{"id":2544,"date":"2026-05-29T16:40:12","date_gmt":"2026-05-29T06:40:12","guid":{"rendered":"https:\/\/www.access4.com\/uk\/?p=2544"},"modified":"2026-06-10T11:06:28","modified_gmt":"2026-06-10T01:06:28","slug":"baycom-transforms-local-council-communications","status":"publish","type":"post","link":"https:\/\/www.access4.com\/uk\/baycom-transforms-local-council-communications\/","title":{"rendered":"BayCom Transforms Local Council Communications"},"content":{"rendered":"\n
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\u2018We switched over at 8am with no complaints because everyone could just work as usual.\u2019\u00a0<\/p>\n<\/blockquote>\n\n\n\n

\u2014Andrew Bluett, Information Services Manager, Kawerau District Council\u00a0<\/em><\/p>\n\n\n\n

Background<\/h2>\n\n\n\n

Kawerau District Council is the smallest local government in New Zealand by land area, located in the Bay of Plenty region of the North Island. The Council serves approximately 2,700 residential ratepayers, 250 commercial and industrial organisations, and several rural and lifestyle properties. <\/p>\n\n\n\n

With around 90 full-time employees operating across multiple sites \u2014 including a head office, operations depot, information centre, aquatic centre, library, wastewater treatment plant, solid waste transfer station and accommodation lodge \u2014 the Council supports a diverse range of community services and critical infrastructure. <\/p>\n\n\n\n

Changes in working patterns following the pandemic, alongside shifting customer expectations and service delivery requirements, prompted the Council to reassess how it communicated with both staff and the wider community. <\/p>\n\n\n\n

We spoke with Andrew Bluett, Information Services Manager from Kawerau District Council, to get an understanding of how their relationship with BayCom helped them streamline communication. <\/p>\n\n\n\n

The Challenge<\/h2>\n\n\n\n

Modernising communications had been a priority for the Council since the pandemic began. However, progress was limited by ageing copper-based infrastructure and inconsistent mobile coverage, particularly across rural and remote locations. <\/p>\n\n\n\n

The need for reliable communications became even more urgent following a series of high-rainfall events in 2022 and 2023, which highlighted the importance of dependable systems for civil defence and emergency management. <\/p>\n\n\n\n

A major turning point came with the upgrade of terrestrial services from copper to fibre, combined with the introduction of Starlink connectivity for remote sites. With the right connectivity in place, the Council was finally able to move forward with a modern, cloud-based communications approach. <\/p>\n\n\n\n

The Access4 Partnership<\/h2>\n\n\n\n

BayCom, a long-term technology partner to the Council, was engaged in 2023 to assess and trial potential solutions. Trust and proximity were key considerations. \u2018We wanted someone who, if everything stopped, would be close enough to assist us,\u2019 Bluett explained. <\/p>\n\n\n\n

While several options were explored, concerns remained around call quality in rural locations and the usability of app-only or PC-based calling solutions. \u2018I\u2019ve seen many councils struggle with moving from desktop phones to PC-based apps. Many users found it difficult to adjust,\u2019 he noted. <\/p>\n\n\n\n

BayCom recommended Access4\u2019s SASBOSS\u00ae platform, which performed strongly during trials and addressed concerns around call quality, flexibility, and resilience. Bluett said the ability to route calls over the open internet aligned directly with the Council\u2019s business continuity requirements. \u2018Staff can simply unplug their desk phone, take it home or to another location, plug it into an Internet router, and continue their calls.\u2019 <\/p>\n\n\n\n

Business Outcome<\/h2>\n\n\n\n

The transition to Access4 was carefully planned and executed, with BayCom pre-configuring the system and providing onsite support during the cutover. As Bluett explained, the switchover was seamless. \u2018We switched over at 8am with no complaints because everyone could just work as usual. That\u2019s huge. I\u2019ve never had a telephony rollout like that. It\u2019s normally a nightmare.\u2019 <\/p>\n\n\n\n

Moving to a cloud-based platform also allowed the Council to decommission rack-mounted infrastructure. Bluett said this significantly reduced complexity and power consumption. \u2018It resulted in a significant reduction of equipment required in the server room \u2013 we just pulled it out and will never need it again.\u2019 <\/p>\n\n\n\n

While still early in the transition, the Council expects further operational and cost efficiencies as the platform continues to be embedded across services. <\/p>\n\n\n\n

Staff Outcomes<\/h2>\n\n\n\n

Access4\u2019s flexibility proved particularly valuable at remote sites, including the Council\u2019s solid waste transfer station, previously constrained by a long copper connection. By deploying Starlink alongside an Access4-enabled desk phone, staff were able to make and receive calls seamlessly. \u2018With Starlink on the roof and this telephony product, we\u2019re in action, simple as that.\u2019 <\/p>\n\n\n\n

Bluett said this ensured staff remained supported regardless of location, while meeting health and safety requirements. \u2018It just works perfectly and means our staff are fully supported even at this more remote area \u2013 an essential requirement to meet our Council\u2019s health and safety standards.\u2019 <\/p>\n\n\n\n

Conclusion<\/h2>\n\n\n\n

A standout benefit of the Access4-powered solution has been the introduction of call reporting and live analytics through iCallSuite. Previously, the Council relied on expensive add-ons to gain even basic visibility into call performance. <\/p>\n\n\n\n

Now, Bluett said, access to real-time data has transformed how the organisation understands demand and allocates resources. \u2018Once you understand your business, you can ensure that resourcing is effective in the right areas and meets our customers\u2019 needs.\u2019 <\/p>\n\n\n\n

With clear visibility into call volumes, call duration and demand patterns, the Council can benchmark performance, plan future capacity, and improve customer service outcomes. <\/p>\n\n\n\n

\u2018It\u2019s proving a great investment. We can measure our current performance and plan for future needs of our organisation. It\u2019s helping us effectively serve our community.\u2019 <\/p>\n","protected":false},"excerpt":{"rendered":"

With an Access4-powered solution, BayCom delivered better connectivity and improved service.<\/p>\n","protected":false},"author":6,"featured_media":2607,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9],"ac4-products-tag":[],"academe-tag":[],"category-broad":[],"event-tag":[],"industries-tag":[],"partner-tag":[],"pillar":[],"product-related-tag":[],"themes-topics-tag":[],"vendor-tag":[],"class_list":["post-2544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t