AR 2014-15: 5. Our Customers
In 2014−15 CenITex maintained its key strategic focus on ensuring high levels of customer service. This is fundamental to the effective delivery of reliable, responsive ICT services to Victorian Government departments and state agencies.
5.1 Customer Committee
Stakeholder Advisory Committee
The Stakeholder Advisory Committee (SAC) ensures that CenITex develops and maintains strong and open relationships with its customers at a senior management level. This committee is a key forum for CenITex customer departments to raise concerns or initiate advice that may be considered by the CenITex board and management.
- The SAC provides a forum for customer departments to discuss collectively all generic service provisioning in relation to:
- future strategic direction
- new services
- the CenITex service catalogue
- pricing and service levels.
CenITex Chief Executive – Michael Vanderheide (chair)
CenITex Director Customer Engagement – Bill Diamond
Relevant departmental senior ICT executives or CIOs
Seven SAC meetings were held during the year. Numerous additional meetings were also held by SAC members in relation to Project Atlas, and the State Government’s independent review of business support shared services across departments which commenced on 20 March 2015.
5.2 Machinery-of-Government changes
The November 2014 Victorian State election required significant planning and engagement by CenITex with its customers to enable a successful transition in of the new Government and transition out of the previous Government. CenITex post-election services, which involved over 120 staff from across the business, were delivered at 10 per cent below the estimated cost. The Service Centre resolved 1284 election-based requests, 93 per cent of which were resolved within the agreed service standards.
Machinery of Government changes
Following the Victorian State election, the new Government announced a significant departmental restructure i.e. Machinery of Government (MoG) changes, which took effect on 1 January 2015. The MoG changes reduced CenITex’s department customers from eight to six and involved the following reorganisations:
- The portfolios of the departments of State Development, Business and Innovation (DSDBI), Transport, Planning and Local Infrastructure (DTPLI), Environment and Primary Industries (DEPI) were split across two new departments - the Department of Economic Development, Jobs, Transport and Resources (DEDJTR) and the Department of Environment, Land, Water and Planning (DELWP).
- The departments of Health (DH) and of Human Services (DHS) were merged into the Department of Health and Human Services (DHHS).
- The Department of Justice (DOJ) became the Department of Justice and Regulation (DJR).
5.3 Engaging new customers
In 2014−15 CenITex engaged two new customers ─ Court Services Victoria (CSV) and the Taxi Services Commission (TSC).
CSV was established as a new independent statutory authority on 1 July 2014 to manage and fund the Supreme Court, County Court, Magistrates Court, Children's Court, Coroners Court, and the Victorian Civil and Administrative Tribunal (VCAT). CSV became a CenITex customer on 4 July 2014.
On 23 August 2014 CenITex signed a Memorandum of Understanding (MOU) with the Taxi Services Commission for the supply of ICT services from the Customer Service Catalogue, providing a secure standard desktop, trusted network, integrated directories, a WoVG application hosting environment and Service Centre support.
5.4 Customer service improvements
Business Planning Workshops
Two joint business planning workshops which focussed on priorities for the coming financial year were held in April and May 2015 with the CenITex Executive Leadership Team and departmental CIOs. The workshops were designed to enable a shared understanding of the key ICT drivers both within departments and CenITex and to identify areas of common concern and opportunity. Key themes and initiatives that emerged have been incorporated in the Business Plan, including:
- the need for a strong focus on cost reduction
- the potential for utilising elements of the operating model developed during Project Atlas to improve governance and customer engagement
- CenITex playing a facilitation role in pooling both investment and investment requirements among departmental customers to ensure the effective use of funding
- initiatives to enable/support access to cloud-based services, improve access management, explore migration from the Notes email and calendar service, and enhance mobility solutions.
The account management team continued to support the development and delivery of customer roadmap plans for all customers, outlining key projects, and mapping dependencies within each customer’s project activity list and with other customer projects.
CenITex uses the QuickPoll customer survey tool to gather customer feedback, improve customer response and support technical and service analysts. Over the past year, the customer satisfaction rating has averaged 98.02 per cent, exceeding the key performance indicator (KPI) of 95 per cent (combining both positive and neutral scores). Customer satisfaction across all Service Operations teams averaged 87.79 per cent positive, 10.24 per cent neutral, and 1.98 per cent negative.
|Positive % rating||84.36||85.68||88.07||85.39||86.84||86.13||91.27||89.21||87.13||90.49||89.65||89.25|
|Neutral % rating||13.69||11.93||9.54||12.00||11.14||11.73||7.09||9.14||10.63||8.85||8.52||8.56|
|Negative % rating||1.96||2.39||2.39||2.61||2.03||2.13||1.65||1.65||2.24||0.66||1.83||
Chart 1 below plots the customer satisfaction rating with the Service Centre over the past year. CenITex has exceeded its KPI of 95 per cent throughout the year.
Chart 1 – CenITex customer satisfaction with the Service Centre 2014-15
Improvements and upgrades in essential ICT infrastructure have enabled CenITex to deliver benefits to customers through the year, both in improved customer service and reduced costs. Improvements to the CenITex network and data centres include:
- Storage Area Network (SAN) upgrade – an upgrade to the SAN brought improved application performance for customers on the Government Shared Platform (GSP). With the introduction of new storage controllers behind the SAN, CenITex has upgraded storage asset support, improved the speed of response for customer applications accessing stored data, and released a further 140 terabytes of storage for customer use. The upgrade was undertaken as part of the previous year’s Asset Refresh program.
- Virtual Desktop Infrastructure (VDI) – upgraded the GSP remote access service by migrating Citrix-based virtual desktop infrastructure to a dedicated server and state-of-the-art solid state disk (SSD) storage. With 20 terabytes of back-end storage now stored in SSDs, performance has improved by 25 times against the previous storage arrangements, and the VDI uses two-thirds less space and 80 per cent less power.
- Self-service spam management – a self-service spam control console introduced by CenITex’s Operational Security team was made available to all GSP customers following a successful pilot within CenITex and with selected customers. This new feature to the spam filter services allows customers to release quarantined email messages without having to call or email the CenITex Service Centre, which previously received many requests each month to release messages classified as spam.
- RSA remote access security soft token – an application was introduced for customers on the GSP to allow security codes to be downloaded onto mobile phones when working offsite.
- IBM contract renegotiation – the IBM Enterprise Licence Agreement (ELA) extension was finalised by DSDBI and CenITex for the renewal of subscription and support on IBM ELA products to 30 September 2015. The IBM ELA products for which subscription and support was being renewed have been significantly reduced from the previous extension. The finalised extension represents a 40 per cent year-on-year reduction across the CenITex Bill of Materials (including customers).
- Remedy upgrade – completed a major upgrade to Remedy (CenITex’s key Service Centre and system monitoring toolset) to version 8.1.02, introducing a range of new or improved functionality. The upgrade was resourced and driven internally rather than via the vendor, which substantially reduced the cost.
5.5 New customer projects
Collaborative work by DHHS and CenITex senior teams during the first quarter of 2015 resulted in an agreement for DHHS to migrate from its standalone infrastructure environment to the standardised services from the GSP. A key feature of the move was that the cost of services via the GSP will match or better current DHHS costs.
The transition will take up to 30 months to complete and provide considerable benefit to CenITex and DHHS, both in simplifying necessary staff support and in expected savings (estimated at several million dollars) by leveraging investments already made within the GSP.
In 2014−15 CenITex began a number of major projects to support customers including:
- DTF and DPC Windows 7 Upgrades − DTF and DPC agreed to move to Windows 7 on the GSP. This means that 11,500 users across four departmental customers on the GSP will operate on the same Windows 7-based desktop SOE, realising significant time and cost savings.
- DPC wifi network − installed a new guest wifi network (aligned to the GSP) at DPC’s MacArthur Street offices. By leveraging off previous WoVG network investment, wireless guest access has now become a CenITex-supported service and will be offered in the Customer Service Catalogue at 60 per cent below market rate.
- DTF financial management system – assisted DTF with the update of its financial management system (SRIMS) development environment.
- CSV launch – assisted in the launch of CSV involving setting up a new email domain, screen saver, wallpaper and home page. The first phase of the project was delivered to over 2000 individuals and eight business units in less than four weeks, with only a few service calls which were dealt with quickly and successfully. The second stage of the CSV Transition Project has commenced with the customer electing to develop its own Windows 7 SOE.
- DHHS infrastructure upgrade – an upgrade was completed for the Integrated Client and Case Management System (ICCMS), a 24/7 application supporting DHHS child protection services.
- DTF wireless service – assisted DTF with migrating to the WoVG wireless service.
- DSDBI (now DEDJTR) international network contract – an international network contract was re-signed by the then DSDBI after lengthy negotiation with Telstra. CenITex led this project, ensuring due diligence completion, and has taken on management of the contract.
5.6 Customer service catalogue
CenITex continued to improve its Customer Service Catalogue in 2014−15 as part of its commitment to providing customers with high-quality ICT services and transparent and cost-effective pricing.
The Customer Service Catalogue provides a list of all CenITex products and services, corporate service levels and pricing available to customers and guidance on how to obtain these services.
During the year CenITex provided catalogue services to four departments (DPC, DTF, DEDJTR and DELWP) and their associated agencies. In addition, the TSC signed an MOU for the supply of ICT services from the service catalogue in August 2014.
The Mallee CMA (Catchment Management Authority), which had been using CenITex services via the DELWP, decided to allow a small number of users located in the DELWP Irymple office to seek an alternative IT provider, and this data was subsequently removed from CenITex infrastructure.
The current service catalogue, which was released on 1 July 2014, included a range of new services designed to meet customer needs and further refinements to ensure the information contained in the catalogue is very accessible for customers.
New features of the 2014−15 catalogue (including price reductions) were:
- the introduction of an RSA remote access software token for use when either renewing an expired RSA token or for new users
- a significant price reduction for the Traveler smartphone and tablet service. In addition, the smartphone and tablet service now provides mobile access to Sametime (instant messaging) from the customer’s chosen Apple or Android mobile device with no additional charge
- the release of a service request to make a collaboration mail-in database available from a smartphone or tablet
- the release of an application and infrastructure monitoring service (H10 ─ Hosting Service) in early 2015 following the decommissioning of the legacy Big Brother monitoring facility which had been used by many customers. The service provides for the monitoring of servers, providing real-time and historical information
- the release of a test management service that supports customer releases and updates to business systems.