Post on 12-May-2015
description
ICT Showcase 2013
Presented by:
Martha Rousselet Chief Information Officer
Relationships Australia (WA)
Who we are
• We are a not-for-profit community
service organisation providing
innovative, clinical and community
based services.
• We are part of a national federation of
8 Relationships Australia organisations
that provide services in all states and
territories.
• We have branches and outreach
services throughout WA, in over 25
locations.
Our Programs & Services
FAMILY, INDIVIDUALS, COUPLES
• Individual, couple and family counselling
• Family dispute resolution
• Family Relationship Centres
• Family Abuse Integrated Response (FAIR)
and other domestic violence services
• Family Mental Health Services
• Find & Connect- a service for Forgotten
Australians
CHILDREN
• Child Contact Services
COMMUNITY
• Specialised services to Aboriginal communities
• Community education
EMPLOYEE
• Employee Assistance Programs
Our Business Drivers
Growth & Change: • experiencing rapid growth in our services to the WA community, due to
population increases, economic hardship for families and changes in the Family Law Act.
• tripled the number of client service locations many of which are classified as rural and remote locations.
• significant growth in the complexity of our work and delivery of services to Western Australians due to the multiplicity of client presenting needs.
• double our staff in the last 5 years.
• changes in the way we work in terms of case management, community development, outreach, mobile services.
• higher demand for online services through the use of the Internet and mobile devices. This new way of servicing clients has placed further pressures to our technology infrastructure and business service applications.
Our ICT Strategy Framework
FOUNDATION GUIDELINES
• Maintain effective communications
between business and ICT.
• Drive ICT by business needs, outcomes
and benefits to be realised.
• Follow a Business Capability Model and
Enterprise Architecture.
• Understand current and future state of
technology.
• Align ICT Plan to Business Strategy.
• Reduce TCO and technology operational
risks.
ICT VISION
• Create a collaborative and integrated online
environment for our business.
• Enable our clients to have easy online
access to our services and innovative
educational programs.
• Deliver remote access to our staff across
the State in a fast, reliable, secured and
cost effective way.
• Establish an effective technology
environment for our Call Centre and ICT
Service Desk.
• Maintain good balance between cost and
service delivery.
Our ICT Journey
BENEFITS REALISED USING CISCO
In 2011, the use of Cisco UCS & 4510 switch: • Reduced our data centre outages to nil.
• Brought stability and significant scalability to our corporate data
centre capability.
• Contributed to the reduction of our network administrative
overhead from 80% to 20%.
• Helped us standardised our core network infrastructure.
• Enabled the dynamics that shaped the collaboration of the
technology with our workflow processes.
• Reduced our network server infrastructure components from 250
virtual servers to 80.
• Enabled the introduction of the Virtual Desktop Infrastructure
(VDI) and optimised our virtualisation services.
• Facilitated hardware integration and better configuration network
management.
TECHNOLOGY CHALLENGES
Prior to implementing CISCO in 2011: • We experienced major data centre outages due to
limited capacity in our HP servers and lack of a
reliable storage facility.
• We lost weeks of data as a result of not having a
reliable Backup & Recovery System.
• Our staff had lost confidence in our ICT delivery
services.
• Our data centre infrastructure and core software was
non-integrated and difficult to manage.
Currently we still face some challenges: • Limited online collaboration and bandwidth
capabilities.
• High cost of our telephony services.
• Ongoing equipment failures due to aging desktop,
telephone, switches, routers and UPS equipment.
• Multiple versions of software including server and
desktop.
Our ICT Journey
FUTURE BENEFITS IN USING CISCO …
From 2012 to 2015, the use of Cisco UCS will help us achieve: • Our IP telephony and online collaboration plans that are aimed at lowering our telephony cost and maximise
the use of a higher bandwidth framework across the WA Metro area and larger sites in country areas.
• Enable effective video-conferencing capabilities for management meetings, training, innovative counselling
services to metro and rural areas.
• Lower ongoing cost of our network administration and ICT support.
• Greater throughput, system integration and uptime of our iCIS system, websites and back office systems.
• Better, faster and reliable connectivity across branch and outreach locations and corporate office.
• Greater innovation of our programs and services through the use of our iCIS CRM system and the use of
tablets, eBoards/TV Screens and other mobile devices.
• Delivery of ecommerce services to our clients across our wide range of geographical areas in a fast, reliable
and secured way.
• Better delivery of ICT services and improve the ICT experience with our end-users.
Tel: 1300 364 277
Email: info@wa.relationships.com.au
Visit our website:
www.wa.relationships.com.au