Cisco live customer showcase rawa presentation 2013 v 1.2 without model
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 & ServicesFAMILY, 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 ServicesCOMMUNITY EMPLOYEE• Specialised services to Aboriginal communities • Employee Assistance Programs• Community education
Our Business DriversGrowth & 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 FrameworkICT VISION FOUNDATION GUIDELINES• Create a collaborative and integrated online • Maintain effective communications environment for our business. between business and ICT.• Enable our clients to have easy online • Drive ICT by business needs, outcomes access to our services and innovative and benefits to be realised. educational programs. • Follow a Business Capability Model and• Deliver remote access to our staff across Enterprise Architecture. the State in a fast, reliable, secured and cost effective way. • Understand current and future state of technology.• Establish an effective technology environment for our Call Centre and ICT • Align ICT Plan to Business Strategy. Service Desk. • Reduce TCO and technology operational• Maintain good balance between cost and risks. service delivery.
Our ICT JourneyTECHNOLOGY CHALLENGES BENEFITS REALISED USING CISCOPrior to implementing CISCO in 2011: In 2011, the use of Cisco UCS & 4510 switch:• We experienced major data centre outages due to • Reduced our data centre outages to nil. limited capacity in our HP servers and lack of a reliable storage facility. • Brought stability and significant scalability to our corporate data centre capability.• We lost weeks of data as a result of not having a reliable Backup & Recovery System. • Contributed to the reduction of our network administrative overhead from 80% to 20%.• Our staff had lost confidence in our ICT delivery services. • Helped us standardised our core network infrastructure.• Our data centre infrastructure and core software was • Enabled the dynamics that shaped the collaboration of the non-integrated and difficult to manage. technology with our workflow processes.Currently we still face some challenges: • Reduced our network server infrastructure components from 250• Limited online collaboration and bandwidth virtual servers to 80. capabilities. • Enabled the introduction of the Virtual Desktop Infrastructure• High cost of our telephony services. (VDI) and optimised our virtualisation services.• Ongoing equipment failures due to aging desktop, • Facilitated hardware integration and better configuration network telephone, switches, routers and UPS equipment. management.• Multiple versions of software including server and desktop.
Our ICT JourneyFUTURE 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.