Professional Services Bulletin - Edition 2
Summary
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On behalf of the management and staff at Consultel IT&T, I would like
to take this opportunity to welcome you to the inaugural edition of our
"Professional Services Bulletin".
Consultel has a 20 year background in delivering high quality,
independent IT&T professional services throughout Australia and
overseas. Our consultancy advice and service has assisted hundreds of
organisations over this time.
This is a quarterly publication that seeks to inform our customers
about emerging innovations in IT&T technology through case study
examples of how other organisations are accepting and deploying these
new technologies.
We also aim to describe our specific role and contribution in these
projects to demonstrate our capability and versatility in assisting
businesses through the complexity and challenges of doing business in
the 21st century.
I encourage you to read our new publication, and should you have any
questions in relation to any of the articles we discuss, feel free to
call me at our Melbourne office on (03) 9347 4711.
Graeme Leigh
Director
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Telephony Research Study for VicRoads
VicRoads is a statutory authority responsible for motor vehicle and boat registrations, drivers’ licences and the
Driver Demerit Points management. Customer transactions are conducted through two separate call centres as
well as the Internet.
Consultel was engaged to conduct a study and produce a report identifying opportunities for VicRoads to provide
secure delivery of transactions to customers more efficiently and effectively using current and emerging technologies.
Consultel was commissioned to:
- Interview key stakeholders;
- Analyse current call traffic patterns;
- Survey interstate and international road transport authorities;
- Review best practice in organisations conducting similar functions;
- Review vendor and service provider infrastructure and plans for the future; and
- Develop recommendations for the future.
The final report identified significant savings in current operating costs as well as improvements in customer service
through the introduction of speech recognition and related technologies. In addition significant revenue generating
opportunities through the implementation of SMS customer information projects were identified.
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Voice and Data Communications Strategy for Southcorp Wines (NSW)
Southcorp, one of the worlds top ten wine producers, is inherently a geographically broadly distributed
entity, requiring robust telecommunications services and infrastructure in order to keep in touch with all
the locations at which it does business, including Australian offices, wineries, distribution centres and international
offices. In many cases these locations are wineries located by necessity in rural areas, poorly serviced
by business-class telecommunications infrastructure, presenting a considerable challenge to Southcorp
to obtain and maintain a coherent and effective telecommunications infrastructure within a costeffective
structure.
Consultel - Brooks Worrad Partners (BWP) was engaged to provide Southcorp with a comprehensive
independent evaluation and review of their current voice and data infrastructure, and a strategy for the
future development with a focus on cost reduction and functionality enhancement.
The study identified immediate and ongoing cost efficiencies of over 30% of their annual recurring telecommunications
expenditure through a variety of short, medium and long-term initiatives. As a result of
this study Consultel - BWP was engaged to implement the majority of the recommendations and assist the
Southcorp team in evaluating several vendors and network architectures, gathering detailed stakeholder
requirements and generating comprehensive Request For Proposal documentation for vendor selection
and implementation.
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Design of a VoIP Network for the Department of Land
Information (DLI) Western Australia
Department of Land Information (DLI)’s existing voice network consisted of standalone PABXs across a number
of sites in Western Australia. The Midland PABX infrastructure had been obsolete for some years and was long
overdue for replacement. The risk of failure of the PABX was the primary driver for replacement, supported by a
secondary need for improved functionality from the voice system to support improved customer service. In particular,
DLI required a state of art contact centre solution to increase the department’s effectiveness in interfacing
with its customers and increasing its staff efficiencies.
Consultel was engaged to produce a functional design of a VoIP network to replace DLI’s existing PABX network.
The following processes were managed by Consultel:
- Needs analysis involving identification of key stakeholder requirements for the new system;
- Preparation of evaluation criteria for a Procurement Plan and tender documentation;
- esign of an IP telephony network supporting 1300 users across 6 sites;
- esign of a state of art contact call centre comprising 50 agents and 5 supervisors;
- Preparation of a functional specification for inclusion in a RFP;
- Assistance with the tender evaluation and selection of a preferred supplier.
The project was completed on time and to the satisfaction of the client.
To speak with one of our consultants, ring 1800 111 485. The service
is available Monday to Friday between 9:00am and 5:00pm across
Australia.
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Melbourne University Microwave Radio Relocation Risk
The University of Melbourne was involved in a project to develop a 10 storey complex at Eastern Precinct which
would cause problems to the operation of a number of microwave radio links which connect Melbourne University
to five universities within the AARNet network. Melbourne University is the “Facility Manager” who is responsible
for management and operation of the Victoria Local RNO Hub to enable intra-organisational communication and
Internet access to other AARNet members.
A number of microwave dishes had to be relocated to new location/s to ensure that the radio network remained
operational. Internet and network access would be interrupted during relocation. A detailed study was required
to assess the impact and the risks likely to occur in this relocation project. This included a review of the line of
sight and impacts of the crane and the final building form on the actual service and then a design proposal to manage
the identified risks.
The scope of the project was to carry out a detailed study of impact due to interruption of AARNet service, identify
all parties affected and to assess the ramification and risks involved should there be a loss of service.
Consultel prepared a Risk Management Report and a project plan based on the recommendations that were accepted
by Melbourne University.
Design & Implementation of Telecommunications Audit Plan
(TAP) for Qld Health to determine LAN/WAN Readiness for VoIP
Queensland Health’s (QH) existing voice network for approximately 400 Hospital and Community Care sites consisted
of mostly standalone PBXs and LANs across Queensland. The Health Information Directorate had embarked
on a project for scaled upgrading of PBXs at all sites over a 3 year period. Other projects were also underway to
introduce new technologies such as teleradiology, remote ophthalmology, VoIP and video conferencing services. All
projects required an audit of existing WAN/LAN and computing environments to determine readiness for equipment
upgrade.
Consultel was engaged to produce an audit strategy to combine the needs of these projects into a single audit and
to schedule, manage, catalogue and publish the audit process to enable rapid deployment of these new technologies.
The main purpose of the TAP was to provide fundamental detail underpinning the RFPs for equipment to each site.
The following processes were managed by Consultel;
- Needs analysis involving identification of clinical stakeholder requirements for the new systems.
- Preparation of evaluation criteria for tender documentation.
- Design of scorecard system to rate and differentiate site LAN and Voice Cabling readiness.
- Design of a site prioritisation matrix to determine the order of upgrade of the 350 sites;
- Design and development of an SQL database to publish audit material on QH’s intranet.
- Preparation of a requirements specification for inclusion in each site’s RFP.
- Assistance to team project managers for tender evaluation.
A successful pilot trial of the TAP was run over 17 sites in early 2005. The program to audit the remaining 300+
sites with two TAP project teams commenced in April, and accelerated to six teams in August 2005.
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