AR 2016-17 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 includes customer representatives from all departments and major agencies to whom CenITex provide services. This group ensures CenITex’s continued focus on the key customer challenges and improvement activities are aligned to their strategic needs. 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 (Chair), 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 services. 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. 

Service Delivery Forum 
The Service Delivery Forum focuses on operational performance and the development and approval of strategies and activities for CenITex and its customers to improve service management processes and practices, including service levels, responsiveness, priorities, new services, tools, reporting and operational needs. The forum is chaired by CenITex Director Service Delivery and attended by customer CIOs and/or their delegates. 

5.2 The Machinery of Government (MoG)

As of 3 April 2017, the Youth Justice Service moved from the Department of Health and Human Services (DHHS) to the Department of Justice and Regulation (DJR) as part of a package of reforms to youth justice. 

To support this change, CenITex leveraged the recently completed network join of the DJR network to the GSP, extending the DJR network to previously DHHS-dedicated sites that had now become co-located because of the MoG. 

The network was extended initially to two sites, Malmsbury and Parkville, and new DJR login accounts were created for 840 staff. The extension of the network to additional co- located sites and the creation of further logins is due for completion in the latter half of 2017. 

5.3 Cost review and realignment 

To better align CenITex services to market offerings and improve cost to price service alignment for customers, CenITex undertook a review of its cost model in 2016/17. 

Phase 1 of improving price transparency was completed with market benchmarking and realignment of project delivery resources. Phase 2, to be undertaken in 2017/18 will benchmark and realign Service Catalogue pricing. 

In February 2017, the CenITex Board reviewed a new cost model for GSP services. The costs were modelled against services in a restructured service catalogue specifically designed to align services to their underlying cost. 

5.4 Engaging new customers 

VicRoads
In April 2017, VicRoads signed a proposal to enhance its cyber security capability by leveraging services from the 24 x 7 Security Operations Centre (SOC), including real-time event management, threat analysis and incident response support, and proactive security intelligence and reporting. Although VicRoads does not use CenITex GSP network services, the 24/7 SOC cyber security capability can be consumed by any Victorian Government entity, resulting in improved security for their network connections and their critical systems. 

In June 2017, VicRoads signed a Memorandum of Understanding (MOU) with CenITex that set out the terms and conditions by which VicRoads can request services from the Service Catalogue, including project delivery services.

5.5 Transitioning customers to Service Catalogue 

Court Services Victoria 
Following the submission of a detailed proposal jointly developed by CenITex and Courts Services Victoria (CSV), the Courts Council, chaired by the Chief Justice of Victoria, approved the migration of CSV’s network, hosting and desktop services onto the CenITex GSP. This will take place during 2017/18. 

5.6 Customer service improvements 

Security uplift program
CenITex’s new Security Operations Centre (SOC) began operation on 1 August 2016, delivering around-the-clock real-time threat management for Government Shared Platform (GSP) customers and the Department of Health and Human Services. 

The introduction of the SOC is part a $6 million security uplift program announced in 2015/16 and overseen by the Cyber Security Customer Group. The SOC monitors critical security data logs from firewalls, web proxy servers and McAfee tools to identify network intrusions, malicious software and suspicious traffic. The centre also extends the previous CenITex cyber threat management and incident response services from standard business hours, five days per week, to 24x7 coverage. 

In September 2016, CenITex upgraded its intrusion protection system with the Proofpoint Targeted Attack Prevention (TAP) system. TAP uses advanced threat detection features and is aligned to the Australian Security Directorate’s mitigation strategy #6, which proposes automated dynamic analysis of email and web content to detect suspicious behaviour.

Customer reporting 
To improve performance reporting and give customers deeper access to performance reports and data, CenITex agreed on a new range of performance measures to report on. To meet these reporting requirements CenITex has undertaken a significant uplift in internal data quality and data integration. 

The data has been consolidated into a reporting system call Tableau, which allows customers to self-serve and gain visibility on service related queries e.g. service costs, incidents, requests and projects.

Customer self-service 
Over the past 12 months CenITex has developed ways to give customers the capability to self-serve, including requesting and approving services, tracking request progress and accessing knowledge bases. This capability will be delivered through CenITex’s new self-service portal ReQuestIT. 

ReQuestIT currently provides CenITex customers with an alternative to calling or emailing the IT Service Centre to raise a service request or report a fault. The portal features a modern and user-friendly interface and provides the ability to log requests and incidents 24/7 as well as view updates on the status of their requests and reported faults. 

Future releases of the portal will include features such as Live Chat with a service desk analyst and the ability to request and provision select items in the Service Catalogue, as well as a dashboard to check the service health of key services. The service is being prepared for adoption by customers on the GSP during 2017/18. 

In addition, the ReQuestIT portal features a new self-service password reset service, which was successfully piloted with CenITex staff in December 2017. Resetting a person’s network password is one of the most common requests to the IT Service Centre. 

The service offers three ways to reset a password: SMS verification, mobile device verification and security questions. The service is being finalised for customer adoption in 2017/18. 

Customer satisfaction survey 
CenITex completed its second customer satisfaction survey in April 2017. 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 2628 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 on everything IT, covering all services government staff consume. 

Overall satisfaction with IT was on par with the previous year at 61.5 per cent; the percentage of respondents who were neutral (21 per cent) or dissatisfied (17 per cent) remained the same as last year.
There were notable gains in satisfaction with the Internet and the friendliness of IT staff. Respondents were marginally more dissatisfied with remote access services, business applications, access to data and their IT Helpdesk services. 

While more people thought that IT support better understood their needs and provided software that could help them be more effective and efficient, satisfaction with IT support dropped in four key areas:

  • Issue being fixed quickly
  • Timeliness of response
  • Issue being fixed first time
  • Having a single point of contact to resolve a problem.

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; as well as partnering with individual customers to address local areas of dissatisfaction. 

Customer satisfaction with the 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 89.86 per cent positive, 8.47 per cent neutral, and 1.69 per cent negative. 

5.7 Key service initiatives 

Alignment to the Victorian Government ICT Strategy 
The Victorian Government’s Information Technology Strategy 2016-2020 gives guidance to decision-makers in the public service and provides insight into government’s approach for use by the Information and Communication Technology (ICT) sector. 

The strategy has four priorities:

  • reform in how government manages and makes transparent its information and data,
  • seizing opportunities from the digital revolution,
  • reforming government’s underlying technology and,
  • lifting the capability of government employees to implement ICT solutions that are innovative, contemporary and beneficial.

Fifteen strategies sit under the four priorities and CenITex, in its development of new strategies and services, is directly working to 10 of them to provide an ICT environment that supports a modern, agile and productive Victorian public sector.

Victorian Government ICT Strategy 2016-20 

Information & data reform Digital opportunity Technology reform Capability uplift
Open information and data Digital services Modern staff productivity systems Strengthening ICT project delivery and probity
Holistic management of information Mobile delivery Sharing corporate systems Strengthening ICT procurement
System approach to government data sharing Digital engagement with citizens Sharing technology systems Transform willingness to engage
    Cloud-based systems Increased awareness of contemporary technology approaches
Key:
shaded items = Direct relationship unshaded items = Indirect relationship
  Improved security  

Customer Services Roadmap 
CenITex is one year into a rolling three-year Customer Services Roadmap, developed in consultation with customers to identifying new and/or enhanced services that CenITex will include in the Customer Service Catalogue. This roadmap is updated every six months as part of a process of consultation and engagement with customers. 

In the first two years, CenITex will established cloud- based services that focus on application hosting, storage and desktop mobility, and deliver quality infrastructure (network, security, directories, reporting and billing) that supports those cloud-based services. 

In the third year, 2018, CenITex will equip and train staff to advise customers on how to maximise their use of integrated hosting services. CenITex will also increase arrangements with third-party vendors to provide key ICT business solutions. 

The following table shows a list of all services that customers have advised they need for the coming three years, and it is intended that all these services will be implemented by the 2019/20 financial year. This Services Roadmap is reviewed quarterly with customers, updated every six months and formally published once a year. 

Service management
 
  Professional services   Hosting & cloud   End User Computing   Network & Security
Self Service Portal

On boarding-Off boarding

Software Asset Management

Service Integration

Cloud Automation

Service Desk as a Service
  Project management
  • Solution Delivery
  • Customer Project Support
  • Proposal Development

Cloud Infrastructure

Consulting

Vulnerability Testing

3rd Party Contract Management

Notes to SharePoint Migration
  Compute Gold Service - Azure

SQL Database - Azure

DIY Platform - Azure

DIY Platform - AWS

Compute - AWS

Storage - AWS

Secure Host Cloud

Workspaces - AWS

Secure Host - On Premises

Developer Tools
  Cloud-Based GO Office 365
  • Desktop
  • Mail & Diary
  • Collaboration Suite

Virtual Desktop

Mobile Device Management

Integrated Meeting Rooms

BYOD Computing

Application Store

Unified Communications
  Managed Wifi - Access Points

Internet Link Gateway

Security Advisory Services

Office IT in a Box

Secure File Transfer

USB Encryption Management

3rd Party Identity & Access Management

CloudLink - cloud connectivity

Managed Certificates

Software Defined Networks

Network Operations Centre

3rd Party Cloud Partners

Data Loss Prevention

Customer Service Catalogue 2016/17 
The Customer Service Catalogue 2016/17 was released on 1 July 2016 in a new slimline, easy to access format and with reduced prices and new services. 

Pricing reflected the absorption of consumer price index (CPI) increases in 2015-16 and a 2.5 per cent discount off all GSP catalogue workplace and hosting services in 2016-17. A further 2.5 per cent discount was available to customers who paid annually in advance. 

The catalogue was aligned to the service families agreed with customers as part of the development of the Services Roadmap. New or enhanced services featured in the catalogue included:

  • Virtual Solaris Server – established through asset refresh, offering among other things high application availability by default and reduced pricing.
  • MobileConnect – a secure and effective method to connect mobile devices to access business systems hosted on the CenITex GSP. This services is the production version of a successful proof-of-concept funded by the CenITex Innovation and Research Fund and DELWP.
  • Microsoft Azure-based public cloud service.
  • Real time threat management - a suite to cyber security threat management, monitoring, predictive intelligence and incident management tools and services to maintain ICT service confidentiality, integrity and availability.
  • Microsoft Windows 10 – available as an upgrade for shared desktop environments.
  • Wireless LAN – wireless access for desktops and notebooks to departmental local area networks.
  • Application Whitelisting – security service to protect against the downloading and execution of unauthorised software and malicious programs.

Cloud services strategy
Since July 2016, CenITex has been implementing a cloud services strategy aligned to the Victorian Government’s ICT Strategy. This cloud strategy has five pillars:

  • Cloud hosting services in Azure and AWS.
  • Enterprise cloud management capability for brokering, integrating, reporting and billing services.
  • Cloud network connectivity that provides a high speed private and scalable link to the cloud
  • GO Office 365 – a single shared tenancy capable of supporting the whole of Victorian Government.
  • Enterprise-endorsed mobile device management tool to support departments and agencies that wish to support a bring your own device (BYOD) strategy.

The GO Office 365 shared tenancy uses the Active Directory Federated Service to provide authenticated access to Victorian public servants using their standard identity and network credentials, which is aligned to the Victorian Government’s Workplace Environment Standard. 

CenITex customers now have the capability, scalability and security safeguards to take advantage of cloud services, providing their staff with a contemporary and innovative work environment that can help improve government services to the Victorian public. 

GO Office 365 
Over the past 12 months, CenITex has built a single, secure, shared tenancy based on Microsoft Office 365 suite of productivity, collaboration and mail tools, capable of supporting the whole of Victorian Government. The service adheres to Victorian Government workplace standards and is branded Government Office (GO) Office 365. 

CenITex successfully migrated its staff onto GO Office 365 in 2016/17, building the know-how and service offerings to enable customers to buy this service from our Service Catalogue in 2017/18. CenITex also built a co-existence solution to allow customers to maintain their Lotus Notes infrastructure while they migrate to the Exchange messaging platform. 

The seven GO Office 365 technology streams are:

  • Foundation Identity (Active Directory Federated Service)
  • Messaging (Exchange Online)
  • Unified Communications (Skype for Business Online)
  • Collaboration & Content Management
  • (SharePoint/OneDrive)
  • Enterprise Mobility
  • Office 365 ProPlus
  • Enterprise Social (Yammer)

Contemporary Office solutions in the cloud 
GO Office 365 was one a several cloud-based services successfully developed for customer adoption in 2017/18 in line with the Services Roadmap. The following new services were developed in 2016/17 and will feature in the Customer Service Catalogue 2017/18:

  • CloudLink Express Route – a cloud provider independent network to access any cloud service peered with Equinix cloud exchanges in Melbourne and Sydney.
  • CloudLink IX Peering – a private connection to the Equinix cloud exchanges.
  • GO Desktop – operation platform to access corporate applications and GO Office 365 services.
  • GO Office 365 - tailored support services and a suite
  • of Microsoft based productivity tools.
  • GO Office 365 Collaboration - collaboration tools Yammer Enterprise, SharePoint; and Skype for Business.
  • GO Office Exchange - integrated mail, calendar and task scheduling system.
  • Standard Desktop for non-supported devices - virtual desktop platform and necessary software licensing to access corporate applications and GO Office 365 software on devices that are incompatible with standard corporate PCs and notebooks.

In June 2017, CenITex announced to customers that the same price reductions, cost absorptions and discounts applied to the 2016/17 Service Catalogue would be reapplied in the 2017/18 catalogue. Following a cost benchmarking exercise, CenITex reduced the hourly rate for some of its project resources. CenITex also significantly reduced the price of corporate storage (by 65 per cent) and email archiving (by 55 per cent). Overall, the pricing and rate card reductions, absorbed costs and discount represent a reduction of $9.2 million based on 20167/17 customer consumption. 

Innovation Fund 
CenITex maintained a $2 million Innovation Fund in 2016/17 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. 

New projects funded in 2016/17 focused on improving customer access to cloud services and preparing their readiness to adopt GO Office 365.

5.8 Key customer project initiatives 

Program Unity 
The migration of DHHS onto the GSP and Windows 8.1 desktop environment, completed in March 2017, involved the relocation of all DHHS infrastructure at the Ballarat data centre, a network join and the transition of the IT support functions from a Computer Associates to the GSP Remedy- based support environment. The desktop upgrade involved 67 individual DHHS sites and 9000 devices to upgrade including the replacement of 3800 devices. 

DHHS CRT project 
The new DHHS Cloud reporting tool (CRT) platform in Microsoft Azure has been a collaborative achievement involving the transition of 24 reporting solutions and 2000 users from a legacy platform to a leading-edge, fully virtualised and secure Cloud platform. 

The collaboration involved setting up a secure and fully virtualised cloud hosting environment; the migration of three generations of operating system (Windows Server 2003 to Windows Server 2012R2) and application (SQL Server 2005 to SQL Server2014) and 2000 users who execute up to 50,000 reports per month; and new service capabilities such as business intelligence toolsets. 

DJR network join and firewall refresh 
A network join was successfully completed in March 2017, establishing network connectivity between the GSP and DJR Domain Name System (DNS) servers. CenITex and DJR also completed the final stages of a complete firewall refresh that protects data centre assets.

The network join is the first milestone in the roadmap for DJR and Court Services Victoria to leverage the GSP network, hosting and securities services and consume services from the Service Catalogue.