Summary
Citadel Edge supported the Australian Department of Defence’s Defence Secure Video Environment (DSVE), a highly secure video conferencing service connecting Defence locations and allied partners around the world.
Over many years, the team provided operational support, maintenance, upgrades and deployment services, helping ensure secure communications remained available across Australia, the Middle East, South-East Asia and the United States.
The challenge
The DSVE service operated in a highly secure Defence environment where reliable communication was critical to daily operations and international cooperation.
The service supported Defence locations across multiple countries and time zones, including deployed military environments where infrastructure, logistics and security constraints could make installation and support more complex.
The environment required:
- Continuous availability for secure video conferencing services.
- Minimal disruption while systems were maintained and upgraded.
- Rapid deployment and support of equipment in operational locations.
- Reliable support for classified conferences involving Defence and Five Eyes partners.
- Adaptation to evolving technology, operational requirements and security standards.
The service also transitioned to a new contractual delivery model while maintaining continuity of operations and support.
The solution
Citadel Edge delivered a managed support service for the Defence Secure Video Environment, providing operational support, maintenance, asset management and deployment services across Defence locations in Australia and overseas.
The service was built around a dedicated Video Network Operations Centre (VNOC) operating 24 hours a day, seven days a week. Through this model, Citadel Edge provided monitoring, incident management, technical support and lifecycle management services for secure conferencing systems.
The operating model was designed to support Defence’s requirement for continuous availability, rapid deployment and secure communications across multiple locations and time zones.
Implementation
The DSVE Video Network Operations Centre provided Level 1, 2 and 3 support across the secure conferencing environment.
Equipment was configured and tested before deployment to Defence locations, including operational environments in Australia and overseas. The team maintained an asset database to track equipment, configurations and changes across the network.
Standard operating procedures were developed and maintained to support consistent service delivery, incident management and knowledge transfer.
The team also conducted software upgrades, firmware updates, preventative maintenance and parts replacement activities to maintain system reliability and security.
Outcome and impact
The DSVE service provided Defence with a secure and reliable video conferencing capability supporting communication between Defence locations and international partners.
The service supported classified and operational conferencing requirements across multiple regions and time zones, helping maintain communication between Defence personnel and allied partners.
The 24/7 support model enabled issues to be addressed quickly and helped minimise disruption to critical conferencing services.
The service continued to operate effectively through changes in technology, operational requirements and contractual arrangements, providing Defence with continuity of support in a highly secure environment.
