Case Study

Australian Federal Agency: Cloud Operating Model

Uplifting Cloud capabilities to transform the ability of a federal agency to quickly meet the needs of government.

At a Glance

DigiRen helped a federal agency evolve its cloud platform from a tactical solution into a consumer-focused Cloud Operating Model. By improving user experience, redesigning the operating model, and securing commercial funding, the agency achieved 20x faster deployments, a 90% reduction in engineering load, and released four new products—transforming its ability to rapidly meet government needs.

Yes
Senior leadership buy-in to the transformation.
Yes
Cloud Operating Model, designed for consumers.
Yes
Commercial funding secured.

Challenge

The client has a strong track record for identifying use cases that benefit from the scale and agility that hyperscale Cloud providers such as Amazon Web Services (AWS) offer.

The client had rapidly built new services on AWS in response to urgent government demand. This experience demonstrated how Cloud capabilities could transform the agency's ability to meet government needs; however the services were built largely in the same manner as existing IT services. It was recognised that if the agency wanted to have these new capabilities replace existing on-premise capabilities, the cloud platform would need to evolve from the initial, tactical approach to deliver enhanced consumer experience and delivery.

The Challenge for DigiRen

To help the agency evolve the platform to deliver the scale and agility required to meet its customer demands.

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Approach

  1. An understanding of the ‘Consumer Experience’ by tracking user interactions across the end-to-end journey. Key to this approach is the ‘Crossing the Chasm’ product development model, which seeks to understand sections of the potential user base their requirements and expectations. A range of consumer-centric improvements were proposed such as improved knowledge management, self-service capabilities and data import capabilities.
  2. A review of the Operating Model to understand what constraints it placed on the development and consumption of the platform. The agency operates in a traditional manner, constraining the ability to scale. DigiRen provided guidance for new structures, roles and workflows, in particular, a range of business management functions (‘Cloud Business Office’) for the platform so it could evolve to a more responsive and consumer-focused state.
  3. A Commercial Proposal where these recommendations were translated into a request for funding, including the costing and documentation for the requested investment.

Outcomes

Senior leadership buy-in to the transformation.

A responsive Cloud Operating Model, designed for consumers.

Approval of commercial funding.

x20
Faster Deployments
90%
Less Engineering Load
4 new
Products Released
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