Consultel was commissioned by Fair Work Australia (FWA) to develop a Unified Communications and Collaboration strategy for the organisation.  In addition to the strategy FWA required Consultel to provide an associated concept architecture and roadmap for UCC.


FWA rely heavily on technology to not only deliver and support the multitude of IT systems that underpin FWA’s client services, but also to support internal operations, with members and staff employees spread across all states of Australia.

At the heart of this is a desire to develop a Unified Communications and Collaboration (UCC) strategy and roadmap, which would provide a “blueprint” to FWA on what specific technologies it should be considering over the next 5 years.  In many ways, the benefits of a Unified Communications approach are a key supporting pillar of FWA’s vision and organisational culture.


This project required extensive stakeholder engagement and a full review of existing systems and processes.  Following our consultative process our consultants developed a strategic framework which FWA could adopt to evolve and leverage UCC technologies into its business operations.   A holistic approach to UCC was taken and considered some of the broader ICT issues that are required to support UCC.  The key technology findings included in the strategy were:

  • Architecture;
  • IT Systems and Desktops;
  • Networks;
  • Telephony;
  • Video-conferencing;
  • Mobility;
  • Personalised Communications; and
  • Content Management.

The strategy including architecture concepts and technology roadmap was completed on time and on budget.+