5 Signs Your Legacy Phone System Is Hurting Your Public Service (and What to Do About It)

If your government agency still struggling with an ancient phone system, you’re not alone. Across the country, outdated communication technology is quietly limiting public service efficiency. Imagine a citizen calling City Hall for urgent help, only to hit dead air or face a series of endless transfers. For local governments, modern communication isn’t a luxury—it’s a lifeline. It connects first responders in the field, links departments to coordinate services, and keeps citizens engaged and informed. Your municipal phone lines are critical infrastructure, so an old PBX may be doing more harm than you realize.

In this post, we’ll explore 5 telltale signs that a legacy phone system is hurting your public service. From constant downtime that erodes trust to sky-high maintenance costs that drain budgets, these red flags signal it’s time for a change. So what you can do about it? We’ll also discuss how modern Unified Communications as a Service (UCaaS) can transform your government agency communications, boosting efficiency and reliability. Let’s get started.

1. Constant Downtime and Reliability Issues Lose Money and Trust

Government operations rely on “always on” connectivity for mission-critical services. When storms rage or emergencies strike, an unreliable phone system can bring public services to a grinding halt. Legacy phone systems are prone to frequent downtime due to hardware failures or damaged lines. Every minute your phones are down, critical communications between agencies and with citizens are lost. For example, during Hurricane Helene in North Carolina, 48% of telecom systems went dark, crippling emergency response efforts. In moments when every second counts, an outdated system’s breakdown isn’t just an inconvenience—it’s a risk to public safety.

Even apart from disasters, the cost of downtime is steep. Industry surveys show that for top sectors (including government), one hour of downtime can cost over $5 million in lost productivity and service disruptions. Beyond the dollar figures, there’s a loss of public trust when citizens can’t reach 911, report an issue, or get information due to phones being down. Modern communities demand 99.99% uptime, which equates to only about 52 minutes of unplanned downtime per year, and that’s difficult to achieve with a 20-year-old PBX held together by a patchwork of years-old  fixes.

If callers routinely hear “Our phones are currently down, please try later,” that’s a flashing warning sign. Frequent outages or unreliable call quality (dropped calls, static, voicemail failures) indicate that your legacy system is on its last legs. Upgrading to a cloud-based UCaaS solution can virtually eliminate this problem by providing redundant, reliable service and automatic failover—even if one server goes down, calls can be rerouted seamlessly. For instance, the town of Enfield, CT quickly adopted UCaaS during the COVID crisis to keep municipal operations running uninterrupted even with the increased demand that the remote working conditions created, so officials and citizens were able to stay connected. The bottom line: reliable communication is non-negotiable for public service, and if your current system can’t guarantee it, that’s the first sign that something needs to change.

2. Inefficient Communication Slows Down Public Services

In local government, speed and coordination save the day. Whether it’s coordinating between the fire department and public works during a fire or flood, or approving a permit that involves multiple departments, efficient communication is key. Legacy phone systems often lack modern features that streamline collaboration, causing staff to jump through hoops just to reach the right person. Think of all the wasted minutes spent manually transferring calls, leaving voicemails (or being unable to because the system is full), or walking paperwork to another office. These inefficiencies pile up and slow down service delivery.

Outdated systems also tend to operate in silos. Connecting City Hall’s main line to Parks & Rec or the Police Department’s lines may be quite cumbersome. Employees often spend too much time trying to track down colleagues or share information. As one municipal technology blog noted, the lack of modern features means employees end up frustrated, facing communication bottlenecks. When internal communication lags, the public feels it: permits take longer, inquiries fall through the cracks, and response times lengthen.

Modern Unified Communications solutions dramatically improve this situation. With UCaaS, all your communication channels—phone, email, chat, video conferencing—work together on one platform, seamlessly integrating with tools like Microsoft Teams so staff can reach who they need, when they need them, on any device. For example, a cloud UC system lets a city inspector in the field join a quick conference call with the planning office and a resident, instead of everyone playing phone tag for days. Department staff can use presence features to see who’s available in real time, or use team messaging to coordinate a quick response to a citizen issue. Inefficiencies shrink when communication is unified and fast. In fact, organizations that implement UC solutions report significant productivity gains (one study by Eastern Management Group noted a 52% boost in workplace productivity) because workers spend less time chasing information.

If your legacy phones make every inter-departmental call feel like a minor miracle, it’s a sign that it’s time to upgrade. Consider how smoothly public services could run with features like real-time collaboration tools, call forwarding to mobile, and auto-attendant menus that route calls to the right department (Columbus, NE, recently added a menu system with real staff recordings to help residents reach the right office faster). Modern communication isn’t just about the dial tone—it’s about helping your employees work together efficiently so your citizens get better, faster service.

3. High Maintenance Costs Drain Budgets

For many cities and counties, legacy phone systems have become money pits. Older PBX hardware and analog lines demand constant upkeep, and those costs will only continue to rise. Replacement parts for decades-old systems are scarce (sometimes only available second-hand), and you may have to pay a premium for specialized technicians or vendors who can service outdated equipment. Simply put, every dollar spent bandaging an old phone system is a dollar not spent on public services.

In Palm Beach County, Florida, just a few years ago, they were spending $7.5 million every year to maintain about 80 legacy PBX systems across 367 facilities. That’s an enormous drain on the budget for fixed telecom line leases, separate voice circuits, and maintenance contracts for each aging box. They launched a project to unify and modernize communications to cut those costs and simplify operations, ultimately saving a lot of money that can now be put to better use. Many local governments face a similar situation on a smaller scale. Maybe you’re not spending millions per year, but if you tally  up the phone company bills, support contracts, and repair fees, the total cost of ownership of legacy gear often far exceeds a modern cloud solution. In fact, nearly 40% of government agencies report spending over a quarter of their IT budgets just maintaining legacy systems. That’s a trend that isn’t sustainable in the face of increasingly tight public budgets.

Moving to UCaaS can significantly lower costs in the long run. Cloud-based phone providers handle their own maintenance and upgrades in their data centers, meaning your IT team and budget aren’t on the hook for hardware fixes. Upfront capital expenses (such as buying new PBX hardware) are replaced by predictable monthly subscriptions (an operating expense). Governments only pay for the capacity and features they actually need, and it’s easy to scale up or down when those requirements change, instead of any change to the system turning into its own expensive project. One industry report found that implementing UC solutions can save organizations an average of about 35% annually in communication costs by consolidating multiple services into one and eliminating the waste of paying for idle phone lines or separate conferencing services.

If your finance director winces at the phone bill or your IT staff spends hours replacing burnt-out circuit boards, that’s a sign that your legacy system is hurting your budget. By switching to a cloud communication platform, cities have saved substantial sums, freeing up the budget to hire more 911 operators, invest in new services, or simply do more with the same dollars. In an era where every tax dollar counts, a modern phone system can deliver cost savings that directly benefit your community.

4. Lack of Mobility Hurts Field Workers and Remote Staff

Local government employees aren’t all sitting at desks in a central office from 9 to 5. Building inspectors are out in the field, public works crews are always on the move, first responders are on duty 24/7, and these days even some staff are working from home. If your phone system keeps people tethered to a desk, it’s holding back your workforce. A lack of mobility and remote access means delayed communications and slower response times for anyone not at their office, and this ripples through to affect everyone in different ways.

Legacy systems typically have limited or no support for mobile integration: no mobile apps, no softphones, and no easy way to transfer calls to a cell. Maybe your staff have developed workarounds (like calling a colleague’s personal cell phone, or radioing back to dispatch to relay a message), but that’s not efficient or secure. The world has changed: in a recent survey, nearly 90% of state and local CIOs said remote work is now a regular, expected part of operations. Even beyond full-time remote work, think about scenarios like an emergency management director coordinating from a field command post, or a county health nurse doing home visits—they need full access to communication tools on the go.

This is where modern UCaaS shines: with a cloud platform, your office extension can ring on a smartphone app or a laptop, and staff located anywhere can make outgoing calls that still show the office caller ID. Voicemails can route to email; team chat and video meetings can be made available on mobile devices. Essentially, the “office phone” goes wherever your employee goes, whether that’s a City Council meeting across town, a construction site inspection, or their home office. King County, Washington, is a great example: they moved off a 25-year-old PBX to a unified communications setup, and now their employees can “work anywhere you have a network connection... whether you are flying at 10,000 feet, or in a coffee shop,” which has resulted in incredible efficiency gains for field work.

If your legacy system can’t easily support mobile or remote scenarios, yes, that’s a sign.. This lack of flexibility became painfully clear during the pandemic when suddenly many government offices had to operate remotely. Agencies that had already invested in cloud communications were able to transition smoothly to telework, while those on old PBXs scrambled to set up call forwarding hacks or give out personal phone numbers. Mobility isn’t a “nice-to-have” anymore; it’s a must-have for modern public service. UCaaS ensures your team stays connected and responsive whether they’re at City Hall, in a patrol car, or at home after hours.

5. Compliance and Security Fall Short for Today’s Regulations and Threats

Maintaining public trust means keeping communications secure and compliant with regulations, and legacy systems often can’t keep up. Older telecom systems weren’t built for rapidly evolving cybersecurity threats or the strict data regulations that governments must follow. If your phone system is so outdated that the manufacturer no longer supports it with security patches, you could be one vulnerability away from a compliance failure, or worse, an actual breach.

Legacy PBX systems can pose serious security risks. For instance, many old phone systems use default passwords and lack encryption, making them easy targets for hackers. According to the Communications Fraud Control Association, PBX hacking and fraud (like illicit call routing scams) costs organizations nearly $2 billion per year worldwide. Government lines could be hijacked for fraudulent calls without your knowledge, or attackers might exploit an unpatched weakness to eavesdrop on sensitive conversations. Aside from criminal hacks, there’s also the risk of simply not meeting modern compliance standards (like privacy laws or emergency call location requirements) because your system can’t support the necessary features or reporting.

Furthermore, outdated systems will eventually reach end-of-service (EoS) status, with the warning that vendor support is ending. Then you’ll receive no more updates, and perhaps even no contractual support. If a serious vulnerability is discovered, you might not get a fix at all. Running an unsupported phone system in a government environment is a risky proposition: it could violate policies (like CJIS requirements for law enforcement communications, or HIPAA for health-related calls) and leave you exposed to legal liabilities if something goes wrong.

Modern cloud communications, by contrast, are built with security and compliance in mind from the get-go. Reputable UCaaS providers offer encrypted calls, regular security updates, and compliance certifications (for example, many meet standards like FedRAMP, CJIS, or HIPAA compliance for government use). They have dedicated security teams monitoring for threats 24/7, something a small IT department can hardly do for an old PBX. UCaaS providers frequently roll out updates to address new vulnerabilities, whereas a legacy system might require you to initiate a manual firmware update, if one is even available. By sticking with the old system, you risk an insecure communications infrastructure that could put citizens’ data or even safety at risk.

If you’re noticing that your phone system can’t integrate with modern security tools, or that auditors have raised concerns about it, you’ve identified the final sign. Outdated phone tech is a liability in today’s security landscape. Protecting citizen information and complying with regulatory mandates is much easier with a modern, cloud-managed phone system that stays up-to-date.

The Next Step: Upgrading to UCaaS

Recognizing the signs above is the first step. The next step is taking action to modernize your communications. Unified Communications as a Service (UCaaS) is the go-to solution for many forward-thinking local governments, and for good reason. Here’s what a modern UCaaS platform can do for your government agency:

Scalability & Flexibility: Cloud communication systems grow with you. Need to add a new department or handle a surge of calls during an emergency? It’s as simple as clicking a setting, not rewiring a switchboard. You pay for what you use and can adjust on the fly. Legacy PBXs that have fixed lines or require new hardware for every expansion can never achieve this degree of scalability.

Cost Savings: UCaaS can significantly lower your costs over time. You’ll save on maintenance and avoid large, often unexpected capital expenditures. By consolidating communication services (phone, fax, conferencing, etc.) into one monthly service, cities often find immediate savings. Some studies show 30-35% annual savings after switching to unified communications​. Those budget dollars can be redirected to other critical needs.

Improved Reliability: Cloud providers design their systems for high availability. They have multiple data centers, backups, and automatic rerouting to keep you connected. With no single point of failure, even if one server or line has an issue, your calls can still go through—that’s a lifesaver for 24/7 services like emergency hotlines. Many UCaaS providers boast 99.99% uptime Service Level Agreements, ensuring your citizens can reach you when it matters.

Enhanced Mobility & Collaboration: With UCaaS, your workforce gains mobility. Employees can use a mobile app or laptop to make and receive official calls, join video meetings, or collaborate via chat from anywhere. First responders, field inspectors, and teleworking staff stay in the loop as if they were at the office. This not only boosts productivity but also improves citizen experience: employees can respond faster and resolve issues in the field without waiting to “get back to the office phone.”

Security & Compliance: A good UCaaS solution comes hardened with security features: encryption, secure authentication, and regular compliance audits. Providers often already have government-grade security certifications and will help you adhere to regulations by providing features like call recording with proper storage, detailed audit logs, and 911 functionality that meets the latest laws. Knowing that your communications platform is continuously patched and monitored gives peace of mind to your IT and legal teams alike.

Beyond these benefits, modernizing your phone system can lead to better citizen engagement. With access to a variety of communication channels (voice, SMS, online portals, etc.), citizens have more ways to interact with their government and get timely responses. For example, some cloud systems integrate with customer relationship management (CRM) tools or ticketing systems, so when a resident calls, staff have all the necessary information at their fingertips. It’s a virtuous cycle: better tools for your employees lead to better service for your constituents.

How to Get Started: A Simple Roadmap

Recognizing the five signs above is the first step. The next step is taking action to modernize your communications. Unified Communications as a Service (UCaaS) is the go-to solution for many forward-thinking agencies, and Maverick Networks is here to support you with a smooth transition.

Here’s a basic roadmap, and how we can help at each step:

1.    Assess Your Current System

• Start by documenting the pain points and requirements of each department.
• Maverick Networks can perform a free audit of your legacy setup, pinpointing exactly where issues lie and outlining potential risks and missed opportunities.

2.    Define Needs and Goals

• List out essential features: Do you need mobile integration? Better disaster recovery? A user-friendly admin portal?
• Our team will guide you through creating a detailed plan that ensures every must-have is covered.

3.    Explore UCaaS Solutions

• Research providers, including their compatibility with government standards. Look for security, reliability, and references in the public sector.
• We’ll recommend solutions tailored for your agency’s size and budget, drawing on years of experience helping local governments modernize.

4.    Plan a Seamless Migration

• Decide whether to migrate all at once or roll out department by department.
• Maverick Networks handles the entire process—number porting, configuring user extensions, training staff, and ensuring minimal disruption to daily operations.

5.    Secure Funding & Approvals

• Explore cooperative purchasing agreements, grants, or operational expense models that make UCaaS more affordable.
• Our experts can assist in building your ROI case and providing documentation for RFPs or council approvals.

6.    Implement & Monitor

• Once the rollout is complete, collect feedback and measure KPIs like downtime, call response times, and user satisfaction.
• We remain a partner long after your new system goes live, offering ongoing support, troubleshooting, and updates as your agency’s needs evolve.

Updating this essential infrastructure may seem daunting, but you don’t have to go it alone. By partnering with Maverick Networks, you’ll have our vast experience on your side. We’ve done the heavy lifting for countless organizations, and we’ll do it for you too—from the initial audit to the final handshake.

Looking Ahead

A legacy phone system might feel familiar, but it could be undermining your ability to serve the public to the best of your ability. Downtime, inefficiency, high costs, mobility issues, and security risks aren’t just annoyances—they’re signals that it’s time to move on. The good news is that upgrading to UCaaS isn’t a leap into the unknown; it’s a proven way to boost reliability, cut costs, improve collaboration, and meet compliance requirements.

If your agency is ready to step into the modern age of communications, Maverick Networks can help. We offer a free audit to evaluate your current phone system—no strings attached. We’ll provide a roadmap detailing exactly how you can transition to a future-proof UCaaS platform with minimal disruption and maximum return on investment.

Don’t let an outdated phone system hold you back. Talk to our team today to schedule your free system audit and discover how you can start delivering better public service through modern, cloud-based communication. Your agency—and your community—deserves the best tools available. Let’s get there together!