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Advisory, Business Consulting @ Sydney Ferries

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Advisory, Business Consulting @ Sydney Ferries

Background

Sydney Ferries is the operator of the Sydney Ferries transport system on behalf of Transport for New South Wales (TfNSW). TfNSW is the ultimate owner of all assets and a number of technology transformation commitments were made to TfNSW that required complex programmes of work and operational service delivery. Sydney Ferries has limited IT capacity and capability as well as depending on many suppliers who demonstrate mixed performance.

Engagement

Australian Sentinel was engaged to:

  • Perform a current state assessment of IT service and supplier performance.
  • Identify current challenges and improvement opportunities.
  • Play back findings to Senior Executive Management.
  • Provide an independent non-biased recommendation and road map to mature IT service performance.

A challenge to this engagement was getting the required foundational information to do the assessment as well as validated the discovery. This information had to be extracted from:

  • Vendor SLA’s, Internal SLO’s
  • Vendor contracts
  • Operator contracts
  • Service performance reports
  • Service Catalogue
  • Service Management tool
  • Key stakeholders, IT service consumers
  • Validating the information.

Solution

Australian Sentinel successfully completed the assignment by:

  • Assigning resources with the right capabilities and experience to the project.
  • Identifying key IT consumers upfront.
  • Soliciting input from key stakeholders through one-on-one interviews.
  • Utilising our internally developed framework to gather and analyze information from various sources.
  • Being resourceful in discovering information to define the IT service catalogue.
  • Sharing interim/progressive output and validating findings throughout the process
  • Applying best practices and practical experience to our recommendations and IT service improve roadmap.

Outcome

Recommendations & Actions provided by Australian Sentinel to Sydney Ferries were well received by the Sydney Ferries Managing Director and translated into a series of short term action plans and medium term program of works.

What They Say

“Thank you for putting us in touch with Australian Sentinel - their quality is mind-blowing!"

– Gavin Livingstone, Head of Information Technology Projects @ Sydney Ferries