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Advisory, Business Consulting @ Sydney Ferries

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Advisory, Business Consulting @ Sydney Ferries

Customer Challenge

Sydney Ferries operates the Sydney Ferries transport system on behalf of Transport for New South Wales (TfNSW), the ultimate owner of all assets. TfNSW had committed to several technology transformation initiatives, requiring complex programs of work and operational service delivery. However, Sydney Ferries faced significant challenges due to limited IT capacity and capability, as well as reliance on multiple suppliers with inconsistent performance. This hindered their ability to meet transformation goals and deliver reliable IT services.

Our Role

Australian Sentinel was engaged to help Sydney Ferries overcome these challenges by conducting a comprehensive assessment of their IT services and supplier performance. Our goal was to identify improvement opportunities, provide unbiased recommendations, and develop a roadmap to mature their IT service delivery.

Our Approach

Leveraging our Advisory services – Strategy, Discovery, and Recommend, we:

  1. Performed a Current State Assessment:
    • Evaluated IT service and supplier performance.
    • Identified challenges and improvement opportunities.
  2. Gathered Foundational Information:
    • Extracted and validated data from vendor SLAs, internal SLOs, contracts, service performance reports, the service catalogue, and the service management tool.
    • Engaged key stakeholders and IT service consumers through one-on-one interviews.
  3. Developed Recommendations and Roadmap:
    • Applied best practices and practical experience to create actionable recommendations.
    • Delivered a clear roadmap to improve IT service performance.

Outcomes Delivered

  • Provided Sydney Ferries with a detailed assessment of their IT services and supplier performance.
  • Delivered unbiased recommendations and a roadmap to mature IT service delivery.
  • Translated findings into short-term action plans and a medium-term program of works.
  • Enabled Sydney Ferries to address immediate challenges and lay the foundation for long-term IT improvement.

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