Høje-Taastrup Municipality digitizes telephony with Microsoft Teams and Coherence

A user-friendly solution for the entire organization

When COVID-19 forced the public sector to work from home, Høje Taastrup Municipality faced a rapid digital transformation. The existing telephony solution, a large Alcatel installation hidden in the basement, could not keep up with the need for modern, flexible communication. But instead of settling for a temporary solution, the municipality chose to take a technological quantum leap – and the result has created value far beyond the crisis situation.

Teams as a platform and Coherence as an administration tool

The municipality chose Microsoft Teams as the central communication platform – and to manage telephony and user setup, the Coherence platform from Performance Metrics was used, with the products VoiceQ365 and DDI Manager as central tools.

Maria Grønbek Philip, project manager at Høje Taastrup Municipality, was in charge of the implementation. Even though she has no technical background, she was able to independently manage the entire telephony setup – precisely because the platform was developed with user-friendliness in mind:

This intuitive approach makes the solution ideal for public organizations where IT skills may vary – and where the need for fast and flexible operations is great.

Widespread use across the municipality

The solution is used widely today – from daycare centers and schools to IT support and contact centers. Maria says:

“The head of the secretariat at Mølleholmskolen uses the VoiceQ365 dashboard to see who is logged into the queue and ensure that there are people to take calls. Sports centers forward calls to emergency phones. Even critical functions such as notifications outside of opening hours are handled via the platform.”

Especially during the repatriation, it became clear how important flexible telephony is. It quickly became a positive change for the employees, who largely embraced the solution:

“People practically asked: When is it our turn? It just happened by itself,” says Maria.

A tool for both operation and further development

Today, it is primarily the IT department, led by Tobias, that operates the solution.

Automation is a natural next step, and there is great interest in using the platform's full potential. There is ongoing dialogue between Performance Metrics and the municipality to identify further needs and optimize daily operations.

At the same time, Maria emphasizes that the solution still has great potential. “We are not using the platform to its full potential yet. It is about prioritizing time and saying: Now we will do it.”

A solution that can inspire other municipalities and public sectors

Høje Taastrup Municipality's journey is a good example of how municipalities can digitize and streamline their telephony - without compromising on user-friendliness and operational reliability.

It is precisely the ease and intuitiveness of using Coherence that makes the solution applicable across professional groups – not just for technical profiles. As Maria herself proved as a project manager without a technical background, the platform can be easily implemented and operated widely in the organization.

“Everyone needs to save in the public sector – and here you can gain a lot by learning from each other's journeys and solutions,” says Maria.

The experiences from Høje Taastrup Municipality therefore constitute a valuable reference point for others facing similar challenges in the public sector.

Would you like to hear more about Høje Taastrup Municipality's experience?

Contact Performance Metrics to learn how Coherence can help your organization move forward.