Transforming Local Government Services
A Case Study of IComm's Managed Services Partnership with Hobsons Bay City Council
Introduction
Nestled along the picturesque coast of Melbourne, Hobsons Bay City Council is committed to public service improvement and innovation to better support their vibrant and much valued community. Partnering with IComm for Managed Services specifically for of the Meeting Room Environment, we have become an extension the Hobsons Bay City Council IT Team. This partnership has greatly reduced the need for the Council IT Team to be distracted by technical Rooms issues, faults, preventative updates and concerns with useability of the rooms. It has allowed the Hobsons City Bay Council IT team to focus on core business operations and improving the quality of public facing digital services and community experiences. This case study shines a light on the transformative power of managed services, highlighting how innovation and dedication can lead to remarkable outcomes.
Background
With a rich tapestry of civic buildings, from a newly renovated Civic Centre with 20 Teams rooms to five bustling libraries, Hobsons Bay City Council was at a critical juncture. "We have a very large number of AV and VC spaces across our civic centre and community buildings, but only a small IT team to support them", explained Roger Verwey, reflecting on the scale of their operations. The 'Council Plus' project was a good example of Hobsons Bay's effort to modernise library spaces, increase library patronage, improve public access to essential Council services, and integrate cutting-edge technology.
Guided by a digital transformation strategy, the Council is replacing its core applications with a modern Microsoft ERP platform. This ambitious project, while exciting, consumed considerable time and resources. "We've been heavily focused on the implementation of this strategy, while keeping pace with growing operational and business demands" Roger remarked, underscoring the importance of finding a capable partner to navigate this journey.
Solution
IComm, renowned for Managed Services and partnering with customers for the long term, provided comprehensive support via a dedicated Customer Success Manager for Hobsons Bay City Council. This service model included robust service level agreements and a seamless escalation path, ensuring quick and efficient resolution of any issues. Roger emphasised the value of this support, saying, "Having support and expertise available so that when you do have a problem, it can be fixed... in a timely manner."
IComm's ‘white glove service’ ensured a Technical resource was on hand, always available to manage issues and proactively reducing risk of user disruption. This level of service aims to provide peace of mind and consistent operational efficiency.
Results
The managed services solution delivered by IComm resulted in the following outcomes for Hobsons Bay City Council
Enhanced operational efficiency through seamless technology integration and support.
Improved community engagement via advanced AV and video conferencing capabilities.
Continuous skill development of Council staff through ongoing training.
Effective monitoring and reporting, aiding in early-stage progress tracking and improvement identification.
Increased uptime
These efforts culminated in a more agile and responsive service delivery model, significantly enhancing operational efficiency and community engagement. The partnership has set a new benchmark for excellence, showcasing how a well-executed Managed Services Agreement can drive public sector innovation and growth.
Managed Services
As part of the tailored managed services solution, IComm delivered the following:
Integration of advanced AV technology and video conferencing capabilities in the libraries and community buildings.
Continuous training programs for Council staff, facilitated by IComm's Training and Change Management experts
Detailed reporting mechanisms to track progress and identify areas for improvement, including user adoption
Results
The managed services solution delivered by IComm resulted in the following outcomes for Hobsons Bay City Council
Enhanced operational efficiency through seamless technology integration and support.
Improved community engagement via advanced AV and video conferencing capabilities.
Continuous skill development of Council staff through ongoing training.
Effective monitoring and reporting, aiding in early-stage progress tracking and improvement identification.
Increased uptime
These efforts culminated in a more agile and responsive service delivery model, significantly enhancing operational efficiency and community engagement. The partnership has set a new benchmark for excellence, showcasing how a well-executed Managed Services Agreement can drive public sector innovation and growth.
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