CSR 2013 ‐ ISPCC/ChildLine
As part of our 2013 CSR strategy, Unity Technology Solutions installed an NEC phone system for Childline. Childline is Ireland’s oldest and most well‐known children’s charity with a long, proud history of service delivery and advocacy on behalf of children.
The ISPCC has 11 sites nationwide, handling an average of 10,000 phone calls per week with the help of a network of 600 part‐time volunteers. The existing telephony system in the ISPCC was unable to handle the call volumes received by the charity and provided no automated reporting. In addition, Childline was answering approximately 60% of the calls received, simply because they did not have enough physical phones available.
The new NEC system has helped resolve many of the technical issues and challenges they faced and allows them to provide a better service to the most vulnerable children in society.
Our initiative was launched with a Coffee Morning on Tuesday, April 30th where the ISPCC and a volunteer came in to talk to us about the work they do & the challenges they face. A 2 phase project plan was put in place to include System Implementation and Testing; and Parallel Build & Supervisor Training ‐ Head Office and Branch Offices. Given the nature of ISPCC’s business and their dependency on a telephone system, ensuring a smooth transition to the new system was critical. On Saturday 8th June, the old system was decommissioned and the new system went live in 11 sites nationwide within a 2 hour window.
More than 50 staff were involved in this initiative which was heavily dependent on the skills of our voice engineering team whilst other staff members were involved in user training on site!
“As a charity working in a challenging economic environment, the ISPCC has to fundraise 90% of its annual income; and in fact the Childline service itself receives no statutory funding whatsoever, relying on the generosity of the general public, companies and schools to maintain the service. Donations are always gratefully received. Our existing telephone system was ageing, unable to handle large call volumes and in need of replacement. We were delighted when Unity Technology Solutions offered their expertise in a voluntary capacity ‐ the new telephone system will significantly improve statistical reporting and will allow us to continue to provide a valuable listening service as we endeavour to answer significantly more calls and give children the support they need for many years to come” said Ashley Balbirnie, CEO of the ISPCC.
David Hargaden, Executive Chairman at Unity Technology Solutions said “Childline receives no government funding and relies heavily on donations from organisations like ourselves to help run this vital service. As part of our Corporate and Social Responsibility strategy, staff volunteered their time and expertise and we worked closely with Andrew Cooper of NEC Infrontia in securing a phone system that met with Childline’s requirements. We are delighted to work the ISPCC, our chosen charity, in implementing a new NEC phone system nationwide and in supporting the system for the next 3 years”.