The Home Office streamlines and secures communications with Microsoft Teams Phone

The UK Home Office, a critical government department responsible for national security and public safety, aimed to modernise its communication systems and streamline workflows.

To achieve this, continue expanding its capabilities and fostering innovation, the Home Office partnered with Microsoft, Colt, and Netcompany to implement Microsoft Teams Phone.

This transformative initiative, alongside the full utilisation of Microsoft 365 E5, has enhanced productivity, improved collaboration, ensured robust security, and ultimately enabled Home Office to deliver more efficient public services.

“Working with Microsoft is not just about adopting new technologies—it’s about reimagining how we work, connect, and serve the public.”

Robbie Warwick, Head of the Voice and Video Products, Home Office

The UK Home Office, a critical government department responsible for national security, public safety, and essential services such as immigration, counter-terrorism, crime prevention and fire and rescue. Given its significant impact on both security and economic prosperity, the Home Office relies on a robust and resilient IT infrastructure to fulfil its mission effectively.

To maintain its operational excellence and better serve the public, the Home Office embarked on a transformative journey to modernise its communication system. This initiative led to the adoption of Microsoft technologies, the collaboration with Netcompany, a leading international IT services company and Colt, a global digital infrastructure provider. Together, Microsoft, Netcompany and Colt have empowered the Home Office with innovative solutions, resulting in streamlined workflows and enhanced service delivery.

Securing the nation with communication

In the critical domain of national security and public safety, effective communication serves as the cornerstone of the Home Office’s operations. From managing urgent incidents to coordinating across a vast array of responsibilities, the department relies on its communication systems to remain agile and responsive.

With nearly one billion minutes of audio calls and conferences annually—60% of which incorporate video—the Home Office operates an extensive and dynamic communication network. This infrastructure ensures that critical information flows uninterrupted, enabling real-time decisions and seamless collaboration across teams.

“Our communication infrastructure is the backbone of our operations,” says Robbie Warwick, Head of the Voice and Video Products at Home Office. “It ensures we can respond swiftly to challenges and collaborate effectively across all areas of responsibility.”

Given the critical nature of these services, the quality of the tools used by the Home Office is paramount. By continually enhancing its communication capabilities, the department ensures that its users can operate securely and effectively.

"Our service users can be in life-threatening situations, so it's vital we get it right. When technology operates seamlessly—so much so that no one notices—it means it's working," adds Robbie Warwick.

Forging a strategic relationship with Microsoft

In 2018, the Home Office partnered with Microsoft to modernise its communications by adopting Skype for Business.

“We selected Skype for Business because it was the most advanced solution, capable of meeting the Home Office’s complex needs, available at the time,” explains Robbie Warwick.

This decision marked a pivotal milestone in enhancing the department’s communication infrastructure and showcased the transformative potential of technology in strengthening the Home Office’s operational resilience. For four years, the Skype for Business service—delivered in conjunction with Colt and their third-party supplier—supported the department’s telephony needs. Its successful implementation not only streamlined communication but also laid the foundation for a trusted and evolving partnership with Microsoft.

Recognising the potential for further innovation, the Home Office explored additional opportunities within Microsoft’s ecosystem.

A desire to leap forward

This led to the next strategic evolution—fully transitioning to Microsoft Teams Phone.

Since 2020, Microsoft Teams had been partially in use, running in Islands mode primarily as a collaboration tool while Skype for Business remained the core telephony solution. Recognising the need to consolidate licensing, streamline infrastructure, and eliminate duplication within the Skype for Business environment, the Home Office identified migration as a priority.

“With Microsoft Teams Phone, we saw immense potential to transform the way we worked, creating a more unified and adaptable environment for collaboration,” recalls Robbie Warwick.

The move played a key role in justifying the upgrade to Microsoft 365 E5, unlocking enhanced security, compliance, and operational benefits.

“The tools within Microsoft Teams Phone enabled our users to work smarter and ensure that everyone has what they need to succeed.”

Robbie Warwick, Head of the Voice and Video Products, Home Office

Delivering change with speed and accuracy

The Home Office adopted a bold and innovative approach to its transition to Microsoft Teams Phone, prioritising speed and precision over a gradual migration process. Rather than phasing the transition over months, the team chose to embrace a compressed timeline that minimised disruption while maintaining operational security.

“While many might prefer a longer transition period to minimise risk, we knew that embracing positive risk was key to fostering innovation,” explains Robbie Warwick.

The meticulously planned migration was executed in just eight working days, ensuring that essential services remained uninterrupted.

Robbie Warwick reflects on the approach: “By tackling everything at once and focusing our resources on a quick resolution, we aimed to deliver the highest quality service to users. We weren’t going to run systems side by side, as delaying would only prolong the complexity associated with the change for users. Instead, we prioritised automation and speed, ensuring the change-effort stayed within the technology teams.”

The process began with a pilot project involving a small, mixed group of 500 users, selected to identify potential issues and refine the migration strategy.

“We started with a smaller, straightforward group, which gave us the opportunity to resolve any issues before tackling the larger, more complex groups,” shares Martin Townshend, Programme Manager & Delivery Lead at Netcompany.

Following the pilot’s success, the migration accelerated rapidly. The first wave transitioned 500 users, followed by a two-day pause to assess and refine the process. Next, 10,000 users were migrated in a single night, with a break day before moving to an even faster pace—20,000 users per night for the next three consecutive nights. The entire migration was completed within a week.

“The pace was aggressive, and it worked because we focused on automation and ensured everything was tracked meticulously,” notes Robbie Warwick. “If I had the chance again, I’d have escalated the rings even faster.”

Leveraging automation to accelerate migration

Automation was pivotal to the Home Office’s successful migration to Microsoft Teams Phone.

“My mandate was clear: complete the migration quickly and fully automated,” explains Robbie Warwick. “I didn’t want to rely on manual processes or copy data from spreadsheets. Every step, including communications, was automated to ensure efficiency.”

A standout feature of the automation strategy was the Migration Communication Bot, which was embedded directly into the migration script. As soon as a user’s migration process began, the bot sent a real-time message via Teams Chat, informing them that their migration had started and outlining the next steps. This ensured that critical information was available precisely when and where users needed it.

“The bot ensured that users had all the information they needed at the right time,” says Robbie Warwick. “It was seamless and user-centric. Instead of relying on static spreadsheets, we communicated in real time, instantly adjusting migrations as needed.”

A second script continuously checked for provisioning task completion. Once the migration was finalised on a user-by-user basis, it triggered another automated message, notifying users that Skype for Business would no longer reopen after their next reboot. The message provided clear guidance on how to make calls in Teams, included a direct link to further support resources.

By scripting the entire user experience, the Home Office ensured that users received the right information at the right time, delivering personalised experience while enabling a smooth, fully automated transition.

"I was delighted to see my lead engineer tackle this challenge head-on, working closely with Microsoft, Netcompany, and Colt to develop effective PowerShell scripts that drove the migration and real-time, hyper-personalised status communications," shares Robbie Warwick. "As we often do, we waived our intellectual property rights on the code, allowing other organisations to benefit from these solutions as well."

“The team continually adapted and re-validated the technical approach as new Microsoft features were made available. One of these enhancements enabled automated bulk sign-in of handsets at scale, which meant that most end users would have been unaware of the migration taking place and provided a much more seamless user experience,” adds Martin Townshend.

The power of teamwork: yielding results with Microsoft and partners

The Home Office’s migration to Microsoft Teams was a seamless collaboration between Microsoft, Netcompany, the internal Home Office team and Colt. Microsoft provided critical technical support and strategic guidance throughout the transition.

“Microsoft worked closely with us to understand limitations and unblock issues,” recalls Robbie Warwick. “They were committed to building a high-quality, long-term solution.”

Netcompany, a leading international IT services company, and the Home Office’s delivery partner, played an equally vital role by managing end-to-end project delivery.

“Netcompany’s expertise in project delivery was key,” shares Martin Townshend. “We ensured everything stayed on track and aligned with Home Office goals.”

This collaborative effort ensured a successful transition of 63,000 users, 5,000 appliance accounts, and 700 meeting room accounts across over 200 sites—all without high-severity incidents or need for follow-up actions.

“This was a true team effort,” says Robbie Warwick. “The collaboration with Microsoft and Netcompany allowed us to navigate challenges efficiently and helped us work as an intelligent client alongside our partners, Colt and their third-party supplier. We couldn’t have achieved this alone. Working on such a reputation-sensitive project, it was incredible to have all those teams united and working towards a shared goal.”

Positive feedback reflects migration success

The success of the migration was reflected in the overwhelmingly positive feedback from users. Post-migration surveys revealed a 97% satisfaction rate and an impressive Net Promoter Score (NPS) of 9.8.

“Users were impressed by how smoothly everything transitioned,” says Robbie Warwick. “The high satisfaction scores demonstrate that our focus on user experience paid off.”

The positive response extended beyond the migration itself, continuing as employees integrated the technology into their daily work.

Elevating efficiency

By leveraging Microsoft Teams Phone, the Home Office has transformed the way employees manage their workloads. The seamless connection between voice, video and messaging has eliminated inefficiencies, enabling teams to work more effectively across departments.

"The tools within Microsoft Teams Phone enabled our users to work smarter and ensure that everyone has what they need to succeed,” confirms Robbie Warwick.

Teams Premium extends these capabilities by optimising workflows and enhancing meeting experiences. Features like intelligent recap and AI-generated meeting notes ensure that employees can focus on strategic work rather than administrative tasks. The integration with Teams Phone means that users can seamlessly switch between calls, video meetings and messaging—improving accessibility, whether in the office or remote.

Microsoft 365 Copilot has also become a valuable asset, providing AI-driven support to help employees stay organised. It summarises meetings, generates follow-up tasks and offers real-time insights, improving decision-making and time management.

“Copilot is like a coach in the room,” says Robbie Warwick. “It keeps track of conversations, flags key action points, and even helps create more balanced discussions. It’s been eye-opening for me and many others—it encourages us to step back, listen more, and create space for diverse perspectives.”

Enhancing collaboration and flexibility

By harnessing the full capabilities of Teams Phone, Teams Premium and exploring the potential of tools like Copilot, the Home Office is driving smarter ways of working—ensuring employees have the right tools to communicate and collaborate. Key features such as video communication, mobile accessibility and integrated tools have made teamwork more responsive to real-time needs.

“The impact of video communication has been transformative,” mentions Robbie Warwick. “In many ways, the Teams experience surpasses in-person meetings. You can see everyone talking, observe their reactions, and even engage in conversations or simultaneous reactions.”

This flexibility has been particularly valuable in the field. Previously, employees would rely on static images sent via email to report issues. Now, with Teams video calls, they can provide live visual updates, explain issues in real time and receive immediate feedback—all from their smartphone or other connected devices.

“With Teams deployed on every endpoint, employees can instantly switch between devices, ensuring they’re always connected when needed,” adds Robbie Warwick. “This unified communication approach has improved responsiveness, making collaboration faster and more effective across the organisation.”

Increased cost efficiency

The adoption of Microsoft Teams Phone has significantly reduced operational costs. By consolidating platforms and extending the life of desk phone services through the Microsoft SIP Gateway, the Home Office has achieved substantial savings.

“Efficient spending is always important,” explains Robbie Warwick. “As Heintzman and Marson describe, in the public sector value chain, confidence is built on employee and customer experience. Our priority is ensuring seamless operations while optimising resources to maintain trust in the services we provide.”

These cost-saving measures have also allowed the department to allocate resources to more impactful areas, reinforcing its commitment to delivering exceptional value for the public.

Fostering accessibility and inclusivity

Microsoft Teams Phone has transformed communication within the Home Office by providing enhanced accessibility and inclusivity features, ensuring all employees can participate effectively.

Robbie Warwick shares a particularly inspiring story: “A profoundly deaf colleague was able to fully participate in meetings for the first time thanks to video communication and lip-reading. Later, as we implemented captioning features, her experience became even more inclusive.”

To further support employees with different accessibility needs, the Home Office has implemented tailored solutions such as Bluetooth streamers and HP Poly headsets designed for users with hearing aids. These innovations have been widely praised for improving communication and ensuring an inclusive work environment.

Additionally, features like as captions and AI noise suppression. have greatly benefited employees with ADHD by enhancing focus and minimising distractions.

“As someone with ADHD, I personally value features that reduce distractions,” adds Robbie Warwick. “What stands out to me is how closely Microsoft listens to feedback and actively improves its technology. I’ve had in-depth discussions with industry leaders from Microsoft's Executive team, who don’t just advise on how to adopt their tech—they genuinely listen and come back later with real improvements.”

This ongoing collaboration has played a key role in making Teams a more inclusive platform, ensuring accessibility features continue to evolve to meet diverse user needs.

Expanding the use of Microsoft technologies

The Home Office continues to expand its adoption of Microsoft products, with Teams Phone Mobile (TPM) leading the way as a transformative addition to its communication toolkit. As the first UK government organisation to adopt TPM, the Home Office has revolutionised telephony by integrating SIM-enabled smartphones with Teams’ backend infrastructure.

This deployment was made possible through the Home Office’s strong partnerships with another global telecom provider, ensuring a flexible, resilient and scalable telephony solution. While Colt’s Direct Routing as a Service (DRaaS) remains the primary telephony platform, the ability to integrate multiple telephony services within Microsoft Teams offers significant advantages in flexibility, operational resilience and cost efficiency.

“Teams Phone Mobile has unlocked incredible flexibility,” shares Robbie Warwick. “Features like escalating a standard phone call into a Teams meeting without interruption and real-time status updates have been game changers. The seamless integration has allowed us to optimise user experience while gaining detailed call metrics to resolve issues faster.”

This innovative use of TPM reflects the Home Office’s dedication to leveraging Microsoft technologies to modernise and streamline its operations, ensuring a more efficient and connected workforce.

Exploring future opportunities with Microsoft

Looking ahead, the Home Office is enthusiastic about deepening its collaboration with Microsoft and embracing innovative technologies to further enhance its operations.

“We’re only just scratching the surface of what’s possible with Microsoft tools,” says Robbie Warwick. “The potential to revolutionise how we work and serve the public is incredibly exciting.”

The Home Office is focused on expanding its use of Microsoft Teams Premium, leveraging features like transcription services, Microsoft Places, Teams Live Events and Townhall (supported by the Microsoft eCDN) to enhance collaboration and streamline operations. Additionally, the organisation wants to explore the Teams Queues app to bridge the gap between interactive voice response (IVR) systems and full-scale contact centre solutions.

There are also plans to utilise the capabilities of Microsoft 365 Copilot, with over 1000 licenses currently in use as part of a proof-of-concept phase.

“I think that the work Microsoft is doing with AI is remarkable,” says Robbie Warwick. “Copilot is already transforming the way I work. I’ve been closely following our collaboration team’s implementation project, and it will be exciting to see how different teams can benefit from it as well.”

Beyond Microsoft 365 Copilot, the Home Office is actively exploring advancements in AI and other cutting-edge technologies through ongoing discussions with Microsoft. Areas of focus include Azure OpenAI Service, Azure Stack, and Security Copilot, underscoring the organisation’s commitment to leveraging innovation to achieve operational excellence.

As the Home Office continues to innovate, its partnership with Microsoft, Netcompany and Colt remains vital to delivering exceptional public service, setting a great example of driving the full benefits of the licensing in order to realise value.

Robbie Warwick captures the organisation’s forward-thinking approach: “Working with Microsoft is not just about adopting new technologies—it’s about reimagining how we work, connect, and serve the public.”

*Editor’s note: Home Office, Colt and Netcompany comments provided December 2024 – February 2025.

“We’re only just scratching the surface of what’s possible with Microsoft tools. The potential to revolutionise how we work and serve the public is incredibly exciting.”

Robbie Warwick, Head of the Voice and Video Products, Home Office