Case Study: City of Charles Sturt achieves improved flexibility and productivity with Mitel Unified Communications

City of Charles Sturt improves flexibility and productivity with Mitel Unified Communications

The City of Charles Sturt is a local government region in Adelaide serving over 100,000 residents with about 450 staff across the Civic and Beverley Centres, four branch libraries and several community facilities. Council sought to improve communication between offices and streamline customer service delivery by adopting a flexible, future‑proof communications platform.

After a competitive tender the Council deployed a Mitel Unified Communications solution (MiVoice Business, Contact Center Enterprise, Intelligent Queue and Live Business Gateway) across its private IP WAN, with primary and secondary controllers and Mitel 5360 IP phones. The rollout delivered a single organisation‑wide employee directory, presence integration with Microsoft applications, automated reporting, improved queue visibility and failover resilience—boosting contact centre flexibility and customer service efficiency without increasing budgeted costs.

City of Charles Sturt

Janelle Sollitto

Acting Manager, IS