Unisys contract extended by audit office for third time

Peter Dinham
Tuesday, 14 April 2009 19:44

Business IT - Technology

Unisys has won yet another extension to its outsourcing contract with the Australian National Audit Office (ANAO). .

The ANAO has extended its 12-year outsourcing relationship with Unisys Australia for a further five years following a competitive bid. It’s the third contract awarded to Unisys since 1997, with the new contract aligned to the Information Technology Infrastructure Library (ITIL) set of practices and policies for IT service management, and designed to improve both service delivery efficiency and quality.

Gary Pettigrove, CIO for the ANAO, said today that under the five-year contract, Unisys will continue to provide the federal auditing agency with desktop and infrastructure support, LAN and security administration, desktop asset management and change control support.
 
Pettigrove said Unisys also takes on the newly defined role of multisourcing services integrator to strengthen collaboration and effective working relationships between all ANAO internal and external service providers.

“ANAO’s relationship with Unisys spans more than a decade, and to date, an outsourced model for IT services has proven successful by enabling us to not only reduce costs but also deliver efficiencies in our provision of audit services to some 300 government bodies.”

According to Pettigrove, ANAO has worked with Unisys, in this latest contract extension, “to raise the bar even further, using the ITIL framework to centralise and align our workflow processes and systems to reduce cycle time and improve efficiency.”

Pettigrove says ANAO manages multiple IT service delivery providers to deliver comprehensive IT services, and in its role of multisourcing service integrator, Unisys would use its “unique joint responsibility matrix tool to define and document the roles and responsibilities of each service provider, including ANAO’s internal IT teams, to deliver the IT service catalogue.

“This tool will be combined with other facets of the Unisys 3D blueprinting for outsourcing approach to drive accountability between the various service providers as well as help develop extended collaboration and effective working relationships between all ANAO IT service stakeholders.” 

Tony Henshaw, Asia Pacific vice president, global outsourcing and infrastructure services at Unisys says “open and honest communication between all IT service providers is essential to provide an effective end-to-end service and encourage a shared focus to deliver the right business outcomes for ANAO.”

Henshaw also said that Unisys would use a fully integrated suite of IT service management tools to streamline service management for ANAO by enabling end-to-end integration across service desk, incident, problem, change, configuration, capacity and system management.
 
“Our approach focuses on further improving the overall end user experience for ANAO staff by delivering increased levels of ’first call fix’ at the service desk,” Henshaw added