New contract extends and expands Unisys’ 16-year relationship that has helped the federal auditing agency reduce costs and shrink incident backlog by two thirds
BLUE BELL, Pa., March 10, 2014 – Unisys Corporation (NYSE: UIS) today announced that its Australian subsidiary has received a contract from the Australian National Audit Office (ANAO) to provide an expanded range of IT managed services.
The three-and-a-half-year 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. Unisys will also provide support for a broader range of business applications.
Unisys 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. Unisys will also continue to manage collaboration and effective working relationships between all ANAO internal and external service providers in the role of Multi-sourcing 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. Use of ITIL has enabled Unisys to deliver significant benefits for ANAO’s users. For example, in 2013 the proportion of user issues resolved at the first call to the service desk was improved by 10 percent and the number of backlog incidents was reduced by two-thirds.
“Engaging Unisys as our IT services partner has enabled us to continually reduce costs in today’s tough economy and deliver our audit services more efficiently to some 300 government bodies. Using the ITIL framework to centralize and align our workflow processes and systems has helped create a more efficient organization and increased end-user satisfaction,” said Gary Pettigrove, chief information officer, Australian National Audit Office.
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. To address the changing technology and operational needs of a mobile workforce, Unisys worked with ANAO to develop a mobility support service for iPhone, Android and Blackberry devices providing authorized personnel with secure remote access to protected ANAO data.
“We are delighted to continue working with ANAO and together will seek further improvements in the overall end-user experience for ANAO staff. 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,” said Scott Whyman, vice president and general manager, Global Managed Services Asia Pacific for Unisys.
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Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world. For more information, visit www.unisys.com.
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