The Gladstone Area Water Board (GAWB) is a water utility company that provides water and sewerage services to the Gladstone region in Queensland, Australia. In 2020, GAWB embarked on a digital transformation journey to modernize its IT infrastructure and improve customer service. As part of this journey, GAWB engaged Queensland Computers to support and maintain its end-user devices and IT systems.

They required support to help manage and support its IT infrastructure, which included upgrading its ticketing system and remote monitoring and management tools. They also needed a single point of contact for all GAWB staff to access technical support, regardless of the type of request. This was necessary to ensure that all staff could receive timely and practical support.

THE CHALLENGE FOR THE GLADSTONE AREA WATER BOARD

One of the challenges faced by GAWB was the need to replace its existing ticketing system and remote monitoring and management (RMM) tools. Another challenge was to provide a single point of contact for all GAWB staff to access technical support, regardless of the type of request (e.g. IT, operational technology, network infrastructure, physical security or cyber security).

The challenge for GAWB was finding a single provider that could support all of its technology needs, including ticketing system and RMM tools, help desk services, and support for other vendors. Another challenge was to ensure data sovereignty and compliance with government regulations.

QUEENSLAND COMPUTERS’ SOLUTION

Queensland Computers provided a solution that met all of GAWB’s requirements. We developed processes for GAWB staff to access our help desk by phone, email and client portals for all support requests. We also liaised with existing GAWB contractors to see tickets through to resolution.

Support request resolution is achieved by various routes depending on the affected solution. This includes the Queensland Computers help desk, GAWB internal IT staff, operational technology contractor, cyber security contractor, managed network contractor and 3rd party vendors. We also report SLA times for our help desk and other GAWB contractors’ resolution times.

The primary responsibility of Queensland Computers helpdesk staff is to provide support and maintenance on all end-user devices, IT system servers and line of business software. This includes hardware deployment, patch management, system monitoring and all end-user systems.

As GAWB provides critical services 24/7/365, we provide round-the-clock support from our Queensland-based staff.

KEY OUTCOMES

Some of the key outcomes achieved by Queensland Computers include:

• Successful migration of services deployment with high SLAs for service delivery and reporting throughout the contract duration.
• Reduction in ticket resolution times.
• Increase in end-user satisfaction.
• Strict requirements around data sovereignty are adhered to.

Queensland Computers was able to achieve the critical outcomes outlined above by implementing several processes and procedures, including:

• Staff training on the new ticketing system and RMM tools.
• A help desk is available 24/7/365.
• Liaising with existing GAWB contractors to see tickets through to resolution.
• Reporting SLA times for our helpdesk and the resolution times for other GAWB contractors.

GAWB is a critical infrastructure organization and a department of the Queensland Government, so there were strict requirements around data sovereignty. This included internal audits of Queensland Computers systems to ensure all data is stored only on Australian shores, and we adjusted the policy to adhere to Government requirements. Despite these challenges, Queensland Computers was able to provide a solution that met all of GAWB’s needs and achieved the desired outcomes.

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Bundaberg Regional Council is a local government area in Queensland, Australia. The council services the Bundaberg region, which includes the city of Bundaberg and its surrounding suburbs and townships.

Bundaberg Regional Council was looking for a way to reduce its monthly phone bills while upgrading its aging communications infrastructure. Queensland Computers was able to deploy a Unified Communications platform that met all of the Council’s requirements and saved them a significant amount of money in the process.

THE CHALLENGE FOR THE BUNDABERG REGIONAL COUNCIL

Bundaberg Regional Council was facing several challenges with its existing telecommunications setup. The Council had an aging PBX system that was due for replacement, and they were looking for a way to reduce their monthly phone bills. The Council also wanted a solution allowing employees to work from anywhere and provide the same high level of security regardless of where they were working.

The Council also needed a solution deployed quickly and without disrupting their day-to-day operations.

This meant their IT partner would need to consider;

• A full review of existing infrastructure and devices
• Evaluation of the new features of Microsoft Teams utilising the Council’s existing Microsoft 365 products
• Determining a solution that met all the Council’s requirements, including security and flexibility
• Deployment of the new Unified Communications platform
• Training for council employees on how to use the new system

Bundaberg Regional Council also places a high value on working with local businesses, making it essential to partner with a compatible and regional business for support.

QUEENSLAND COMPUTERS’ SOLUTION

Queensland Computers deployed a Unified Communications platform that met the Council’s requirements. The solution utilised the Microsoft Teams platform and used Queensland Computers’ Broadsoft-based direct routing platform for external calls. This allowed users to take advantage of all the features of Microsoft Teams while maintaining the ability to make traditional external phone calls. Users use a combination of MS Teams certified desk phones from Yealink and wire and wireless headsets using the softphone built into MS Teams.

Complete the Unified Communications platform solution required Lenovo and Yealink Teams Rooms hardware to be deployed. This created a modern meeting room experience and provided the functionality of conference room calling with voice and video. For legacy devices that needed PBX connectivity, for example, fax machines and PSTN devices, we deployed Poly Obihai FXS devices so that the Bundaberg Regional Council could use all hardware on the same platform.

KEY OUTCOMES

Bundaberg Regional Council reduced their monthly phone bill by switching to the Unified Communications platform.

Working with Queensland Computers, the Council were able to achieve;

• Flexibility allowing their team to work from anywhere

• High level of security regardless of location.

• Upgrades to have a modern meeting room experience with conference room calling and video

• Maintain legacy devices still supported with PBX connectivity

Queensland Computers were able to deploy a Unified Communications platform that met all of Bundaberg Regional Council’s requirements and saved them a significant amount of money in the process. The Council can now take advantage of all the features of Microsoft Teams while still maintaining the ability to make traditional external phone calls, all while receiving local support in regional Queensland.

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