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Contents

Strategic Overview 4CEO's Report 6

Cloud 10 Security 12Mobility 14 Data and Analytics 16 Data Centres 18

2Chairman’s Report

4Our Company

8Our Capabilities

92Corporate Social Responsibility

104Directory

106Board of Directors

108Our Clients

98Financial Reporting

20Our Case Studies

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Enterprise 22Payroll 38Financial Services 44Education 52Healthcare 62Government 70Contact Centres and Business Process Outsourcing 86

Datacom Annual Review | 2 0 1 5 - 2 0 1 62

Chairman’s Report

In Datacom’s 50th year of trading, your Directors are pleased to report on the 2014/15 results with the highlight being a 6.3% increase in revenue to NZ$937m against last year’s $881m. This increase maintains the 10-year compound annual growth rate for our revenue at a respectable 11.2%.

The Group profit before tax at $35.3m is below last year’s unusually high $64.7m due to the 2013/14 profit being boosted by the large one-off profit booked on the divestment of the Group’s Asia contact centre business in April 2013 and the commitment of $11.3m in operational expenditure in developing new and future lines of business in 2014/15.

The 2014/15 year has seen the Group scale its investment in growth areas and pursue new market opportunities. The investment of $11.3m in operating costs along with $30m spent on capex, reflects the Group’s coordinated push for business growth. With a strong balance sheet the Group is able to support the funding of these investment programmes from internally generated funds. Our strategic evolution of new products and services concentrates on the development of Datacom’s intellectual property and vertical market specialisation.

The New Zealand business has increased its revenue year on year by 9.2%, continuing more than a decade of consistent growth. This was largely achieved in the IT management divisions where a number of new or extended annuity contracts were implemented and produced a full year’s revenue. The remaining business divisions all generated modest positive growth figures with Datacom New Zealand’s regional activities delivering strong revenue growth.

In Australia/Asia solid revenue growth was achieved in some Australian states but this was partially offset by other states, where there was a noticeable


impact of the downturn in the resources sectors. During the year, Datacom made a 20% strategic equity investment in SmartWard Holdings Pty Ltd, a Canberra-based Australian health informatics company which has developed a healthcare sector-based software system that automates and manages nursing workflow, improving the quality of patient care.

Datacom’s data centre businesses have continued to flourish with a highlight being the New Zealand Kapua and Orbit Data Centres rated by the Uptime Institute (UTI) as “being amongst the very best run data centres in the world”. Kapua and Orbit Data Centres received the Management and Operational Stamp of Approval from the UTI, the first and to date only data centres in Australasia to have received this certification.

This year IDC’s market share analysis indicated that Datacom New Zealand is now the largest IT services company in the New Zealand market. Greg Davidson, Datacom New Zealand CEO’s, noted that while Datacom is very pleased to have taken the top position in New Zealand, the company’s commitment remains the same - “to work closely with our customers to help them transform their businesses”.

The New Zealand Infrastructure Management business has had another stellar year with strong revenue and profit growth achieved through winning new customers and the ongoing loyalty from current customers. The win of the Fonterra data centre hosting and services management was a significant highlight, as was the successful outage-free transition of the services from the previous supplier.

The Datacom software development business maintained its position as the largest provider of custom software development in New Zealand. They delivered very successful custom software projects in the public sector, multiple projects in the Digital Innovation space, and scaled mobility and data and analytics practices for clients across Australasia.

The expansion of the Software and Integration practice in Victoria is also showing considerable growth with new customers secured from the insurance, state emergency services, logistics and infrastructure sectors.

The Australia Systems business increased revenues by 6% and profit by 22%, these are very pleasing results despite a variable market and a number of disruptions during the year. One point of significance was the 17% increase in revenue from third party product sales in a market that is slowly contracting. Datacom is well positioned to continue to gain market share in this area. A notable highlight was Datacom being awarded the contract to supply ICT systems and support services to the Australian Government Department of Health, with an initial five-year contract value of A$242m. This contract is a departure from traditional IT services outsourcing with a structure to provide an outcomes-based fully managed service, with consumption-based pricing,

and a strong focus on service delivery. Lisa Thorburn, Datacom Director Systems ACT, commented: “This contract reflects the changing way these services are required to be delivered to customers and is a positive sign that our focus on developing highly flexible ‘as-a-service’ models is the right direction for our customers.”

Overall, the Australia Systems business remains focused on partnering with customers who wish to maximise cloud availability and reduce their IT spend. Datacom has a proven agility in this field, as clearly evidenced by recent wins.

The Datacom Connect business in Australia continued to grow its federal and state government business and the year finished with a significant win of further work at the Australian Taxation Office in Australia. The Connect business increased revenue and profit in the 2014/15, year while making investments in the creation of new service offerings around contact centres as a service. Connect in New Zealand continued its consistent high level of delivery to its large superannuation and Government customers.

Datacom Kuala Lumpur and Manila reported solid results for the year, with new wins and service offerings to the local market, and are poised for further growth. Of note is the strong performance of the Odin business where Datacom provides worldwide support to the organisation’s clients.

The Datacom Solutions stable of businesses, targeting the provision of specialised solutions and services to the payroll, local government, education and healthcare sectors in New Zealand and Australia finished the year well.

The New Zealand payroll business completed an outstanding year in significantly lifting revenue, profits and payee numbers (+13%), investing heavily in new product development and establishing an operation in Australia selling Datacom’s DataPay suite of products.

The establishment of a local government sales and support team across Australia and New Zealand has led to increasing success in selling Datacom’s Sphere product and councils are appreciating this investment. In the Australian education market, Datacom increased its revenue by over 50% as its team of dedicated education specialists provided services and products to schools and the tertiary sector. In healthcare the year was one of building Datacom’s Health specialist team and working with SmartWard on product refinement and early sales opportunities.

Datacom increased its internal investment programme during the year focusing on enhancing current and developing new services to keep ahead of changing customer and market demands. These focused on national infrastructure and service delivery excellence, security and data centres, which in New Zealand, have now become collaborative ecosystems for many customers including other IT suppliers as customers.

We have committed significant ongoing investment in the reinvention of IT service models, enhanced automation and standardisation.

The way forward for Datacom remains focused squarely on providing better and more cost-efficient services, adding new customers, and leveraging the new vertical and internal investments that are being made. The disruption that technology is bringing to all areas of enterprise activity in both public and private sectors is creating a wealth of opportunity for our capabilities and for our people’s talents.

The company’s year-end cash position at a net balance of $18m was down on the previous year’s $29.5m, being impacted by the high $3.68 per share dividend payments which included the high final dividend for 2013/14 and the increased level of new investments. The company continues to trade comfortably in a cash positive position and is forecast to increase cash balances in the coming year.

Capital expenditure for the year totalled $30m. At year-end, shareholders’ funds were $171m with the equity-to-total assets ratio at 45% (last year 44%).

During the year, staff numbers increased by 9% to 4,095, with 2,655 in New Zealand, 1,302 in Australia and 138 in Asia.

Retaining and attracting talented people to match our growth is a constant challenge. The key to success is providing meaningful and interesting work for all and Datacom strives to provide the environment, opportunities and conditions that achieved this. We are so fortunate to have such a strong and capable workforce which is the direct link to innovative services and happy customers.

On behalf of the Directors and myself, I would like to record our sincere thanks to all Datacom employees for their contributions throughout the year just completed and also to the many ex-staff members who have contributed over the company’s 50 years of operation. We look forward to the next 50 years.

For and on behalf of the Board

Craig Boyce Chairman

Datacom Group Limited

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Our Business A privately-owned, unlisted company

• We design, build, assemble and run technology platforms, applications and services to support existing processes and brand new ways of doing business

• 4,095 people across New Zealand, Australia, Malaysia and Philippines

• 27 offices across four countries

• 50 years of continuous growth

• Asia Pacific aligned and globally capable

• Our end-to-end offer ensures we deliver business transformation

• Locally responsive leadership

• Rigorously independent

Our Growth• Total operating revenue up 6.3% to NZ$937 million,

A$920 million

• 10-year compound annual growth rate for revenue at 11.2%

• 9% increase in staff numbers to 4,095

• Co-ordinated push for business growth – Datacom’s intellectual property and vertical market specialisation including Education, Health, Local Government and Security

• IT Management business achieved another year of exemplary revenue and profit growth through winning new customers and ongoing loyalty from current customers

• Australia Systems business remains focused on customers wishing to maximise cloud availability and reduce their IT spend

• Software, integration and application management practices have grown right across the Group thanks to our world class team of more than 1,000 software specialists

• Australia Systems business increased revenue by 6%, including a 17% increase in revenue from third party product sales

• Datacom Kuala Lumpur & Manila reported a solid year with new wins and service offerings in IT Management

• The New Zealand payroll business significantly lifted revenue, profits and payee numbers and is investing heavily in new product development and establishing an operation in Australia selling Datacom’s DataPay suite of products

• Our charitable contribution was NZ$987,950 or A$914,770, which is 2.79% of pre-tax profit

Our Rankings• The largest IT services company in New Zealand

– IDC Market Share Analysis

• More than 11% market share of the technology sector in New Zealand

• Awarded the largest single contract to supply ICT systems and support services to the Australian Government Department of Health, with an initial 5-year contract value of A$242 million

• New Zealand TIN 100’s top ICT company to watch - the number 2 high-tech company and the highest placement of an ICT company on the list

• Datacom Australasian first to achieve AWS Managed Service Provider Partner status

Our Achievements• Orbit and Kapua Data Centres given Management

and Operational Stamp of Approval by globally renowned Uptime Institute – “among the very best run data centres in the world”

• Wellington Gold Award – 2015 Winner Supreme Gold

• Cisco – Gold partner (highest level)

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F O R T H E Y E A R E N D I N G 3 1 M A R C H 2 0 1 5

Our CompanyStrategic overview

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• Hewlett Packard Enterprise – Platinum partner (highest level and requires Gold certification across all their product sets), 2015 New Style of Business Partner Award

• Palo Alto – Platinum partner (only one in New Zealand)

• EMC Emerging Service Provider of the Year, Core Technology Partner of the Year and New Zealand Premier Partner of the Year

• VMware – Premier Solution Provider

• Citrix – Platinum partner

• Microsoft ADR – Authorised Device Reseller (one of seven in New Zealand)

• Veeam – Platinum Partner Australia/New Zealand (one of three)

• Canon Oceania IT Supplier of the Year 2014

• Interactive Intelligence Asia Pacific Partner of the Year

• FireEye Alliance Partner of the Year 2015

$24.3mNet profit after tax

$937m

11.2%10-year compound annual growth rate

6.3%Total operating revenue

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Acceleration, disruption, automation: just three of the attention-grabbing buzzwords that define our technological moment in time.

At Datacom, we have 50 years on the clock as an IT services business, so, while we have a palpable sense of urgency that is a powerful theme in our disrupting industry, we’re lucky to be able to look at the current landscape from a measured perspective. Technology change is a constant. Yes, there is an unquestionable acceleration of change, we all feel that, but change has a logic and we have enjoyed keeping ahead of it for over five decades. This year, again, we have pushed the edge of what we do so we can lead for our clients. Transitioning their enterprise-grade systems to lower cost more agile cloud, cutting time-to-market through continuous integration and deployment, contracting for business outcomes rather than IT inputs – this Annual Review has many examples.

It’s hard to imagine a more exciting time to be in IT – the opportunities afforded by the disruption in our industry far outweigh the threats. At the same time, much of our value to our customers remains the same: doing it right, openness in how we do what we do, proving the promise of what technology can bring to their endeavours – these values never go out of style. The difference is in the fundamental remaking underway of how products and services can be developed, delivered, consumed and combined, whether in the commercial, public or not-for-profit sectors. This is all driven by the availability of flexible

cheap computing, data storage and high speed networks connecting ubiquitous devices. Growth in the use of IT for new business models is now non-linear, the traditional constraints are simply falling away.

So now we see our customers starting to go beyond the achievement of lower cost of technology provision and start to reach for and realise the benefits of what the new IT can enable. Business model reinvention, continuous adaptation, unlocking the power of available data, faster and better information provision and decisions as well as transaction processing efficiencies – the horizon is expanding very quickly and we aim to be silhouetted sharply within.

Our industry is having to adapt fast to survive and prosper. At Datacom, we are investing heavily in our service delivery models to adapt them to the consumption-based economy’s demand for pay-for-use. This involves a judicious assessment of risk in maintaining increasingly automated service capacity, clear-eyed partnerships with technology vendors and a capable willingness to invest in outcome-based arrangements with our customers. It’s a complex mix, with almost every client engagement requiring a hybrid of the broad set of Datacom capabilities evidenced in this Annual Review, combined with our partners’ services and products. Underpinning our current and future growth is our cultural ability to collaborate successfully across that diversity.

Ahead of us at Datacom is constant organic growth, fuelled by an increasing scale of involvement with

our clients’ businesses. This requires an intensity of engagement at a local level that has always been a recognised strength of ours, to which we bring increased leverage from our and our partners’ multiple technology capabilities and practices. In addition, we are bringing focused products and services to market in the local government, education and healthcare sectors – including our own intellectual property encompassed in software assets and service bundles.

Highlights for me for the year? Convincing customers to contract with us for business outcomes rather than IT inputs. The annual Datacomp, this time including customers and their anonymised data sets, when 150 of our staff created new possibilities and insights in 48 hours straight over a weekend. Being the first in our region to become an accredited enterprise-grade managed services partner for the hyperscale cloud providers. Delivering ever more complex integrated application and infrastructure solutions for public and private sector clients. And of course the continuing high levels of surveyed client satisfaction even as we increase our as-a-service delivery.

There’s an exhilaration in all this, it’s contagious. When Datacom people talk with our customers and partners, they feel our enthusiasm. And when they engage with us they experience our commitment. This accelerated, disrupted and increasingly automated world is the future for us and we’re looking forward to the next year of it immensely.

CEO’s ReportUnlocking the power of IT



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“So now we see our customers starting to go beyond the achievement of lower cost of technology provision and beginning to reach for and realise the benefits of what the new IT can enable. Business model reinvention, continuous adaptation, unlocking the power of available data, faster and better information provision and decisions, as well as transaction processing efficiencies – the horizon is expanding very quickly and we aim to be silhouetted sharply in it.” Jonathan Ladd, Group Chief Executive Officer, Datacom

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Our CapabilitiesWe have technology covered

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If you don’t have the right tools or expertise, you can’t do the job or create something new. We work with you to find the right technology to build your organisation and help you through challenges now and in the future.

Capturing business opportunities, improving customer care, sharpening your decision-making, reducing costs and increasing output are all areas where we have extensive expertise. And with more than 4,000 people in 27 offices across four countries, we will have the answer. Just ask.

Here are stories from organisations large and small who did just that.


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IT ManagementOur deep infrastructure expertise is reflected in our best-practice operations management and transformational project and consulting capabilities. We run the systems of some of Australasia’s largest public and private sector organisations.

Software DevelopmentOur 1,000-strong software division specialises in development, consulting, design, integration, and application management. Our software experts work with a variety of technologies and vendors to ensure a best-fit solution, from brand new mobile applications to a critical business platform.

Cloud ServicesThese services span design, build, consulting and implementation of all kinds of cloud solutions. Whether you want to store documents, use a software product in the cloud, or shift your IT infrastructure into a cloud environment, we can help to scale, secure and transform your business.

Data CentresDatacom has 12 data centres in its network across the Group, all built, owned and operated to world-class specifications. Two of our New Zealand data centres have been assessed and approved by the Uptime Institute for their global standard management and operations practices. Customers include government agencies, banks, large corporations, and international companies.

Contact Centre/ Customer ExperiencesOur Contact Centre as a Service (CCaaS) solution uses leading technology and infrastructure which enables us to seamlessly handle more than three million multi-channel interactions annually. However, it’s our commitment to service improvement and extensive experience in designing, building and operating award-winning contact centres that really makes the difference.

Industry SolutionsDatacom Solutions focuses on key market sectors including education, security, healthcare and local government, as well as cross-sector product areas such as payroll. We are well placed to deliver innovative, end-to-end solutions – often based on Datacom’s IP – to address your needs.

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IT Services Business Services Data Centre

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Businesses globally are moving everything into the cloud, from the most mission-critical infrastructure to new mobile applications. But which solution is right for you? Private cloud, public cloud or a combination?

CloudScale, Secure, Transform

Which is the most cost effective in terms of management, operation, licensing and networking? We can present all the options and progress your infrastructure to capture the many technological, operational and commercial benefits of cloud to your business.

We’re focused on the right workload on the right cloud. We are vendor independent so we’ll work with you to develop a cloud strategy, whether it’s based on our own locally-based Datacom cloud services or public cloud offerings from the leading suppliers.

Software as a ServiceWe have extensive experience in providing customers with the right advice on which cloud-based software system meets their business needs. While we have our own Software as a Service offerings such as NetPay, Sphere and Office Productivity, we also provide consulting and integration on public offerings such as Salesforce, Workday and Office 365. No matter the platform, we can find you the right cloud solution to suit.

Platform as a Service Our highly scalable Platform as a Service offering enables you to build workloads that run on a variety of different technologies, without significant investment in the underlying landscapes. Workloads are hosted in our data centres and can be balanced across countries to provide disaster recovery or just to be closer to your customers. Platforms also support self-service via a front-end portal with full Application Programming Interfaces (APIs), allowing you to create applications quickly and dynamically.

Infrastructure ServicesWe have a long heritage of providing infrastructure on demand to many customers across Australia and New Zealand including banks, governments and businesses of all sizes. We specialise in government platforms and we participate on government-approved supply panels on both sides of the Tasman. The solid foundation we provide allows organisations to focus on their core competencies without having to worry about buying, deploying, and maintaining data centre hardware or facilities.

C A PA B I LT I E S _ C L O U D



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SecurityProtect, Detect, Respond

Data breaches, targeted socially engineered email, malware, zero-day vulnerabilities and ‘distributed denial-of-service’ attacks are real and persistent. Unfortunately most organisations are ill-equipped to deal with the rapid evolution and changing nature of these cyber threats.

Cyber Security Practice Datacom Technical Security Services (DTSS) is a specialist provider of cyber security services and is employed by some of Australia’s most well-known brands to enhance their resilience against cyber threats and reduce business risk.

DTSS was founded by former Australian Government cyber and information security specialists who have a unique understanding of today’s cyber threat landscape and associated information security challenges.

From its Cyber Security and Incident Response Centre in Canberra, DTSS has the capability to proactively manage and minimise the risks posed by those looking to disrupt your business operations, covertly steal data of economic value or damage the reputation of your organisation.

DTSS can deliver discreet, niche and tailored security outcomes to best meet your individual business needs.

C A PA B I L I T I E S _ S E C U R I T Y

Datacom has a range of globally advanced security services to help you mitigate risk and manage threats to your data, applications and systems. We take a pragmatic approach to align security with your organisational culture. We do this through understanding your risks, analysing existing policies, governance and architecture, running security audits and by conducting vulnerability assessments to identify potential problems and gaps in your existing security infrastructure. Support is provided through our primary response 24/7 Security Operations Centres – a security monitoring and alert service involving skilled teams with detailed technical knowledge and experience who are ready to detect, react and respond to any security incident.

We provide an end-to-end information security management service delivered on premise, hosted or shared in a multi-tenanted environment. This includes:

IT Security Strategy and GovernanceImplementation of an information security governance framework, and resources and personnel to oversee its delivery.

Risk, Architecture and Compliance A full risk assessment of systems and practices and policies for vulnerabilities, development of security architecture using existing systems where possible, and ensuring compliance with internal operational and external regulatory requirements and certifications.

Design and IntegrationHigh-level design, build and implementation of your security system using best practice project methodology, change management, testing, documentation, training and integration within your systems environment.

Security OperationsEnd-to-end threat management services to monitor, detect, protect and ensure swift recovery from threats to your IT environment. This includes security information and event monitoring, network threat protection, network threat analytics, border and endpoint protection, cloud security services, identity and access management and certificate management.

Security AssuranceContinual assurance through the use of key metric indicators and performance to Service Level Agreements and by auditing, reviewing and testing compliance with your security policy and standards.

Threat IntelligenceSecurity information services that inform strategic and operational decision-making using our own resources and specialist partners necessary to provide reporting and input into the overall security management of your IT environment.



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MobilityExperience, Anywhere, Anytime

Mobile applications enable rich and intuitive conversations between organisations and their customers, anywhere and anytime.

When creating a new application for our customers we ‘reimagine’ experiences rather than create a mobile version of existing tools and business processes. We also combine creative development with integration, infrastructure services and support to provide the complete solution. We work with you to develop a digital strategy focusing on end users. This may range through rapid prototyping and design to test concepts, enterprise grade mobile apps and solutions, continuous delivery and support, and backup infrastructure – whether hosted in-country or in public cloud.

Consumer ApplicationsWe excel at heavyweight customer and consumer-facing apps that integrate with complex backend systems across many sectors. Our speciality is finding ways to hide complexity from the end user, and creating complementary experiences to existing web assets that leverage the power of mobile and are smart, personal and context aware. This enables you to connect better with your customer, incorporate self-service and have a clear idea of what’s successful and what needs improvement.

Enterprise MobileThe market is littered with technology-oriented solutions. We focus on how people use the technology, not the features that the technology provides. We select the right tools that offer a great user experience and suit the technology environment in which they are deployed: from strategy, device selection, fulfilment and management, to providing apps that help end users access enterprise data easily and securely, to enabling innovation and engagement through our rapid user-centric prototyping methodology.

Industrial MobileWhether you have 50 or 5,000 drivers or operators, we can provide you with visibility right now, in real-time, over every step of your mobile transport and logistics network and ensure that you are included as a profitable part of the value chain. Our systems enable you to identify clearly where your organisation is not performing, giving you the ability to immediately improve failure rates, address inefficiencies and provide more flexible service offerings. We are about reducing operational cost, increasing revenue and the quality and breadth of customer service, by providing a complete end-to-end service. This means you can concentrate on keeping your customers happy.

There’s no escaping digital disruption. Companies today can dominate their industry through the use of technology – such as Uber, Facebook, Alibaba, Airbnb. Mobile technology has been instrumental in driving this development.

C A PA B I L I T I E S _ M O B I L I T Y



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Data and AnalyticsAnalysis, Innovation, Revolution

Datacom software developers are nimble innovators who bring disruptive and transformative ideas to life. Even more than that, they demonstrate how the use of data and analytics can transform your business.

At Datacom we embrace the rapid change in the data and analytics space. Building on a solid track record of delivering business intelligence and data warehousing services we’re now delivering offerings around predictive analytics and machine learning, and leveraging big data platforms and data science where this adds value.

We know the market is cluttered with hype, tools and new technologies, so we take a scientific approach by researching and testing with diligence. We’re partnering with Microsoft to capitalise on the new Cortana Analytics platform, with IBM on their new Watson Analytics offering for enterprise customers, and can now deliver a complete end-to-end capability in Azure, Amazon, AWS or our own DCS. The plethora of open source tools, including Hadoop, NoSQL offerings, and Apache Spark, will augment our range of services.

On the visualisation side, we will continue to support a broad spectrum of tools, including Power BI, Tableau and Qlik.

Ultimately our customers are far less interested in tools, and more interested in game-changing outcomes.

C A PA B I L I T I E S _ D ATA A N D A N A LY T I C S



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Smarter data in action Every year our software development teams from New Zealand, Australia and Asia compete at Datacomp – an innovative in-house pressure test held non-stop, over a weekend. This year the theme was using rich and diverse datasets to create ‘smarter’ answers to real business challenges through machine learning, predictive experiences and automation.

This year, key Datacom customers were also involved. They pitched to the competitors hoping to win more than 400 hours of free software development to solve an actual problem their business was facing, and a fast-tracked prototype solution. They provided actual datasets to help the process, which were complemented by Datacom’s own data collecting contacts. The companies involved included Kotahi, Restaurant Brands, Ballance Agri-Nutrients and Foodstuffs New Zealand.

A disruptive Uber-fied food delivery platform for Restaurant Brands includes a storefront scheduling app and a driver mobile app allowing staff to manage schedules, maximise routing, as well as track drivers’ locations and activate ‘panic alerts’ to ensure their safety. The existing Pizza Hut drivers would be complemented by an Uber-like pool of drivers to help in peak periods.

An efficient solution for every freight owner, developed for global logistics partnership, Kotahi, bridges supply and demand for logistics services at scale, to increase efficiency, save cost, and benefit the environment.

The software uses context-awareness and automation on top of shipping data to provide the most efficient solutions by connecting previously discrete data sets.

A second solution for Kotahi includes prediction and identifies a significant potential saving for the company. A variety of datasets was used, some from Kotahi and others, including road centre lines, Google API, shipping manifests, port movements, traffic congestion and weather. The result was a geospatial mashup that displays and predicts demand and supply of services and matches them up automatically, predicting shortfalls early.

ShopAmore makes supermarket shopping a personalised experience. Foodstuffs New Zealand’s actual datasets on shopper behaviour were combined with data on Auckland weather, public holidays and sports events. The result is being able to generate a personalised shopping list based on estimated user pantry inventory, as well as predictions of store busy-ness, measures of product healthiness, a budget meter, product proximity alerts and item barcode scanning.

Healthy Stuff is another Foodstuffs solution integrating shopping experiences with social media (Instagram and Pinterest) to pull recipes and recommendations that are converted into shopping lists. The solution also enables the customer to shop without leaving the car making shopping at Foodstuffs even easier.

Help customers buy the items they need with this app. It displays items the shoppers are likely to want to buy (based on past buying habits), alters shopping lists depending on time and day, and provides in-store aisle detection of items on the list to ensure no item is left behind.

“The diversity of what you did and just how that played out into all the sectors you work with, I was really blown away by that.” Barbara Chapman, Chief Executive Officer, ASB

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C A PA B I L I T I E S _ D ATA C E N T R E S

Data CentresFlexibility, Security, Choice

Ensuring those systems are protected and always available is crucial. We have run data centres for 30 years and we manage and operate our facilities to the very highest standards with unparalleled flexibility and choice.

We have a network of 12 data centres located in the major Australian and New Zealand cities – seven Datacom built, owned and operated, and six premier partner facilities. The network is able to support a combined IT equipment load of more than 15 MW.

Our data centre locations have been chosen based on geographic stability and proximity to enterprise businesses. Basic co-location services are complemented by a full range of hardware and IT management support services provided 24/7.

All our centres operate on a telco- and vendor-neutral basis and we offer both fixed and flexible as-used terms. Datacom Cloud Services, shared networking, and security services are available as well as specialist third-party services from other customers of the centres.

In 2014, the Uptime Institute awarded our Kapua and Orbit Data Centres in New Zealand it’s Stamp of Approval, and rated them as “being amongst the very best run data centres in the world”. They are the first, and to date, only data centres in Australasia to have received this certification and we’re committed to maintaining this exceptional international standard going forward.

Our newest centres are also designed to achieve industry benchmark power densities, availability, and power usage effectiveness and minimal environmental impact. We’ve placed an emphasis on energy efficiency, energy and building management, and eco-compliance and have incorporated a number of innovative designs, such as the use of free cool air. Orbit and Kapua use a free cooling design on average 80% of the time, which reduces overall energy used in the data centre by 30%. Furthermore, the cold and hot aisles are separated to improve rack cooling efficiency. We keep a close eye on equipment layouts to make sure this segregation is maintained for the long term.

Power usage at the rack is metered and billed to customers by the total energy used in (kilowatt hours), which encourages our customers to also be energy efficient.

As servers and storage become denser and data centres become larger, the concentration of criticality means that higher and higher standards are appropriate.

Many businesses and government organisations are now hosting their mission-critical IT systems in the cloud, and the demand for data centre services has never been stronger.

“We design and build our data centres to stringent international standards. In the lifetime of a data centre we get to do this only once. This is why the Uptime Institute’s Management and Operations Stamp of Approval, an ongoing facility management excellence programme, is so very much more important than one off design certifications.”Tom Jacob, Director, Data Centres New Zealand



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We are in our element when we are working with public and private sector organisations to simplify and integrate IT infrastructure and transform them.

This is our engine room, providing multiple services from world-class data centres, cloud and network services, operations management, and transformational project and consulting capabilities.

We build long-term partnerships with customers because we identify measurable business outcomes and apply genuine insight first, then find the right solution to provide those profitable points of difference.

We specialise in every step of the process – analysis, design, build and support – to:

• Deliver clever solutions that increase capability, speed and efficiency

• Improve visibility of all cost areas, maintenance and quality control

• Enhance efficiency, flexibility and reliability of operations

• Create greater organisational agility to match volatile market conditions and threats

• Improve resilience and significantly boost security and disaster recovery

• Leverage economies of scale through cost savings.

Supporting critical systems, or ‘keeping the lights on’, has always been a core part of our business. We have integrated this with the provision of private and public cloud services, and the use of new automation and orchestration tools to keep costs down and value up.

Our Case StudiesWe prove the promise


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C AS E ST U DY_ F L E T C H E R B U I L D I N G - S C I R T

I N D U ST RY_ E N T E R P R I S E

Immediate IT scaffolding for a city fallenIn September 2010, a magnitude 7.1 earthquake struck Canterbury causing widespread damage. Five months later an even more destructive magnitude 6.3 aftershock left 185 people dead and devastated already weakened buildings and infrastructure.

With more than 160,000 dwellings identified as part of the vertical rebuild, the Earthquake Commission in New Zealand established a residential repair programme, with Fletcher Earthquake Recovery (EQR) as project manager.

The Stronger Christchurch Infrastructure Rebuild Team (SCIRT), an alliance of multiple companies and organisations including the Christchurch City Council, was responsible for the ‘horizontal rebuild’ – the earthquake-damaged roads, fresh water, wastewater and stormwater networks.

EQR established hubs in whatever buildings were available – scout halls, disused sports clubrooms and Portacom villages in residential areas. Datacom was called in to urgently help set up IT systems and infrastructure services. The core needs were speed, flexibility and resilience.

The ChallengeThe challenges of establishing an emergency infrastructure were immense:

• Business grade network services were not available to the areas that needed support

• With the hubs having a finite lifetime it was not logical for EQR or telcos to invest large amounts of money into circuits that would eventually become unused

• When EQR identified the location for a new hub it had to be in service as quickly as possible – no time to plan for network infrastructure.

A swift response was critical: The initial EQR infrastructure after the September quake consisted of two servers; a terminal server for application delivery, and an infrastructure server providing email, file and print, and authentication and access management. A two-server infrastructure was ready for users within three days of the repair programme being set up.

Twenty-four hours after the February earthquake, when much of the city was down and in black-out, we provisioned five more servers for EQR in the Datacom Cloud to run critical systems. These five servers scaled to 30 within a few months and then to 87, supporting 800+ IT systems users at its peak to keep Christchurch running and to support EQR in resolving the massive widespread damage.

EQR on day one had 30 people in one hub and over the three years this extended to more than 700 people in 20 hubs across the city to service demand.

• The first SCIRT team was operating from one Portacom and then a second was added; we built the first servers and configured the first 28 laptops for this team.

• Technology we implemented and supported included Windows Servers, Microsoft Exchange, Terminal Services, Citrix, SQL, SharePoint, CRM and Enterprise Vault.

• We also supported mobile users, mobile devices, remote access, IP telephony, user devices, printing; and we deployed on-site engineers.

• Other services included cloud, systems management, software development, networks management, service desk and IT project management.

• Our Christchurch data centre remained 100% up and running 24/7, which is remarkable given its location in the red zone. We continue to keep the environment secure and available at all times.



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The Last Word“The Datacom team have always taken the time to understand our broader operating environment and the key project objectives. This partnering approach has meant that as the project has evolved they were always able to respond to changes and developments with solutions that were an ideal fit. Their day-to-day flexible and adaptive approach has supported us to deliver results in some pressured and dynamic situations.” Tom Pickles, Finance Manager, Fletcher EQR

“During a time of uncertainty and great demand, the team at Datacom worked closely to provide the right resources at the right time. Helping to identify areas where they could add value quickly, reduce risk and help to define solutions to the challenges that arose on a daily basis was a hallmark of their engagement. Their pragmatic approach to the issues at hand was invaluable when so many events were occurring. The ability to exceed expectations both with the incumbent IT support and with the end user, cemented their position as a trusted partner and advisor during this critical time.” Piers Lehmann, IT Manager SCIRT

The Datacom DifferenceWhen EQR identified a new permanent site, our team started organising feasibility studies from network vendors to install a WAN circuit. For the majority of sites, Enable Networks were the preferred telecommunications provider, and were able to provide a circuit. However when they couldn’t, we had to get creative.

Our improvisations included:

• An Enable circuit to the nearest school, and then a dedicated point to point radio link.

• When the primary wireless network supplier didn’t have a connection to a location we used a intermediate supplier to bridge the gap.

• Co-ordinating these suppliers to create a Layer 2 connection from Datacom to multiple hubs.

• Using a local ISP (e.g. Akaroa Hub) to provide an Internet service so we could build a VPN tunnel back to our data centre.

The result was a flexible, stable, fast and resilient infrastructure that supported a city in desperate need.

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C AS E ST U DY_ K O TA H I

Streamlined service boosts economic growth

Kotahi are a joint ventue between Fonterra and Silver Fern Farms managing a significant share of New Zealand’s containerised freight, connecting the nation to the world.

The ChallengeLogistics is a complex business with containers of all sizes types and qualities travelling between hundreds of locations worldwide into and out of New Zealand.

Kotahi were established with world-class optimisation and operations processes, which has enabled them to manage a high volume of demand very efficiently. However, broadening their service offerings has required the company to introduce manual processes. The company needed a more efficient way to operate to capitalise on opportunities and improve quality of service. The company needed a comprehensive single view of their customers so they could engage with them, and partner vendors, in a more streamlined way.

The Datacom DifferenceWe approached Kotahi’s challenges completely objectively and ran several workshops to help us understand the issues and potential opportunities. We then conducted a fit/gap analysis against the two leading customer relationship management (CRM) platforms – Salesforce.com and Microsoft Dynamics CRM. This helped us to identify which platform would meet Kotahi’s requirements with the lowest total cost of ownership, not only from a licensing perspective but also the consulting effort based on functional fit and support. We recommended Salesforce.com – Sales, Service and Community Clouds as the best solution.

The first phase of the Salesforce.com implementation was to move away from the large and complicated manual processes that were used for customer profiles and to create a single view of the customer. These views held information ranging from customers’ shipping requirements, agreed KPIs and special requirements, right through to shipping forecasts.

The second phase was creating the foundations for the vendor profile covering services that partner vendors could provide to Kotahi’s end customers. Future phases will allow us to to align what the customer wants with vendors that can provide those services at the best rates. Also included in the second phase are customer service and case management systems which will track complaints, issues, requests, feedback and success stories. Additionally Kotahi will use Salesforce’s Community Cloud to provide an integrated customer portal which will enable Omni-channel customers service and real-time information on orders.

Phase three involves adding the ‘bells and whistles’ and drilling down into what we can do in Salesforce to streamline the way Kotahi work. For example, automating standard detailed tasks that are required regularly to improve efficiency and prevent issues, and, if they do arise, reduce the time it takes to resolve them.

Major benefits include improved visibility and collaboration within teams, across different business units and directly up to management. Salesforce provides a comprehensive single source of information and a clear process so customers experience a standardised, efficient and professional experience when they deal with Kotahi.

New Zealand is extremely remote, so when it comes to global trade an effective and efficient two-way supply chain is critical to economic growth.

The Last Word“We have developed some world class capabilities over the last four years, but needed some glue to bring all that together. We also recognised the need to deliver a step change in our customer experience. We needed a partner that could take a technology agnostic view of our business challenges, recommend the best platform, and then work in a flexible way alongside our team to deliver the required business outcomes. Datacom’s unique approach ticked all the boxes.”Neville Richardson, Group Information Systems Manager, Kotahi



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I N D U ST RY_ X X X

Fairfax Media owns New Zealand’s most popular news website, Stuff.co.nz which reaches more than 1,800,000 people each month and recently overtook TradeMe as the country’s fourth most visited website after Google, Facebook and Microsoft.

Fairfax boosts reader services with new portal

Results • Since the December 2014 release there has been

an increase of 61% in new member registrations via the portal.

• Fairfax has been able to leverage the single sign-on capability across their different platforms, including apps and transactional website Mags4Gifts. This has given Fairfax a deeper understanding of their customers across both their print and digital assets.

• The customer profile data captured via the portal has not only improved Fairfax’s analytics capabilities, but has also allowed the company to improve targeting to their customers through relevant advertising and email communications.

• Fairfax is constantly looking at ways to improve customer experience and engagement and have been using the portal to trial added value content projects. One example is School Report, a content initiative launched in July, which enables members to view rich NCEA data. To date, this content has already been attributed to 5% of new registrations.

Fairfax Media is a leading multi-platform media company in New Zealand. More than 600 journalists also publish nine daily newspapers including The Dominion Post, 50-plus community papers and 25 magazines including NZ Autocar, NZ Gardener and Cuisine.

The ChallengeAs part of a wider strategy, Fairfax wanted to create a membership portal that would act as a single entry point for customers across all of their digital platforms. Having a single source of customer data was expected to give Fairfax a better understanding of their customers, resulting in better relationship management and engagement through an improved customer experience.

Fairfax approached Datacom with the project’s requirements and work began in July 2014.

The Datacom DifferenceWe developed an identity management system and membership portal, my.stuff.co.nz, which centred on the user’s profile and offered an improved online experience. As part of the project, existing members were migrated from the old legacy system to a new database.

In addition to managing user identities, key features of the portal include a self-service capability for newspaper subscriptions. Subscribers can report delivery issues or put their papers on hold when on holiday and donate their papers for arts and crafts activities through the Tools for Schools programme.

Online newsletters are a significant and scaling part of Fairfax’s reach in the digital space, with many users subscribed to receive top news headlines in their inbox every morning covering a variety of topics from Stuff. Users can also sign up as a subject expert with the ‘Open Newsroom Network’ which means they may be contacted to provide a comment or sound byte for an upcoming news story.


C AS E ST U DY_ FA I R FA X M E D I A



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The Last Word“Datacom delivered the project on time and on budget. There were high levels of transparency, communication and accountability throughout the entire project, added with the flexibility to accommodate variations and unforeseen issues when they arose.

“The most crucial ingredient in this successful delivery though – and perhaps the element that I’m most satisfied with – was that they believed in why and what we were trying to deliver to our customers, and were with us all the way.” Fei Bian Goh, Senior Product Manager, Fairfax Media

We led the delivery, working with multiple teams across Fairfax New Zealand and other suppliers to deliver a completed MVP portal over six months. The process was rapid and adaptive, thanks to the close relationship between Datacom and a highly engaged team of stakeholders at Fairfax.

The project team performed daily stand-ups via video conference with team members across New Zealand, and met in person for collaboration as necessary. We were strict about adhering to timeframes with regular milestone dates that coincided with progress walk-throughs and demos. Challenges were dealt with by time boxing and scaling the team to avoid compromising on quality or the deadline. The combination of collaboration and great direction meant that the team could work quickly while allowing for flexibility when challenges arose. This approach resulted in Fairfax and Datacom achieving a significant delivery within a short time.

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C AS E ST U DY_ F U LT O N H O G A N

Video solution keeps Fulton Hogan on track

The company's 5,500 strong team helps to create, connect and care for communities by building and maintaining roads, ports, airports, infrastructure and property.

The ChallengeFulton Hogan uses a video surveillance solution to monitor yard safety, vehicles, and equipment being moved to and from the company’s yards, but their old system just wasn’t up to the task. The cameras were of marginal quality, producing out-of-focus or difficult to analyse footage, and the image storage was very limited. The system was also challenging for administrators to manage, and so unfriendly to use that only a handful of staff actually used it.

As a result, it was challenging to review incidents or trace any company equipment that was damaged or lost.

The Datacom DifferenceAfter understanding the challenges with the old system, we set about designing a new solution that would provide the highest quality and visibility over vehicles and equipment at the lowest cost, integrating with existing hardware where practical. By repositioning and refocusing existing cameras, and replacing some with new ones, Fulton Hogan have significantly improved the visibility of vehicle movements and equipment, day and night.

The solution is integrated into Microsoft Active Directory, with a simple, Internet Explorer-like look which makes it easy to use thereby enabling a wider group of managers to utilise the system for multiple monitoring functions.

Fulton Hogan now enjoy a high level of visibility of their environment with a full responsive support service for the video surveillance technology provided by Datacom.

The Last Word“We selected Datacom because of their professional approach, honesty and expertise in solving both security and IT problems.” Bruce Goodall, Divisional Manager, Contracting Services, Fulton Hogan

Fulton Hogan in New Zealand specialises in building and maintaining transport and civil infrastructure so that communities across Australasia can function safely and efficiently.





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Call recording solution improves customer serviceTrustpower Limited is a multi-utility provider of telco, gas and electricity services. New Zealand’s fifth largest electricity generator and the fourth largest electricity retailer, they serve 260,000 customers nationally.

The Last Word“The unreliable previous system was costing money, as every time there wasn’t proof of a recording, charges and fees would be carried by the business. Datacom and Liquid Voice immediately solved that problem.”Steve Merchant, Service Delivery Manager, Trustpower Limited

The Datacom Difference Trustpower went to market with a comprehensive request for proposals, drawing interest from the market’s leading vendors. An initial shortlist of seven was narrowed down to two vendors, including Datacom. We had proposed a solution using Liquid Voice, which combines intuitive call recording and monitoring solutions with analytics to support significantly improved decision-making and quality management. The solution also had the flexibility to meet the different needs of sales and support contact centres.

Datacom provisioned, configured and installed the necessary hardware before commencing the software implementation, which had an unusual dimension. Implementation plans went to fast forward when Trustpower started to experience significant performance issues with the previous system, including outages which were putting the business at risk. The first priority was to ensure the company was getting reliable recordings.

Fortunately, that functionality could be delivered out of the box as a complete product set which included a basic speech analytics package as standard and Payments Card Industry-Data Security Standard (PCI-DSS) compliance. Liquid Voice enabled flexibility in its call assessment functionality which is important to the sales team for coaching and training. It also provided the ability to import external recordings and to use speech analytics, screen recording and call tagging. The reporting functions were much easier to use than the previous system, with instant ‘report back’ capability from recorded calls.

Trustpower began with a basic initial implementation and has since added functionality incrementally. With Datacom’s experience in project management and knowledge of the Liquid Voice solution, the accelerated deployment timeframe presented no issues.


C AS E ST U DY_ T R U S T P O W E R L I M I T E D

The diversified company is based in Tauranga in the Bay of Plenty.

The ChallengeTrustpower contracts out three external contact centres and operates two internal ones. Their ageing contact centre voice system had significant reliability and performance issues. Support and outages were costing the business money, the reporting didn’t meet the developing needs of the business, and the system lacked features that enabled the company to monitor, manage and record call compliance and quality. Trustpower sought to replace the system with one that was user-friendly, up-to-date in terms of technology and functionality, flexible, well supported and reliable, and with a good product roadmap.

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I N D U ST RY_ X X XI N D U ST RY_ E N T E R P R I S E

C AS E ST U DY_ C H R I S T C H U R C H A I R P O R T

Vital on-the-ground wireless service

The airport is the largest single centre of employment in the South Island, providing jobs for 6,000 people on the campus in full-time, part-time or casual roles, plus tens of thousands of other related roles across the South Island.

Wi-fi is a critical service for highly mobile airport staff and tenants and, with so many travellers coming in and out of the airport, free public wi-fi is considered integral to the airport’s reputation for excellent customer service. Many travellers commented on the airport being New Zealand’s first to offer unlimited free wi-fi, something the airport considered an important point of difference. It’s also very popular, with 2,800 unique sessions per day; that’s more than 1.8 million sessions over 12 months.

The ChallengeThe airport’s existing solution was ageing and had multiple issues. The hardware vendor was approached to help and recommended our South Island wi-fi Infrastructure team. That was in 2012 and since that time we have developed a strong relationship with the airport tech team, working on a range of projects. One included taking over a short range wireless Radio Frequency Identification (RFID) implementation to track how long it takes passengers to move through different parts of the arrivals process. We’ve also expanded the wi-fi infrastructure into new parts of the campus and we provide on-going support.

The always-on operational nature of the airport means extremely detailed and comprehensive change controls must be in place to minimise the risk of costly and unacceptable disruption.

The Datacom DifferenceWe responded quickly in the post-earthquake environment. The initial project involved decommissioning multiple older services and moving all control of wi-fi Access Points to a fully centralised service. We then carried out a major upgrade of the firmware to resolve some longstanding issues. A large amount of time was spent lab-testing all elements of the upgrade prior to performing any changes to the production network.

After working together for three years, the airport’s wi-fi infrastructure is performing well and centrally managed, allowing for statistics gathering and troubleshooting from a single pane of glass.

The tech staff have full visibility over the number of connected devices and the quantity of data being passed, and the wi-fi network security systems locate any rogue devices.

We continue to provide full reporting, including accurate data regarding coverage areas and level of service in each area which is important when the airport re-sells the service to their tenants.

Trust in the relationship has built to the point where our staff now feel as comfortable at the airport’s offices as they do at Datacom, knowing they are adding value in both places.

Christchurch International Airport is a rapidly growing, multiple award-winning and 24/7 operation which hosted six million passengers, plus their friends and family, in the past year. It is the gateway to New Zealand’s South Island, the country’s fastest growing entry point for the rapidly growing number of Chinese visitors and is a vital hub, particularly for trade and tourism.



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The Last Word“The first time I personally met with the Datacom Wi-fi team, I was impressed both with their knowledge and professional attitude. This has been carried through the entire time we have maintained the partnership and now consider them very much to be a key part of the Christchurch Airport IT team.

“This was illustrated recently while resolving a complex network issue in conjunction with our own staff and another partner. The Datacom team just rolled their sleeves up and contributed to the resolution which ultimately turned out to be an area that they did not look after. From our viewpoint they could not have offered a better response.” Craig Rickard, Technology Services Manager, Christchurch Airport

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C AS E ST U DY_ E L L I C E TA N N E R H A R T

INDUSTRY_ XXXI N D U ST RY_ E N T E R P R I S E

The silver liningEllice Tanner Hart is a leading Waikato law firm with offices in Hamilton and Cambridge, New Zealand. They offer a wide range of legal services including commercial and corporate law, commercial dispute resolution and property law.

The ChallengeEllice Tanner Hart needed to provide their lawyers with greater work flexibility, in and out of the office. They also wanted to be able to produce documentation on the spot while on site with customers.

Furthermore, critical business applications like Dictation, Infinity Law and LandOnline were unproven in a cloud environment, and the existing IT infrastructure made the organisation’s flexibility and mobility goals impossible to achieve.

The Datacom DifferenceDatacom’s Limelite platform is built, supported, hosted and managed locally, and provides customers the scalability and flexibility advantages of a full cloud-based IT solution without the issues associated with offshore provisioning.

We carried out a rapid, seamless migration to the new platform over a weekend to ensure no outage for the business. Staff left work Friday working on one IT platform, and returned on Monday to another. We then provided on-site support to ensure staff were up and running quickly and to assist with any queries.

Staff saw immediate benefits. The old servers had been slow, unreliable and outpaced by the growth and demands of the business. On the Limelite platform, staff were now able to visit clients and produce documentation while mobile. The two offices were connected, remote work was possible, file storage was no longer an issue and all of the core applications, including Infinity Law and LandOnline, worked perfectly. Dictation software was running across both sites for the first time since it was purchased.

The Last Word“The team at Datacom make you feel that the smooth sailing of your business is as important to them as it is to you. Realistic expectations were set before the migration got under way, and throughout the entire process we were informed and made to feel important. Limelite provides a great deal of flexibility for us and it’s changing how we can work.” Jayde Kenny, Practice Manager, Ellice Tanner Hart



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Canon has clients ranging from small businesses to large enterprises and government departments.

The ChallengeAcross Canon’s Australasia offices, more than 1,300 staff were using devices running Microsoft Windows XP, which was rapidly approaching end of life. In addition, hundreds of applications including Microsoft Office 2003, were also nearing or past the end of vendor support. The company needed a rapid upgrade of the end user operating system and rationalisation of their application portfolio, without any disruption to the business.

Canon wanted an infrastructure that reflected the company’s identity as a technology leader, allowed users flexibility, provided secure mobile connectivity and helped the Australian and New Zealand sides of the business to collaborate more effectively.

They were also keen to upgrade their ageing laptop fleet and take advantage of the latest touchscreen technology.

The Datacom SolutionWe designed a programme to migrate all of Canon’s Windows XP devices to the latest version of Windows 8, and to repackage approximately 100 business-critical applications to be compatible with the new operating system.

We deployed operating system builds, applications and software updates, while also providing inventory and reporting. Citrix XenDesktop 7.1 provided a unified desktop presentation internally and externally, and cost-effectively, to remote users in India and the Philippines – all aligned with the standard environment. Mobile devices and thin clients are supported, as well as applications for office-bound desktops and laptops.

Citrix software also enabled the delivery of legacy applications via Windows 7 and XP virtual machines where these wouldn’t run on a more modern operating system.

The result was an up-to-date, supported and manageable IT infrastructure to service the end user computing requirements of Canon’s office and mobile user community.

The partnership has been a successful and rewarding one. Canon presented a 2014 Supplier of the Year Award to Datacom to recognise “superior service, exceptional performance and partnership with Canon”.

The Last Word“Datacom is a fantastic partner, working with Canon across the region to drive key change programmes successfully. Datacom has the flexibility to work in Canon’s ever - changing environment.”Luke Clark, Senior GM for IT (CIO), Canon Oceania

Living the brand as a technology leaderCanon is a global print company, renowned for consumer-marketed cameras and printers, information management solutions and professional printing. Canon has 33 offices in New Zealand and Australia.


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C AS E ST U DY_ VA L I R A M G R O U P


The Group operates in more than 100 dedicated retail concept store locations including airports and downtown shopping districts, and represent at least 150 luxury and high end brands.

The ChallengeValiram wanted to be more agile and to keep their leading position by being able to move with the market. To make that possible, the group needed to improve collaboration and connectedness between the business offices and the stores throughout Asia and Australia, and they looked to technology for help.

The vision was to have an infrastructure that would support high-quality real-time conversation via voice, video and other new technologies, rather than relying on their existing ageing network and service infrastructure.

The Datacom DifferenceGiven the need to connect globally, Datacom worked with Cisco Malaysia to offer Valiram a complete solution that delivered cutting edge, real-time communication. The solution was a mix of collaborative architecture and wireless specialisation with unified communication products. High-definition video conferencing and wideband voice connectivity were supported by a new core network and security solution and cloud hosting capability. The infrastructure was built to evolve, able to take on other technologies as required over the coming years.

The massive change and risk associated with upgrading core infrastructure was managed through a close working relationship with Valiram and a rigorous change control process. This enabled a seamless transition between old and new technologies.

On completion, Valiram had the confidence to launch new electronic distribution facilities to the market, knowing their underlying technology was highly available, stable and secure. The company has also seen a cost reduction with voice traffic moved onto internal networks, while enjoying new features including wideband audio and video functionality.

This project suited our extensive design, implementation and operational experience in the region having implemented complex systems for many customers of different sizes, using technologies such as voice, video, security, routing and switching.

Cleverly applied information technology (IT) makes a significant difference to businesses with high expectations and limited resources. Technology helps these expectations come true.

The Last Word“My experience of working with Datacom has been very positive. Their professionalism was refreshing and I would be happy to work with them again. Thank you to Andrew and the team for making the project a grand success.”Sujjath Ahmed, Chief Information Officer, Valiram Group

Linking luxury retailers throughout Asia PacificValiram Group is Asia Pacific’s leading luxury goods and specialist retailer with presence in Malaysia, Singapore, Indonesia, Australia, China, Thailand, Philippines, Macau and Hong Kong. These range through fashion and accessories, timepieces and jewellery, leather goods, fragrances, cosmetics and confectionery.



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Payroll

Cloud payroll applications remove the need to invest in hardware or software, manage databases or install updates or upgrades. Simply connect to us over the internet and you’ll be using the latest and greatest version of our payroll software.

Using our cloud applications means that your payroll software will be running in secure Australasian data centres on powerful servers that are managed by our own IT specialists. Your data will be replicated between two data centres so, whatever happens, your data will always be available. All you need is a computer connected to the internet and you will be able to pay your employees.

We have three main payroll applications to choose from:

• NetPay – An easy-to-use application designed to meet the needs of small businesses.

• DataPay – A sophisticated application that can be quickly implemented and which will meet the needs of businesses with between 100 and 2,000 employees.

• EnterprisePay – A payroll system that will meet the needs of the largest and most complex businesses or government organisations. Also offered via a Business Process as a Service (BPaaS) model.

We can also provide solutions across the entire employee life cycle, including performance and goal management, learning, succession and development, recruitment and on-boarding, collaboration and analytics.

Datacom has payroll applications for every type or size of organisation. All of our payroll software is provided on a Software as a Service (SaaS) basis so you only pay a simple all-inclusive fee based on what you use.



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PAYE peace of mindHydroWorks, based in Christchurch, New Zealand, specialise in the design and manufacture of large turbines and associated equipment for the hydro-electric generation industry.

The ChallengeThe company has been involved in the design of water turbines and pumps since 2001, and 2015 saw unprecedented growth, going from 14 employees to 45. As a result, HydroWorks needed to streamline and upgrade their manual PAYE processes. They required a more automated approach to minimise human error and avoid incurring penalties from Inland Revenue.

The Datacom DifferenceHydroWorks trusted us to upgrade its payroll processes because of our proven track record with them. They decided to adopt NetPay, Datacom’s online small business payroll solution, to pay staff.

The benefits have been substantial – time saved from not having to process manually, and reduced stress knowing the company is fully complying and keeping pace with all legislative requirements.

HydroWorks’ staff can now concentrate on growing the business, up-skilling staff and keeping them and their customers satisfied.

The Last Word“Datacom have helped us greatly with keeping our support staff current and enabling our staff to be more productive. They’ve been exceptionally helpful with regards to not just PAYE but also setting-up the NetPay system. I will not go back to doing the PAYE myself.” Rob Campbell, Financial Controller, HydroWorks

I N D U ST RY_ PAY R O L L

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C AS E ST U DY_ X X XC AS E ST U DY_ A S M U S S WAT E R S Y S T E M S


EasiPay success in just six daysAsmuss Water Systems manufacture, market and distribute polyethylene (PE) pipes, ductile iron pipes and fittings, steel pipes and fittings, valves, and other components.

The business operates four PE extrusion lines in its Hamilton-based plant and has sales and distribution offices in Auckland, Wellington and Christchurch, servicing contractors, local bodies and other key customer groups.

The ChallengeAsmuss, an existing customer of our bureau-based payroll service, EasiPay, acquired PWS Water Systems and inherited 38 new employees.

The company wanted to get the new people onto EasiPay before the next pay run, just six days after the acquisition. This tight timeframe allowed little room for testing or ‘settling in’ the new system for payroll staff, particularly when they hadn’t ever used the email payslip feature which was necessary to centralise the pay system for the other offices nationally.

The Datacom DifferenceA six-day implementation requires very close teamwork to iron out any teething issues. Open communication is key. Asmuss were prompt in providing the required employee data and during the implementation we made sure all their queries were answered quickly and comprehensively. They had clear visibility on every step and function.

Implementation was on time and within budget. The company has especially enjoyed how easy and quick EasiPay is to use, particularly the email payslip feature when needing to make corrections (reversal and adjustments). This has enabled Asmuss to train others as back up for when the administration person is on leave.

The Last Word“With only a week’s notice, all the Datacom staff we worked with were extremely helpful and professional and went above and beyond to achieve a successful first pay run yesterday. The level of support we have received has been great and I just wanted to pass on our thanks to the whole team involved.” Marita Ansell, Accounting Manager, Asmuss Water Systems

“It was a big ask and Datacom really delivered. All issues that occurred were handled promptly and clearly. We would definitely recommend Datacom and EasiPay to others.”Jasmin Pang, Accountant, Asmuss Water Systems



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Easing stress with online payrollSince 2003, HRV has promoted the great benefits of home ventilation to Kiwi home-owners. Their market-leading products quickly became recognised as the go-to for families wanting relief from damp and unhealthy homes.

The ChallengeHRV is an organisation of 15 separate companies and previously, the administration staff of each one had to go through time-consuming manual payroll processes.

The organisation needed an online payroll system that would cover all employees. They also needed a reporting system that provided insights into labour costs across their whole organisation.

The Datacom DifferenceHRV chose Datacom to take responsibility for its payroll because of our expertise and ability to manage multiple entities. The company wanted to outsource its payroll, and EasiPay was the ideal solution.

We worked closely with HRV to ensure a smooth transition from their existing payroll provider. Together we managed set-up and configuration, data migration, testing and, finally, go-live. We continue to provide support. Our payroll specialists manage the HRV payroll using our cloud-based evergreen software, DataPay.

The Last Word“We would highly recommend Datacom to help manage and simplify your payroll process. The online timesheet and leave application process is simple for staff to understand and use. The guidance offered throughout the implementation was well managed by Datacom, including parallel runs and a full reconciliation process that met our external auditor’s standards.”Donna Haywood, Financial Controller, HRV

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Financial Services

Retail banking and financial services have undergone a major shift from local branch-based services towards investing heavily in mobile applications to meet customer demand and gain, or at least protect, market share.



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Our offering includes:• Online banking, online share trading and

mobile banking applications, security and industry-first Facebook integration

• Data and analytics – data warehousing and business intelligence and Big Data

• Compliance/regulatory – automation, integration

• Cloud services

• DevOps – infrastructure and application management

• Data centre hosting – internationally accredited data centres

• Electronic Bill Presentment

• Payment systems.

Banks are rapidly upgrading or replacing legacy systems to remove constraints on delivering new products and services. They know the ‘bank of the future’ will need to be agile and responsive to changing customer demands – particularly when competing with disruptive products or services from international technology companies such as Apple with Apple Pay and Google with Google Wallet.

Compliance requirements continue to be a challenge and regulatory requirements are increasing – often imposed locally in response to global concerns such as money laundering.

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Portal strategy underpins growth in market shareUDC Finance is a fully-owned subsidiary of ANZ Bank. With a multi-billion dollar portfolio of assets, it is New Zealand’s leading finance company, specialising in providing asset-based finance to New Zealand businesses.

UDC services enable New Zealand businesses to purchase plant, vehicles and equipment, and consumers to purchase cars, funded by secured investment products.

The ChallengeIn 2008, the company launched UDC Live. The application consisted of secure internet access to a limited range of online services for its dealer network. After implementation, we were engaged to provide support.

By 2010, market expectations for online services had increased significantly and UDC saw an opportunity to replace the existing and now legacy portal with an upgraded and enhanced system. We successfully designed and delivered the new version of UDC Live in 2010 and after positive results, we proposed and were engaged to develop a broader online strategy and roadmap.

The Datacom Difference The first step was to define long-term business objectives, assess market conditions, capture customer feedback and needs, and identify business requirements and opportunities. The initial deliverable was an online strategy and a project roadmap accompanied by high level cost-benefit analysis.

UDC needed a long-term approach of measured investment, so we proposed a strategy based on lean development methodology that would eventually consist of two portals. Each would have functionality specific to customer groups, and be built on core shared functionality, some of which already existed within UDC Live. Then, incrementally, smaller functional releases would be deployed to the portals, with each carefully monitored and reviewed with users, to ensure the ongoing improvement and responsiveness of the online channel.

The Customer Information Portal for commercial customers went live in 2012, with Investments added in 2014 and further extended in 2015. Each portal has had regular, incremental releases of additional functionality since the original deployments.

UDC’s strategic business objectives have been met, with positive user feedback. Automotive and Equipment dealers can get online credit approval for their customers within seconds rather than overnight, whether working in the dealership, out in the yard, or offsite, ultimately enabling them to close more sales, which has underpinned sustained growth in the company’s market share. Commercial and Investment customers can better manage their UDC accounts and asset portfolios, gain approval for new purchases, and invest in UDC Secured Investments with ‘internet banking-like’ ease.

Feedback has been that the portals are simple and easy to use, customer data is easily retrieved, and the online auto finance quotes and approvals functions have improved significantly and sped up the sales process. The 2015 release of new investments functionality keeps UDC among the leaders of online finance services.

We’ve now updated the company's online strategy and roadmap for 2015 and beyond, with a programme of new initiatives already under way.

The Last Word“Datacom’s strategic input provides us with real and relevant direction and includes a practical project road map that delivers against our strategic objectives.”David Johnson, Senior Manager, Strategy, Projects and Products, UDC Finance Limited

“Datacom is very responsive to our needs and provides great continuity. They anticipate what we may need and just organise it.” Don Atkinson, Head of Intermediaries and Investments, UDC Finance Limited

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Rapid build for mobile financeFisher & Paykel Finance has been providing New Zealanders with financial services for more than 40 years, including credit facilities Q Card and Farmers Finance.

The company’s financial solutions also include Consumer Insurance Services Ltd and Equipment Finance Ltd.

The ChallengeQ Card is a credit card alternative. Cardholders get three months with no interest or payments on every purchase (in store and online) at thousands of places nationwide. Q Card also provides access to a range of interest-free deals and payment holidays with leading retailers. Most cards are obtained in store via a big-ticket purchase on interest-free terms.

Fisher & Paykel Finance wanted to develop a mobile application that would improve the Q Card customer experience, increase usage, and reduce inbound calls to the company’s contact centre. Datacom was engaged in July 2014 and the project kicked off in August.

The Datacom Difference Datacom and Fisher & Paykel Finance teamed up and completed the Q Card app design through a rapid prototyping exercise. User testing and end-to-end design were completed within a week. Fisher & Paykel Finance wanted the app to be developed for both iOS and Android, and accepted Datacom’s recommendation that separate apps should be created based on shared principles, rather than building for one operating system and adapting for the other.

To customers, the Q Card app appears straightforward. They can log in to their account, check balances, and view transactions. New customers can now sign up within the app directly instead of calling the contact centre, which improves the customer experience and reduces the call centre’s workload.

Behind the scenes, the application is more complex. We built the API layer to link the apps with Fisher & Paykel Finance’s systems. A separate security layer ensures customer information is protected.

The app went live in November 2014. The company had a goal of 30,000 downloads within the first year, and had more than 20,000 downloads within its first month. The app has high ratings on both the iOS and Android app stores – 4.5 stars on iOS and 4 stars on Android.

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SThe Last Word“Working with Datacom was a great experience. We worked collaboratively every day over a three month period to take the mobile app from concept to implementation. Changes were made on the go and Datacom were very receptive and helped guide us with best practice examples. We were very happy with the end result – a great looking app that was well received by our cardholders, reinforced by the great take up rate that exceeded our objectives.” Rachelle Crowe, Senior Marketing Manager, Fisher and Paykel Finance

“I was impressed with Datacom’s flexibility and ability to integrate quickly and easily into our back end database, especially as we were in the process of a middleware upgrade. The web services solution they implemented can be ported easily once we are ready.”Glenn Reynolds, Information Services Manager, Fisher and Paykel Finance

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C AS E ST U DY_ T S B B A N K

The bank uses a full suite of phone and online customer channels, including internet and mobile banking.

The ChallengeTSB Bank’s extensive legacy communications network servicing retail branches and customer contact centres was ageing and unable to support enhancements, innovations and more comprehensive security measures.

The project was more than just a simple telephony upgrade. TSB Bank needed to create a transformation platform for next generation unified communications, and balance this development with legislative audit requirements and policies.

To further complicate the challenge, one of TSB Bank’s points of pride and a core value statement is based on complete commitment to their customers; ‘your calls will be answered by our friendly, helpful staff, not an answerphone’.

Finding a partner they could trust to provide a fail-proof system for the delivery of voice services without adverse customer interruption was an essential part of TSB Bank’s selection process.

The Datacom DifferenceWe chose to develop a solution based on industry best-in-class Cisco Unified Communications Manager, with the solution’s core spanning two geographically diverse data centres: TSB Bank’s own New Plymouth data centre and Datacom’s Kapua data centre. Additionally a number of complex third party solutions were needed to provide call recording, fax management and billing. This required in-place infrastructure upgrades at all TSB Bank sites, which was not only technically complex, but also a large logistical challenge.

Beyond the centrally managed core telephony services, the platform enables full unified communication functions. Video conferencing, document collaboration, instant messaging and presence. These systems allow TSB Bank to leverage the platform for new and advanced services to customers, for example, video calling via the TSB Bank website to a staff member. This helps TSB to differentiate from other banks with a focus on local care and personal service.

The project started in early 2014 and continues today in a very close collaborative partnership. We have visited 28 physical locations, created disaster recovery sites in new data centre locations, introduced our nationwide field services capability and started proof of concept for Datacom-led cloud technologies.

The Last Word “We have realised considerable cost savings through the elimination of legacy local phone lines and creation of a progressive multi-channel communications platform. We are also pleased to have our critical systems properly backed-up by one of two data centres in the event of a major outage.” Marie Collins, Chief Information Officer, TSB Bank

Customer communication – the key to good serviceTSB Bank is a proudly 100% New Zealand-owned bank, offering retail banking services to their customers nationwide. Based in New Plymouth, they operate 26 branches and service centres across the country.




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Education

Mobile technology and social networks are fast becoming just another learning tool, connecting students, teachers and knowledge experts across different education communities and inspiring individual differentiated learning.

We can tailor a strategy depending on curricular requirements, best practice and future goals, taking all of your stakeholders – teachers, students, parents and IT — into account.

We also run CSR programmes throughout New Zealand and Australia to improve the integration of technology across teaching and learning communities. We care about ensuring students have access to the best technology education available and are well equipped for pursuing a rewarding IT career.

Our education specialists work with early childhood centres, schools, tertiary institutions, private sector providers and government education agencies to help them integrate the latest IT into their infrastructure and programmes. This includes creating shared learning platforms to maximise collaboration, 3-D printing, learning analytics to measure student development and providing innovative software all within defined security and privacy–parameters.




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The Last Word “We have been very impressed with how Datacom has undertaken redevelopment of our flagship website, and we now have a proven technology partner who can support our business.”Elliot Arnup, Digital Marketing Manager, Melbourne Business School

Collaborative design is good business

The school is also rated number one for delivery of executive education in Asia Pacific.

The ChallengeThe school’s primary website (mbs.edu) is the key promotional, information and management channel for the market-leading MBA programme. MBS wanted to migrate the site to a technology platform that would make content management and marketing optimisation more agile and effective. The school runs events, seminars and information sessions, attended by current and prospective students, alumni and the general public. Consequently the new website also needed to be equipped for comprehensive event management, bookings and timetables.

Alongside the promotional and organisational elements, a seamless integration with MBS’s back-end systems was critical to allow the handling and tracking of payments and overall business management, and to avoid any disruption to customer service.

The Datacom Difference MBS was looking for a technology partner to help them with the website content and technology migration, and to provide comprehensive, ongoing support to the business.

We engaged with the school in a collaborative design exercise, involving all the various business stakeholders in workshops and showcases. This approach significantly sped up the process and ensured that the website, when created, would serve every part of the organisation.

We implemented a market-leading comprehensive content management system (CMS) which provided a great platform to build on, and we ensured the new site not only looked fantastic, but worked seamlessly with the in-house CRM and financial systems.

We also paid close attention to search engine optimisation and security, and made sure that it was fully responsive so students could get the information they needed on any device at any time.

The whole project took just 17 weeks from start to finish. We are now providing support and maintenance services for the site, and looking at other areas where we can help MBS take its business further.

Melbourne Business School (MBS) is the graduate business school of the University of Melbourne. The Financial Times has ranked the school’s MBA programme in the top 100 globally since 2005, and number one in Australia.

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C AS E ST U DY_ A U C K L A N D U N I V E R S I T Y O F T E C H N O L O G Y

Timetables go mobileAuckland University of Technology (AUT) is New Zealand’s second largest and fastest growing university with three Auckland campuses – in the city, on the North Shore and in South Auckland – and more than 28,000 students.

The university is recognised for innovative teaching practice and commitment to research and education that prepares students to meet the challenges of the changing world.

AUT gained university status 15 years ago but its history as a place of learning spans 120 years, and origin as a vocational training institute, contribute to strong ties with industry. These connections create opportunities for AUT’s students to gain valuable experience before they enter the workforce.

The ChallengeAUT was finding it increasingly difficult to manage their student and staff timetables and resource bookings on their existing technology. Students could only view their timetables online, or have it printed in hard copy. Both of these options required a knowledge of AUT’s systems and for students to actively check them. The university had no way of notifying students of important things like timetable or room changes, which meant that students were missing classes.

The university realised they needed to deliver timetable information directly to digital devices for both staff and students, making it possible for them to check live timetabling information and messages before their classes began. But how could this proprietary data be synchronised with such a wide range of devices, in a way that was easy for students to use, and cost-effective for AUT to set up and maintain?

The Datacom DifferenceThe key was to implement a platform that could deliver the timetables natively to almost any desktop or mobile device. Once we had that established, we just needed to get the data to that platform and let the technology do the rest. We collaborated very closely with the AUT team – they wrote portions of the code using their knowledge of the timetable software database. We also collaborated within Datacom on the project with our infrastructure management and software development teams offering a seamless solution – from Office 365 licensing and migration to developing on an Azure platform.

The Datacom team migrated AUT to the Microsoft Office 365 platform in September 2014. Students and staff simply had to add their Microsoft account details into their phones and laptops to enable automatic synchronisation of calendars, contacts and email information. This made the solution fast, easy to set up and maintain. Not only could AUT now publish directly to phone calendars, but they could also push emails instantly and directly to phones without having to constantly monitor and update a database of student’s private email address information. The solution was well tested by a group of students.

Feedback on the pilot from student testers:“Very convenient to get reminders about my classes on my phone.”“Very cool... I certainly missed it during my first two years at Uni.”“I no longer find the need to log in to Arion to view my schedule. The Office 365 calendar has all the info I need.”“Like the idea of going to one place for everything.”

The second phase of this project was to automate the flow of timetable information from the university’s proprietary timetable software into Office 365. We developed an Azure Cloud solution that extracted the data, identified any changes, notified users by email and inserted the data into AUT’s Office 365 platform. The solution went live for all students and staff in time for their second semester.



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The Last Word“AUT’s primary business driver for this project was to get our students more actively using the 365 email services and to add value to their student experience. In the past, AUT provided email but this was not seen as a value to students and they didn’t use it much. Using the 365 calendar and updating it with current class timetable information was seen as a way of meeting both objectives.”Roy Cullum, Director Infrastructure Services, AUT

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C AS E ST U DY_ X X XCASE STUDY_ XXXC AS E ST U DY_ N AT I O N A L S T U D E N T I N D E X

National education ‘single customer view’The National Student Index (NSI) tracks a student’s education in New Zealand from starting school right through to any post-school study, throughout their life.

The Ministry of Education needs this data to analyse national trends, check standards, identify gaps and predict funding and policy requirements for delivering a quality education.

Student information is entered into the NSI by education providers throughout the country, which provides a ‘single customer view’ – where the student is the ‘customer’. The project was to update the technology, improve data quality and ensure that the Index was allocating a unique identifier to every student enrolled in study in New Zealand.

The Challenge The education sector is extremely complex with a large number of service providers – from large universities, technical institutes and schools to very small specialist operators, with a wide variety of operating systems. This diversity has led to many inconsistencies in the collected data, and to duplications. For example, when someone married and changed their name a new number was often allocated. To move forward we needed to have third party organisations on board and willing to engage, and in some cases, commit to upgrade their technology.

One of the greatest challenges in this complex environment was how to track students across so many environments, systems and geographies. The key enabler in tracking a student is a National Student Number (NSN) which is assigned to each student on enrolment. The solution to manage the creation, assignment and matching of the NSN against student identities is the National Student Index.

Student information collected includes Date of Birth, Family and Given Name, Gender, Residential Status, NSN and the date the record was created. The system is linked with national immigration data to provide identity search and match capability to prevent duplication. When a student enrols, the Index searches for matches and will either find the pre-enrolled student or create a new number.

One of the greatest challenges in this complex environment was how to track students across so many environments, systems and geographies.




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The Last Word“This was a very successful project that was carried out in partnership between the Ministry and Datacom.”Dr David Lambie, Ministry of Education Chief Statistician and NSI business owner

The Datacom Difference Datacom was engaged by the Ministry, following a rigorous procurement process, to provide a replacement for the 15-year-old system. Key drivers for change outside a technology refresh included improving the quality of data, the creation of new interface mechanisms to improve security, and taking the opportunity to review business requirements to ensure the most efficient outcome.

We worked on site to be able to communicate directly with the Ministry’s own project team – to form a

‘single team’, co-located partnership, which was a significant benefit. It was clear that a major overhaul was needed and it was an unusual project, with only a small amount of information visible to users and most of the power behind the scenes through four different types of integration.

The solution was based on a modern web application, adopting latest architecture standards and Microsoft development practices. The web application provides a more dynamic and user-friendly experience for

the customer. We also introduced a new interface based on a more modern interface language which will eventually replace two existing interfaces. NSI also uses a fuzzy search capability called IQ Office, from Intech Solutions. Whenever a student’s name is entered, IQ Office searches the NSI database to determine whether or not that person already has an NSI number.

The NSI went live 15 June 2015 without compatibility problems and is performing well.

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C AS E ST U DY_ M O U N T A LV E R N I A C O L L E G E

Students remain online with our full-time supportMount Alvernia College, located in Kedron, Brisbane, has provided quality education for more than 50 years. They needed help when the Australian Government stopped its Digital Education Revolution programme after five years.

The Last Word“Despite careful planning, any new venture presents numerous unforeseen challenges. The partnership we have formed with Datacom has made the process of delivery and maintenance of our BYOT program a big success.

“Datacom have proved to be highly responsive with dealing with parent and student concerns and are always supportive in meeting our educational goals.” Bill Fisher, Manager of Technology and Data Analysis, Mount Alvernia College

This decision marked the end of public funding of laptop computers and digital infrastructure for Year 9–12 students.

The ChallengeAfter exploring the various 1:1 models for the provision of laptops, the college developed a set of criteria to put to vendors. They wanted to offer a range of quality brands and price points, promote more student ownership of devices and divest any financial liability for the laptops. The laptops had to be supported by an onsite presence to maximise the time students had access to devices to support their learning. A robust warranty and insurance programme was needed. This complex set of criteria prompted Mount Alvernia to find a company able to meet this demanding set of criteria.

After considerable groundwork and negotiations the college chose to work with us because of our expertise in providing education-specific solutions across Australia.

The Datacom DifferenceMore than 500 parents of Mount Alvernia College students attended an engaging and successful information evening where our team presented the college’s solutions and answered questions. The parents were then provided with a pack that offered a range of quality laptops at varying prices. They purchase these directly from Datacom through an e-commerce portal, saving the school from having to deal with transacting hundreds of orders.

In terms of support, the parents pay for a comprehensive Datacom-managed service, including a full-time technician onsite to assist the college with device repairs and maintenance. A supply of swap-out units ensures each child has a device at all times, reducing time lost in the classroom.

Negotiations began in August 2014. By October, laptop requests were flowing in, with final orders taken for the school year in January 2015.

The collaborative effort has not only resulted in a smooth transition from school-owned to parent-funded laptops, but has saved the college considerable funds and resourcing time and risk. The parents have a clear process, cost-effective funding options, warranties and insurance coverage and full-time technical service and support.




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Streamlining operations with new infrastructureTownsville Grammar School is the oldest secondary school in North Queensland, opening its doors in 1888. The co-educational, non-denominational school has campuses in Annandale, North Shore and central Townsville.

The school caters for more than 1,500 students, ranging from early pre-Kindergarten through to Year 12.

The ChallengeTownsville Grammar School was looking to upgrade its network and replace its current ageing server and storage hardware at its main campus. The school also needed backup and data replication across two of its sites.

As the school has been a long-term client of ours, they approached our Townsville office for recommendations and assistance in implementing the new systems.

The Datacom DifferenceWe first conducted planning sessions with the school and used the information gathered to outline a solution that would not only meet Townsville Grammar’s immediate needs, but also position them well for the future.

We recommended implementing HP servers and networking with Nimble storage. It was a major change, so together we planned a staged implementation that would cause the least amount of disruption to the school’s daily operations.

The first installation was carried out over the school holidays of 2013/2014. The servers and storage were commissioned and the applications transitioned onto the Microsoft platform.

The second stage was completed over the 2014/2015 school holidays and entailed setting up servers and storage at the Annandale campus. Data replication was also set up across two campuses, ensuring resilience.

As a result, Townsville Grammar has expandable and reliable IT infrastructure which the school can build on as its needs change. The stable IT environment now requires much less maintenance and support.

Student help desk requests have been substantially reduced, along with time spent on administration of the systems. This has freed up the current IT staff to concentrate on the broader expansion requirements of the school.

The Last Word“Since our server installation, we have no unplanned downtime, our network runs smoothly and efficiently, and we have set ourselves up for future expansion and upgrades.” Kirk West, Manager, ICT Systems, Townsville Grammar School

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Healthcare

The healthcare sector is dynamic and complex and the demand for integrated, standardised, secure and automated IT systems is at a critical level.

Ongoing regulatory compliances and reforms, integration and security of patient data... we can meet all of these requirements cost-effectively and sustainably.

We deliver administrative, support and procurement services to district health boards, hospitals, healthcare providers, general practitioners and aged care providers. And we take the pain out of healthcare communication, patient information, tracking and team co-ordination, based on nearly 50 years’ experience with healthcare clients.



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SmartWardWe are also the exclusive supplier and support organisation for SmartWard, a health informatics software system that provides decision-support for doctors, nurses and other medical staff, automates records and manages workflow releasing more time to spend with patients. A Deloitte Access Economics assessment of a clinical trial in Melbourne in 2013 found that hospitals can achieve cost savings of more than $50,000 per bed, per annum using SmartWard technology.

xcrania™ – fully managed IT serviceThis Datacom-built, Midlands Health Network-owned, cloud software Xcrania is hosted in our top-tier data centres. The package includes a patient management system, internet access, system backups, database management, email and health messaging services, desktop devices, printing, system upgrades, and all other ongoing updates. As a package, it takes the burden away from business owners buying and operating their own IT systems by providing a GP-centric, and GP-owned and operated fully managed IT service.

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Resounding endorsement for ‘as a service’ deliveryAustralia’s Department of Health has a diverse set of responsibilities, but there is a common purpose throughout – better health and well being for all Australians, now and for future generations.

Australia’s health system is world class, supporting universal and affordable access to high quality medical, pharmaceutical and hospital services, and health promotion and disease prevention campaigns. This is achieved by strengthening evidence-based policy advice, improving programme management, research, regulation and partnerships with other government agencies, consumers and stakeholders.

The ChallengeFrom March 2015 Datacom became responsible for the Australian Department of Health’s ICT infrastructure in a $242 million support services contract. The Department was seeking a partner who could provide IT support constructed solely around an outcomes-based, fully-managed consumption-based pricing model that delivered a solution set that would better fit the Department’s needs.

The Datacom DifferenceThe five-year contract, awarded after a fiercely competitive process, is considered a ground-breaking departure from traditional IT Services outsourcing. Our proven track record working with all levels of government has enabled us to build a strong team nationally, able to deliver this extremely complex and sizeable transition on time and to expectation.

Transition of the IT support services took six months and established a support capability for a dedicated Enterprise Data Warehouse, three incumbent data centres, and approximately 490 servers and associated solutions servicing 4,000 users. This was achieved with a harmonious effort out of Canberra where we have a large dedicated team on site with the Department of Health. Service Desk support continues to be provided from our office in Queensland, infrastructure support from our Sydney office, and security from our national Technical Security Services team. The next phase of transition is the migration of the Department’s data and ICT workload onto a purpose-built cloud platform.

We have a considerable portfolio of Federal Government work. New contracts span CrimTrac and the Department of Immigration and Border Protection, complementing established engagements with the Department of the Environment, Australian Taxation Office, Australian Competition and Consumer Commission, National Health and Medical Research Council and Airservices Australia.

The Last Word“Our relationship is starting positively with many improvements occurring now in the day-to-day ICT environment and I like Datacom’s commitment to improving end user satisfaction with ICT.”Matt Yannopoulos, Chief Information Officer, Department of Health, Australia

INDUSTRY_ XXXG OV E R N M E N T _ H E A LT H C A R E

C AS E ST U DY_D E PA R T M E N T O F H E A LT H , A U S T R A L I A



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G OV E R N M E N T _ H E A LT H C A R E

C AS E ST U DY_ N E W Z E A L A N D B L O O D S E R V I C E

Enhancing safety in critical servicesNew Zealand Blood Service (NZBS) is a Crown Entity that provides an integrated national blood transfusion process - a ‘vein to vein’ blood service by and for the people of New Zealand.

This service ranges from the collection of blood from volunteer donors to the transfusion of blood products within the hospital environment. NZBS also provides diagnostic testing services, tissue (skin and bone) banking and stem cell services, and matches patients and donors prior to organ/tissue transplants.

The ChallengeWhen NZBS was established, a comprehensive blood management system was introduced to support and enhance the safety of all the services NZBS provides. The system ensured that there was full traceability of all blood donations and products through the processes of collection, testing, manufacturing and issue to patients. Installed nationally throughout NZBS centres and in all District Health Board (DHB) blood banks, the system – called eProgesa, developed by MAK-System – was upgraded in 2012 to the current iteration. It’s widely implemented internationally and recognised for its rich functionality and web-based technology.

These critical core systems operate 24/7.

The Datacom Difference Datacom has been working with NZBS for the last 12 years, maintaining and supporting their core systems. We’ve also been working with them on a wide variety of initiatives, all aimed at continually improving efficiency and the quality of service delivery. These initiatives have included:

• eProgesa upgrade

• Fit-out of the state-of-the-art new Blood Centre in Christchurch (post-earthquake)

• Implementing a range of new IT management tools

• Relocating disaster recovery services from Wellington to the Kapua Data Centre in Hamilton resulting in NZBS’s core IT equipment being located in both of Datacom’s world-class Tier 3+ data centres.

Currently we are working with NZBS and partner MAK-System to implement the eTraceline system into NZBS and DHB blood banks. This system is specifically designed to automate manual procedures and enhance the quality and safety of the blood bank operations. This will be followed by further projects including implementing smart fridges and offline access to patient test results.

The eTraceline system is currently used by other national blood services, including Canada, Scotland, Ireland and Hungary.

The Last Word“It is of the utmost importance to us that the core systems used across our collection centres and blood banks can process and track every blood donation, from our donors to the patient requiring the transfusion. NZBS is proud to be working with Datacom, who have been a valued long-time partner with our life-saving service.”Sam Cliffe, Chief Exective Officer, New Zealand Blood Service



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Sam Cliffe, Chief Executive Officer, New Zealand Blood Service

68 Datacom Annual Review | 2 0 1 5 - 2 0 1 6



An app bridges the language gapSt Vincent’s Hospital (Melbourne) is part of Australia’s largest not-for-profit Catholic healthcare provider, St Vincent’s Health Australia, which operates over 17 sites.

The Melbourne arm provides medical and surgical services, sub-acute care, aged care, correctional health, mental health services and a range of community and outreach services. They have more than 5,700 staff and 880 beds over four facilities.

The ChallengeAt St Vincent’s Melbourne Hospital, more than 47% of the patients are culturally and linguistically diverse, which can have an impact on the quality of their everyday conversations with health professionals. The hospital has an interpreter service which provides great support for staff when communicating with patients, but it’s difficult to extend these services consistently to patients in sub-acute care, such as residential aged care. Staff had been resorting to third party translation tools and even flashcards to communicate daily instructions.

Monita Mascitti-Meuter, Cultural Diversity Program Co-ordinator, had a dream of improving the quality of care and dignity afforded patients by creating a set of standard phrases with accurate translation and accent, and be able to use them in visual and audio form to communicate. A great solution was to create a practical mobile app that could be used at the bedside by health professionals.

The Datacom DifferenceThe hospital wanted to trial this solution as an internal innovation programme. We proposed a rapid prototyping approach that relied on a joint project team working intensely together to build an active solution over a couple of weeks. Members of the team included representatives from St Vincent’s Speech Pathology, Interpreter Services, IT and Nursing, who worked with our designers and developers.

We firstly focused on the Greek language and developed an Apple iPad clickable prototype with a polished user interface. Health professionals could select approved sentences and questions matching everyday activities involving patients. Embedded voice files then translated, displayed and spoke the questions to the patients in Greek, and accommodated their acknowledgements.

Initial feedback from staff trialling the solution in the wards has been excellent. One resident started finishing her meal every day as she was more aware of her condition and what she needed to do. Another resident managed to finally let staff know about a long-term pain in her knee and the underlying issue has been resolved. The management are so impressed they are now thinking about how to expand the concept across the hospital.

The Last Word“Datacom’s rapid prototyping approach was very effective in delivering a working solution with consensus from all the parties who needed to be involved. It really showed our health professionals what great things can be done with technology in healthcare.”Simon Richardson, Chief Information Officer, St Vincent’s Hospital (Melbourne)

C AS E ST U DY_ S T V I N C E N T ’S H O S P I TA L M E L B O U R N E

I N D U ST RY_ H E A LT H C A R E


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Government

Decades of experience in working with governments in New Zealand and Australia has taught us about preserving the balance between ICT and the needs of individual agencies.

We are at the heart of how technology is radically improving efficiency, cost reduction and quality of service to meet the complex needs of communities.

We are on more government common capability panels than any other provider, which helps us ensure our services are relevant, progressive, innovative and effective.

Individually, government agencies have trusted Datacom to provide a range of ICT services, from data centre and cloud services up the stack through to complex application development, systems integration and business process outsourcing. We are the architect of systems, builders of platforms, provider of services and custodians of data. We design, build and manage systems that keep countries running.

In Australia, we are strategic partners of the Australian Taxation Office, Department of Health, Department of Immigration and Border Protection, Department of the Environment, Australian Competition and Consumer Commission, National Health and Medical Research Commission, CrimTrac and State government entities.

In New Zealand we have built long-term relationships supporting critical systems for agencies such as the Reserve Bank of New Zealand, Department of Internal Affairs, New Zealand Customs Service, Ministry of Justice, Parliamentary Service, Land Information New Zealand, Accident Compensation Corporation, Inland Revenue, Ministry of Education, New Zealand Defence Force and the Ministry of Business Innovation and Employment.

We also invest heavily in the development and provision of applications exclusively for local government, including bespoke solutions responsive to particular needs, trends, challenges and legislative and community requirements in New Zealand and Australia.



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STAT E _ G O V E R N M E N T

C AS E ST U DY_ D E PA R T M E N T O F T H E P R E M I E R A N D C A B I N E T Q U E E N S L A N D

Full service, flexible partners in modern democracyThe Department of the Premier and Cabinet for the Queensland Government is the lead agency in the Queensland Public Service – dealing with the ‘bigger picture’ aspects of government.

The department’s brief covers a very wide range of services – from supporting and advising the Premier, Cabinet, Ministers and agencies, to holding major events for Queensland Week and Australia Day. They are also responsible for ‘Community Cabinet’ which gives Queenslanders the opportunity to engage in their democracy and raise their concerns directly with Cabinet members.

The ChallengeThe department was seeking to build a long-term trusted partnership with a technology provider. A commitment to investing in ICT Managed Services was important, as was a specific focus on cloud-based ‘as a service’ ICT delivery.

The Datacom Difference We won the contract because of our vision around ways to enhance the department’s current services model. We could provide greater flexibility at a lower cost with cloud-based technologies where appropriate, aligned with the Queensland Government’s ‘as a service’, and ‘cloud first’ strategies.

We’re delivering using a Service Catalogue approach, which means the department can pick and choose the services they require to meet business needs and quickly and appropriately scale these services up or down.

So far, we are providing the following services via a combination of cloud and hosted technologies:

• Hybrid Cloud and On Premise Compute Environment

• Network as a Service

• Storage as a Service.

We also provide the following support and governance services:

• Service desk

• End User Compute (Desktop/Onsite)

• Service delivery management

• Networks support

• Database support.

We’ve been careful to give the department a predictable cost structure while still being able to add value with innovative solutions such as the self-service password reset tool. The transition from the existing server and network infrastructure to Datacom’s cloud solution was based on an ‘as a service’ approach and transition was priced as a base project cost.

The on-boarding for this project was rapid; our transition team created 1,221 files during the planning phase, which resulted in more than 1,500 operational documents, diagrams, designs and configuration records. Within six weeks the Queensland Cloud team designed, tested and implemented a new highly redundant environment spanning three data centres and six customer locations. The team also retired 70 servers giving the department a net cost saving from day one of go-live.

The working relationship has been outstanding with a solid cultural fit between our two organisations. The strong onsite presence and walk-up support desk has allowed our staff to build great relationships with key department staff. We’ve listened and taken the time to understand the department’s objectives and aligned our support services accordingly. We’ve proven our methodology for on-boarding customers through the due diligence, discovery, build transformation and migration/decommission stages.

We endeavour to provide the highest standard of services to meet the department’s goals of innovation and strategic leadership by designing and operating offerings that are of high quality, cost effective and rich in functionality.



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N AT I O N A L _ G O V E R N M E N T

C AS E ST U DY_ O F F I C E O F T H E C L E R K

Critical Parliamentary role now more agile, responsiveNew Zealand Parliament’s Office of the Clerk has a business group which is responsible for supporting select committee meetings, collating and managing documents and providing procedural advice.

There are 13 permanent select committees, as well as ad-hoc committees that are created and disbanded when the need arises. As well as Members of Parliament, select committee staff deal with public submissions, witnesses and advisors.

The ChallengeThe Office of the Clerk’s old eCommittee portal was out of date, unsupported and constrained by specialised, on-premise hardware that prevented mobility and open collaboration. It was also difficult for select committee staff to use. Agenda updates were onerous and needed to be duplicated and provided in a variety of file formats for Members, often under time pressured situations. Members needed to use paper and/or network folders when their own supporting information was required. Despite its longevity, most of the Members resisted using the difficult eCommittee portal, often preferring to use paper.

The Datacom DifferenceThe select committee system was born during the discovery phase of a larger enterprise application in January 2014. The project ran through to December that same year and paved the way for the ongoing larger scale solution for transforming desk and paper-bound processes and applications into a mobile-centric working environment.

The eCommittee portal replacement involved coupling SharePoint 2013 with a single page application (SPA), which means Members can now receive information immediately in a variety of responsive formats and on any device. All of the constraints that plagued the old application have been removed. Meeting agendas have become interactive running sheets that contain links to relevant documents stored within SharePoint. Agenda forms can easily be changed by staff and, once published, can be accessed in real-time. Members can now access information from anywhere at any time, annotate and securely save documents in their own repository, and store and access select committee documents.

The result is a working environment that is far more agile, faster, responsive and collaborative. The new select committee system has received high praise and buy-in from both staff and Members, has realised cost savings through the decommissioning of specialised hardware and licensing, and provides security from macro down to micro levels. Success was enhanced by being able to demonstrate the functionality of the new system as it was being built, enabling the staff to provide input and monitor and manage scope at every step. This led to informed decisions for complex solutions and a strong relationship based on integrity and transparency at all levels. This meant we could deliver a complex, very high profile application within a very short time, without compromising functionality.

The Last Word“The new system has really streamlined my team’s processes, and it is efficient and effective. What was before a very complex system, has become an intuitive one.”Rafael Gonzalez-Montero, Deputy Clerk of the House of Representatives



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C AS E ST U DY_A C C I D E N T C O M P E N S AT I O N C O R P O R AT I O N

Helping to stop injury, support recoveryThe New Zealand Accident Compensation Corporation’s core focus is to prevent accidents from happening, and when they do, reduce the impact of injury. Their work centres on prevention, rehabilitation and compensation – all of which combine to help people return to work and everyday life as fast as possible following injury.

ACC manages a new claim every 2.3 minutes, 7,000 claims per day, which requires sophisticated technology infrastructure and comprehensive support.

The ChallengeACC’s End User Support Team/Service Desk is responsible for supporting technology users throughout the organisation. A difficulty was that the internal IT team, previously outsourced to another vendor, needed help to raise IT user satisfaction – rating at around 68%.

The specific requirements identified were to increase the quality of service, improve customer satisfaction, reduce costs, improve planning and control and to optimise ACC’s ICT environment.

ACC were also wary of outsourcing the work to improve this rating so we needed to build their trust in that we could consistently deliver a high quality customer focused service.

The Datacom DifferenceKnowledge-Centred Support (KCS) is a methodology that focuses on knowledge as a key asset of the support organisation. We wove this into an End User Support service that we’ve developed over a number of years to provide exactly what’s required to make and keep end users happy. We ensure that Service Desk analysts:

• understand what their customers do, not just the technology they use to do their work

• are present for the person on the phone, and focus on one call at a time

• complete a regular certification process to ensure everyone has the knowledge and skills.

We also empower users to do things themselves and take advantage of automation and ICT Self-Service options.

Each analyst had two month’s training before the desk went ‘live’ which focused as much on what ACC does as the technologies being supported. The solution also ensures active management of user experience feedback and that the information the analysts are relying on is constantly validated and updated. We also continued to work with the internal IT team to increase flexibility and scalability to cater for high-volume call periods to ensure a highly responsive and reliable service. Since then, the ongoing challenge has been maintaining the customer knowledge through staff turnover.

The results have been significant. Customer satisfaction exceeded 90% for last year, with results of up to 98%, and Service Level Agreements are consistently exceeded. For August 2015, self-service implemented to allow customers to resolve their own requests or issues achieved 22%, and 83% of issues were resolved in the first call.

Engagement occurs at appropriate levels through service desk to customer relationship managers and third party service delivery managers. All customer satisfaction responses are reviewed. Where there has been dissatisfaction expressed this is acknowledged via phone and investigated. Positive feedback is shared and celebrated regularly.



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The Last Word“Thanks in no small part to the effectiveness of the Datacom Service Desk over the past three years we have turned around end user perception of the ICT brand here at ACC. I have been impressed with the professionalism and dedication of the team since transition. It now means consistent high quality customer service at first point of contact is now a reality and not just an aspiration.” Paul Jepson, Chief Information Officer, Accident Compensation Corporation

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C AS E ST U DY_ M I N I S T R Y O F B U S I N E S S I N N O VAT I O N A N D E M P L O Y M E N T

Immigration online – from weeks to hoursThe New Zealand Government's growth agenda places a strong emphasis on immigration, and the visa process and systems are key in enabling the country’s economic growth. Immigration New Zealand is a part of the Ministry of Business Innovation and Employment (MBIE).

Datacom’s wide relationship with the Ministry spans IT support, data centres, Government cloud and considerable application development activity including the modernisation of New Zealand’s immigration system.

The ChallengeApplying for a visa to enter New Zealand used to be a time-consuming and paper-based experience. Requests for additional information to support a visa application might require even further paperwork, often taking months to package, ship (to visa processing centres) and action.

Immigration New Zealand wanted to change all this by providing an easy-to-consume paperless online experience. They wanted to remove dependency on the global Immigration office network, accelerate approval timeframes, keep pace with legislative change and reduce the cost of global visa processing.

The Datacom DifferenceAs part of the MBIE Vision 2015 programme which has redesigned the Immigration business process, Datacom gathered together a set of best-of-breed products and capabilities to produce an overall technology solution for MBIE – the new Immigration Global Management System, IGMS. These include workflow, rules, collaboration, and document management technologies, integrated with Datacom’s own products for forms (Sphere) and payment (Payment Gateway) to build the IGMS platforms.

We put our project staff onsite with MBIE project team members to ensure we could innovate and collaborate in an agile way. At its peak the IGMS project had more than 250 staff working across large office areas in the Wellington CBD. That size of team and level of engagement allowed the teams to make tremendous progress and overcome design and implementation challenges quickly and efficiently.

In late 2013 the first IGMS product, the online eligibility calculator, was delivered. In 2014 the main Immigration Online (IO) platform was deployed with Student Visa capability. During 2015, additional visa types and upgrades to the system have been made, including Work Visa, Visitor Visa, online payments, Chinese language, advanced document handling and many more. In late 2015 the last IO product groups will begin to be rolled out, which will take 90% of visa processing online, approaching one million applications annually in 2015.

MBIE BenefitThe MBIE business case for IGMS required ongoing savings of $22.5 million per annum to be achieved by July 2015. This goal has been surpassed. The new technology system has allowed MBIE to redesign its global office network, move application workflow to a small group of specialist centres, achieve immediate online granting of applicant visas, and improve quality and consistency of its visa handling services worldwide.

The first IO Student Visa application was received 33 hours after launching and was approved in three hours – which previously would have taken four weeks. Uptake of the new online channel has continued to grow and improve the visa application process for people wanting to enter New Zealand. All immigration officers required to process online visa applications can access supporting documentation in a digital form, significantly reducing the time needed to provide approval.




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The Last Word“For New Zealand to be an attractive destination, we have to ensure our immigration process and particularly our services are very customer focused. We chose Datacom for IGMS because they are sustainable with a strong record of delivering big projects well. We’ve now built a close, constructive and professional partnership with Datacom and, based on the new technology they’ve built and delivered, successfully implemented a whole new way of working for Immigration New Zealand.”Nigel Bickle, Chief Executive, Immigration New Zealand, MBIE

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Lockyer Valley Regional Council online and thrivingLockyer Valley Regional Council governs a 2,200 square kilometre area about an hour’s drive from Brisbane, Queensland. Around 35,000 residents call the region home.

The ChallengeThe council’s website was ageing and no longer functioning properly, with staff and end-users finding it unmanageable and very difficult to use. So the council went on the hunt for a content management system that was designed with local government in mind. It needed to be easy to use, look good, and have all the functionality the council required including improved search.

The Datacom DifferenceDatacom’s Sphere Web solution, built upon Microsoft SharePoint, was a great fit across all of the council’s requirements. Sphere is an out-of-the-box product which doesn’t require much customisation, and is tailored to local government needs. It’s also cost effective and can be implemented within a tight timeframe. In fact, Lockyer Valley began speaking to Datacom in March 2015 and the project was completed by late July the same year.

The benefits to the council have been significant – the new website is much easier to use, both for content managers and end-users, and community feedback has been very positive. Business and Community Directories are included using Datacom’s Multi-Channel solution, alongside in-site search and reminders for content managers to review and update pages.

With the new corporate website live, Lockyer Valley is now working with Datacom on a number of other features, including Facilities Booking using Sphere Online Services. They have also joined our growing user group community.

The Last Word“The team at Datacom have been very helpful and accommodating around Lockyer’s requirements. They provided logical advice and implemented new functionality based on our feedback. We are very happy with the outcomes and look forward to continuing our relationship and continuously improving our website and online tools available to our community.”Joe Sprinkart and Graham Cray, Lockyer Valley Regional Council

INDUSTRY_ XXX

CASE STUDY_ XXX

LO C A L _ G O V E R N M E N T

C AS E ST U DY_ L O C K Y E R VA L L E Y R E G I O N A L C O U N C I L



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C AS E ST U DY_O TA G O M U S E U M

Fresh technology keeps the past aliveDunedin’s Otago Museum is one of New Zealand’s most iconic museums. Inside, visitors can find rare objects and special exhibitions that share the cultural and natural stories of Otago, New Zealand, and the world.

Established in 1868, the museum’s proud history has brought it to a vibrant present. A succession of directors and generations of benefactors have helped to build rich collections and grand environments to house them. Today, the Otago Museum is Dunedin’s most visited attraction.

The ChallengeVisitors to Otago Museum might go to see rare and ancient artefacts, but behind the scenes, each of the 1.8 million items in the permanent collection, as well as those in temporary exhibitions, must be catalogued, tracked, archived and backed up in a comprehensive data management system.

Museum staff and visitors rely on a working IT infrastructure – the shops and cafes in the museum use Triquestra retail management software, there are AV and RFID systems that need to be maintained, and visitors are offered free wireless internet.

When the organisation’s IT Manager left in February 2014, the museum urgently required someone with the expertise to fill the role.

The Datacom DifferenceRather than replace the IT Manager, the museum turned to Datacom. We had worked with them previously to procure software and hardware, and provided consulting services.

With very little advance warning, we allocated a person to work on-site, who took over total management of Otago Museum’s IT systems.

We discovered that weekly data back-ups took the organisation’s ageing server three days to complete. This posed a risk when changes to the configuration would also take three days to amend if something went wrong. The old system was causing headaches for staff, starting with computers taking several minutes to log on.

To fix this issue, we procured the museum a new IBM v3700 server and back-up system. Three months later, the new server was fully operational, reducing risk for the organisation and improving the perception of staff towards IT.

Datacom continues to have a strong relationship with Otago Museum. Introducing museum managers to the audio-visual team at the University of Otago has also led to a closer working relationship between these two organisations. University staff now use the museum’s conference and event facilities.

The Last Word“The relationship has been really beneficial to the Otago Museum as we have total support for our services with expertise and back-up staff on call 24/7. Running a 364-day-a-year organisation we need to partner with businesses that can deliver on demand.”Murray Bayly, Commercial Director, Otago Museum Trust Board




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The Last Word“Datacom really threw everything at it to meet those tight timeframes, and they’ve really pushed the boat out in terms of what SharePoint can do.”Simon Harrison, Programme Leader, Auckland Design Manual

The idea for a city design manual was first set out in Auckland Council’s Auckland Plan (2012) which presents the region’s vision for the next 30 years to ensure “its urban environment is as beautiful as its natural environment”. Clearly, quality and co-ordinated design is key to an evolution of Auckland’s unique sense of place.

The ChallengeIn late 2010, eight councils in the Auckland region combined into one Auckland Council. There were 15 different design guides for building and development. The Design Manual streamlines these documents into a single system and disseminates it to keen builders – professionals and backyard DIY fans alike.

But many people didn’t know that this design guidance existed – and if they did know, they often didn’t know where to find it. The council set out to create a website that presented the varied and complex documentation in a clear, beautiful way.

The ADM team had conducted considerable research into design governance around the world, and discovered that most online design manuals from other local government entities were not much more than a series of downloadable PDFs. The kind of website they wanted to create was unique and needed to be custom-built. It also needed to be completed within an extremely tight timeframe.

The Datacom DifferenceWe looked at the suggested deadline and quickly assessed it was going to be impossible to achieve the quality and functionality the ADM team were looking for. Instead, we proposed splitting the project into two phases – a minimum viable site to be delivered within the short timeframe, and a more complex site to be delivered in phase two. Both sites would use Microsoft SharePoint for content management. The process took longer, but this allowed for extra user testing between phase one and two and time to iron out any issues.

The full website went live in December 2014 and is the first integrated design manual for a local government published anywhere in the world. It won Runner Up for Project of the Year at the Association of Local Government Information Management (ALGIM) Web and Digital Symposium this year and at the time of writing was a finalist in the Designers Institute’s Best Awards.

World-leading design guide for Auckland Council enables creativityThe Auckland Design Manual (ADM) is the ‘go-to-guide’ for everyone designing, building or developing in Auckland. The goal is to inspire, inform and share great design stories, highlighting past projects and why they work so well.


C AS E ST U DY_ A U C K L A N D D E S I G N M A N U A L


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Deep specialist skills in business process outsourcing, customer experience and contact centre platform technology has enabled our clients to focus on what they do best - in the knowledge that their most precious asset, their customers, are in safe hands.

Today’s customers are ‘connected’ and they need and expect information anywhere, anytime. In every experience they expect consistency, but also a journey that is deeply personalised and ultimately ‘easy’.

How is it possible to deliver an exceptional customer experience when the bar is set so high?

The answer is to create an outsource environment with a workforce that is multi-skilled and highly flexible, that promotes self-help and digital uptake, and captures real-time performance data and customer insight enabling continuous quality improvement.

Then you wrap this with strategic planning tools to measure and manage capacity to provide optimised workforce capability and performance.

Contact Centres and Business Process Outsourcing

We seamlessly handle more than three million multi-channel customer interactions every year. It’s our commitment to service improvement and our extensive experience in designing, building and operating contemporary award-winning contact centres that really makes the difference.



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G OV E R N M E N T _ C O N TA C T C E N T R E S

C AS E ST U DY_ T H E A U S T R A L I A N TA X AT I O N O F F I C E

Excellence in multi-channel Government contact centre deliveryThe Australian Taxation Office (ATO) manage and shape Australia’s tax and superannuation systems. As well as collecting revenue, the ATO administers the Goods and Services Tax and works with other Government agencies to support transfers and benefits back to the community.

ATO also have custodianship of the Australian Business Register and administer major aspects of Australia’s superannuation system.

Since July 2013, Datacom has provided a large scale, multi-channel outsource contact centre for the ATO. The contact centre has more than 500 employees, and provides customer service across multiple ATO business lines and skillsets. We also apply our extensive contact centre expertise to the bigger picture, playing a critical role in the ATO’s Outsource Community Improvement Program (OCIP). Many of the applications and tools we have designed are being used by other OCIP vendors to benefit the ATO's operations.

The ChallengeCore disciplines critical to driving high performance in the ATO’s outsource environment include:

• A multi-skilled and highly flexible workforce providing agility, particularly over tax time between July and October

• Delivering insights and customer intelligence - real time identification of customer trends to enable rapid response

• Promoting self-help and digital uptake

• Real-time workforce planning and capacity management

• Performance management – workforce planning tools to measure and manage workloads, and provide accurate forecasts.

ATO also requires regular vendor engagement and collaboration across many stakeholders including outsource management, internal service delivery and external provider stakeholders.



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The Datacom DifferenceDatacom has worked collaboratively with the ATO and other OCIP vendors to deliver various service improvements, particularly in delivering a single source of truth across capacity management, real-time management and performance reporting. We have reduced workload for ATO stakeholders and improved the outsourced real time management performance of the entire operation. By bringing together multiple systems capturing performance data into a single community of practice ‘portal’, there is now an easy to access dashboard for all stakeholders to review and interact on outsource performance.

In response to the ATO’s requirements, Datacom has achieved the following:

• Multi-skilled highly flexible workforce - an immediately scalable and flexible workforce with a highly adaptable casual pool with real-time management and scheduling, rigorous screening procedures, training and talent management.

• Delivering insights and customer intelligence – multiple initiatives included building a customer insights collection tool and business intelligence dashboard, which are being used across all providers to capture data in real time and consolidate it for immediate analysis and communication.

• Promoting self-help and digital uptake – we contributed to an increase in the conversion rate of customers choosing to find out more about the Australian Government’s myGov platform. By undertaking a comprehensive workforce programme our results improved from 50% to 70% of the applicable calls handled. During the initiation of ATO’s voice authentication biometrics, we raised the enrolment conversion rate to 90%+, enrolling over 12,000 callers in the first six weeks of implementation.

• Workforce planning and capacity management – we have developed a range of real-time intra-day performance and forecasting tools to ensure the meeting of workload and call delivery targets and improved forecast accuracy by using historical trend, time to competency and high-performance benchmark analysis. We have achieved a 15 minute interval performance view across multiple ATO sites – with visibility of future performance informing scheduling and planning.

• Performance management – We implemented a Speed to Competency (STC) framework which measures all key performance indicators across all of the work types and channels delivered to the ATO. Results have included reduced costs for training new recruits, improved customer

experience, and reduced operational costs and rates of error/escalation. Our ‘competency funnel’ has been developed further by the ATO outsource business for increased visibility of the capability of the entire workforce.

All of our methodologies and tools are rigorously controlled and data-driven. This ensures all initiatives have measurable impact, and more importantly, are grounded on sound root cause analysis and continuous improvement. Other initiatives developed and/or delivered by Datacom include a Webchat ‘technology and people’ solution.

Results include more than one million customer interactions in FY15, a 30% increase in capacity and capability for Tax Time 2015 compared with 2014 with a multi-skilled, flexible workforce.

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C AS E ST U DY_ I P A U S T R A L I A

Scalable contact centre moves customers online

IP Australia operates within the Department of Industry, Innovation and Science.

The agency receives and processes patent, trademark, design and plant breeders’ rights applications, conducts hearings and decides on disputed matters relating to the granting or refusing of Australian IP rights. They also work with IP offices in other countries, and with international and regional organisations, to enhance Australia's role in developing IP systems and processes around the world.

The ChallengeThe agency needed a more agile and customer centric experience, including the provision of services online.

The Datacom SolutionIP Australia transitioned its contact centre services to us in February 2014. Since this time we’ve delivered IP Australia’s frontline customer experience and provided intelligence to improve support and inform customers on the rights and legislation relating to patents, trademarks, designs and plant breeders’ rights. We also provide the platform for promoting the advantages of the online digital experience across multi-channels. Our contact centre is staffed during business hours in all Australian time zones, and is highly scalable to meet fluctuating demand.

As well as managing contact centre operations, we have extensive experience in the capture and leveraging of data for public sector clients. We’ve particularly focused on delivering ‘actionable insights’ and developing the mechanisms involved to achieve this, with a holistic philosophy on information capture. This ensures that each time a customer makes contact, whatever the channel, their information requirements are noted and recorded. Insight-driven contact centres improve service, call quality, First Contact Resolution (FCR) levels and the ability for customers to self-help.

Insight-driven intelligence, through customer and issue profiling linked to an effective feedback loop via our Voice of the Customer Program, has provided IP Australia with in-depth information, very valuable for service improvement. Recent enhancements to the trademark content of the IP Australia website is a great example of how we can help provide easier access to critical information about the user experience. We have simplified the information regarding trademark fees through the implementation of a fee calculator and the availability of a trademark overview application process. We continue to enable IP Australia’s responsiveness to customer feedback that both captures efficiencies and contributes to improved overall service delivery.

Our partnership with IP Australia is an exciting one, particularly as they work through their key strategic imperatives detailed in the IP Australia Strategic Plan 2015-2018. The continued migration of IP Australia’s online services through digitally enhanced solutions will progressively deliver a more agile and customer centric experience.

The Last Word“It is attractive working in partnership with Datacom as you’ve been a great provider to IP Australia, helping us to better understand our customers.”Robert Bollard, General Manager, IP Australia

IP Australia is an Australian government agency that administers intellectual property (IP) rights and legislation relating to patents, trademarks, designs and plant breeders’ rights.


G OV E R N M E N T _ C O N TA C T C E N T R E S


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Corporate Social ResponsibilityOur commitment to our community

We are committed to being a force for good and contributing to the well-being (and higher achievement) of the communities in which we operate.During the 2015 financial year we contributed NZ$987,951 in financial donations, grants, in-kind and campaign support, and volunteer work. However Corporate Social Responsibility only makes sense to us if our people are actively involved in their local communities. We are also proud that our work is the application of technology to help people do more with less, and that we create sustainable employment for more than 4,000 people.



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Innovation, diversity, creativity and fresh thinking are key attributes to ICT leaders of the future. Combine this with information technology as a core competency of all modern businesses and you have the recipe for a highly productive, added-value knowledge economy.

We've risen to the challenge with several key long-term initiatives to boost progress towards this end goal. The Institute of IT Professionals (IITP) launched a programme in 2009 titled ICT-Connect, now known as TechHub, with the goal of inspiring and educating young people about their future in IT.

The programme is now in its seventh year, and Datacom continues its support as a Premier partner.

This programme has grown to cover New Zealand secondary schools with 185 presenters reaching more than 80,000 high school students. As well as financial support for the programme, we provide our own staff with time to prepare and deliver their in-class presentations, providing a personalised view of why ICT is a worthy career. Since 2013, there have been more than 70 in-class presentations across New Zealand each school term.

This year, another initiative was a pilot competition run in the Wellington region jointly between the Royal Society and IITP called the TechHub CREST Challenge. It involved five Schools, 40 teams, and 166 Year 9 and 10 students. First prize, of $20,000 worth of professional services to complete the winning team’s Android App concept, was awarded to a St Mary’s team called the Pastel Programmers.

Other Datacom-led initiatives include training Digital Technology teachers in specific software languages, building on current ICT curricula in partner schools, supporting staff participation in university industry advisory boards, and providing teachers to conduct after-school classes assisted by some of our software developers.

ICT future leaders – innovative fresh thinkers

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C AS E ST U DY_ X X XC AS E ST U DY_ C O R P O R AT E S O C I A L R E S P O N S I B I L I T Y

Keeping life saving planes in the air

Staying connected to its pilots, doctors and nurses around the clock, 365 days of the year, is vital to the Royal Flying Doctor Service (Queensland). Particularly when they are providing often life saving services over a vast landscape of 1.72 million square kilometres of regional, rural and remote Queensland. With 400 staff operating from 14 locations, the Royal Flying Doctor Service (RFDS) Queensland Section needed a partner who could keep their workforce connected – whether in the air, in an office or on the road.

Our relationship with the Royal Flying Doctor Service (RFDS) Queensland Section began three years ago when we took up the challenge of providing this unique health service with a successful IT solution in a challengingly short timeframe.

RFDS is a long standing and reliable health service provider to both State and Federal governments. However, finding funding for the responsive 24/7 aeromedical emergency service and preventative health programmes delivered to hundreds of rural and remote Australian communities is often challenging. And while recognising the virtues of having a robust IT infrastructure, funds from government and community donations often need to be prioritised for improving and expanding services. We understand these challenges and since partnering with the RFDS, we have helped them implement cost effective IT solutions so they can deliver their services more efficiently.

Today, we provide an extremely cost-effective cloud solution that encompasses a full 24-hour, seven-days-a-week service desk, two on-site staff at RFDS bases in Brisbane and Cairns, and management expertise and support for more than 100 servers.

The RFDS has also aligned its primary systems with the existing Datacom cloud disaster recovery solution to ensure maximum uptime, keeping RFDS Queensland frontline staff in constant contact, whether in the air or on the ground.

The cloud solution has meant the service has been able to avoid a large capital outlay. RFDS staff now enjoy a vastly improved infrastructure without significant additional costs, and further system replacements are no longer required.Datacom’s support for the RFDS now extends beyond its commercial supplier relationship, with our getting behind two important fundraising initiatives. In June 2015, the inaugural Datacom Charity Golf Day was held at Hope Island Links Club on the Gold Coast, and we also signed on as a Platinum Partner for the inaugural RFDS Wings for Life Gala Ball, held in Brisbane in August, donating prizes for fundraising.



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Crankin’ IT for a great cause

CanTeen supports New Zealanders aged 13 to 24 when cancer turns their lives and those of their families upside down. They connect young people with the support they need, from peers and professionals, to take the next step in life.

Activities range from one-to-one support, opportunities to chat with others to share stories and just ‘hang out’, grants, workshops and leadership programmes to help young people with cancer plan for the future.

We’ve supported CanTeen for many years with corporate donations, packing and selling bandannas and most recently through ‘The Crank’ – the only mass participation, RPM fundraising event in New Zealand with up to 2,000 riders participating in Auckland and Wellington.

Two Datacom teams of seven were among the 200 riders in an Auckland event who rode stationary spin cycles from 6am to 6pm for an hour and sometimes two hours at a time. Their brilliant efforts were complemented by a company donation and we were crowned the top fundraiser overall and one of our members the top individual fundraiser.

In another initiative, all money raised from selling old IT equipment to staff goes to supporting CanTeen.

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ThinkUKnow cyber safety

C AS E ST U DY_ C O R P O R AT E S O C I A L R E S P O N S I B I L I T Y

A recent study by Telstra shows that children spend an average of 21.8 hours per week on smartphones. Seventy-three per cent of these young people also claim to use their smartphone in their bedroom, creating new barriers to parental supervision. These statistics highlight how important education is to help computer users ‘be safe, respectful and resilient online’.

ThinkUKnow Australia is a partnership between the Australian Federal Police (AFP), Datacom, Microsoft Australia and the Commonwealth Bank, delivered in conjunction with Neighbourhood Watch Australasia, and State and Territory police. The contents of the programme are refreshed each year to continue delivery of new, topical and accurate information.

We are a lead sponsor of ThinkUKnow Australia, providing behind-the-scenes logistical and technical support and more than 50 skilled volunteer presenters. A key message for parents and carers is to talk, connect and engage with their children, often. Online safety and road safety need to have a similar approach – there isn’t a ‘set and forget’ option that will eliminate the need to ever stop having the conversation.

In 2014/2015 free and evidence-based ThinkUKnow cyber safety presentations were delivered to 6,588 parents, teachers and carers in schools, community groups and organisations across Australia so that they, in turn, can now help keep children and young people safer online. More than 2,000 youth presentations were also delivered in schools in Australia to 190,000 students. The messages are pro-technology, without commercial aspect or bias, and are simply based on the belief that raising awareness of how technology can be used safely and ethically helps create a better, and safer, community.



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98 Datacom Annual Review | 2 0 1 5 - 2 0 1 698 Datacom Annual Review | 2 0 1 5 - 2 0 1 6

Financials

In our 50th year we are pleased to report a 6.3% increase in revenue to NZ$937m against last year’s $881m. This increase maintains the 10-year compound annual growth rate for revenue at a respectable 11.2%. The 2014/15 year has seen the Group scale its investment in growth areas and pursue new market opportunities. The investment of $11.3m in operating costs along with $30m spent on capex reflects our coordinated push for business growth. This strong balance sheet enables us to fund these programmes from internally generated funds.

Our strategic evolution of new products and services concentrates on the development of Datacom intellectual property and vertical market specialisation.

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CONSOLIDATED PARENT COMPANY

2015 2014 2015 2014

$000 $000 $000 $000

CONTINUING OPERATIONS

Sale of goods 320,596 299,062 - -

Rendering of services 610,995 557,134 1,017 937

Other revenue 4,239 4,139 21,175 22,380

REVENUE 935,830 860,335 22,192 23,317

Cost of sales (372,762) (330,714) - -

GROSS PROFIT 563,068 529,621 22,192 23,317

Other income 1,248 19,467 614 1,728

Employee benefits expense (423,126) (390,901) (2,418) (2,308)

Other expenses (101,901) (91,531) (2,699) (1,875)

Finance costs (3,972) (3,421) (939) (774)

Share of profit of an associate - 312 - -

Fair value gain on investment in associate at time of business combination

- 1,125 - -

PROFIT FROM CONTINUING OPERATIONS BEFORE INCOME TAX 35,317 64,672 16,750 20,088

Income tax expenses (10,970) (13,268) 932 317

Profit after tax from continuing operations 24,347 51,404 17,682 20,405

Profit for the year is attributable to:

Equity holders of the parent 23,594 50,819 17,682 20,405

Non-controlling interest 753 585 - -

24,347 51,404 17,682 20,405

STATEMENT OF COMPREHENSIVE INCOMEFor the year ending 31 March 2015


STATEMENT OF COMPREHENSIVE INCOMEFor the year ending 31 March 2015


2015 2014 2015 2014

$000 $000 $000 $000

OTHER COMPREHENSIVE INCOME

Other comprehensive income to be reclassified to profit or loss

in subsequent years

Foreign currency translation gain/(loss) (3,288) (12,361) - -

Income tax effect - - - -

NET OTHER COMPREHENSIVE INCOME TO BE RECLASSIFIED TO PROFIT OR LOSS IN SUBSEQUENT YEARS (3,288) (12,361) - -

Other comprehensive income not to be reclassified to profit or loss

in subsequent years

Revaluation gain/(loss) on land and buildings 12,496 (338) - -

Income tax effect (4,397) - - -

NET OTHER COMPREHENSIVE INCOME NOT TO BE RECLASSIFIED TO PROFIT OR LOSS IN SUBSEQUENT YEARS 8,099 (338) - -

OTHER COMPREHENSIVE INCOME FOR THE YEAR, NET OF TAX 4,811 (12,699) - -

TOTAL COMPREHENSIVE INCOME FOR THE YEAR, NET OF TAX 29,158 38,705 17,682 20,405

Total comprehensive income for the year is attributable to:

Equity holders of the parent 28,195 38,401 17,682 20,405

Non-controlling interest 963 304 - -

29,158 38,705 17,682 20,405

EARNINGS PER SHARE FOR PROFIT ATTRIBUTABLE TO THE ORDINARY EQUITY HOLDERS OF THE PARENT $ $

Basic Earnings per share 3.87 8.35

Diluted Earnings per share 3.69 8.04

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$000 $000 $000 $000

CURRENT ASSETS

Cash and cash equivalents 28,541 34,685 855 484

Trade and other receivables 152,262 143,297 4,445 1,432

Finance lease receivables 1,632 2,171 - -

Current tax assets 311 827 706 1,391

Inventories 7,850 12,330 - -

Derivative financial instruments - - - -

190,596 193,310 6,006 3,307

Assets classified as held for sale - - - -

TOTAL CURRENT ASSETS 190,596 193,310 6,006 3,307

NON-CURRENT ASSETS

Property, plant & equipment 146,438 133,702 23 25

Investment properties - - 5,050 4,186

Other financial assets 608 778 608 770

Investment in subsidiaries - - 29,742 29,234

Investment in associates 4,397 - 4,397 -

Intangible assets 31,734 35,541 43 48

Finance lease receivables 3,159 3,640 - -

Deferred tax assets 6,362 10,435 126 -

Other receivables - - 55,915 59,381


Total non-current assets 192,698 184,096 95,904 93,644

TOTAL ASSETS 383,294 377,406 101,910 96,951

CURRENT LIABILITIES

Trade and other payables 70,699 73,769 1,936 1,035

Interest bearing loans and borrowings 30,069 11,360 11,562 121

Provisions & employee entitlements 53,110 55,595 332 560

Current tax liability 3,503 4,949 - -

Derivative financial instruments 15 - - -

Dividends payable 4,761 6,911 4,761 6,911

Total current liabilities 162,157 152,584 18,591 8,627

TOTAL CURRENT LIABILITIES 162,157 152,584 18,591 8,627

STATEMENT OF FINANCIAL POSITIONAs at 31 March 2015


As at 31 March 2015

STATEMENT OF FINANCIAL POSITION


2015 2014 2015 2014

$000 $000 $000 $000

NON-CURRENT LIABILITIES

Other payables 2,273 2,265 1,717 1,702

Provisions & employee entitlements 5,209 4,681 - -

Deferred tax liabilities 1,350 4,039 - 195


Interest bearing loans and borrowings 41,046 47,860 35,599 34,837

Total non-current liabilities 49,878 58,845 37,316 36,734

TOTAL LIABILITIES 212,035 211,429 55,907 45,361

TOTAL NET ASSETS 171,259 165,977 46,003 51,590

EQUITY

Equity attributable to equity holders of the parent

Issued capital 10,958 10,350 10,958 10,350

Retained earnings 158,413 158,897 34,573 40,989

Other reserves (146) (4,968) 472 251

Parent interests 169,225 164,279 46,003 51,590

Non-controlling interest 2,034 1,698 - -

TOTAL EQUITY 171,259 165,977 46,003 51,590

For and on behalf of the Board, which authorised the issue of the financial statements onC D Boyce Dated: 6 August 2015 B Sutton Dated: 6 August 2015

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Directory

Auckland

Datacom Wellesley Street 101 Wellesley Street, Auckland 1010 PO Box 6041, Auckland 1141 Ph: +64 9 356 2490

Datacom Federal Street 210 Federal Street, Auckland 1010 PO Box 6041, Auckland 1141 Ph: +64 9 303 1489 Fax: +64 9 308 4369

Datacom Greys Avenue Level 2 & 3, 48 Greys Avenue Auckland 1010 PO Box 173, Auckland 1141 Ph: +64 9 366 1150

Datacom Vincent Street 106 Vincent Street, Auckland 1010 PO Box 6041, Auckland 1141 Ph: +64 9 303 1489

Waikato

Datacom Hamilton 115 Rostrevor Street, Hamilton 3204 PO Box 9144, Hamilton 3240 Ph: +64 7 839 1318

Hawke's Bay

Datacom Napier 143 Dalton Street, Napier 4110 PO Box 583, Napier 4140 Ph: +64 6 835 0793

Bay of Plenty

Datacom Rotorua 1231 Ranolf Street Rotorua 3010 Ph: +64 7 347 0897

Datacom Mt Maunganui 15 Totara Street, Mt Maunganui Tauranga 3116 Ph: +64 7 578 2810

Datacom Tauranga Level 1, 115 The Strand Tauranga 3110 Ph: +64 7 577 9646

Wellington

Datacom Abel Smith Street Level 1, 84 Abel Smith Street, Wellington 6011 PO Box 9135, Wellington 6141 Ph: +64 4 385 9012

Datacom Jervois Quay 68 Jervois Quay, Wellington 6011 PO Box 6376, Wellington 6141 Ph: +64 4 460 1500 Fax: +64 4 460 1511

South Island

Datacom Christchurch 67 & 70 Gloucester Street, Christchurch 8013 PO Box 13510, Christchurch 8141 Primary Ph: +64 3 379 7775

Datacom Dunedin Level C1, Meridian Mall 267 George Street, Dunedin 9016 Ph: +64 3 474 0931

Datacom Nelson 31 Bullen Street Tahunanui 7011 Ph: +64 3 546 5558

Datacom Invercargill WHK House, 173 Spey Street Invercargill 9810 Ph: +64 3 474 0931

NEW ZEALAND


AUSTRALIA

Datacom Sydney 1 Julius Avenue North Ryde, NSW 2113 Ph: +61 2 8875 3500

Datacom Brisbane Riverside Corporate Park Level 1, 25 Donkin Street South Brisbane, QLD 4101 Ph: +61 7 3842 8888

Datacom Townsville Unit 3, 264-278 Woolcock Street Townsville City, QLD 4812 Ph: +61 7 4728 7800

Datacom Gold Coast Level 2, 146 Bundall Road Gold Coast, QLD 4217 Ph: +61 7 3842 8888

Datacom Canberra Level 1, 212 Northbourne Avenue Braddon, ACT 2612 Ph: +61 2 6112 0200

Datacom Melbourne 190 City Road South Melbourne, VIC 3205 Ph: +61 3 9626 9600

Datacom Melbourne Cremorne 101 Cremorne Street Cremorne, VIC 3121 Ph: +61 3 9907 9700

Datacom Adelaide 24 Crittenden Road Findon, SA 5023 Ph: +61 8 7221 7900

Datacom Perth Level 2, 184 Adelaide Terrace East Perth, WA 6004 Ph: +61 8 6466 6888

ASIA

Datacom Kuala Lumpur, Malaysia Level 2, 1 Tech Park, Jalan Tanjung Bandar Utama, 47800, Petaling Jaya Ph: +60 3 7721 1000

Datacom Manila, Philippines Level 23F, IBM Plaza 8 Eastwood Avenue, Eastwood City Cyberpark E Rodriguez Jr. Avenue (C-5) Bagumbayan Quezon City Ph: +63 2 802 6600

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Our ExecutiveDatacom’s Board of Directors and Executives

Datacom Board of DirectorsCraig Boyce (Chairman) Simon Holdsworth (Deputy Chairman) John HoldsworthAllan HawkeCarolyn SteeleBrett Sutton Jonathan LaddSecretary: Robin Keall

Datacom Group ExecutiveAmanda Goddard, Group CFOErica Lloyd, Group Communications DirectorGlenn Scown, Director, Systems AustraliaGreg Davidson, CEO New ZealandJonathan Ladd, Group CEOJonathan Usher, Managing Director, SolutionsKirsty Hunter, Managing Director, Connect and AsiaMark McWilliams, Director, InvestmentsMark Muru, Director, Systems WellingtonMike Askew, Director, Australia & New ZealandRobin Keall, Company Secretary Vernon Kay, Director, Systems Auckland

Datacom Senior Leadership TeamAdrian Sparrow, Group Risk & Assurance ManagerAlastair Turrell, Director, Wellington Software & IntegrationAlexandra Coates, Director, VICAndrew Goodwin, Director, Systems AsiaClark Hobson, Vice-President North AmericaDarren Williams, Director, Systems SADavid Duffy, Associate Director, Waikato & Bay of PlentyKevin Murphy, Director, PaySystemsLisa Thorburn, Director, Systems ACT Mark Hilton, Director, Systems NSWNanda Kumar, CFO Australia/AsiaPeter Mahoney, Director, South Island New ZealandRichard Byfield, Director, Datacom Technical Security Services Scott Bennett, Director, Software AustraliaScott Green, Director, Systems VICScott Wilson, Director, Datacom Business ServicesSelina Omundsen, CFO, New ZealandStacey Tomasoni, Director, Connect AustraliaTom Jacob, Director, Data Centres New Zealand

Board of Directors


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Customers

For 50 years we are proud to have partnered with many successful organisations...


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...including these ones. We look forward to the next 50 years.

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