Benchmark Awards 2019 Finalists: UnitingCare Queensland Transformation Program


UnitingCare Queensland has undergone a vast transformation of its IT ecosystem and management, consolidating four distinct functions into one group and avoiding legacy systems in favor of managed services.

The overhaul was motivated by the need to reduce overhead while improving the service delivery model of back office functions in a highly competitive market with limited funding streams.

The merging of IT functions was the first step in the Transform program, which resulted in the creation of Digital and Technology (D & T).

D & T then proceeded to replace the company's existing technology infrastructure and support model with a more modern managed service partner model.

Each provider considered throughout this phase of the transformation agenda had to be examined not only technologically, but also ethically, because of the relationship between UnitingCare and the unifying church.

Wipro was finally selected to enhance the capacity and capacity of UnitingCare over a five-year period, incorporating data-driven solutions to enhance customer experience in non-profit facilities.

The resulting arrangement has reduced the internal workforce within UnitingCare, as well as the costs of service delivery.

In fiscal year 19, the savings would have been only about $ 300,000. However, by the third year of the agreement, savings are expected to reach $ 4.3 million.

In addition, Transform Program has transferred operational delivery risks beyond the organization, while freeing up D & T's internal resources to focus on value-added projects and "customer intimacy".

UnitingCare Queensland employs 17,000 people and employs more than 9,000 volunteers who help 458,000 people across the state.

This project was named a finalist in the Health Category of the 2018/19 iTnews Benchmark Awards.