Telephony trifecta: improved services, reduced costs and risk mitigation

GovNext-ICT Case Study 3

Fremantle Ports

Fremantle PortsTelephony trifecta: improved services, reduced costs and risk mitigation

2

“GovNext-ICT provided us with a competitive buying framework, releasing Fremantle Ports from capital investment and the need to manage legacy equipment.”

Glen Radica, Chief Information Officer, Fremantle Ports

Comments from Fremantle Ports

Background:

Fremantle Ports is a Western Australian Government Trading Enterprise that manages the Port of Fremantle.

The agency had an aging, high maintenance telephony system that was at high risk of failure due to its legacy platform.

The agency chose to start their digital transformation with an upgrade to VoIP Telephony services. This would enable a digitally connected workforce, critical to efficiency and growth at Fremantle Ports, as well as reducing costs and maintenance.

It also provides redundancy in telephony services due to the nature of the technology selected.

Implementing GovNext-ICT Services:

The GovNext-ICT Service Broker team held a workshop with Fremantle Port stakeholders where they captured their current state of infrastructure (services, technology and contracts).

They identified opportunities for the adoption of Infrastructure as a Service (IaaS) and developed a high-level roadmap that prioritised IP telephony as an important first step.

The Fremantle Ports team then sought quotes from GovNext-ICT contractors to transition from owner/operators of older PHBX telephony to consumers of IP telephony services.

Key lessons and outcomes for Fremantle Ports:

An upgraded telephony system is an important first step toward consumption of Infrastructure as a Service (IaaS), allowing Fremantle Ports to focus on future digital solutions for its customers and staff, as well as benefiting from the elimination of call costs.

Digitally connected services will improve collaboration and an important first step in their digital transformation journey.

Agency Contact:

Glen RadicaChief Information OfficerE: glen.radica@fremantleports.com.au

Benefits Realised

3

For more information about GovNext-ICT:Please visit gcio.wa.gov.au and search “GovNext-ICT”.

GovNext-ICT Contact:Colin MacDonald

E: colin.macdonald@gcio.wa.gov.au

Risk Mitigation

• Elimination of aging infrastructure

• Fully redundant telephony-as-a-service solution

BusinessBenefits

• Staff cost reduction from staff managing aging infrastructure

• The IP telephony system is scalable, allowing the system to grow with the agency

• Business continuity built into the design in the event of failures

New Opportunities

• No capex on hardware required, including all new handsets for all users

• VoIP call costs are free, reducing monthly bills significantly

• Collaboration productivity using the VoIP technology selected

CostBenefits

• IP telephony will improve customer service by integrating the VoIP functions with business applications