The Challenge
ConnectEast owns and operates Melbourne’s EastLink tollway, which is the city’s second fully-electronic toll route. It comprises about 39km of freeway-standard road connecting the city’s eastern and south-eastern suburbs and is a major commuter road and a key intra-city arterial route.
ConnectEast needed support for its websites that included an online payment facility – a critical element aiding convenience to the motorist and lowering the cost of each transaction for ConnectEast.
The Solution
Datacom drew on our trans-Tasman capabilities to deliver on this challenge. Datacom Victoria provides infrastructure support and services for ConnectEast and, in 2011, Datacom Auckland started supporting ConnectEast’s websites.
Since then, we have successfully worked on projects remotely, including a redesign, rebranding and consolidation of ConnectEast’s websites. The Auckland-based team has also assisted in troubleshooting complex production issues in conjunction with Datacom Victoria, which include a number of websites and integration with SAP.
The remote aspect has not caused any impediment in our support of an Australian customer. The two teams work closely together using similar service management processes and tools. We have also set up new processes based on best practices to streamline knowledge-sharing across the Tasman.
The next steps will include extending the richness of the SAP integration and user interfaces to make the interaction easier and more compelling for end-users.
“The best thing about Datacom’s Application Management capability is that they don’t stop until the problem is resolved. I never get a sense of ‘not our problem’ with their team. And distance has never been a factor for us.”
Chris Mutton – IT Service Delivery Manager, ConnectEast