Construction & Property
Health and Safety Authority (HSA)
Innovation and Connectivity Through Technology Integration
The Health and Safety Authority (HSA) is Ireland’s national body for enforcing workplace health and safety legislation. Established in 1989 and headquartered in Dublin, the HSA supports employers, employees, and the self-employed across all sectors through guidance, training, and regulation. It plays a central role in improving workplace safety and risk management across the country.
In 2021, the HSA required a cloud-hosted communications and contact centre platform to replace its ageing telephony infrastructure. The new system needed to:
- Integrate fully with Microsoft Teams
- Support secure call recording, advanced routing, and real-time reporting
- Enable scalable remote working and role-based access
- Eliminate legacy hardware and ISDN dependency
- Be delivered with minimal user disruption
The platform had to support hybrid work models, meet compliance requirements, and align with the HSA’s digital transformation roadmap.
Our Solution
VEI Global deployed a cloud-based enterprise communications solution tailored to the HSA’s operational and technical needs.
Key components included:
- A hosted Session Border Controller (SBC) enabling Microsoft Teams Direct Routing, allowing all users to make and receive external calls via Teams
- Integration of Luware Nimbus, a native Microsoft Teams contact centre solution offering call routing, real-time analytics, and supervisor dashboards
- End-to-end system configuration, number porting, and user onboarding
- 24/7 monitoring by VEI’s Network Operations Centre (NOC) for continuous performance oversight
The Luware solution was embedded directly into the Teams interface, ensuring minimal change management and rapid adoption. No new hardware was required.
Project Timeline & Delivery
The rollout began in late 2021 and followed a clearly defined implementation plan:
- Discovery and planning phase: 3 weeks of workshops with HSA stakeholders
- SBC & Luware configuration: 6 weeks including testing and validation
- Final migration and onboarding: Completed in 2 weeks
- Total delivery time: 12 weeks from project initiation to go-live
There was zero service disruption during the transition. The HSA’s contact centre remained fully operational throughout, and internal teams were trained on new features using Teams-native interfaces. All changes were implemented seamlessly and remotely, without impacting day-to-day operations.
Project Outcomes
VEI Global delivered a future-ready, unified communications platform that:
- Removed reliance on ISDN lines and traditional handsets
- Enabled staff to make and receive calls via Microsoft Teams
- Gave contact centre teams access to real-time insights and performance tracking
- Supported secure, compliant call recording and improved operational reporting
- Enabled hybrid and remote working across departments
- Reduced telecom costs and improved management flexibility
With full integration, the HSA improved both internal workflows and public-facing service responsiveness—boosting visibility, control, and efficiency.
Why VEI Global?
The HSA selected VEI Global due to:
- Proven experience delivering enterprise-grade Microsoft communications solutions
- Ability to integrate Luware Nimbus directly within Teams without extensive retraining
- Deep understanding of public sector compliance and contact centre operations
- Strong track record of agile, responsive support
- A 24/7 NOC ensuring continuous monitoring and proactive issue resolution
- Collaborative, structured approach that aligned with HSA’s governance and IT policies
Our ability to implement without disrupting users and provide secure, scalable voice solutions across the entire organisation was central to our selection as delivery partner.
Collaboration & Stakeholders
VEI’s project team included:
- Pre-sales engineers to assess requirements and design the solution
- Microsoft Teams and voice specialists to configure and implement infrastructure
- Project managers to oversee the full delivery cycle
- NOC engineers to ensure uptime and post-deployment support
THE IMPLEMENTED SOLUTION
We worked closely with HSA’s internal IT and operational teams, ensuring full alignment on migration steps, security policies, and user experience. Luware’s vendor support team was also involved during advanced integration testing and validation.
This collaborative approach ensured a smooth rollout with strong stakeholder confidence and rapid user adoption.
VEI Global delivered a modern communications solution that transformed the HSA’s ability to serve the public, manage internal operations, and scale future needs.
ABOUT VEI GLOBAL
VEI Global is a market leader in providing innovative technology services and support solutions. We excel in delivering multi-site IT deployment projects across all sectors around the globe. Our focus is on providing the best support service capabilities, all requests are managed 24/7. We can handle any ICT challenges and are experts in networks, logistics, infrastructure and service delivery. A highly skilled and experienced IT team such as VEI can support businesses with all aspects of IT infrastructure projects, from reviewing your requirements, identifying the right solutions to suit your requirements and budget, right through to deployment and ongoing systems maintenance. This leaves you free to focus on what matters most—your business operations and business growth.
