Softphones

Transforming Government of Canada communication

Shared Services Canada (SSC) is modernizing the Government of Canada’s (GC) telephony services to generate significant cost savings, streamline communication and enhance service delivery for Canadians. This initiative equips public servants with secure, efficient and cost-effective tools to support their work.

Overview of softphones and how they help

Softphones are software-based calling solutions integrated with Microsoft Teams. They enable employees to make and receive calls over the Internet using GC-approved devices. Softphones deliver communication through secure GC networks, as well as through Internet and vendor networks to the Public Switched Telephone Network (PSTN). This allows:

• a seamless and unified communication experience
• fewer disruptions to workflow, especially in hybrid or remote work settings. For example:
  • In a time crunch, an employee can assign a delegate (colleague) to share their line. This allows the delegate to answer and make calls on another employee’s behalf
  • Softphones streamline teamwork by integrating with other desktop tools, such as Microsoft Teams, facilitating smooth communication and collaboration
• an environmentally friendly alternative to outdated hardware-based phone systems

This transition empowers employees to communicate effectively, whether in the office or working remotely, while maintaining security and confidentiality.

Measurable progress with telephony modernization

The adoption of softphones is driving real results across the GC by:

• enhancing efficiency: By removing reliance on traditional desk phones and outdated infrastructure, employees can better focus on tasks and collaboration
• cutting costs: Softphones rely on devices already in use, saving money on hardware, landlines and mobile plans
• supporting flexibility: Public servants can stay connected, regardless of location, supporting hybrid and remote work models
• reducing environmental impact: The use of existing resources and mobile device recycling initiatives minimizes e-waste and aligns with sustainability goals

Responsible transitions that meet employee and operational needs

Each department, led by its Chief Information Officer, plays a key role in ensuring the transition to softphones is both responsible and effective. This includes assessing roles and determining the appropriate telephony solution based on operational needs. A mobile device will be issued only for profiles that require one for their job functions.

In cases where a mobile device is no longer operationally necessary, employees will be asked to return their mobile phones. SSC will assess these devices to:

• refurbish or reuse them to reduce resource waste
• recycle them responsibly to minimize environmental impact
• redirect them to community initiatives, contributing to positive social and environmental outcomes

Key considerations for employees transitioning to softphones

• Softphones first: Employees transitioning to flexible telephony systems can rely on softphones as their primary tool by December 31, 2025
• Secure networks: Public servants can trust that softphones operate on secure GC networks
• Reclaim unused devices: Employees returning mobile devices contribute to sustainability efforts, helping reduce costs and environmental impact

Privacy and security employees can count on

The softphone service is built with security in mind, with multi-factor authentication and secure cloud technology that meets GC security standards. Softphones offer enterprise-grade features to provide integrated desktop tools, proactive monitoring and strong safeguards that meet GC security requirements.

Using softphones: What to know

• GC devices only: Softphones are available exclusively on GC-issued and managed devices. Employees will not be required to install softphone software on personal devices
• Use in Canada: GC devices must remain in Canada unless pre-authorized for official business travel abroad
• Stay secure when travelling: When planning to use a GC device outside of Canada, employees must consult their departmental security team for advice and a risk assessment to ensure the device stays secure

What this transformation means for Canadians

Modernizing telephony services isn’t just about technology—it’s about outcomes. Public servants equipped with the right tools can focus on what matters most: delivering high-quality services efficiently to Canadians.

Here’s how this benefits Canadians:

• Improved service delivery: Faster, more efficient communication tools mean public servants can work better together to meet the needs of citizens
• Responsible use of resources: Cutting costs and reducing e-waste ensures taxpayers’ money is used wisely while promoting sustainability
• Future-ready public service: Advanced telephony services keep the GC agile and adaptable in its commitment to serve Canada in a rapidly changing world