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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