Summary
Citadel Edge has provided sustainment support for Defence’s Objective Digital Records Management System (DRMS) for more than 19 years.
The environment supports more than 110,000 users across multiple secure Defence networks and includes over 60 production applications. The engagement covers application support, service management, software enhancement, training and ongoing platform maintenance, helping ensure the continued operation of a critical Defence information management capability.
The challenge
Defence required ongoing support for a large-scale records and information management environment operating across multiple secure networks and supporting more than 110,000 users. The environment needed to support continuous operations while accommodating system upgrades, security requirements, capability enhancements and changing business needs.
Key challenges included:
- Maintaining 24/7 support and service availability.
- Supporting a large and complex application environment.
- Coordinating delivery across Defence ICT partners and vendors.
- Delivering upgrades and enhancements within constrained maintenance windows.
- Managing operational change while minimising disruption to users.
- Maintaining security compliance across multiple Defence networks.
The solution
Citadel Edge delivered an integrated sustainment service covering application support, service management, capability development, testing, training and ongoing platform maintenance.
The service included Level 2, Level 3 and Level 4 support, management of more than 60 production applications, and delivery of software enhancements to meet evolving Defence requirements. Citadel Edge worked closely with Defence and technology partners to maintain system performance, implement improvements and support the continued operation of the environment.
Implementation
Citadel Edge provided round-the-clock service desk support, capability development, testing, training and ITIL-aligned service management across the Objective environment.
Since July 2019, the team has:
- Responded to more than 30,000 service desk contacts.
- Delivered more than 200 production environment changes.
- Trained over 3,000 Defence personnel.
- Successfully completed multiple Objective upgrades from Version 7 through to Version 11.
- Developed and implemented a range of bespoke enhancements supporting Defence requirements, including automated email capture, document lifecycle management and automation utilities.
The engagement also included collaboration with Defence ICT partners and vendors to support upgrades, issue resolution, system improvements and ongoing operational requirements.
Outcome and impact
Citadel Edge maintained 100% achievement of all agreed service levels and key performance indicators throughout the reporting period.
The engagement supported the continued operation of Defence’s enterprise records and information management environment while delivering upgrades, enhancements and operational changes without disrupting critical services.
Key outcomes included:
- Support for more than 110,000 users across multiple Defence networks.
- Delivery of over 200 production changes while maintaining service performance.
- Successful upgrades from Objective Version 7 through to Version 11.
- Training of more than 3,000 Defence personnel.
- Improved monitoring, automation and operational processes supporting system stability and reliability.
- Continued support for a critical Defence information management capability operating across a large and complex environment.
Looking ahead
As Defence’s information management requirements continue to evolve, Citadel Edge continues to support the Objective environment through ongoing sustainment, platform upgrades and capability enhancements. The long-term engagement provides continuity of knowledge and support while helping maintain a secure and reliable information management capability.
