Case Studies

Situation: An internal management review within one of NZ government medium sized State Owned Enterprise (SOE) with 750+ employees spread across 100+ sites determined that they were facing a number of IT infrastructure and operations performance and delivery shortfalls, the key items of which were as follows.

• An outdated, out of warranty and unreliable on-premise data centre,
• A backlog of IT support tickets spanning up to 24 months,
• Excessive applications and technology vendors,
• Outdated cybersecurity measures, putting some of its data and services at risk,
• A struggling IT team,
• A lack of strategic direction and cost focus.

External assistance: Understanding that the organisation did not have the expertise inhouse, the SOE went to market through open RFP to source a consultant to lead the development of a roadmap to improved IT function and performance.

NineDots appointment: NineDots was successful in their bid and was appointed to lead the development of an Information Technology Improvement Roadmap.

Identification of Issues: Using the NineDots tried and proven strategic review methodology, we quickly identified the key underlying causes leading to the identified IT challenges.

Solution Implementation: NineDots collaborated closely with the SOE’s IT and senior management teams to develop and implement a strategic roadmap aimed at addressing these challenges.

The roadmap included several key initiatives:

1. Cloud Migration: NineDots facilitated the seamless migration of on-premise computer and storage facilities to the cloud, eliminating regular outages and reducing the risk of data loss. Due to the urgent nature of the need to migrate the team moved 110 servers into the cloud in a period of 6 weeks.
2. Security Enhancement: NineDots led a security improvement scope work which amongst other things delivered the following
   • Implementation of multifactor authentication (MFA).
   • Application of server patches to bring all servers fully up-to-date with software updates and patches.
   • Establishment of Security Information and Event Management (SIEM) and partnering with a specialist security vendor for Security Operations Centre (SOC) services.
   • Appointment of a virtual Chief Information Security Officer (CISO).
   • Development and initiation of an ongoing security improvement plan.
   • Establishment of a governance forum to manage theb ongoing security roadmap enhancements.
3. Cost Management: Utilising NineDots’ Cost Management Tool, a comprehensive ICT cost management plan was established. This included empowering business units to reduce ICT costs, optimise server usage, and implement policies to control application purchases.
4. Organisational Restructuring: NineDots assisted in retraining and restructuring the IT team to better support the new environment. Selected services were outsourced, with careful consideration given to avoiding being overshadowed by larger vendors.

Results: The implementation of these initiatives, along with over 25 other roadmap elements, transformed the SOE’s IT landscape. The IT infrastructure and operations were significantly improved, with IT now recognised as an asset within the organisation. The IT transformation became an integral part of their annual business plan, paving the way for continued success and growth.

• Business Context: Our client, a prominent academic institution, faced the necessity of updating their network infrastructure within a constrained budget for the fiscal year 2023/24. Essential for supporting a large volume of students and faculty, their existing network infrastructure was due for an overhaul to boost efficiency and data security.
• Challenge: The university’s current network setup was nearing end-of-life, exposing the institution to potential system failures and security vulnerabilities. Additionally, the network equipment from a supplier potentially compromised by international sanctions posed a risk. The existing project documentation including the Request for Information (RFI), Business Case, and Request for Proposal (RFP) lacked depth and failed to encourage innovative solutions or address foreseeable reductions in the campus’s physical footprint, overlooking potential cost-saving opportunities.
• Solution: NineDots stepped in to strategically realign the network refresh project:

1. 1. Focused Core Network Replacement: Instead of a broad network overhaul, we recommended replacing only the core network segments that were most at risk, ensuring stability and support into the future. This approach aimed to retain existing yet functioning components, reducing immediate financial outlay.
   2. Redesigning Project Documentation: By revising the Business Case and the RFP, we shifted the project’s focus towards not only replacing aging infrastructure but also encouraging innovative solutions like Secure Access Service Edge (SASE) and Zero Trust Network Access (ZTNA), which could enhance security and operational efficiency.
   3. Deferred Replacement of Peripheral Infrastructure: We advised postponing the replacement of building-specific network equipment to the next fiscal year, aligning this expenditure with planned reductions in building space which allowed for further financial optimizations.

• Benefits: The strategic recommendations provided by NineDots led to significant benefits:

1. 1. Reduced Costs: Initial project estimations were substantially lowered, from potentially over $10 million to about $7 million for the 2023/24 fiscal year due to focusing on core replacements and delaying other expenditures.
   2. Enhanced Security: By moving away from suppliers not trusted by the “Five Eyes” nations and integrating advanced network security technologies, the network’s integrity and compliance with international security standards were enhanced.
   3. Optimized Resource Management: The university could leverage existing resources more effectively, using salvaged equipment as spares and aligning network capacity with actual space utilization.
   4. Future-Proofing: The revised project scope and updated RFP ensured that the network refresh would meet both current and future needs, considering the evolving trends in educational technology and campus use.

• Conclusion: Through a detailed assessment and strategic redirection of the network refresh project, NineDots enabled our client to navigate complex challenges, ensuring a balance between modernization, security, and cost-efficiency. The university is now positioned to achieve a state-of-the-art network system that aligns with their operational goals and budgetary constraints, setting a standard for future IT infrastructure projects in the academic sector.

• Business Context: Our client, a large educational institution, faced significant challenges with its outdated IT infrastructure, which was adversely affecting operational efficiency and escalating maintenance costs. Tasked with delivering high-quality educational services to a vast number of users, the institution recognised the need for a robust, scalable, and cost-efficient IT framework to meet growing demands and ensure sustainability.
• Challenge: The institution’s IT infrastructure was fragmented and overextended, leading to inflated operational costs and diminished service quality. The network faced imminent obsolescence with critical hardware nearing the end of its support lifecycle. Additionally, there was an urgent requirement to align the IT operations with stringent data security and compliance standards. Compounding these issues, the institution had an excessive staff count in IT support roles due to inefficient processes and outdated technology usage.
• Solution: NineDots devised a comprehensive strategy to transform the client’s IT infrastructure and operational frameworks:

1. 1. Hybrid Cloud Implementation: We proposed a transition to a hybrid cloud model, incorporating local and cloud data centres along with SaaS and PaaS platforms. This approach was designed to optimise data storage, backup, and disaster recovery processes.
   2. Operational Rightsizing: We initiated a rightsizing of the IT department, merging several teams to eliminate redundancies and streamline workflows. This restructure was aimed at reducing the full-time employee count drastically while maintaining operational integrity and service quality.
   3. Development Servers Migration: The migration of active development servers to a Platform as a Service (PaaS) model was recommended to reduce the resources required for maintenance and to simplify overall IT management.
   4. Centralised Relationship Management and Ownership: A shift to a centralised relationship management model was advised, consolidating support and enhancing business alignment. Additionally, we suggested assigning ownership roles for every application and IT service to improve accountability and effectiveness.

• Benefits: The recommended strategies delivered various compelling benefits:
  • Cost Reductions: The hybrid cloud approach and operational rightsizing resulted in significant cost savings estimated at approximately $1.3 million in the first year, with expected ongoing annual savings of $1.5 million.
  • Enhanced Efficiency: Streamlining operations and merging IT teams reduced complexity and improved response times, enhancing overall user satisfaction.
  • Improved Security and Compliance: Transitioning to reputable SaaS/PaaS providers and updating IT policies aligned with current data protection standards, mitigating risks associated with data breaches and non-compliance penalties.
  •  Future Readiness: The adoption of cloud technologies and a modern IT governance approach prepared the institution for scalable growth and integration of future technologies.
• Conclusion: NineDots’ engagement with the educational institution refocussed its IT landscape, propelling it towards a future-ready posture that aligns with its strategic objectives. By embracing innovative technologies and restructuring its IT operations, the client is now well-positioned to achieve sustainable growth, enhanced security, and operational excellence. This case exemplifies how strategic IT restructuring and modernization can lead to significant improvements in efficiency, cost management, and service delivery in the educational sector.

• Business Context: The government department, responsible for managing an extensive array of digital assets, including secure documents and official records, faced operational inefficiencies with their existing network drive storage solutions. These inefficiencies included issues around data security, version control, and efficient retrieval, which significantly hampered day-to-day operations and compliance with legislative requirements.
• Challenge: The primary challenge was the integration of a robust Electronic Document and Records Management System (EDRMS) with SharePoint to replace the existing inadequate storage solutions. This needed to address several critical points:
  • – Compliance Needs: Strict adherence to legislative and governance requirements was becoming increasingly challenging with the existing systems.
  • – Operational Efficiency: The department’s productivity was impeded by archaic file-retrieval processes and poor version control.
  • – Cost Concerns: Significant resources were allocated to maintain physical storage facilities for hardcopy files.
• Solution: NineDots was appointed to spearhead the transition towards a SharePoint-integrated EDRMS. The solution involved several strategic phases:

1. 1. Assessment and Planning: A thorough examination of the existing network drives was performed to pinpoint critical documents. A transition plan was mapped out, detailing scope, resources, and timelines.
   2. Active Directory and Security Revamp: Adjustments to the Active Directory structure and security settings ensured compatibility with the new EDRMS setup and enhanced data security through role-based access controls.
   3. Implementation and Integration of EDRMS: Deployment of the new system was followed by extensive integration efforts with SharePoint for seamless operations across departments.
   4. Training and Roll-out: Comprehensive training sessions were conducted to acquaint staff with the new system, focusing on best practices and security protocols.
   5. Use of Robotic Process Automation (RPA): RPA bots were deployed to automate mundane tasks like data migration and document classification, significantly speeding up the transition process.

• Benefits: The implementation of the EDRMS with SharePoint integration brought about substantial benefits:
  • – Enhanced Productivity: The new system streamlined workflows, significantly reducing time spent on document management and data retrieval.
  • – Improved Compliance and Security: The advanced features of the EDRMS, combined with accurate SharePoint integration, ensured higher adherence to compliance protocols and improved data security.
  • – Cost Efficiency: Phasing out physical storage and reducing reliance on manual processes resulted in considerable cost savings and better resource allocation.
  • – Scalability and Future Readiness: The new system is robust, allowing for future expansion and adaptability to evolving technological and compliance requirements.
• Conclusion: The strategic approach adopted by NineDots in implementing the EDRMS within the government department transitioned them from an outdated system to an advanced, integrated digital environment. This transition not only enhanced operational efficiencies and security but also set up the department for scalable future growth, reinforcing the value of strategic digital transformation in public sector operations. This case study underscores NineDots’ capability in delivering high-impact technological transformations within complex organisational frameworks.

• Business Context: A leading charitable organisation, dedicated to providing essential services to vulnerable groups, faced significant challenges with its Information and Communication Technology (ICT) systems. The organisation’s existing ICT infrastructure was fragmented and unreliable, causing inefficiencies, frustrations, and hindering their mission-critical operations. This resulted in decreased confidence in the ICT team’s ability to be an effective business enabler.
• Challenge: The primary challenges faced by the organisation included:
  • Systemic underinvestment: Long-term lack of investment had left the ICT infrastructure outdated and inefficient.
  • Lack of standardisation: Each department had developed its own solutions over the years, leading to a complex and disjointed ICT environment.
  • Inadequate support and expertise: The internal ICT team lacked the necessary skills to manage the increasingly complex infrastructure needs effectively.
  • Operational inefficiencies: Frequent system downtimes and inefficiencies significantly disrupted essential services, affecting overall organisational performance.
• Solution: After a strategic review conducted by NineDots, it was determined that a combination of outsourcing and cloud sourcing could address the challenges effectively. The adopted strategy included:

1. 1. Assessment of Current ICT Operations: A comprehensive audit of the existing systems and capabilities was conducted to pinpoint critical pain points.
   2. Strategy for Outsourcing/Cloud Sourcing: It was decided to outsource the management of mission-critical systems and migrate several key services to the cloud, including email (Exchange to Office 365) and core databases.
   3. Selection of Vendors: A competitive RFP (Request for Proposals) process was undertaken to select vendors that could offer the required expertise and services at competitive rates.
   4. Implementation Plan: Detailed planning ensured minimal disruption during the transition phase. Key steps included vendor selection, transition of services, and extensive testing before going live.
   5. Training and Support: Post-implementation, staff received training on the new systems, and ongoing support was arranged with the selected vendors to resolve any emerging issues promptly.

• Benefits: The decision to outsource and cloud source key ICT services brought about significant benefits to the organisation:
  • Enhanced Reliability and Efficiency: With expert external vendors managing mission-critical systems, system reliability and organisational efficiencies improved markedly.
  • Cost-Effectiveness: Economies of scale achieved by the vendors allowed for cost reductions while gaining access to higher-quality resources and technologies.
  • Modernised Infrastructure: Migration to cloud-based services ensured that the organisation stayed modern with updated technologies, which are easier to maintain and scale as needs grow.
  •  Strategic Focus for Internal Teams: Relieving the internal team from day-to-day firefighting allowed them to focus on strategic ICT initiatives that support the organisation’s primary mission.
• Conclusion: The strategic move to outsource and cloud source the ICT infrastructure revolutionised the operational capabilities of this leading charitable organisation. By partnering with NineDots, they have not only modernised their technological capabilities but also ensured that their ICT systems are no longer a hindrance but a robust enabler of their critical work. This transformation stands as a testament to the power of strategic ICT management in amplifying the impact of nonprofit missions.