Bridging Islands, Uniting People: Hawaii ETS Migrates to Microsoft Teams Phone
About This Project
Office of Enterprise Technology Services, State of Hawaii
Client
18,000
Employees supported across Hawai'i’s Executive Branch
Honolulu, HI
Location
Partner Technologies Used
Microsoft Teams Phone System, Microsoft Teams, Microsoft 365, Azure-based E911 services
Project Highlight
Migration to Microsoft Teams Phone modernized statewide communications for Hawai’i’s executive branch, improving collaboration across islands, strengthening emergency response readiness, reducing legacy telephony costs, and advancing ETS’s mission to expand shared services.
A Vision Rooted in Aloha
The State of Hawai‘i’s Office of Enterprise Technology Services (ETS), a division of the State Department of Accounting & General Services, stands at the crossroads of tradition and innovation. Guided by the spirit of aloha, a philosophy of kindness, unity, graciousness, humility, and perseverance, ETS is charged with enabling modernization in government operations while honoring the culture and needs of Hawai‘i’s people.
Led by CIO Christine Sakuda, Hawai‘i has embarked on a generational journey: migrating the state’s executive branch to Microsoft Teams Phone System. It’s a move that modernizes communications and advances ETS’s mission to maximize shared services, manage costs, and foster collaboration across the state’s government organizations throughout the Hawaiian Islands.
Challenges and Opportunities
When CIO Sakuda joined ETS, she inherited a unique set of challenges:
- Disparate, aging phone systems and fragmented communications infrastructure.
- Geographic isolation and mountainous topography present logistical challenges for statewide collaboration.
- Ensuring accessibility and equity for all citizens, including those with disabilities.
- Maintaining customer satisfaction without overwhelming a busy central IT team.
Teams Phone can solve many of those challenges. Yet, as CIO Sakuda asserts, “It is disruptive to modernize.”
A case for change arose when the analog phone lines went down in one of the state’s departments. The disruption was real, and so was the opportunity.
With the help of Microsoft and eGroup Enabling Technologies, the department enabled Teams Phone service. “Now, they're on the fast track to be one of the best success stories in the state of Hawai’i,” Sakuda said.
Their success accelerated Sakuda’s vision of an effective, resilient and responsive government by leveraging Teams Phone to leapfrog legacy barriers, unify communications, and deliver on ETS’s mandate to maximize shared services and manage taxpayer dollars.
Teams Phone can solve many of those challenges. Yet, as CIO Sakuda asserts, “It is disruptive to modernize.”
Christine Sakuda (CIO, ETS - State of Hawaii)
Supporting the Mission and Strategic Priorities
ETS’s mission is clear: “Advance operational excellence of government through trusted partnerships, shared resources, and technology leadership,” ensuring reliable, secure IT infrastructure and promoting innovative technology across the executive branch.
These priorities are not just technical; they underpin the state’s strategic priorities and address the unique challenges of serving an island state.
Teams Phone Enables:
– Seamless Collaboration Across Islands
Teams enables staff to call, chat, and collaborate from any location, bridging physical divides and fostering unity– a direct reflection of the Hawaiian value of lōkahi (unity and harmony).
CIO Sakuda noted, “Having technology like Teams Phone to connect with people when and where needed from any island has been a game changer for us.”
– Emergency Response and Resilience
The benefits extend beyond daily operations. “During times of emergency response, Teams Phone helps us to mobilize quickly,” noted Christine.
“If state employees across all islands are connected through technology like Teams Phone, we are more effectively able to respond to emergencies such as tsunamis, earthquakes, hurricanes, and wildfires.”
This aligns with ETS’s strategic goal to provide business continuity and resilience, ensuring that critical services remain available in times of crisis.
– Cost Savings and ROI
The migration to Teams Phone is not just about technology; it’s about stewardship. “Part of the potential ROI is the cost savings from replacing older phone systems with Teams Phone,” CIO Sakuda shared.
The state’s IT Consolidation Report reinforces this, noting that shared services are intended to “gain economies of scale and provide for a more efficient and secure use of technology and information.”
Success metrics focus on service quality and cost reduction.
“Part of the potential ROI is the cost savings from replacing older phone systems with Teams Phone.”
Christine Sakuda (CIO, ETS - State of Hawaii)
Success Stories
Attorney General’s and Department of Health
One of the most compelling success stories comes from the Department of the Attorney General. “They have become a big advocate of Teams Phone, and as a central service agency, their buy-in is big for the government enterprise,” Christine said.
This mindset is critical for ETS’s broader mission: “The success of Teams Phone helps with the mindset shift of change and to use new technologies to innovate.” illuminated Sakuda. “The AG’s office knows they can do it now, and that opens them up to a whole new world.”
“The success of Teams Phone helps with the mindset shift of change and to use new technologies to innovate.” illuminated Sakuda.
Brenden Kinoshita, the AG’s Administrative Services Manager confirms.
“The transition to the Microsoft Teams Phone System has been transformative for the efficiency of the Department's operations.” he said.
“It allows for greater in-house administrative and end-user management, seamless transitions of staff movements, and a single application integration accessible across multiple platforms: PC, handsets, or mobile, making for better collaboration and accessibility. Best of all, the enhanced capabilities have come with a significant cost savings to the Department compared to traditional telecommunication options.”
The department of health is experiencing similar success. Chief of the Health Information Systems Office Steve Sakamoto provided the following summary.
“The Hawai‘i Department of Health partnered with Microsoft and eGroup Enabling Technologies to pilot the Microsoft Teams Phone System, replacing legacy telephony with a modern, cloud-based solution. The project supported 200 users with planning, training, and E911 compliance. Its success paves the way for broader adoption across DOH programs, improving communication, reducing costs, and advancing statewide digital transformation.”
“The transition to the Microsoft Teams Phone System has been transformative for the efficiency of the Department’s operations.”
Brenden Kinoshita, (Administrative Services Manager, ETS - State of Hawaii)
Maximizing Shared Services
The migration to Teams Phone directly supports ETS’s mission to maximize shared services.
“A benefit of Teams Phone is that it is an enterprise service that ETS provides to the state departments,” stated CIO Sakuda.
“As funding gets more constricted, as the demand to collaborate and share information becomes more of an imperative, the expectation of the public is that government is coordinated and integrated. Tools like Teams help the state get coordinated and maximize the enterprise tools that it provides.”
The State IT Strategic Plan echoes this, with goals to “establish a collaborative statewide shared service strategy,” “Develop a cost-sharing approach to shared IT services,” and “Manage the statewide IT service catalog.”
All becomes easier as more departments migrate to Teams Phone.
Accessibility, Equity, and the Spirit of Aloha
ETS’s commitment to accessibility and equity is integral to every initiative. “Given the pervasive digital landscape, our goal is to ensure equitable access to state government for all individuals,” Christine explained.
“For citizens with disabilities, it is essential to have an accessible method to join Teams meetings, as they are not government employees. Teams provides a straightforward way to access public meetings and view live transcriptions in a secure way.”
This focus on inclusion is a direct reflection of the aloha spirit, which guides ETS’s values and approach.
“Given the pervasive digital landscape, our goal is to ensure equitable access to state government for all individuals.” Christine explained.
Future Roadmap and Expansion
Looking ahead, ETS is focused on expanding adoption and ensuring that every department is supported. “Over the next year, we’re implementing our roadmap for Teams Phone.”
This effort exemplifies ETS’s pursuit of the goals in the IT Consolidation Plan and State Strategic IT Plan to modernize enterprise infrastructure, enhance cybersecurity, and expand shared services.
“Over the next year, we’re implementing our roadmap for Teams Phone.”
Unified statewide communications across islands with Teams Phone System
Enhanced emergency readiness through resilient, cloud-based voice and collaboration tools
Reduced legacy telephony costs by consolidating services into one shared platform
A Model for Modern Government
The State of Hawai‘i’s migration to Microsoft Teams Phone is more than a technology upgrade; it is an example of how the government can maximize shared services, manage costs, and effectively serve the people of Hawaiʻi.
As CIO Sakuda reflected, “Teams Phone unites people together and enables collaboration.”
Hawai’i’s journey demonstrates that with vision, leadership, and a commitment to shared values, technology can be a force for unity, resilience, and progress.
“For citizens with disabilities, it is essential to have an accessible method to join Teams meetings, as they are not government employees. Teams provides a straightforward way to access public meetings and view live transcriptions, in a secure way.”
Christine Sakuda (CIO, ETS - State of Hawaii)
How eGroup Can Help You Too
eGroup helps state and enterprise teams modernize voice, reduce telephony costs, and strengthen collaboration with Microsoft Teams Phone.
If you’re ready to retire legacy systems or scale shared services, our experts can guide your next steps with confidence.
