The Australian National Audit Office has issued Unisys with a new three-and-half year contract to support a mobile workforce which serves 300 government agencies.
The contract extends Unisys Australia's 16-year managed-services relationship with ANAO. The new services Unisys will provide under the contract include extended service desk hours to accommodate the agency's increasingly mobile workforce and help ANAO workers through high-intensity periods, such as the end of the financial year.
Under the contract, it will continue to provide the federal auditing agency with desktop and infrastructure support; local area network and security administration; desktop asset management; and services such as change, problem and incident management.
It will also continue to manage collaboration and effective working relationships between all ANAO internal and external service providers in the role of Multisourcing Services Integrator. Since 2009, Unisys has used Information Technology Infrastructure Library (ITIL) practices and policies as part of a program to improve quality and efficiency of service delivered to ANAO.
Australian National Audit Office chief information officer, Gary Pettigrove, said engaging Unisys had enabled it to continually reduce costs in a tough economy and deliver audit services more efficiently to some 300 government bodies.
"Using the ITIL framework to centralise and align our workflow processes and systems has helped create a more efficient organisation and increased end-user satisfaction," he said. According to a company statement, ANAO has embraced mobile technologies so that auditors, who are often required to be on-site at various government agencies, can work more effectively away from the office.
Unisys worked with ANAO to develop a mobility support service for iPhone, Android and Blackberry devices providing authorised personnel with secure remote access to protected ANAO data.
Unisys vice president and general manager, global managed services APAC, Scott Whyman, said he was delighted to continue working with ANAO.
"By increasing the proportion of user issues resolved at the first call to our service desk, we can improve the user experience while reducing ICT support costs," he said.