How the City of Tukwila moved off a legacy phone system onto Microsoft Teams Voice.

City of Tukwila serves a diverse community in Washington State and supports more than 300 phone users across its departments. As part of an ongoing modernization push, the city set out to simplify communications and bring calling into the Microsoft ecosystem it already runs on.

A separate phone platform meant one more system for IT to manage.

City of Tukwila ran its calling on a cloud-based Mitel system that lived apart from Microsoft 365. Employees moved between separate tools for calling, chat, and collaboration, and IT carried the added weight of keeping both platforms running side by side.

The IT team wanted to move to Microsoft Teams Voice and fold licensing, management, and the day to day user experience into one Microsoft platform. They knew the environment well enough to run it themselves long term, but needed a partner who could move fast, keep risk low, and get the migration done without signing the city up for ongoing managed services.

A guided migration to Teams Voice, with the training to run it solo.

TrustedTech built the migration around a team that was going to own the environment after go-live. That meant a hands-on deployment paired with the documentation and training the city needed to manage Teams Voice on its own.

• Migration from the Mitel platform to Microsoft Teams Voice
• A deployment plan built to avoid the delays of a self-managed rollout
• Call routing, phone trees, and greetings handed to departments instead of routing through IT
• Call analytics and reporting built into the new environment
• Documentation and training for the city's IT team after deployment

One communications platform, and a team ready to run it.

1. Unified communications

   Voice, chat, and collaboration now live inside Microsoft Teams, so city employees use one interface instead of switching between systems throughout the day.

2. Faster deployment

   TrustedTech guided the migration, which let the city avoid the extended timelines and overhead that come with a self-managed rollout.

3. Departments in control

   Call routing, phone trees, greetings, and workflow changes now happen at the department level, and new call analytics give departments visibility into volume that wasn't there before.

4. A team ready to run it alone

   Training and documentation left the city's IT team confident managing and optimizing the Teams Voice environment on its own.

A phone system built to grow with the city, not against it.

Before the migration, City of Tukwila's IT team split its attention across two platforms just to keep basic communication running, and every workflow change meant a ticket to IT.

With Teams Voice in place, the city has one Microsoft-based system to manage, departments that can adjust their own call settings, and a team that came out of the project trained to run the platform on its own.