Managed Support for Critical Government Systems
Providing 24/7 managed support for systems serving 1.8M Australians
The Challenge
A federal government agency responsible for essential citizen services was operating 16 mission-critical applications with an overstretched internal team. Incident response times were inconsistent, knowledge was concentrated in a few key individuals, and the agency faced audit findings around IT service management maturity.
Our Approach
We established a dedicated managed services function with 24/7 monitoring and tiered support aligned to ITIL v4 practices. The engagement included comprehensive documentation of all systems, creation of operational runbooks, implementation of automated alerting and self-healing scripts, and a structured knowledge transfer program to reduce key-person dependency.
The Outcome
Mean time to resolution for P1 incidents dropped from 4.2 hours to 47 minutes. The agency achieved full compliance with ITSM audit requirements. Key-person dependency risk was eliminated through documented runbooks covering 95% of known incident scenarios, and overall service availability improved to 99.97%.
P1 MTTR
Service Availability
Runbook Coverage
Technology Stack
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