing ... 6

3 Driving a total Conferencing Culture... 8

4 BT Service Wrap and Value Add... 18

4.1 Adoption and Usage ... 18

5 Maintenance and Support ... 19

6 Reference Site ... 20

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1 Summary

BT is offering a total solution that includes not only the provision, installation and support of a full Video Conferencing network, but also a total training and adoption

package, promotion of the use of conferencing as a key way to meet CSR and e-Health strategies and drive costs down within NHS 24.

BT already provide audio conferencing to NHS 24 which plays a key daily role in the way you work and Video Conferencing will further enhance that and promote a more dynamic and interactive conferencing culture within NHS 24, it will be a key enabler for enhanced usage and service in the future – as well as expansion to future developments, such as desktop video conferencing, video consultation and more. BT will project manage the entre process from end to end, liaising with your own internal teams and also N3. We will deliver free training to all end users to encourage usage and remove any initial fears about ho to use the new equipment. We will work with you to both promote the service and explain the benefits of conferencing as opposed to travel – this may take the form of e-mail campaigns, extra training, webinar sessions, posters, etc.

All of the above are included within the price of the equipment, we are committed to proving a solution that is well used by NHS 24.

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1.1 Carbon Reduction

Reducing travel by car, plane and even train reduces the carbon emitted into the atmosphere. Travel related to the business of NHS 24 could be dramatically reduced, along with it your carbon footprint, through implementing and using video conferencing as part of your overall Green agenda. In a recent survey of NHS users of conferencing those questioned believed that over one third of all the meetings they attended could and should be replaced by conferencing.

20% of the NHS’ annual 18 million tonnes CO2 emissions is from travel. The figure relating to NHS 24 may be more or less, however being able to cut that by at least one third simply through adopting a greater conferencing culture is a great strive forward. Video Conferencing will also allow NHS 24 to collaborate more with its suppliers, partners and other parts of the NHS which in turn will reduce overall travel and is a positive step forward in reducing UK total CO2 emissions.

BT’s own commitment.

BT has been named as one of the top 12 green-IT vendors in the IT magazine Computerworld's first Green Computing edition as a company that is implementing smart, efficient strategies to achieve "green-IT".

We have made the following commitments:

• Achieve an 80% reduction in our CO2 intensity worldwide by 2020

• Help our customers to thrive by using efficient communications services

• Influence our suppliers to produce lower carbon-emitting products

• Engage our people and motivate them to take action at work and at home BT have adopted a conferencing culture at all levels of the business, so not only are we Europe’s number one conferencing supplier, we are also a great example of how conferencing and flexible working can transform a business and delver savings year after year.

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2 Why BT Conferencing

Market leader in conferencing

With over 25 years conferencing experience, an extensive global portfolio, strategic partnerships and always at the forefront of technology developments, BT Conferencing is the number one conferencing provider in the UK and Europe, with over 30,000 customers and over 180,000 end users.

Extensive end-to-end product portfolio to cover audio, video, web and systems BT Conferencing is a one-stop shop for all your conferencing needs.

BT Conferencing are the world number one partner for Tandberg and their premier partner in the UK and EMEA. Tandberg infrastructure is our proposed option for CfH and the managed service solution.

We have our own network and bridges infrastructure

Unlike many other conferencing providers BT Conferencing own and manage our own network and bridges. This means that we have the flexibility to allow the scheduling of maintenance to be undertaken during off peak periods, minimising disruption to customers. This also enables us to easily monitor capacity on bridges to ensure availability of our conferencing services. BT Conferencing bridges are located in Europe, North America and Asia Pacific.

Industry leading strategic partnerships

We are strategically partnered with Microsoft, Cisco, IBM, and Tandberg and Polycom, to jointly bring you the latest technology in conferencing.

BT Staying Power

BT has been serving the communications needs of the UK for over 100 years. We invest £1.5 billion a year to keep the UK communicating. Our annual turnover is nearly £12 billion and we have been voted the leading telecoms company in the Dow Jones sustainability index for the past 2 years.

Dedicated Account management support with regular reviews

BT Conferencing provides our customers with a Dedicated Account and Service Manager. They provide complete and reliable account support, understanding your business objectives to provide you with the right service for your needs, managing your conference solutions, answering product queries, monitoring performance and keeping you up to date with all the latest developments in our product portfolio.

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Extensive Global Coverage: 55 in-country ports

As business becomes more and more global it is vital communication is made easy and cost efficient. BT Conferencing has conferencing cover in 55 countries around the world, with this number set to increase, providing you with local support.

24/7/365 call centres

We pride ourselves on excellent customer service. Our two dedicated call centres in the UK handle all your conferencing user enquiries. All our operators are thoroughly trained to help answer any questions you may have, no matter when you call 24 x 7 x 365.

New Users Education, Adoption and Training Programmes

As part of the BT Conferencing Education, Adoption and Training Programme we have dedicated teams to provide all your users with support to educate and train them on how and when to use our Audio, Web and Video conferencing services. This ensures that you have time to concentrate on your core business, with the confidence that your end users will experience a seamless transition in using BT Conferencing services.

Business Continuity Strategy

We understand the importance of reliability in a service. In the unlikely event of that there are network issues preventing you from holding a conference call we have a strategic back up plan in place to ensure the best possible solution is implemented allowing you to continue with your conference calls.

Award Winning Products and Services

• Winner of the 2006 Frost & Sullivan Award for Market Penetration Leadership in the audio conferencing services market and the

• Winner of the 2005 Frost & Sullivan Award for Market Leadership in European Audio Conferencing

Jennifer Fruehauf, of Frost & Sullivan, said: "BT is world renowned in the telecom industry and holds an extensive patent portfolio. Subsequently, the industry alliances struck by BT Conferencing are often pioneering.

"The company's superior strategies have underlined its exceptional all-round performance and have helped position it as a market share leader."

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3 Driving a total Conferencing Culture

BT Conferencing are uniquely positioned to not only offer Video Conferencing but also audio and web based conferencing solutions as well. This means that we can work with NHS 24 to provide mixed estate solutions to meet the needs of the client and the specific applications.

As with any large organisation cultural change is required to drive greater and more effective use of Video Conferencing and it is our experience that a total approach is an inherent part of success and only BT can provide all of this in house.

To help NHS 24 achieve this we have dedicated Relationship Managers who work within the NHS team to deliver key messages to end users and potential users. Examples of their work might be running e-mail campaigns on your behalf, hosting webinars explaining what the service is and promoting the training sessions that will be offered. The work of the RM’s is provided free of charge to NHS 24.

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4 The Solution & Quote

BTC propose a network of HD ready video conferencing equipment across the four key sites.

4.1 Cardonald Park

Shared Training and conferencing facility

A 65” Plasma screen will be wall mounted on the wall in each of rooms 4 and 6 with a rack built into the cupboard behind to include a Polycom HD video conferencing codec, DVD player, Digital TV decoder, and the switching devices to enable independent or dual operation. The rack will also include the facility to present data and will be controlled by a wireless touch panel to avoid multiple remote controls in room 4.

Rooms 5 & 6 can be controlled by a local wall mounted touch panel to ensure each room has independent functionality, while the room 4 wireless panel is the master control when the dividers are removed.

Room 6 will also be fitted with a wall mounted 65” Plasma screen with the Av equipment installed in a small credenza under the screen.

Audio output will be provided by the plasma speakers with input via wall mounted microphones to allow flexibility within the room. Both Audio input and output for all rooms can operate independently or as one large room environment via the switcher. Each screen can be fitted with a smart overlay to allow interactive white boarding during meetings in the rooms.

Qty Description- Room 4 Unit Price Total Price

1 65" Full HD Plasma Display £4,830.00 £4,830.00

1 Speakers for above Screen £444.00 £444.00

1 Xactmatch Slimline Plasma Mount £146.00 £146.00

1 Smart Overlay for 65" Plasma £3,120.00 £3,120.00

1 Panasonic DVD Player

1 DVD Rack Mount Kit

1 8u Open Frame Rack

1 Digital TV decoder 1 Mains Opto Isolator 2 Mains Distribution Units 2 1u equipment shelf

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1 1:2 VGA Distribution Amp

2 Rack Build

1 Rack Mounted Key Isolation switch 1 MVP7500 Wireless Touch Panel, supplied with battery pack, table top kick stand,

NetLinx controller and WAP

1 Software Programming

Total Rack Package £7,145.00

1

HDX 8002 XL: Incl HD codec, Eagle Eye HD camera, P+C, PoC, English remote. Cables: VGA video (DVI-to-VGA), audio (RCA-to-RCA), LAN, RJ11, UK/Eur/Aus pwr. Cntry code 23. PAL

£6,025.00 £6,025.00

1

Cable, Eagle Eye camera cable. HDCI(M) to HDCI(M). 10M. Connects Eagle Eye camera to HDX series codec as main or secondary camera.

£55.00 £55.00

1 Custom Shelf for VC Equipment £175.00 £175.00

2 Wall Mounted Mic array £450.00 £900.00

3 Electronic / Mechanical Installation £595.00 £1,785.00

1 Carpentry Installation £595.00 £595.00

1 Project Management £595.00 £595.00

1 Training (1/2 Day) £0.00

1 3 Year Onsite Maintenance £2,775.00 £2,775.00

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Qty Description- Rooms 5 & 6 Unit Price Total Price

2 65" Full HD Plasma Display £4,830.00 £9,660.00

2 Smart Overlay for 65" Plasma £3,120.00 £6,240.00

2 DVD Player

2 Digital TV Decoder

2 Mains Opto Isolator 4 Mains Distribution Units 4 1u equipment shelf

6 2:1 VGA + Audio Auto Switcher 3 1:2 VGA Distribution Amp

4 Rack Build

2 8 Button Panel* to be wall positioned & _cabled

Total Rack Package £6,500.00

2

HDX 8002 XL: Incl HD codec, Eagle Eye HD camera, P+C, PoC, English remote. Cables: VGA video (DVI-to-VGA), audio (RCA-to-RCA), LAN, RJ11, UK/Eur/Aus pwr. Cntry code 23. PAL

£6,025.00 £12,050.00

2

£55.00 £110.00

4 Wall Mounted Mic array £450.00 £1,800.00

2 Carpentry Installation £595.00 £1,190.00

2 Project Management £595.00 £1,190.00

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4.2 The Boardroom

Subject to site survey, 65” plasma screens will be mounted on the far end wall, which adjoins to the staircase, with a centrally mounted HD conferencing camera. A third 50” screen will be mounted along the internal wall on a double swing arm mount, allowing this screen to rotate through 180 degrees.

The third screen will allow participants furthest from the primary screens to view people and content from external participants via video. All three screens can act as data or TV monitors if the room is being used locally. In addition the rack housing the video equipment within the room can also house a DVD player and digital TV decoder.

A combination of wall and ceiling mounted speakers and microphones will allow the boardroom table to be free of conferencing equipment. A wall mounted control panel will allow a single controller for all the room facilities.

Qty Description- Boardroom Unit Price Total Price

2 65” Full HD Plasma Display £4,830.00 £9,660.00

1 Smart Overlay for 65” Plasma £3,120.00 £3,120.00

1 50” full HD plasma display with speakers £1,805 £1,805.00

1 Double swing arm £220 £220.00

1 Screen mount £110 £110.00

1 DVD Player

1 Digital TV Decoder

1 Mains Opto Isolator 2 Mains Distribution Units 2 1u equipment shelf

3 2:1 VGA + Audio Auto Switcher 1 1:2 VGA Distribution Amp

1 Rack Build

1 8 Button Panel* to be wall positioned & _cabled

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1

£55.00 £55.00

2 Wall/ceiling Mounted Mic array £450.00 £900.00

1 Carpentry Installation £595.00 £595.00

1 Project Management £595.00 £595.00

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4.3 Edinburgh, Aberdeen & Glasgow Clyde

For the three additional locations, we propose a simple trolley mounted Polycom HD video unit with a dual plasma screen, with the inclusion of a data sharing tool. This would allow for a laptop to be connected to the video system for sharing data/presentations both locally and via video.

Image of the proposed package offer.

Polycom HDX7000 with twin plasma & stand.

Qty Description Unit Price Total Price

3

HDX 7002XLP 1PT. HDX

7002XLP, Includes Data Sharing and multi site. Floor stand with 2-42" 723p plasma display, 1 soundbar, EagleEye HD camera mount, HDX Table top microphone array, cable bundle, order casters separately

£10,245 £30,735

3

Quad BRI Module for HDX Series. Includes four ISDN 20ft/6m cables (with clear connectors) and HDX external peripheral interface box.

£744 £2,232

3 On site installation and training £1,133 £3,399

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4.4 Desktop HD video

For the small office/executive office users, we propose the Polycom HDX4000. This unit is a full HD video conferencing unit that will double as a PC monitor. It has a fixed HD camera, built in speakers and microphone, and can also be used to share data in a video conference.

1

HDX 4002 XL package Executive Desktop System, includes: HD codec, People+Content license, 20" Widescreen Display, NA/UK/Eur/Aus pwr cord, Included cables: VGA, DVI, 3.5 mm stereo, POTS, and LAN; Country codes 1-4,6,7

£5,212 £5,212

1 On site installation and training £550 £550

1 3 Year UK Customer on site service £945 £945

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4.5 Total Cost

Includes installation and 3 years on site maintenance

Location Price

Caledonia House, rooms 4,5,6 and Boardroom _£111,335

Norseman House, stand alone twin screen HD unit £14,397

Riverside House, stand alone twin screen HD unit £14,397

Clyde Contact Centre, stand alone twin screen HD unit £14,397

2x Desktop HD video units for exec desktop £13,414

VBP 5300-E10, includes install and 3 year maintenance £8,308

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4.6 Deployment targets

If the specification is agreed and an order placed by Friday 17th_{October BTC will}

schedule Cardonald Park rooms 4,5,6 and boardroom to commence on the week commencing 3rd November with a 2 week install time for all 4 rooms.

Edinburgh is a single day installation which would be timed to complete at the same time as Cardonald Park

Depending on room availability we would then aim to complete installation of any network devices and the installations at Glasgow Clyde and Aberdeen before the end of November.

All times are dependant on room access and availability and will be confirmed by the BT project manager, who will be joining all future project discussions from this point. Firewall traversal devices

To gain access to external parties BTC propose the use of Polycom’s Video border proxy to allow external calls via N3.

Product Embedded GK Capacity Video Throughput VBP 5300-E10 50 Registered Endpoints 10 Mb

VBP 5300-E25 100 Registered Endpoints 25 Mb

1 VBP 5300-E10, includes install and _{3 year maintenance} £8,308 £8,308

1 VBP 5300-E25,_{year maintenance} includes install and 3 £13,495 £13,495

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5

BT Service Wrap and Value Add

5.1 Adoption and Usage

BTC have been supplying VC solutions to the public sector for over 25 years and have an understanding of the need to drive the uptake of VC technologies. BTC will develop an adoption strategy with NHS24 that suits your particular needs.

BT have a dedicated team of adoption and training specialists who have been responsible for training over 180,000 end users in a mix of audio, web and video conferencing. We have provided intranet site pages, posters, calling campaigns, one to one training, one to many VC training, on-site and remote training and much more. Our business is all about getting people using the technology in an everyday and matter of fact way.

End Point Training

See attached supplementary document UK_Video_Adoption_Datasheet.pdf

Over the last year we have delivered over 120 specific Video training sessions to nearly 700 people and the demand for these sessions is growing month on month. In a recent survey of those trained 100% said the session was a good use of their time and 77% said, that as a direct result of the training delivered by BT, they would increase their use of Video Conferencing.

Each session is delivered over the Video Conferencing equipment and is fully interactive, led by skilled members of our team and is bespoke to the customer requirements.

The sessions are 45-50 minutes long and cover all aspects of normal user operation as well as Video etiquette and Hints and Tips.

We follow the session up by emailing a user guide to each user that we have an email address for as well as a Hints and Tips Guide.

We also ask all attendees if they would complete a short survey to gain feedback. Our team has a proven record of increasing usage of products for customers thus helping customers reduce their travelling budget, increase work life balance and reduce their carbon footprint.

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6

Maintenance and Support

Global Helpdesk Operator Support

BT Conferencing operates a Global Helpdesk for all our products and services. All our installation feature the 0800 number which will put you through to one of our expert team and who in turn can communicate with the rest of the solution providers in a seamless manner since they are all under the BT banner.

Helpdesk Services

The Helpdesk for the Service will provide a single point of contact for all Customer requirements. The Helpdesk may be contacted on a single dedicated telephone number, from which all Helpdesk options and functions will be supported.

All maintenance is via the BT Global Helpdesk, based in Ambassador House, London. On-site maintenance is BT Standard maintenance which comprises of :-

• Single 0800 number to dial

• 9am to 5pm response weekdays (excluding Bank Holidays) Extended cover available

• Video Test number available 24 Hours a day • Response to fault within 4 Hours

• Engineer on-site next working day

• Free Software updates for the period of the maintenance contract • Back to back cover down to Network level – liaison with N3

A total care solution is available on a per site basis only, which has full 24 Hour cover and response. The manufacturer usually releases two major software releases a year, and these will be available to the customer free of charge, as would any bug-fixing release, for the duration of the maintenance contract.

All maintenance is under BT Standard Terms and conditions.

As an alternative to On-site maintenance, Postal Maintenance is available on some products, usually the set-top units and small desk based products. Postal maintenance is the Helpdesk for diagnostics, then postal replacement via overnight postal service for user replacement.

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7 Reference Site

We have listed reference sites from the NHS, Government and the private sector and tried to illustrate the breadth of our services.

NHS and Education

BTC have installed 37 systems for CETL at:

• Health North East in North Tyneside General Hospital, • Newcastle.

• James Cook Memorial Hospital, • Middlesbrough.

• North Tyneside PCT.

• University Hospital of North Tees, • Hartlepool.

• Wansbeck Hospital, • Ashington.

Initial contact for all these sites to be Mrs Lesley Scott, CETL for Health NE Manager, Lesley Scott ([email protected])

The CETL4HealthNE—a consortium involving the Universities of Durham, Northumbria, Sunderland, Teesside and other partner organisations, with Newcastle University as the lead partner—aims to develop new ways of sharing best practice in healthcare education throughout the range of health professions spanning doctors, dentists, nurses, therapists and pharmacists, in order to meet the needs of the modernised NHS and the growing and changing expectations of patients.

Increasingly, healthcare students will learn together in the workplace, with simulated and real patients (and communities), and will learn to involve patients to best manage their care. To meet the needs of future healthcare, students will learn professionalism, to be creative and to work with developing technologies as well as to value each other and their patients.

In years 1-3 the CETL4HealthNE will impact on up to 9000 students in the following disciplines: Medicine; Nursing; Physiotherapy; Dentistry; Speech & Language; Therapy; Occupational Therapy; Pharmacy; Radiography; Social Work; Foundation Degrees

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7.1 Training and Adoption Reference – Why is works. Feedback from Unison Video training sessions.

“They were very comprehensive and easily understood”

“Because otherwise the equipment would just be sitting there with nobody who knew how it all worked!”

“It showed how simple the equipment is to operate.”

“Useful to have someone else's initial guidance and overview of the whole system, and someone to initially practice with”

“Very clear introduction with the format being that all who attended participated.” 100% agreed it was a good use of time and over 70% agreed it would increase their use of Video Conferencing

“It is so time saving and cost effective, we have had several 'on the spur of the moment' meetings which couldn't have happened otherwise”

“Makes is less scary to use once one has the introductory session”

“Because otherwise the equipment would just be sitting there with nobody who knew how it all worked!”

“I think the system is so simple to use the training can be rolled out by a previously trained member of staff.”

“If more Organisers were trained, again it would save travelling time for more Staff and consequently reduce UNISON's car/train/plane expenditure.”

“The video session supported the reasons why we should be using video conferencing.”