Meet Our Clients

Collaborative efforts with some of our recent clients

The Australian Trade and Investment Commission

Austrade faced unprecedented challenges due to the COVID-19 pandemic, requiring a rapid expansion of services to support Australia’s economy. This included tasks like collaborating with the Australian Defence Force on logistics for essential medical shipments and finding new markets for primary producers affected by trade tensions. With such an expanded scope, Austrade needed an integrated approach to manage these new demands efficiently.

Utilis was engaged for a 12-month project as part of Austrade’s Digital Uplift program to create a unified methodology connecting the Executive Leadership Team (ELT) Program Office, Digital Initiatives Branch, and ICT Operations. The goal was to ensure that federal policy could be translated into public-facing services, supported digitally.

Key Achievements:

Developed a Digital and ICT engagement strategy blending Agile software development and ITIL-based delivery.

Designed end-to-end processes from project initiation to service transition, including new artefacts, meetings, and training materials.

Deployed a new "front door" ICT engagement process, improving quality and stakeholder engagement.

Created enterprise architecture catalogues, providing an 8-year strategic view of systems and assets.

Operationalized an Azure-based cost, performance, and security monitoring platform with democratized access.

Baidam Solutions

Baidam, Australia’s leading Indigenous ICT security services provider, sought to expand into professional services to create more opportunities for Indigenous Australians in technology. In 2021, Baidam engaged Utilis to build their internal capability for delivering professional services, particularly in penetration testing.

Utilis focused on developing service offerings, designing business processes, and ensuring a smooth rollout of these new capabilities.

Key Achievements:

Developed three penetration testing service offerings (small, medium, and large), with detailed customer-facing descriptions and pricing.

Created internal process flows, solutioning templates, and cost models.

Led an internal launch workshop and provided a three-month caretaker function to ensure successful service implementation.

Darling Downs Hospital and Health Service

With a workforce of 6,499 across 23 healthcare facilities, Darling Downs Hospital and Health Service (DDHHS) faced a complex challenge in managing ICT assets. Tracking hardware and software used by visiting specialists across remote locations and ensuring that taxpayers’ dollars were not wasted on unused services was a key priority.

Utilis was engaged under an innovative fee-for-savings model to analyze the hospital’s asset management processes. By identifying services and assets that were no longer in use, Utilis helped DDHHS save costs while improving asset tracking.

Key Achievements:

Halved monthly print management costs.

Developed enterprise architecture asset and risk views to better manage and reduce unnecessary ICT spend.

Rest Superannuation

Rest Superannuation, one of Australia’s leading fund managers, manages $74.8 billion for 1.96 million members. In the midst of a $40 million transformative program, Rest needed to ensure its ICT strategy aligned with its corporate mission of "Making Super Simple" while staying ahead of the market.

Utilis was engaged to conduct structured workshops across the enterprise, from the board of directors to operational subject matter experts, to align ICT strategy with corporate goals. Utilis' efforts resulted in a strategic roadmap that supports decision-making for the next three years.

Key Achievements:

Conducted workshops across all levels of the organization to gather insights.

Aligned ICT strategy with organizational drivers for change, ensuring it matched appetite, capability, and capacity for change.

Delivered the strategy on time and within budget, ratified by Rest’s CEO.

CITEC

CITEC, a Queensland Government department providing managed ICT services to other agencies, faced internal and external pressure to demonstrate value for money. Government departments wanted to know if they were getting the right value from CITEC’s services, while CITEC leadership questioned whether they were pricing their services too high or too low compared to other ICT service providers.

Utilis was engaged to analyze CITEC’s 25 service streams, evaluating service maturity, staff capability, customer satisfaction, and market competitiveness. This analysis helped CITEC determine which services to keep, discard, or improve, ensuring they provided value to their clients.

Key Achievements:

Delivered a framework to assess service quality, cost efficiency, and market alignment.

Provided clear recommendations to leadership on optimizing the service portfolio.

Completed the project in 60% of the allocated time and budget.