Private sector organisations have raised customer expectations - and now it’s time for government agencies to catch up. People are used to faster response times, round-the-clock information and more communication options. Whether it’s in-person, by telephone, email, live chat, bots or self-service portals… the desire for faster, more accurate services is a trigger for change.
Outdated legacy systems make it impossible for you to keep up with modern demands. Change is daunting, sounds expensive and (let’s be honest) it feels easier to stick with the old systems than to make a transition. Those fears are felt by government agencies far and wide. But there is a way to modernise your core operations without unnecessary upheaval and it can be done at a lower cost than you might expect.
Transitioning to the cloud helps you get the right business tools to:
Improve customer service
Resolve complaints faster
Better manage key workers' registration and licensing
Scale up services
Why government agencies are moving to the cloud
Non-profits and government agencies are adopting cloud-based systems for many of the same reasons as for-profit enterprises:
Reduced capital expenditure on infrastructure with increased service levels to citizens
Data-driven policies and implementations require better handling of larger volumes of data
Increased scalability and flexibility
Most importantly, cloud computing has the potential to help government agencies personalise their services. Not only does this make government entities more efficient, it also gives the public a more human way for citizens and government to interact.
Why the Australian Pharmacy Council (APC) migrated to the cloud
The Australian Pharmacy Council (APC) is responsible for pharmacy education and training accreditation in Australia and New Zealand. It’s their job to maintain and assess the competencies of Australian intern and overseas pharmacists to ensure the delivery of effective health care and public safety.
APC was relying on core business applications hosted on legacy on-premises infrastructure. This meant that they faced limited scalability and flexibility while driving up support and maintenance overheads.
Cloud migration with Datacom
The Australian Pharmacy Council knew they needed help with a digital transformation roadmap and with executing their transition to the cloud. Datacom's track record in transitioning core services made their choice to work with Datacom an easy one.
Datacom brought in software and infrastructure specialists to migrate APCs core on-premise services to Microsoft cloud in one project. This included:
Identity synchronisation from Active Directory to Azure Active Directory
Exchange on-premise to Exchange Online
SharePoint on-premise to SharePoint Online
File server to SharePoint Online
Dynamics CRM 2013 to Dynamics 365 Customer Engagement
ADX Studio Portal to Dynamics 365 Portal
Office 365 and Dynamics 365 cloud tenancies set up under Microsoft’s Cloud Solution Provider programme
Following this project, APC was able to successfully integrate with the third-party exam scheduling service with a single sign-on capability for external users. This integration was the first of its kind.
Results and key takeaways of the migration
As each part of the project was completed, APC was able to retire outdated servers and hardware, and start putting the new cloud services to work. By consolidating IT support to one SaaS vendor, operations and maintenance costs dropped by 50 per cent.
Datacom delivered the full project from start to finish, hitting all agreed success indicators within the budget and timescale agreed.