Business Issue and Background
Governed by an independent Board of Directors and formed to deliver insurance and care schemes for a state government. The consolidation of four schemes (lines of business) into a single insurance operator created a need to create a unified IT environment that provided its users an appropriate digital workplace environment with the ability to work from anywhere, on any device and at anytime; productivity was a key driver.
The project needed to deliver on a “business as usual”promise to the staff. As the restructuring of the organisation occurred it became a catalyst for a new world of work approach and the IT framework that underpinned this was critical.
What was delivered
O365 Migration – one suite, superior collaboration
The migration included more than 1500 users. As part of the process, compatibility assessments ensured a seamless experience for end users upgrading their desktop versions of the suite. The process was automated for end users to limit the impact.
SharePoint, OneDrive, Yammer, “Hugo” Intranet migration
Migrating the legacy data for required meticulous planning. Terra-bytes of data needed to be cleaned and catalogued to ensure that users could be redirected to the new locations of files they needed to complete their workloads.
In addition a like-for-like outcome was required for the new intranet that would effectively migrate nearly 2000 sites, 56GB of data and more than 1000 workflows. All of this within an updated branded and design to meet the needs of our client.
Establishing an Azure Active Directory foundational layer was paramount to ensuring the best end user experience at the completion of the project.
Skype for Business Online and Enghouse Interactive Contact Centre
The client selected Skype for Business as the unified communications technology of choice. In addition Ensyst recommended and later deployed Enghouse Interactive Contact Centre to add Automatic Call Distribution, Interactive Voice response and call recording functionality. The EICC Queue Management solution complements and future proofs the end to end Skype for Business solution.
The solution was also deployed in an AWS cloud environment as was mandated by the client. Ensyst was uniquely qualified in this regard having previously carried out similar deployments at client request.
Critical to the success of the project was the ability for Ensyst to display a program of change management. Key to this is that change management needed to go beyond simply training staff. It went beyond providing how to videos and help documents.
A program was created that assessed the psychological readiness of the organisation and delivered communications tools that allowed them to not only equip the users with knowledge, but would provide them with motivation to help make the change stick. With key influences and champions included, communications plans and necessary resources, Ensyst helped our client develop a change management approach that ensured maximum value was returned from the IT investment.