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