Overview
Citadel Edge has over two decades of experience providing secure audio-visual and video conferencing services to the Australian Department of Defence. A flagship engagement in recent years was the establishment and management of the Defence Secure Video Environment (DSVE), a highly classified video conferencing ecosystem connecting Defence sites and allies worldwide. This long-term project continued into the last three years of its contract with critical responsibilities for maintaining real-time communications across multiple time zones and theatres of operation. Notably, when the Defence program was restructured under Project JP2047, Citadel Edge seamlessly transitioned from a direct Defence contract to a sub-contractor role under Telstra, maintaining continuous service delivery without disruption. This demonstrated adaptability to changing contractual frameworks while preserving the quality and responsiveness of service.
Services and complexity
DSVE was a complex capability, operating 24/7 across geographically dispersed and high-security environments. The Citadel Edge team managed and deployed video conferencing assets in several deployed military environments, including the Middle East Area of Operations (MEAO), South-East Asia, and the United States. Operating in deployed locations required flexibility and innovation to overcome challenges such as limited infrastructure, security constraints, and urgent operational demands. The team refined its delivery methods over time to suit austere field conditions, consistently delivering reliable results under a flexible, resilient service delivery approach. Tight timeframes were inherent to this environment – for example, setting up or restoring communication links on short notice was often mission-critical for real-time military coordination.
Key responsibilities
Under the DSVE contract, Citadel Edge provided a full spectrum of services to ensure robust and secure video conferencing capabilities:
- 24/7 Video Network Operations Centre: Established and operated the DSVE Video Network Operations Centre (VNOC), a 24×7 helpdesk providing Level 1, 2, and 3 support for fault identification and resolution. This around-the-clock service ensured any technical issues were addressed immediately, meeting the demanding uptime requirements of Defence and allied networks.
- Preventative Maintenance & Upgrades: Performed regular preventative maintenance on all deployed video conferencing systems, including software (Cisco TMS) upgrades, codec firmware updates, and advanced parts replacements. By proactively updating and patching systems, the team prevented failures and kept the technology current – an example of continuous improvement and adoption of emerging tech (new firmware and conferencing tools) to enhance reliability. They also planned and executed ad hoc upgrade projects as needed, often on accelerated schedules to meet new requirements.
- Deployment & Asset Management: Managed the full lifecycle of video conferencing assets in theatre. The team pre-configured and tested equipment before deployment to operational areas, ensuring rapid setup upon arrival. They developed and maintained a comprehensive Asset Database for all units on the network, providing visibility and control over equipment in multiple countries. This database helped track configuration changes and enabled swift responses to any field issues, despite the challenging timeframes of deployed operations.
- Standard Operating Procedures (SOPs): Authored and continuously refined SOPs to align with evolving Defence and Telstra standards. This documentation of best practices and processes ensured consistency of service, even as personnel or requirements changed. It also facilitated quick onboarding of new team members and efficient knowledge transfer, critical for maintaining service quality under personnel rotations or surge conditions.
- Incident Management & Secure Conferencing Support: Employed ITIL-aligned incident management processes, with trained operators adept at escalating and resolving issues systematically. The team supported daily classified video conferences connecting Defence leadership with international counterparts, including routine conferences among Five Eyes nations (Australia, US, UK, Canada, New Zealand). Despite the sensitive nature and zero-failure tolerance of these sessions, Citadel consistently enabled seamless connectivity. The ability to facilitate secure, real-time communication across continents – often on short notice – showcases the group’s capacity to perform under intense time pressures and security scrutiny.
Outcomes and adaptability
Throughout the DSVE engagement, Citadel Edge demonstrated resilient service delivery and adaptability to change. When the contract structure changed under JP2047, the team adjusted to new oversight and coordination mechanisms with Telstra while continuing to meet all operational KPIs – evidencing flexibility in both technical and managerial domains. The DSVE service endured the test of rapidly evolving technology (e.g. new video codecs, encryption standards) and shifting Defence needs by embracing continuous improvement. The team’s development of new SOPs and process enhancements over time ensured that even as environments or requirements changed, the service quality remained high.
Crucially, Citadel’s proactive approach meant potential issues were often addressed before they could impact users: for example, regular reviews of conference usage and system performance were conducted, with detailed reporting on load, incidents, and asset status to inform improvements. This data-driven approach allowed the team to scale support and optimize resources in anticipation of surge demand or new missions, rather than merely reacting. Additionally, the 24/7 readiness of the VNOC and the ability to deploy skilled technicians into the field on short notice gave the Australian Department of Defence a dependable partner for urgent communications needs.
Conclusion
In summary, the DSVE case study illustrates Citadel Edge’s expertise in delivering high-stakes, secure ICT services under challenging conditions and timelines. The project highlights a track record of flexibility (adapting to new contracts and environments), innovation (refining deployment methods and SOPs), and unwavering performance that ensured Defence and its allies could communicate securely whenever required. This success under pressure underscores Citadel Edge’s suitability for Defence and National Security engagements requiring both technical excellence and agile service delivery.
