Case Study

From managing housing departments to transforming customer service, running a city is far from straightforward. Keeping pace with constant change, Mitel powers the City of Mesa with a stable, flexible communications infrastructure that is built to keep public services seamlessly connected, 24 / 7.

For most account managers, overseeing a large enterprise deployment is a matter of metrics, support tickets and contract renewals. But for Charlie Haynie, National Account Manager at Mitel, managing the unified communications infrastructure for the city is deeply personal.

The place where he grew up is now the very city he supports on a professional basis.

“ This account is a little piece of home for me,” admits Charlie.“ We are talking about a real-life city organisation that serves real people. Its success is personal.”

A municipality level of scale

The City of Mesa operates a highlycomplex environment comprising more than 15 distinct departments and roughly 4,000 stations.

Unlike standard corporate landscapes where workflows are relatively uniform, a municipality requires a massive, distributed ecosystem. This setup must simultaneously cater to desk-bound administrative staff and a highly-mobile frontline workforce managing everything from public works to parks and recreation. For more than a decade, Mitel’ s OpenScape platform has served as the communication backbone of this city-wide network.

The core objective is straightforward yet critical: ensuring the right person can always be reached, regardless of their location or device. Whether a resident is calling about a water outage, a road hazard or a building permit, the communication must be flawless.

As Charlie puts it:“ Cities can’ t have bad days.” When unexpected events or regional emergencies strike, the pressure on public infrastructure intensifies to maintain smooth operations.