Project Background
Melbourne’s public transport system relies on an extensive statewide network of voice and data communications systems that require 24/7 support and maintenance. These services, provided by VicTrack, also support various government agencies and critical train network operations.
Between 2013 and 2015, Innova was engaged by VicTrack to undertake a comprehensive review of client service contracts, supporting infrastructure, resources, and service delivery performance. This review followed growing concerns from customer agencies about billing accuracy and service quality for both operational and safety-critical train network communications.
Key challenges included:
- Reviewing multiple legacy telecommunications services and assets, many of which were no longer in operation but still billed.
- Ensuring the accuracy of service provisions and charges.
- Aligning telecommunications asset management with government transport policies.
- Developing a strategy that maximizes VicTrack’s returns while ensuring competitive and reliable telecommunication services.
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How Innova Helped
Innova deployed a specialist team with extensive knowledge of
communications technologies and infrastructure to conduct a structured review and contract management process. Our approach included:
- Auditing and updating client service registers to align service usage with actual customer requirements.
- Re-baselining commercial and operational performance requirements through benchmarking, risk assessment, and asset investment profiling.
- Enhancing commercial contracts to incorporate lifecycle management considerations, including technology refresh cycles and asset condition monitoring.
- Aligning contracts with VicTrack’s long-term strategic plans, particularly for the transition from copper-based services to IP and fiber-based technologies.
- Reviewing external vendor contracts to ensure that back-to-back service agreements supported end-client commitments.
- Restructuring supplier contracts to establish performance-based outcomes with a balance of incentives and penalties.
- Stakeholder engagement and governance alignment with VicTrack executives and Metro Trains Melbourne (MTM) management to ensure smooth transitions.
Achieved Outcomes
- Successfully restructured VicTrack’s commercial management process, improving supplier accountability, reporting, and performance tracking.
- Maximized operational efficiencies, enabling cost and risk-sharing models that improved client contracts and revenue generation.
- Developed a commercially sustainable telecommunications management framework that aligns with evolving government transport strategies.
- Enhanced contract tracking and variation management, enabling quicker responses to new service provisions in a dynamic transport environment.
- Improved long-term investment planning, ensuring stability and reliability in telecommunications service provisions.
- Provided strategic input into VicTrack’s technology refresh plans, which led to the development of the Integrated Transport Network (ITN) business case.
- Innova’s review ultimately supported the deployment of the Transport and Government Secure Network (TGSN), a mission-critical telecommunications infrastructure ensuring secure and resilient government communications.
Conclusion
Innova’s expertise in commercial contract management, telecommunications strategy, and infrastructure planning played a pivotal role in improving VicTrack’s service delivery and financial sustainability. Our work helped refine asset management, supplier accountability, and technology transition strategies, ensuring a future-ready and cost-effective telecommunications framework for Victoria’s public transport system. The successful implementation of TGSN further underscores Innova’s ability to drive transformative solutions in government and transport sector communications.