Government solutions: Overview · AI · Security Systems · IT Services · Cybersecurity & Compliance · Communications

Government Phone Systems and Communications

When residents call city hall, the county clerk or a state field office, the phone system is the agency. Long holds, dropped transfers and voicemail boxes that are always full erode trust quickly. Many agencies are still running aging on-premises phone systems that are expensive to maintain and hard to support with a small IT team. And the phone line is often the most practical first place to put AI to work for residents. BTI replaces old systems with cloud voice that works inside Microsoft Teams, answers after hours with governed AI, and routes residents to the right department the first time.

This page is part of BTI's connected technology solutions and advisory services for government. BTI supports many government agencies.

Request a Free Phone System Assessment Buy Through Our GSA Schedule Call 800-435-7284

How to Buy from BTI

Federal agencies buy BTI phone systems and security systems. State, county and municipal agencies and special districts can buy the full BTI stack, including managed IT, cybersecurity, governed AI, phone systems and security systems.

Federal agencies (phone and security systems)

GSA Schedule: order phone systems, security systems, parts and support or service agreements through BTI's GSA Multiple Award Schedule contract 47QTCA21D00BA. → GSA contract details
GSA eBuy: send your RFQ to BTI through GSA eBuy and we will respond with an itemized quote.
Through a prime: BTI teams as a subcontractor with service-disabled veteran-owned (SDVOSB) and other small business primes on phone and security scopes.

State, county and municipal agencies

GSA Schedule: state and local agencies in any state can order BTI managed IT, cybersecurity, phone systems and security systems through GSA contract 47QTCA21D00BA where GSA Cooperative Purchasing allows.
California public buyers: CMAS and TESMA contracts (California only). → Contract details
Outside California: we work with your procurement process, including RFPs and bids, written quotes under your purchasing thresholds, and piggyback purchasing where your rules allow it.
Grant-funded projects: scopes, quotes and documentation organized to match your grant budget and reporting.

For procurement officers

On request we provide written itemized quotes, a W-9, certificates of insurance, past performance references, and help drafting sole-source or brand-name justifications where your rules allow them.

GoodPhone Cloud Voice for Agencies

Microsoft Teams Integration

Staff make and take calls in the Teams app they already use, on desk phones, laptops or mobile devices. Departments keep their published numbers when moving to the cloud. → GoodPhone cloud phone system · Teams phone calling plans

Operator Connect or Direct Routing

Choose the Teams calling model that fits your environment. Operator Connect is the simplest way to add calling to Teams, while Direct Routing fits agencies with existing carrier contracts or specific routing requirements. BTI designs and supports either.

AI Receptionist

An AI receptionist answers after hours, during storms and at peak times, provides office hours and common answers, takes structured messages and transfers urgent calls to on-call staff. Every interaction is logged under your retention policy.

Call Routing and Contact Center

Auto attendants and queues for permits, utility billing, courts, parks and recreation and HR, with callback options instead of long holds. Supervisors see queue volumes and staffing needs. → Teams contact center

Emergency Calling and Resilience

Direct 911 dialing, on-site notification and dispatchable location for every user and building, in line with the FCC's Kari's Law and RAY BAUM'S Act rules for multi-line telephone systems, plus failover routing when a site loses power or internet and mobile apps that keep departments reachable during an emergency operations activation. CISA's emergency communications resources cover the broader public safety picture.

AI-Assisted Resident Service, Governed

Residents see a phone tree. They don't see the AI virtual workforce that can answer routine questions, transcribe voicemail into tickets and summarize calls for the next shift. BTI is your Guided Automation Partner, closing that gap so AI helps residents without creating new risks.

AI call routing and self-service for common questions such as hours, payments and application steps, with a live person always one option away
Transcription and call summaries that save staff time, stored under your records retention rules
Connected to your workflows: call summaries and messages flow into the ticketing, work order or case systems you already own, instead of living in a separate AI product
Custom analytics on call volumes, wait times and repeat callers that help leaders staff counters and lines
Governance: an AI use policy aligned to the NIST AI Risk Management Framework, disclosure language for AI-answered calls, and limits on what data AI may collect
Cost clarity: Guided Automation advisory services are included in every managed IT plan at no extra cost. The AI agents and call workflows BTI builds are owned by your agency, with no royalties or license fees to SaaS providers. Any third-party AI tool that does cost money is quoted as an itemized line item.

→ Government AI · AI services

Where Are You With Voice and AI?

Replacing an aging phone system

Start with a phone system assessment: numbers, call flows, after-hours rules and what an AI receptionist could handle on day one.

Already on cloud voice

Add governed AI answering, transcription and summaries, and tighten security with MFA and toll-fraud controls.

Want a partner to run it

BTI supports voice, Teams and the network underneath it under one managed or co-managed IT agreement. → Government IT Services

Secure, Supported Voice

Voice runs on your network, so quality depends on it. BTI designs the switching and Wi-Fi behind your phones as a Cisco Select and SMB Black Belt partner and designs and validates Wi-Fi with Ekahau. Phone systems and Teams accounts are protected by the same 24/7 NOC/SOC that monitors your IT, delivered with a SOC 2 audited NOC/SOC partner, with MFA and toll-fraud controls. Where call recordings may contain criminal justice information, storage and access are designed to the FBI CJIS Security Policy. → Government Cybersecurity & Compliance

Moving From an Old Phone System

Inventory: numbers, extensions, call flows, fax lines, elevators and alarm lines
Design: call routing by department, after-hours rules and AI receptionist scripts
Port and pilot: one department first, then a scheduled cutover with staff training
Support: one helpdesk for voice, Teams and the network underneath it

100% financing covers hardware, licensing and labor, so headsets, desk phones and network upgrades can be part of one project.

Why Agencies Choose BTI

Over 40 years in business98% client retentionSOC 2 audited NOC/SOC partnerISO 27001 compliantadvisor reply within one business dayGSA Schedule holderone partner for phones, IT, security and AI

Who We Work With

BTI supports many government agencies at the federal, state, county and municipal level.

Government: Overview GSA, CMAS and TESMA contracts AI Security Systems IT Services Cybersecurity & Compliance

Other industries: Healthcare communications Utilities & Critical Infrastructure communications Business communications

Frequently Asked Questions

What is the best phone system for a local government?

Most agencies benefit from a cloud phone system that works inside Microsoft Teams, with auto attendants by department, after-hours AI answering and 911 location settings. BTI deploys GoodPhone for this.

Can our agency keep its existing phone numbers?

Yes. Numbers are ported to the new system, usually department by department, so residents keep calling the numbers they know.

What is the difference between Operator Connect and Direct Routing?

Operator Connect adds calling to Teams through a connected operator with simple administration. Direct Routing connects Teams to a carrier or session border controller you choose, which fits agencies with existing contracts or special routing needs.

How does an AI receptionist work for a government office?

It answers routine questions, takes structured messages and transfers urgent calls to staff, after hours or during peak times. Calls are logged, and a live person is always an option.

How is AI on phone calls governed?

Through an AI use policy aligned to the NIST AI RMF, disclosure language for callers, limits on collected data and retention settings that follow your records rules.

Does AI answering require another per-user AI license?

No. BTI connects governed AI answering and call summaries to systems you already own, and the agents and workflows we build are owned by your agency, with no royalties or license fees to SaaS providers. Any third-party tool that does cost money is quoted line by line.

Can we buy phone systems through GSA?

Yes. Federal agencies, and state and local agencies where GSA Cooperative Purchasing allows, can order BTI phone systems through GSA Multiple Award Schedule contract 47QTCA21D00BA. California public buyers can also use CMAS and TESMA, and other agencies can buy through their own procurement process.

For Primes

SDVOSB and small business primes: BTI can team with you as a subcontractor for phone system and security system scopes, from site surveys and pricing to installation and support. Talk to us about teaming

Talk to a BTI Communications Advisor

An advisor replies within one business day. Request My Free Phone Assessment · Book an AI Opportunity Assessment · Talk About Managed or Co-Managed IT · Call 800-435-7284

Talk to a BTI Engineer

Tell us about your sites and systems. An engineer replies within one business day on new design and technical sales inquiries.

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