South Dublin County Council (SDCC)

To modernise communications systems, improve remote work capabilities, and enhance customer service.

South Dublin County Council (SDCC) serves a population of nearly 280,000 residents across an area of 223 km², delivering critical public services and infrastructure. As part of its digital transformation strategy, SDCC sought to modernise its communications systems, improve remote work capabilities, and enhance customer service.

In 2021, SDCC engaged VEI Global to lead a comprehensive migration to Microsoft Teams, including the deployment of a native contact centre solution optimised for flexibility, scalability, and ease of use. A top priority was ensuring zero disruption to day-to-day operations and continuity of public services during the migration.

The project required:

• Migration from legacy voice systems to Microsoft Teams
• Integration with existing Microsoft 365 (O365) environment
• Deployment of a native contact centre solution
• Enablement of flexible, hybrid work across departments
• Seamless transition with minimal disruption
• Training and support for staff adoption

SDCC selected Luware Nimbus as its preferred contact centre solution. Fully integrated with Microsoft Teams, Nimbus provides cloud-first agility, advanced call routing, queue management, and intuitive interface, all key to maintaining a high standard of public engagement.

Our Approach

SDCC selected VEI Global for our track record of successful digital transformations in the public sector. Our expertise in Microsoft Teams, cloud-based contact centre integration, and change management made us an ideal partner.

Key differentiators included:

• A step-by-step migration strategy aligned with SDCC’s operations
• Deep knowledge of Microsoft’s ecosystem
• Proven ability to collaborate with internal teams and third-party providers
• Commitment to long-term value, not just short-term fixes

VEI Global began with a phased migration strategy. The first step integrated SDCC’s existing technology stack with Microsoft 365, allowing for a smooth transition with no service interruptions. This transitional approach helped staff adapt to the new platform while preserving existing workflows.

Next, VEI Global implemented Luware Nimbus, delivering a scalable and intuitive contact centre experience. Nimbus was chosen for its seamless Teams integration, ability to support hybrid work, and flexibility in managing agent and queue-based interactions.

Throughout the project, VEI Global collaborated closely with SDCC’s IT leadership, communications teams, and internal stakeholders. 

Our project team included a dedicated Solutions Architect, Project Manager, and Implementation Engineers, supported by Luware as the platform partner.

The primary challenges included:

• Ensuring zero downtime for essential services during migration
• Maintaining customer service levels throughout the transition
• Migrating to a fully cloud-based environment
• Achieving high staff adoption of new technologies

VEI Global overcame these challenges by:

• Leveraging SDCC’s existing Microsoft 365 investments
• Offering customised training and onboarding
• Carefully planning the shutdown of legacy systems
• Implementing Luware Nimbus for its user-friendly, Microsoft-certified platform

The result was a future-ready, cloud-optimised solution that supported SDCC’s digital transformation goals.

The Result?

The four-month rollout delivered:

• A fully integrated Microsoft Teams environment
• A native contact centre solution with full compliance and advanced reporting
• A platform that supports hybrid work and scalable operations
• Enhanced public service delivery through faster, more reliable communications
• Reduced infrastructure complexity and lower operational costs

Staff can now collaborate and respond to queries more efficiently. Real-time data insights from Luware Nimbus allow SDCC to make informed decisions, allocate resources effectively, and continuously improve public engagement.