Benchmark Awards 2019 Finalists: UnitingCare Queensland Transform Program

UnitingCare Queensland has undergone a broad transformation of its IT ecosystem and management, consolidating four distinct functions into one group and eschewing legacy systems in favour of managed services.

The overhaul was driven by a need to reduce overhead costs while also improving the service delivery model of back-office functions in an incredibly competitive marketplace with limited funding streams.

Amalgamating IT functions was the first step of the Transform Program, resulting in the creation of the Digital and Technology (D&T) organisation.

D&T then set about replacing the company’s legacy technology infrastructure and support model with a more contemporary managed services partner model.

Each vendor considered throughout this phase of the Transform Program had to be investigated not just from a tech angle, but also on an ethics basis due to UnitingCare’s relationship with the Uniting Church.

Wipro was eventually selected to improve UnitingCare’s capability and capacity over a five-year period, embedding data-driven solutions to enhance customers’ experiences at the not-for-profit’s facilities.

The resulting arrangement has reduced internal labour within UnitingCare, and also lowered service delivery costs.

In FY19 the savings are estimated to only come to around $300,000. However, by year 3 of the agreement savings are expected to reach $4.3 million.

Additionally, Transform Program has shifted operational delivery risks away from the organisation, while also freeing up D&T in-house resources to focus on value-add projects and “customer intimacy”.

UnitingCare Queensland employs 17,000 staff and has over 9,000 volunteers helping to support 458,000 people across the state.

This project has been named a finalist in the Health category of the iTnews Benchmark Awards 2018/19.