Case Study Sparq Solutions

CASE STUDY SPARQ SOLUTIONS

Technology: Windows® 7 and Microsoft® Office® Managed 2010, from older operating systems Windows 7 and Office suites. The aim of the Productivity Managed Productivity Program is to Microsoft Office 2010 realise the productivity benefits enabled Program Returns by Windows 7 and Office 2010.

$3.9m a Year A preliminary business case suggested that this project would Background: deliver more than $1.5 million in productivity benefits annually. SPARQ Solutions provides Information and Communications Technology (ICT) The Windows 7 and Office 2010 services to Queensland’s electricity upgrade program scoped to replace suppliers, Energex and Ergon Energy. and upgrade the technology, did not include an instructor-led classroom SPARQ partners closely with Energex training program but relied upon and Ergon Energy to achieve their users maintaining their exisiting business goals by developing ICT level of competency through local strategies that enable business change support groups and self-help. and growth. Being jointly owned by Energex and Ergon Energy enables This resulted in the a disconnect SPARQ to provide value for money between the migration activity and the to all Queenslanders through provision of training support to users, cost-savings, economies of scale and which meant that the productivity value-added solutions and services. benefits would not be realised, and in fact productivity would be reduced With headquarters in Brisbane, and if users were less effective in the offices in Rockhampton, Townsville, new operating environment. Mackay, Maryborough, Cairns and Toowoomba, SPARQ employs The Solution: approximately 500 staff and contractors who are highly skilled in To develop an enterprise-wide program a range of ICT business applications of user education and training support, and support services, and who SPARQ Solutions’ Applications Capability support more than 8,000 users. Manager Col Hanley drew on the longstanding business relationship The Challenge: between SPARQ Solutions and Data#3. More than 8,000 users across Queensland were migrated to CASE STUDY SPARQ SOLUTIONS

“Using the shortcuts would Data#3 works with SPARQ Solutions service desk support load for Office save approximately 30 across many areas including strategic 2010 related queries. A desktop icon minutes per day as I work consulting, managed services, provides direct access to the SharePoint primarily from Outlook. maintenance, product and licensing site where users can access a variety I like to keep up-to-date solutions. The depth of this relationship of types of information. Users reported with shortcuts and I am means that Data#3 has a detailed that previously they did not know they starting to use the Word understanding of SPARQ Solutions’ had access to these resources, and shortcuts but the most business, and those of its clients would instead contact the service desk timesaving shortcuts for Energex and Ergon Energy. This rich as a first port of call for information. me would be the Outlook base of knowledge allowed Data#3 to ones. At our next monthly accommodate the different business The Outcome: meeting I propose to go practices of Energex and Ergon Energy A cost saving analysis based on a through the shortcuts in a highly tailored program that met 1% productivity improvement for all with the combined admin the needs of both organisations. users suggests a productivity boost team (14 members). worth approximately $3.9 million per If they all adopt them Working collaboratively, the annum. This is more than twice the that is a considerable Applications Capability team and # estimate from the initial business case, amount of time saved in Data 3 consultants developed a and provides the validation needed our small group alone.” holistic solution to be rolled out across a six month period, and which: to extend the program to continue realising benefits across the user base. Rhonda Douglas, • Directly involved ‘power users’ Admin Team Leader Central from different parts of the Administration Services, businesses – including finance, Ergon Energy “I have found that the articles ease legal and trading groups – to the frustration that has come with understand their business needs the upgrade to 2010. Shortcuts that and processes, and any current I was familiar with in 2003 weren’t productivity issues they faced working in 2010 or I simply couldn’t • Delivered in-depth self-help find what I was looking for by flicking resources for users through a through the menu options. I have SharePoint portal – including found the shortcuts sent out to us to knowledge base articles that provide be a relief, and I know that I share any tips and tricks for productivity, and with my team that may not have seen which were developed out of the the article to make our work more consultation with power users. streamlined and efficient.”

A communications program through Camilla Pettersson company newsletters and email updates Works Program Analyst made users aware of the self-help Operations, Ergon Energy tools available to them, reducing the

Contact Details: www.data3.com.au Next Steps: “I am still using the early adopter 1300 23 28 23 version of the 2010 Office suite at The program has been extended for six the moment. It is a great support Follow Us: months, which will ensure that further mechanism to have. I have made twitter.com/Data3Limited user groups receive the benefits of a note of all the helpful hints facebook.com/Data3Limited the program to ease their transition and self-help documents on the to the new operating environment. In bulletin board and have saved all particular, the power user consulting, the information into a folder for instructor-led training, and desk-side myself for ease of access if anyone coaching and communications program comes to me for assistance.” will be rolled out to users in regional areas throughout Queensland. Shauna Kennedy, Generator Resource Scheduler, Energex The number of knowledge base articles will continue to increase, as new articles are developed following further power user interviews and training of migrated users. Col Hanley suggests that a further 25 to 30 articles will be developed during the coming six months.

SPARQ Solutions is also exploring the most appropriate learning management platform to provide additional support to Energex and Ergon Energy users.

“I am really looking forward to running the program really hard across the next six months,” says Col Hanley. “We are very pleased with the outcomes to date, and the continued investment is justified as we can demonstrate the value realised for the organisations.”