Consistent high level of service
“It is unusual in the Government sector to have such a partnership lasting 10 years. The reason for the longevity has been the level and quality of the service which we have had independently tested from time to time” Peter Rosewarne, Group Manager Information Services
In 2010, Datacom and the New Zealand Customs Service celebrate over a decade of an IT Outsourcing partnership that has brought benefits to both parties.
The Challenge
Customs is responsible for protecting New Zealand from potential risks arising from international trade and travel and, at the same time, helping the legitimate movement of people and goods in and out of the country. The IT systems to support theses activities must be available whenever planes or ships arrive or leave. Less known to many people is the key role Customs plays in collecting revenue for the Government. Customs is the second-to-largest department in this respect, collecting $10 billion per annum. This means the performance of their financial systems is crucial.
The Benefits
Since the partnership commenced in 1999, the Customs IT network has more than doubled in terms of users, PCs and servers. Despite this growth and thanks to joint ongoing improvement programmes, the costs of managing the environment on a 24x7 basis are lower today than they were in 1999. Additionally, the level of sophistication has increased and the thus the users are receiving better service.
Peter Rosewarne, Group Manager Information Services, says of the partnership: “It is unusual in the Government sector to have such a partnership lasting 10 years. The reason for the longevity has been the level and quality of the service which we have had independently tested from time to time”
Staff in both organisations find long term relationships particularly satisfying because trust and flexibility develops as individuals get to know how the other organisation works and understand the strengths and constraints that characterise the partnership.
Customs has exciting times ahead with new technologies available and the development of the way in which the relevant Government agencies will manage the borders. Datacom looks forward to assisting Customs to achieve their new business goals.
This Case Study for New Zealand Customs Service is provided by Datacom.