The Australian subsidiary of Unisys Corporation has signed a contract with the Australian Department of Immigration and Citizenship (DIAC) to provide managed end-user computing services and infrastructure support services.
Under the contract, awarded following an open tender process, Unisys will continue to provide managed service desk and end-user computing services to DIAC through June 2018. The contract includes an expanded scope to provide infrastructure support for the department's midrange equipment and storage. The contract value is estimated at approximately AUD $104.1 million (USD $109 million) over the five-year term.
"We continue to provide high levels of service and support to DIAC staff to allow them to focus on their mission of managing people migrating to Australia, promoting Australian citizenship, protecting and supporting refugees and helping to secure our nation's borders," said Scott Whyman, vice president and general manager, Global Managed Services Asia Pacific for Unisys.
In the last two years the department's IT needs have evolved due to increased mobility in the workplace, the need to share data securely, and whole-of-government procurement initiatives. In response, DIAC and Unisys have worked closely to deliver a number of significant programs, including:
- Consolidation of the department's five data centers into two.
- Procurement of more than 7,000 end user devices.
- Roll-out of the Microsoft Windows 7 environment to all end users.
- Design and implementation of security measures to enable secure emailing, editing and storage of material with a Protected level security classification.
Unisys currently provides services for more than 8,000 DIAC staff nationally, as well as staff in more than 60 locations overseas, handling approximately 25,000 calls per month. Prior to Unisys operating the service desk, there was no single point of contact for IT-related issues. Unisys has now increased the proportion of first-call resolutions by the service desk, improving customer satisfaction and effectiveness. Unisys has also helped the department improve web site performance and reduce spam email.
"We are delighted to continue working with DIAC, having provided end-user computing services to the department since 2007," said Ron Frankenfield, president, Unisys Global Managed Services. "This engagement is just one example of Unisys' experience and expertise to help government departments and agencies use commercial technology to efficiently deliver services to their citizens."