AR 2015-16 Our Customers

As a key supplier of shared ICT infrastructure, CenITex’s key strategic goal is to deliver customer-focussed ICT services that support a modern, agile and productive public sector.

5.1 Customer Committees

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. SAC membership consists of CenITex Chief Executive (Chair), CenITex Director Customer Engagement) and relevant departmental senior ICT executives or CIOs.

Cyber Security Customer Group
The Cyber Security Customer Group provides governance and guidance for the three-year $6 million security uplift program. It also acts as a forum for problem solving and sharing leading practice among customers. Group membership comprises DHHS Chief Information Officer, one of CenITex’s Group Managers, CenITex security specialists, and relevant departmental senior ICT executives and CIOs.

Cloud Services Customer Group
The Cloud Services Customer Group acts as a reference group for the development and implementation of the CenITex cloud strategy and the delivery of cloud service. This includes the establishment of an enterprise cloud management capability (operating model) for service provision and delivery, management, billing and reporting; a dedicated high speed network link to cloud hosting providers; and the establishment of cloud hosting services. Group membership includes CenITex Director Customer Engagement (Chair), CenITex cloud specialists, and relevant departmental senior ICT executives and CIOs.

ICT Architecture Group
The ICT Architecture Group ensures that decisions relating to technology, systems, products and designs are aligned to the customer requirements and the business priorities of CenITex. It does this by establishing a reference architecture view of the current and future state, a roadmap, timetable and process for decision making that provides clarity and alignment to the organisational direction. Group membership is made up of CenITex Enterprise Architect (Chair) and CenITex and customer enterprise architects.

5.2 Customer service improvements

Customer Service Roadmap
In 2015−16, a Customer Roadmap was developed in consultation with customers, identifying new and/or enhanced services that CenITex will include in the Customer Service Catalogue over the next three years to support the delivery of customer outcomes. This was one of the priority initiatives for the year, in line with CenITex’s Corporate Plan for 2016/17 ─ 18/19.

The first iteration of the Customer Roadmap was presented to customers’ Chief Information Officers at a SAC meeting in March 2016, and the Roadmap will be updated every six months as part of a process of consultation and engagement with customers. The main features of the Roadmap are:

  • In the first two years, CenITex will establish cloud-based services that focus on application hosting, storage and desktop mobility aligned to customer requirements. It will also deliver quality infrastructure (network, security, directories, reporting and billing) that supports those cloud-based services.
  • In the third year, CenITex will equip well-trained staff to advise its customers on how to maximise their use of integrated hosting services. CenITex will also deepen arrangements with third-party vendors to provide key ICT business solutions.

The following table demonstrates the transition of services to meet customer requirements over the next three years. A key focus will be delivery of cloud and mobility based services.

Target Service Catalogue – 1 July 2018

Service Management   Professional Services   Server Hosting   End User Computing   Network & Security Services
Service Desk & Support
  • Desktop Support – Standard
  • Desktop Support – Premium

Application Support

 

Monitoring Services

  • Server
  • Website

Service Desk Integration

  • Remedy

*Inventory Management (Reporting)

 

*Dedicated Onsite Resource Team

 

*ICT Brokering Service

  Infrastructure & Cloud Services
  • Infrastructure Architecture and Design
  • Cloud Consulting – Integration

Project management
  • Solution Delivery
  • Customer Project Support
  • Proposal Development

Security Services
  • Risk Management
  • Security Policy
  • Service Assurance
  • Vulnerability

*Test Management Services
  • Preliminary Testing
  • Test Design and Planning
  • Test Coordination
  • Test Management System
  • Test Environment Management
  • Test Review

*Business Continuity Consulting
  IaaS – On Premise
  • Small
  • Medium
  • Large

*IaaS – Cloud
  • Small
  • Medium
  • Large

Physical Servers (Windows, Solaris)

Co-Located Server

Database Platform – On Premise
  • Shared Domino
  • Dedicated Oracle, Sysbase, Ingres

*Database Platform – Cloud
  • Azure PaaS – SQL
  • AWS PaaS – SQL

Application Platform
  • Shared (Websphere v7, Domino, Notes, IIS)
  • Dedicated (Websphere, Business Objects, IS, Apache, J2EE)

Storage
  • Capacity
  • Performance
  • *Corporate Storage – One Drive
  • Backup
  Desktop Management & Mobility
  • Desktop – Office
  • Desktop – Mobile
  • *Productivity Tools – Office Online Open Desktop
  • *Mobile Device Management
  • *Mobile Application Management

Email and Calendar
  • *Email & Calendar (Exchange Online)

*Unified Communication & Collaboration
  • Collaboration – Skype for Business
  • Private Social Network – Yammer
  • Enterprise Content and Document Management – SharePoint
  • Intranet – SharePoint

Video Conferencing
  • Managed Meeting Rooms

Printer Management

External Access
  • Virtual Desktop
  • Token Management
  Networking
  • LAN, Dedicated Link, Shared Link, Internet, WAN, Load balancing
  • *Direct Cloud Connect (Express Route)
  • *Managed WiFi
  • *Network Operations Centre

Identity Management
  • Identity
  • Secure System Access
  • *Federated Identity
  • *Trusted (Non-GSP) Users

Security
  • *Real Time Threat Management (SOC)
  • *Desktop Security – Application Whitelisting

*New services

Customer satisfaction survey
CenITex completed its first customer satisfaction survey in March/April 2016. Conducted independently by the Andrews Group, the survey addressed all aspects of IT services and support provided by both CenITex and our customers’ IT staff.

The results were based on 782 responses drawn from a broad based and randomly selected sample of users of all employment grades and technology usage types (i.e. office based, mobile worker, tablet user, scientific power user) working in Melbourne’s central business district and metro area and regional and international locations.

The survey did not distinguish between IT services provided by CenITex or customers.

The focus was everything IT covering all services government staff consume.

Overall satisfaction with IT was 62 per cent; 21 per cent of respondents were neutral and 17 per cent were dissatisfied.

CenITex provided each customer with their own report on their users’ results and developed a series of action plans to address the areas of common dissatisfaction, specifically external access, internet and email and calendar; as well as partnering with individual customers to address local areas of dissatisfaction. There will be reports every six months on the progress of these action plans.

Customer satisfaction with IT Service Centre
CenITex polls customers fortnightly to gather their feedback, improve customer response and support technical and service analysts. Over the past year, the customer satisfaction rating averaged 89.90 per cent positive, 8.46 per cent neutral, and 1.64 per cent negative.

Chart 1 below plots the customer satisfaction rating with the IT Service Centre from July 2015 to June 2016. CenITex has exceeded its KPI of 85 per cent satisfied throughout the year, ranging from 90.51 per cent in July 2015 to 90.73 per cent in December 2015 to 89.95 per cent in June 2016.

Chart 1 – CenITex customer satisfaction with IT Service Centre 2015-16

Chart 1 – CenITex customer satisfaction with IT Service Centre 2015-16

5.3 Key customer initiatives

Security uplift program
The CenITex Board commissioned an independent review of security risks to support and protect future business strategies. The review's recommendations for risk mitigation formed the basis of the security uplift program which received board-approved funding of $6 million over three years, to be overseen by the Cyber Security Customer Group.

Sixteen projects were earmarked for funding under the program, and four projects have already been completed:

  • Application whitelisting – successful internal pilot of Microsoft Applocker, which prevents the download of malicious and unauthorised software onto devices. It is now available to customers in the Customer Service Catalogue.
  • Critical patch process – Agile-developed new process to accelerate the delivery of high priority operating system patches.
  • Intrusion Protection System upgrade – uses smart blocking to repel known security threats, a new advanced threat defence tool to intelligently block executable files, and increased capacity to manage the increase in internet and network traffic anticipated by DHHS joining the Government Shared Platform (GSP).
  • 24x7 Security Operations Centre – monitors the incidence of malware and virus attacks.

The security uplift program also features enhanced firewall monitoring, advanced secure mail gateway service, new security incident and event management tools, mock testing of security incident handling process and policies, an uplift of cryptographic management and a further strategic review of cyber security operations and risks.

Program Unity
In October 2015, Ministerial approval was given for the Department of Health and Human Services (DHHS) to migrate from its standalone IT infrastructure environment to the Government Shared Platform (GSP) managed by CenITex.

Program Unity was set up as a partnership between DHHS and CenITex to move 10,000 DHHS staff onto the GSP and deliver a technology uplift and increased capability for the department. The migration will enable CenITex to realise economies of scale by managing nearly double the number of Victorian Government users on the GSP.

In January 2016, the DHHS network was successfully joined to the GSP, the first step in enabling DHHS to consume GSP services. The network join then allowed both organisations to begin the joint design, planning and uplift of GSP infrastructure, capacity, services and DHHS legacy and bespoke applications – everything needed to onboard another 10,000 users onto the GSP.

DHHS has identified cost savings by reducing the physical footprint of its secondary data centre assets and relocating them to available space already leased to CenITex GSP assets. The relocation of the secondary data centre expected to be completed in September 2016.

In May and June 2016, two pilots were run to test the Windows 8.1 standard operating environment (SOE) and a new automated system to install the new SOE on DHHS’s PCs and laptops. During the same period, DHHS was successfully migrated from its own support system to Remedy - the GSP IT service management system. The broader rollout of the new SOE to 10,000 users is anticipated to be completed in early 2017.

In 2015-16 CenITex undertook a number of major projects to support customers including:

  • DPC desktop transformation –replaced 900 desktop PCs with ultra-mobile notebooks, enabling staff to access the DPC network from any location via the internet.
  • DELWP wireless network − installed a WiFi network (aligned to the GSP) at DELWP’s Nicholson Street offices in Melbourne.
  • DJR migration to a new virtualised mail server and uplift of Solaris servers – work was completed to provide multiple reliable, robust and scalable Solaris virtualised environments that will meet the growing demands for DJR applications. Sixty physical servers were migrated from end-of-life physical hosts, including the production mail server environment.
  • DEDJTR international Office and Support Upgrade – completion of two years of work, with all 17 international Victorian Government Business Offices now having 24x7 level 2 expert support for mobility, desktop services and Lotus Notes.
  • DJR internet gateway restoration program – began a core network infrastructure restoration program to ensure delivery of DJR’s critical ICT requirements in the 2016−17 year.

Innovation Fund
CenITex established a $2 million Innovation Fund in 2015/16 to support proof of concept solutions that would deliver innovative products and services. The fund is open to both CenITex customers and CenITex internal business units. Funding proposals must demonstrate the potential to generate economic or efficiency improvements for CenITex and its customers, take a practical approach to technical and commercial feasibility, and benefit the wider customer base.

Customers committed an extra $520,326 to various proofs of concept. As at 30 June 2016, $1,799, 650 was committed to the following projects:

  • Cloud services – successfully migrated physical servers into a cloud environment, and developed a Solution Architecture Design for connecting to Microsoft Azure cloud services.
  • DHHS Corporate Reporting Tool – established Microsoft Azure cloud-based common business intelligence reporting for DHHS.
  • DELWP Mobile Access Gateway – simplified access of web-based applications enabling staff to access business applications via a mobile device. Subject to usability testing, the service will become a Catalogue Service for GSP customers.
  • Land Victoria migration plan to an enterprise Solaris environment – developed a design to migrate physical servers onto a virtualised environment.
  • Office 365 – development of foundation services required to migrate customers onto Office 365.
  • DELWP ADFS - testing of Microsoft’s active directory federated services) technology to provide cost-effective and seamless identity management required for Microsoft’s Office 365 platform and other cloud-based services.

CenITex has allocated a further $2 million to the Innovation Fund for 2016/17.