About softphones

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). With softphones integrated into MS Teams, employees can access a unified platform for messaging, meetings and calls—reducing the need to switch between tools.

The adoption of softphones:

• enhances efficiency: By removing reliance on traditional desk phones and outdated infrastructure, employees can better focus on tasks and collaboration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

Why we are moving to softphones

The GC’s Chief Information Officer announced changes in Appendix E: Standard on Information Technology Provisions under the Directive on Service and Digital. Part of the changes—moving from 2 telephony services per GC IT user to 1—aligns with the GC’s focus on efficiency and spending less on government operations. This also supports SSC’s Enterprise Service Model, which aims to modernize and streamline IT services across the GC.

We will achieve this by:

• standardizing and consolidating services
• reducing duplication
• encouraging adoption of modern technologies
• simplifying funding and service delivery

To align with these changes, SSC established softphones as the default telephony service across the GC. Softphones will be deployed to all GC workers by December 31, 2025.