Embracing technology to improve customer experience

Manningham Council proudly delivers over 100 different services to a vibrant and diverse community of 120,000 people, based in Melbourne’s eastern suburbs. Manningham is embracing new technology, improving customers’ experiences and is committed to enhancing its digital options and capabilities.


Planning the transformation program

As part of this commitment, Manningham is delivering a series of transformation projects. This transformation program includes a new customer relationship management (CRM) system, a telephony upgrade, improved records management and an award-winning self-service online planning application system.

Manningham Director of Shared Services, Philip Lee, said “Improving digital capabilities is one important way the Council is working towards enhancing customer experience. We are keen to provide an omni-channel presence, including more online self-service options for our customers and residents, and we are working on some significant projects to achieve this.”

To successfully deliver these initiatives, Manningham needed to refresh and upgrade its network to support the additional workload.

To support the planned initiatives, the network needed to be modular in design, deliver gigabit and power over ethernet to the desktop and take advantage of the existing onsite fibre infrastructure. The solution had to be resilient and easy to manage. It was also important to retain and integrate any existing core infrastructure that was fit for purpose into the new platform.


A hybrid solution

Allcom Networks proposed a hybrid solution to upgrade and retain the Cisco core network and integrate a Cisco Meraki access layer. This approach provided Manningham with a best of breed network, leveraging existing infrastructure and introducing a cloud management layer.

As part of the project, Allcom undertook a network discovery phase to audit the existing network landscape and create a baseline for the network design.

To provide Manningham Council’s IT team with full visibility of the refreshed network, Allcom Managed Services (AMS) was engaged to deliver a real time monitoring dashboard with alarm and threshold notifications.


Building strong foundations

The project was rolled out in record time, with no interruption to services during business hours. Once the new network was in place, the Allcom Managed Services (AMS) layer was deployed, providing the IT team full visibility down to a port and application level.

The upgrade has significantly improved Manningham’s network throughput and operations. It has consolidated their network outlet points, reducing them by 40 per cent, enhancing its video conferencing, Geographic Information Systems, and 3D modelling capabilities.

There has also been a 10-fold increase in the bandwidth available to Manningham’s computers across the network, resulting in performance (speed) improvements. The new network management tools allow staff to better monitor and manage the network, including application use and available bandwidth.

The modular design of the network means that Manningham has been able to seamlessly integrate other parts of the planned transformation initiatives.

“The upgrade and improvements to our network have also had a flow on effect to the way we can work better together. It has enabled superior throughput and speed allowing us to improve our opinions for video conferencing, 3D modelling, and telephony as we continue to adapt and become a more dynamic and responsive organisation,” Mr Lee said.

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