Communications and Productivity Service Project

Progress update - January 2026

In December, the Communications & Productivity Service Project team continued core project planning and agency readiness work, strengthened governance and communications, and advanced change-management deliverables. The team finalized the charter, continued drafting the Project Management Plan, expanded the project schedule, updated the monthly PMO status report, and began preparing Steering Committee materials.

Read the full Monthly Status Update.

Overview

Background

The Communications and Productivity Service consolidates multiple essential tools into a single, predictable offering. This initiative is designed to simplify agency operations, reduce costs, and align with statewide modernization priorities.

Starting July 1, 2026, Washington Technology Solutions (WaTech) is introducing the new Communication & Productivity Service that will combine Microsoft 365 Enterprise Shared Tenant, Teams Telephony, and eFax into one streamlined monthly service per Microsoft 365 G5 license.

By transitioning away from the legacy Avaya PBX system, the project will establish a modern platform that improves flexibility, scalability, and service delivery across Washington state government. Implementing a future-ready platform will support statewide modernization and cost savings initiatives. This project will utilize OCM principles, communications and engagements to help staff and external customers prepare for and adapt to the implementation of project objectives with minimal disruption.

Vision

To modernize the organization’s communication infrastructure by transitioning to a modern platform that improves flexibility, scalability, and service delivery across Washington state government.

Project goals

• Replace complex, variable billing with one predictable monthly charge for communication services.
• Reduce invoice confusion by cutting down line items so agencies can quickly understand what they are paying for.
• Make it easier to get help when something breaks by simplifying how communication services are supported.
• Give agencies the same service experience statewide instead of different offerings, rules, and processes.
• Bring voice, collaboration, and productivity services together into one Communication & Productivity Service.
• Keep life-safety phone services running without interruption, even as other systems change.
• Support agencies to move off legacy systems at a manageable pace while keeping required services in place during the transition.
• Shift most agencies to modern, cloud-based phone and contact center services that are easier to scale and maintain.
• Avoid surprises during the transition by providing clear timelines, regular updates, and one-on-one transition planning.

Key services

• Microsoft Enterprise Shared Tenant 
• Microsoft Teams Telephony 
• eFax 
• Long Distance 
• Workforce Identity and Access 
• Life-Safety PBX for $18.00 per license 
• WaTech Connect Contact Center (AWS service)

Specific service offerings and benefits

Watch this space for future updates.

Rate for Communications and Productivity Service