The Australian Charities and Not-for-Profit Commission (ACNC) wanted to overhaul their registration form in order to simplify and accelerate the registration process for charities.
After defining the project, they sought submissions, and Data#3 was chosen for their ability to meet criteria at a competitive cost.
Looking back and then seeing the results in our service standards, we ticked the boxes of what we wanted to achieve in service improvements.
Rob Jackson – Director of Digital Services, ACNC.
Established in 2012, the Australian Charities and Not-for-Profit Commission (ACNC) is the national regulator of charities. It plays a vital role in ensuring that Australians can trust and have confidence in the not-for-profit sector.
New charity registrations demanded significant administrative overhead and an increase of new form submissions was expected, so ACNC wanted to streamline the process.
From household names to niche organisations, the charities and not-for-profit sector is prominent in a nation that is known for helping others: Australia’s charities generate $190 billion in revenue and employ more than 10% of the workforce. Registering a charity or not-for-profit requires providing a wealth of information to ensure each applicant meets stringent standards. ACNC Director of Digital Services, Rob Jackson, said this important step was challenging.
“As a regulator, we’re responsible for registering charities. An entity applies online through a form, making a submission to us, then our team does what is needed to make sure it complies. They identify any risks to consider and perform a series of checks.
“We needed some help with our turnaround time. We have service standards for the public that we are required to meet. During registration, there was a lot of backward and forward and we saw we could be collecting information more efficiently. It is complex, requiring a lot of governing documents, financial statements and other information.”
This “backward and forward” happened when information submitted in the online form was incomplete, or additional details were needed, so the ACNC registrations team would need to contact the applicant and guide them through each step. It meant that registrations took longer and involved considerable manual processing which had the potential to increase the workload, and impact service standards.
Some help was needed to navigate complex form processing rules, and there was imperative to increase documentation of business process to match it to technical implementation. As is standard in government organisations, ACNC abide by stringent guidelines, so the internal team sought an experienced partner, to bring the back-end Microsoft Dynamics 365 foundations to align with the organisation’s needs, working with their chosen hosted custom forms provider. The two providers would need the capacity to work well in a multi-vendor project.
“Data#3 had the expertise needed for the back-end requirements] and we knew they could deliver. They are a trusted partner who are familiar with our systems. We put our requirements together internally and put a lot of thought into our requirements, then presented them to Data#3. This allowed us to start at a reasonable position,” said Jackson.
The in-house preparations performed the ACNC team were essential groundwork, paving the way for agreed responsibilities and outcomes for the project Ensuring roles were understood up-front served to “de-risk” the process, explained Jackson, and gave a clarity that served in-house and external teams well.
“We knew we needed to be closely involved, with our team internally running it, our registration team as subject experts, our vendor experts needed to get an understanding of our processes, so together we knew where efficiencies could be found.”
Starting with an extensive presales process, Data#3 specialists worked closely with ACNC to assist with form design and assess changes needed to update their system to support the new design. Together, the teams established a project management plan following a hybrid Agile methodology that enabled conclusion in time for the upcoming legislative changes. Jackson said that communication was key.
“It was the responsibility of the project manager on our side to make sure that the communication strategy worked. Data#3 provided a project manager to help. Data#3 knew our systems very well, as a managed services provider, so they could translate our needs into features on the platform.”
“Sometimes, things were really complex. People in the business might ask for something, but it was not actually the best way to solve the problem. A good partner can see where it could be more efficient when done a different way, and we had that with Data#3.”
While working with multiple internal and external teams can sometimes be challenging, Jackson noted that both Data#3 and the vendor that hosted the custom forms platform interacted well, and were professional in the way they worked together, along with the ACNC team, to focus on what was needed to achieve an outcome.
“They made sure to know what charities need from us, and what we were trying to do. It was the first time that Data#3 had worked with our registrations team, and they had a rapid introduction to get their heads around what the clients of the registration team looked like.
“That is a really good skill, to understand us and pick up quickly what is needed. Without that context, they can’t understand the risks for the client.”
Once development was complete, Data#3 used the UAT environment to test and validate the user experience and data accuracy before embarking on a custom deployment plan devised together by ACNC and both vendors before going live.
“The cutover was complex, we had to switch off and on, migrate to the new form, and we had to get the complex data migration completed to be successful. It was a team effort.”
When you’re going live, if you find any issues, what’s important is being able to solve them effectively.
Rob Jackson – Director of Digital Services, ACNC.
While technology underpins the outcome, the true measure of success lies in the experience of ACNC clients and staff using the new registration forms, and the quality of data gathered and analysed.
“It was a change for charities, they were using something unfamiliar, so our work on change management was important, and we had Data#3’s help with that where needed. We have an audience so large – 60,000 charities, plus advisors, lawyers, consultants and experts – some inevitably took longer but most users found it more intuitive. The feedback was overwhelmingly positive.”
The project was completed on time, with the skills of the project managers involved put to the test in a short timescale for so complex a project.
“It makes projects more complex when working with multiple suppliers, and the outcome is down to the skill of the project managers.”
For customers, the registration process is completed more efficiently, and the more intuitive forms help them to understand more readily what information is needed. This makes the experience less stressful. For the registrations team, meanwhile, there is less need to repeatedly contact clients with additional questions, giving them more time for those needing extra guidance, and allowing them to reduce wait times.
“We have seen significant benefits to our service standards as the process is more streamlined. Completing the form is more like a conversation, using smart questioning to help get the right data up-front, without that back-and-forth.”
“Different sized charities have different regulatory requirements, for example, and so each will be asked the right questions, and we can make decisions more effectively.”
With any significant change such as this, Jackson said it is to be expected that there will be some fine-tuning as users begin to engage with the new system.
“When you’re going live, if you find any issues, what’s important is being able to solve them effectively. This is common after system changes, and how you respond matters. Data#3 was very helpful. Users can make user requests, and where needed we can do some finetuning.”
“It really helps to document reasons for requirements, so that when someone makes a request, we can understand the reasoning behind earlier decisions.”
The improved accuracy and reporting of data has been helpful in an organisation that, like most government organisations, must be transparent in its operations.
“We publish data on the sector, and it is an enormous part of our activities. We are seeing the service standard dividends in that data, we are seeing the benefits now, four to five months later.”
When planning a complex project, Jackson said that choosing the right partners is vital, and that it isn’t enough to simply take instructions.
“Key to being a good partner is that they can challenge us. I wouldn’t want to create a solution based on just what I say, I want you to help me find the best way forward.”
“It was comforting that Data#3 knew what they were doing, we had an in-built trust. We already knew their capabilities and strengths and we were able to get into a good working cadence. They had a deep product knowledge, an understanding of our environment from working on bespoke elements.”
Ultimately, ACNC is now in a position where clients can register more efficiently, thanks to the combined efforts of in-house and multi-vendor teams. Even an increase in registrations has not caused a backlog for registration staff. “It is more intuitive, feedback is that it flows better, is easier to navigate, and requires less rework. Looking back and then seeing the results in our service standards, we ticked the boxes of what we wanted to achieve in service improvements,” concluded Jackson.
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March 28, 2025; Brisbane, Australia: Leading Australian technology services and solutions provider, Data#3, is delighted to announce that it has been recognised as the HP Greater Asia Partner of the Year Top Enterprise Reseller for Personal Systems. This prestigious accolade, awarded by HP from a pool of over 2,000 partners across Greater Asia, underscores the company’s commitment to delivering cutting-edge technology solutions that drive innovation and enhance the modern workplace.
The award was announced at the HP Amplify Partner Conference in Nashville, where partners from all around the world gathered to explore the future of work. The event showcased HP’s latest advancements, including AI-powered print tools, enhancements to the Workforce Experience Platform, and next-generation PCs, demonstrating how technology is shaping the evolving workplace.
Data#3 National Practice Manager for End User Computing, Paula Fountain, said, “We are incredibly proud to receive this HP accolade. This recognition reflects our strong partnership with HP, built on collaboration and a shared commitment to shaping the future of work through innovation. Celebrating this achievement with the HP Greater Asia team in Nashville was a fantastic opportunity to connect, reflect on our successes, and explore new ways to help businesses adapt to an evolving workplace.”
Data#3 Chief Executive Officer and Managing Director, Brad Colledge, commented, “This award further strengthens the longstanding partnership between Data#3 and HP, demonstrating the depth of collaboration and shared vision between us both. Together, we drive meaningful change for our customers, helping them navigate the future of work with cutting-edge technology through a unique lifecycle approach. We’re incredibly proud of what we’ve achieved together and are excited to continue pushing the boundaries of the modern workplace.”
As businesses continue to adapt to the evolving workplace, Data#3 and HP remain committed to driving innovation and shaping the future of work, sustainably. By leveraging the latest advancements in AI and enterprise technology, the partnership will continue to empower organisations with secure, sustainable, and intelligent solutions that enhance productivity and performance.
Data#3 was also recognised as a finalist for HP Greater Asia Poly Partner of the Year. Supporting businesses of all sizes, Data#3 and HP are committed to helping organisations navigate the evolving workplace by providing the essential tools and technology they need to thrive.
Pictured (second from right) Brad Colledge, Chief Executive Officer and Managing Director, Data#3, and (third from right) Paula Fountain, National Practice Manager for End User Computing, Data#3.
Penrith City Council wanted to ensure it was ready to seize the opportunity of Microsoft 365 (M365) Copilot while avoiding unnecessary risk.
The council wanted to plan effectively for adoption of a key emerging technology and partnered with Data#3 as a trusted partner with direct experience using M365 Copilot.
We have gathered insightful information about the potential benefits of AI, which will help us enhance the services we provide to the local community.
Jane Howard – Chief Information Officer, Penrith City Council.
Nestled between Sydney and the Blue Mountains, Penrith City Council is responsible for an area characterised by spectacular natural beauty and a buzzing arts, culture, and entertainment scene. The council supports a diverse community, providing a range of services that makes Penrith a great place to live and visit.
The council wanted to assess the potential of Microsoft 365 (M365) Copilot as a key emerging new technology to enable greater efficiency and service delivery. It was important to understand potential value as well as any risk involved.
The arrival of the highly anticipated M365 Copilot technology is set to revolutionise workplaces, putting enterprise-level artificial intelligence (AI) in the hands of employees. For Penrith City Council, Chief Information Officer, Jane Howard, it was important to understand how best council could leverage the advantages while ensuring proper data governance in this evolving landscape.
“Since this is a new and evolving technology, it’s still quite immature. As local government, we need to see tangible benefits from purchasing licenses by having the software demonstrate clear advantages.”
“There has been a lot of media around generative AI, and people have questioned how will it fit from an organisational perspective? Will it replace me in my role? Where does it fit into day-to-day operations and how it fits in the organisation and adding value means we need to understand the overall business case.”
In an organisation that provides such a broad range of services, ranging from libraries and recreation to waste management and building permits, it is unsurprising that staff roles are diverse. It made sense to Howard that approaching the introduction of Copilot would require a deep dive into the different ways employees’ roles could benefit.
“There are many types of workers in local government, and not everyone sits in front of a PC all day. We have children’s services, waste management, and people hard at work maintaining our outdoor areas. We have to know where it is showing value, because it might not be useful for everyone, and we need to invest where people will make use of this and benefit.”
M365 Copilot uses the Semantic index, which indexes every file that a user has access to in M365 the results available for Copilot to query. If a user unknowingly has access to sensitive information, Copilot may return a result that leverages that information, inadvertently raising risk.
If users are unaware of the implications of the sensitive nature of their results, they may inadvertently share further. It is, then, essential that organisations review their data governance situation to ensure permissions are correct and to prevent over-sharing.
“In local government, while some of our information is available publicly, we do have much data, like any organisation, that we must keep safe. We also need to keep our employees safe and not expose them to a situation where they have access to information that they shouldn’t.”
While managing risks is vital, the potential for boosted efficiency is significant. Any technology that enables staff to stretch the budget further represents the chance to enhance services and do more for the local population.
“Our other challenge is taking full advantage of the opportunity. We want to make use of new tools and technologies that could help us be more efficient, and focus on adding value for customers without spending that does not add value. We have to make sure the decision is right.”
One challenge of a very new technology is finding help from a partner with first-hand experience. Penrith City Council chose to seek guidance from Data#3, who have hands-on proficiency thanks to being one of the rare few organisations in Australia to take part in the Copilot for M365 Early Access Program (EAP).
“We were looking at our data and making sure we understood its location and accessibility, and wanted to engage with an organisation that could help. Data#3 have had experience with Copilot themselves, so they can share their own experiences with us.”
Focusing on the areas of information governance, organisational change management, and platform, Data#3’s M365 Copilot Readiness Assessment helps businesses understand their current situation and prepare their people and data to get the most from Copilot.
The Data#3 team conducted analysis of Penrith City Council’s M365 tenant, giving the council valuable insights into their data-sharing practices, and recommending best-practice steps to mitigate risk. Experts connected directly to the council’s M365 tenant to perform a technical analysis and led a series of six workshops, then created a readiness report, roadmap, and recommended next steps.
“The Project team is a collaboration between the ICT and the Information Management teams who are leading this initiative; and participated in the Data#3 Readiness Assessment. They thought it was really well structured. The flow from where we started at introduction to where we ended up; with a final report – took us on a journey that gave us a good grounding and an understanding of what Copilot is, what we could do in the organisation, and how to prepare for our pilot program. We’re very happy with how the workshops were presented and we gained valuable knowledge throughout.”
“Each workshop covered different aspects, an introduction, the technology architecture, our data assessment and a key workshop ensuring we understood any potential issues around sensitive data. We looked at the results around data accessibility permissions, then the users themselves, assigning different ‘personas’ around the potential way Copilot could be used. Other workshops also covered how the tool operates, opportunities around use cases, how this technology would be implemented in our environment and the configuration we would need to do.”
While the council runs a tight ship in terms of data governance, they said that due diligence is especially important when introducing generative AI. While they were pleased that the workshops did not uncover any major surprises, it was good to go into the pilot program with greater certainty.
“Our Information Management team is very astute at protecting our data assets, and we are mindful of how data is stored and structured. The workshop was useful in making us even more aware of what data we should mark sensitive.”
“Because ICT are new to the technology ourselves, working with an experienced team was helpful. We have used free tools like ChatGPT but we were interested to see how Copilot would work in our organisation with our data to give the most value. We also purchased a few licences in advance of our pilot, so the Project Team can see how it could work.”
It has been a fascinating experience for the Project Team, who have been keen to put Copilot through its paces. They said it has been “very interesting” to see how people respond when getting a glimpse of this future.
“We had a large meeting of around 30 people in a hybrid format, and there was an executive assistant in the room taking minutes. After the meeting, I demonstrated to her the minutes and action items Copilot had produced. Her feedback was literally ‘Wow’. This new technology will definitely provide some real advantages for some of our personas!”
“Years ago, we used to take shorthand, then secretaries typed minutes, then we had dictation machines, then PCs, so roles will change, this is just another evolution of the way we work – as Microsoft calls it, a modern workplace.”
They said that the value of effective change management cannot be underestimated. The workshop approach helped with practical recommendations that aligned well with the council’s way of working. The group went out to ask Heads of Department to nominate team members to be involved in the pilot and said that they were “very excited” at the opportunity.
“One of the suggestions of the Readiness Assessment is to set up a Centre of Excellence, with the pilot group engaged in identifying opportunities, sharing ideas, and reporting back on things that didn’t work or worked well. They will become Copilot champions throughout the organisation if and when we decide to move this forward in the organisation.”
“Data#3 will play a part in that team, in that when we need something escalated, they can assist us with advice. We can also channel new M365 functionality around modern workplaces into that group.”
Do the Readiness Assessment and look at the underlying architecture: this will help you to understand what it means to your organisation.
Jane Howard – Chief Information Officer, Penrith City Council.
The introduction of Copilot represents an extraordinary opportunity to work more efficiently and, in the case of Penrith City Council, to enable employee focus on providing the exceptional services the community needs.
“Penrith is a growing council, with a population expected to grow 31% by 2036. Therefore we have to look at the ways we work and make ourselves more efficient.”
“It is not just about growth of resident numbers; we have the new Nancy Bird Airport in construction close by, and the Penrith area is a great destination to visit, we’re on the river and close to the mountains, so we will be welcoming more guests, too. We’re looking at ways to work smarter and more efficiently to give everyone the best we have to offer.”
After working through this initial phase, Howard’s advice is that organisations seek experienced help to embark on structured planning.
“Do the Readiness Assessment and look at the underlying architecture: this will help you to understand what it means to your organisation. If you just deployed the licences, it would be quite lacking. You need to build the hype internally, balance what is in the media, too, and set a perspective for your organisation. People will be innovative when they have the tools available.”
“Also to mention that we have been supported by Microsoft, and we were able to use our Technology Innovation Fund via Data#3. Between our vendor partner Data#3, Microsoft, and our own internal learnings, the Readiness Assessment has been a success.”
Is your organisation ready to deploy Copilot for M365? Do you fully understand how turning on AI technology like this will impact your M365 environment? We’re here to help you prepare for Copilot for M365 deployment through interactive workshops and data-driven insights.
Contact our team of specialists to get your team ready for Copilot.
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Your IT infrastructure is the backbone of your business—but are you truly getting the most out of it? Too often I hear that IT teams find themselves stuck in firefighting mode, reacting to issues instead of staying ahead of them. At the same time, technology is evolving faster than ever and keeping up while proving the value of your investments can feel like an uphill battle.
That’s where Cisco® Success Tracks offers expert guidance, AI-powered insights, and digital tools to provide proactive and predictive IT management.
In today’s fast-paced digital world, IT support needs to do more than just fix problems – it should help you stay ahead of them. And adopting new solutions isn’t always smooth sailing. There are often unexpected hurdles – delays, shifting priorities or stretched resources – that slow down progress and make it harder to see results.
Cisco Success Tracks®, powered by CX Cloud, shifts your IT from reactive to proactive, and even predictive operations. Here’s how:
Success Tracks isn’t just a support service—it’s about driving business value.
Cisco Success Tracks® is designed to make your IT smarter, more efficient, and better aligned with your business goals. Here are some specific examples:
Cisco Success Tracks® provides the platform – but Data#3 ensures you get the maximum value from it.
As Cisco’s APJC CX Partner of the Year (2023 and 2024), we go beyond deployment to help you seamlessly integrate, optimise, and leverage Success Tracks and CX Cloud.
Data#3 customers receive exclusive access to our complimentary CX Cloud Optimiser Service, designed to help you get up and running smoothly and make the most of your investment.
Want to know what’s included in this service? Reach out today to learn how we can maximise your investment.
When you combine Cisco Success Tracks® with Data#3 expertise, here’s what you can expect:
Cisco Success Tracks® is more than a maintenance solution—it’s a roadmap to achieving your business goals through smarter IT management. And with Data#3 by your side, you‘ll unlock the full potential of your Cisco technology.
Are you ready to maximise your ROI and transform IT from a cost centre to a growth enabler? Contact Data#3 today to begin your Success Tracks journey.
John Paul College, a school in South East Queensland, recently conducted a comprehensive review to better understand the needs of its staff and students. The findings highlighted a need for enhanced digital capabilities, world-facing cameras for STEM, and increased computing power to support new learning streams.
In partnership with Data#3, John Paul College utilised Data#3’s Device as a Service to equip the school with the multi-feature HP ProBook, specifically designed to support its growing curriculum requirements. The integration of this new technology into classrooms has since enabled students at John Paul College to work more efficiently and fully embrace the digital classroom.
“By adopting the latest HP devices, we are ensuring that our students and staff have access to the best tools available, supporting our goal of being a leader in digital learning and innovation,” said Nicholas Burton, Network and Systems Manager at John Paul College.
In this video, discover how John Paul College has incorporated multi-feature HP devices and Microsoft Intune to empower and enhance student learning.
With over three decades of expertise in the Education industry, Data#3 is well equipped to provide educational clients with the tools they need for success, offering a range of cutting-edge technology services and solutions that enhance and empower classroom learning. Through this approach, Data#3 enables schools to create a modern, flexible, and secure digital classroom that fosters greater engagement, productivity, and innovation in the learning process.
Glencore Technology wanted to migrate their CRM system to Microsoft Dynamics 365 (D365) in the power platform to leverage greater integration, automation and reporting across business platforms.
To maximise the potential of D365, Glencore Technology sought the guidance of an experienced partner. After considering multiple options, they chose to work with Data#3 due to their excellent longstanding relationship and confidence in meeting high delivery standards.
We enjoyed the end-to-end process from inception to delivery and seeing it come alive. Every sprint review was exciting as the concept came to fruition in front of our eyes.
Jo Hardie – Senior Business Analyst, Glencore Technology
Glencore Technology has been marketing technology in the metals and mineral processing industries for almost 40 years. With expertise spanning process and equipment design, detailed engineering, equipment supply and operator training, they provide essential services in some of Australia’s most demanding workplaces.
Microsoft Dynamics 365 (D365) was introduced as part of a digital transformation, to modernise IT systems, leverage cloud based Software as a Service (SaaS) applications for greater flexibility and future proof the scalability of solutions and data management for a dynamic business.
Glencore Technology’s sustainability is built on a passion to constantly evolve their products to solve burgeoning problems of valued clients. As an engineering projects organisation, continuous improvement is in all that they do to drive value to the customer throughout the asset lifecycle. When Senior Business Analyst Jo Hardie joined Glencore Technology, a digital transformation program was already underway.
“We had already started the journey to revamp our systems across the entire architecture. A lot of platforms were reaching end of support, and we were facing challenges with our incumbent on-premises systems. Gathering and combining business data from disparate systems was time-consuming, it could take days to pull together data for reporting.”
Among the roadblocks Glencore Technology identified was a CRM product no longer offering the depth of function now available in modern options, unable to sufficiently grow with the business. Microsoft Dynamics 365 and Power Platform were chosen as an alternative that promised a more intelligent and streamlined environment.
“As the business grew, a major drawcard was looking at automating business process between systems and departments, to get out of spreadsheets and email chains and streamline operations,” explained Hardie.
“This would expedite the turnaround time from a request for quotation, to receiving a purchase order and handover to the delivery part of the organisation.”
A key driver for the project was to ensure that valued resources were supported to work efficiently, using their skills and strengths to add value instead of becoming swamped with manual tasks.
It comes down to optimising your people; when everything is manual, the result is high value resources, performing low-value tasks. As an organisation grows, complexity increases, with more people performing tasks that keep operations running but don’t add significant value. We wanted our teams free to focus on high-value tasks so they could drive value to the business and our clients.
The manual processes were, said Hardie, more likely to lead to errors even from the most diligent employees, especially when working across multiple systems in a complex environment. D365 and Power Apps would give the opportunity for more accurate and real-time information, and Hardie knew that access to support and availability of expertise was crucial if Glencore Technology was to make the most of the opportunity.
“There was a preference for us to select a delivery partner within our local time zone . We knew we needed the support to be readily available when needed.”
“Glencore Technology has had a longstanding relationship with Data#3, and as a premium partner of Microsoft – the accolades for Data#3 stand out for themselves. Working with the team is seamless, they are great people, the communication is fantastic at all levels, the delivery of their work and their support is phenomenal, and they have a willingness to help,” explained Hardie.
“Our organisation thrives on long-term partnerships, and with Data#3 there was a lot of alignment.”
The Glencore Technology team was keen to get true value from the D365 and Power Apps investment, and that meant tailoring it to align with the intricacies of the business. The process began with presales engineers closely examining the way the business operated and identifying the best way to proceed.
“We had presales meetings between both organisations to understand the problem and scope, identify any constraints, and discuss the desired outcomes for the project. When I joined, some time had lapsed since the initial project scoping, so it was important to ensure realignment with the team and to reaffirm the core deliverables,” said Hardie.
“Working with the Data#3 Project Manager, we established trust quickly in the project team, collaborating with SMEs on user requirements. Throughout the Software Development Lifecycle , Data#3 gave us guidance and support, in best practice delivery of agile software projects.”
The flexible approach of the Data#3 team and a willingness to work at Glencore Technology’s pace was important, given the organisation was juggling a number of demanding situations while prioritising the needs of clients.
“It was a challenging time for our organisation and the wider industry as we were still experiencing the impact of the pandemic and many of our people were working from home. We went through a fully remote build, rollout, and support. Glencore Technology was moving between offices, and we still managed the rollout with minimal issues.
“It really helped in our ongoing project that we had a technology stack that could be managed fully online, making it easy to support and work remotely. Interruptions during the pandemic delayed our new office fitout, which meant the rollout happened with our workforce working remotely full-time,” explained Hardie.
Despite working in unusual circumstances, Hardie felt the combined Data#3 and Glencore Technology team stepped up to the challenge. The close alignment and collaboration involved reinforced her assertion that a good cultural fit is crucial when choosing a technology partner, and the outcome reflected this.
“We enjoyed the end-to-end process from inception to delivery and seeing it come alive. Every sprint review was exciting as the concept came to fruition in front of our eyes. We have been able to automate a lot of processes, and power apps complimented our journey with Power BI where we are seeing benefits and synergies as we move more of our incumbent products to the Power platform environment. We have more seamless, integrated reporting.”
The experience of introducing D365 and Power Platform has changed the way the Glencore Technology team views its technology ecosystem, and this has helped to guide forward planning.
“Working with leaders in the IT industry, we have noticed a shift in the product trends of the industry. Previously you would buy a product off the shelf and it would have seven years of life before being replaced by another iteration or another product.
“Now, Software as a Service (SaaS) has continual improvement and features added, which is fantastic. It is great for a business like ours because it allows systems to be as adaptable as we need, and to grow and change with our business. It keeps continuity in our systems for employees, so the user interface isn’t changing as often,” said Hardie.
“We can take the approach of selecting software systems with integral alignment to our long term business strategy. It is a winning component of the platforms we have in place for the future.”
While the technology rollout went smoothly despite the challenges faced, Hardie considered user adoption to be the true gauge of success.
“The adoption was good, with minimal disruption to business activities. That was a testament to the Data #3 team that it was a successful project. We seamlessly managed change with 150 users fully online.
With more processes becoming automated, the quality and timeliness of information has been especially notable. Hardie noted that even the most dedicated of staff can make the occasional typo, and human error is inevitably a factor when tasks are performed manually.
“Data cleanliness is a priority; when people had manual tasks in Microsoft Excel, there was greater potential for error. Now we have more automation, more checks in place to validate our data. The data integrity aspect is second to none, and reducing manual handling errors is so important. We avoid unnecessary double handling of work by pushing data between systems. We now have in real time reporting, we can track changes as they happen, which is invaluable.”
As Hardie’s team and the company’s growing user base gain in confidence, they continue to find ways to capitalise on the new environment.
“We’re receiving feedback that the tools are delivering productivity improvements and that positive impact provides intrinsic value for me. With change there is always some resistance but moving teams through these teething issues to full integration with the system that is the biggest success. It is easy to enjoy the process when you’re working with good people who are passionate about their work, it’s been a fantastic relationship with the Data #3 team.”
Throughout the Software Development Lifecycle , Data#3 gave us guidance and support, in best practice delivery of agile software projects.
Jo Hardie – Senior Business Analyst, Glencore Technology
While the streamlined processes and fast, accurate access to information have been well received, there has also been a profound effect on Glencore Technology’s ability to adapt to an ever-changing business landscape.
“This makes us so much more agile as a business. It frees people’s time from pulling together reports, spending more time on adding value for our clients and our strategic focus,” said Hardie.
Glencore Technology has already been building on the success, finding new ways to automate processes and free up time. The relationship with Data#3 has continued, and Hardie said that she feels reassured to know support is available when needed.
“Their strength is that they openly communicate with customers. Communication is 90% of the battle, and there were no issues in that area, they were ready to help at all levels of the organisation. Whether the support team or the senior leadership, we knew we could reach out and get professional advice. They have been generous with knowledge sharing in the space around emerging topics like AI, they always give us a chance to talk things through with technical experts. This ability to call on people with great talent and receive expert advice, is everything.”
While Glencore Technology is a highly regarded expert in its own area of technology, Hardie concluded that it is of utmost importance to focus on core business and introduce specialist partners to support ancillary business functions.
“This area of technology is not our bread and butter, and we don’t always have the right core competencies readily available in-house, so delivery through partners and strategic alliances is very important for us. The IT industry is evolving at such a pace that it’s hard to stay current on emerging trends and technologies, so having experts in this field and being able to get trusted advice is a wonderful part of the relationship with Data#3,” concluded Hardie.
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There’s a growing consensus that legacy security and network architectures are ill-equipped to keep up with the dynamic nature of modern distributed IT systems and users. This is why Secure Access Service Edge, or SASE, has emerged as the go-to solution for converging network and security capabilities, and securing dispersed and hybrid work environments.
However, implementing SASE architectures is often too complex for internal teams to tackle alone.
In this study, commissioned by Cisco, ESG Research identified six key challenges organisations face – or expect to face – when implementing SASE. Let’s take a look ESG’s key findings (ranked in order of importance) and see how consuming SASE as a managed service through an MSP like Data#3 can smooth the journey.
How MSPs help: MSPs provide transparent communication, tailored solutions, and consensus-building across business units when devising and implementing a SASE strategy.
Before moving forward with SASE adoption, all stakeholders need to understand how the chosen strategy and its underlying decisions impact different facets of the business. Given that SASE often requires a tailored approach considering the organisation’s unique environment and challenges, rather than a one-size-fits-all solution, having proven expertise to shape the solution is an invaluable first step in this process. In our role as an MSP, Data#3 can outline how SASE implementation and management will address the organisation’s concerns and meet its objectives – ultimately providing transparency and assurance around strategy and alignment.
Entrusting the responsibility to a specialised team further alleviates any uncertainties about the technical capabilities needed to see the deployment through to completion.
How MSPs help: Migrating existing security policies to a SASE framework calls for strategic vendor selection, comprehensive managed services, and a clear understanding of the broader security implications inherent in cloud-centric architectures.
Deploying SASE involves transitioning from static on-premises security controls to a unified cloud environment. This shift requires existing policies to be refined, and new ones to be developed in alignment with the SASE framework. Given the risks associated with migrating policies and the potential breadth of impact, it’s not surprising that organisations lack the confidence or internal expertise to execute effectively.
Adding to the dilemma is the fact that the effectiveness of policy migration largely depends on the chosen vendor. For example, Palo Alto Networks offers familiar firewall-centric approaches, while other vendors such as Cisco and Zscaler take a different approach that diverges from traditional firewall policies. So, in most cases, simply transplanting traditional firewall policies into the cloud will not work.
An MSP that understands the nuanced complexities of SASE and vendor offerings will deliver a far more holistic solution that goes beyond policy management. For example, at Data#3, we offer a differentiated approach by not only migrating and managing policies, but also providing incident management services, including incident detection, notification, and remediation assistance. Or if an organisation lacks the resources or expertise to establish a Security Operations Center (SOC), partnering with an MSP like Data#3 can serve as a valuable stepping-stone towards achieving SOC capabilities.
The takeaway here is that making use of the skills, knowledge, and experience of MSPs like Data#3 is the key to deploying tier 1 security solutions more effectively.
How MSPs help: MSPs guide organisations towards the adoption of zero-trust security, addressing the complexities of implementation and ongoing management while aligning policies with evolving threats and compliance requirements.
Boards, cyber insurance providers, and governments are all crying out for the adoption of zero-trust – and for good reason. But zero-trust is often misunderstood as a product rather than an architecture. In reality, zero-trust looks different for each organisation and should be adopted as a policy-based access approach, not a single vendor solution.
Implementing zero-trust security is hard. Doing it well is even harder. However, SASE as a managed service completes an important piece of the zero-trust puzzle. MSPs can help establish and oversee policies, guiding organisations towards the realisation of true zero-trust (remember, zero-trust is an ongoing journey rather than a one-time solution) with ongoing management and maintenance wrapped up in the service.
How MSPs help: MSPs deploy leading SASE solutions and back them up with continuous monitoring and rapid incident response, protecting against security threats around the clock.
Correlating security and network data, with the expertise needed to interpret various tools and datasets, enables the accurate assessment of risk and fosters a safer digital environment. However, navigating this terrain without seasoned experts increases risk. The multitude of disparate tools and data sources creates complexity, hindering the attainment of a comprehensive view and concealing vulnerabilities and potential security events.
Data#3 helps you adopt streamlined solutions that transcend traditional siloes and avoid these gaps. With right-fit SASE solutions in place, we can assess users’ activities and determine if they are venturing into potentially dangerous territories. Or we can offer management solutions that trigger incident reports for more proactive intervention. We also provide expert oversight and incident response capabilities, even during non-business hours. This proactive approach contrasts with other MSPs that may only notify of issues without providing an immediate expert response.
How MSPs help: MSPs can help you recognise and realise the benefits of consolidation, standardisation, and continuous updates offered by solutions like SASE.
With SASE, the control plane for users shifts to the cloud, consolidating potentially numerous firewalls and other perimeter security platforms into a single cloud-based interface. This is particularly helpful when it comes to simplifying policy management and ensuring consistency across the network. Instead of configuring multiple policies for each firewall, organisations can maintain a single policy that applies universally. Standardising policies like this is a big plus for compliance efforts, particularly when it comes to audits.
Consider also the “evergreen” nature of cloud-based solutions. They eliminate the need for manual patching, ensuring consistent access to the latest security features and updates. This uplifts security and reduces maintenance and operational costs while avoiding unplanned downtime through patching gone wrong.
Taking a DIY approach to replicating policies across multiple sites is not easy; we’ve seen many customers stumble when attempting it on their own. Relying on the expertise of MSPs to help you achieve an all-cloud-based solution will ensure a far more efficient implementation, seamless policy replication, and ongoing support for your cybersecurity infrastructure.
How MSPs help: MSPs support organisations to focus on the benefits of SASE without being bogged down by vendor selection choices.
While there is a relatively limited selection of traditional firewall solutions, the abundance of SASE solution options available in the market makes it hard to get cross-functional agreement. With several high-profile vendors gathering attention, and new vendor acquisitions seemingly every other week, you will want help selecting the right ones for your organisation.
Working with an MSP like Data#3 alleviates much of this decision-making burden. MSPs possess expertise across a wide range of solutions and are well-versed in simplifying the vendor selection and implementation process. They know the capabilities, functionality, and integrations you will need, and which solutions will deliver on your SASE strategy – all while taking into account your existing investments.
When it comes to Cisco solutions, Data#3’s capabilities are unmatched in Australia. We also appreciate that less tangible aspects like culture and approach are as important as technical expertise. Our customers trust us to deliver, and we prioritise earning and maintaining that trust – which is why we were awarded Cisco’s APJC Customer Experience Partner of the Year.
Get in touch with our team to explore the agility, security and cost benefits of Cisco’s SD-WAN and SASE technologies – supported by Data#3’s highly honed managed services.
July 11, 2024; Brisbane, Australia: Leading Australian technology services and solutions provider, Data#3, is proud to announce the ribbon-cutting and launch event of a new state-of-the-art Security Operations Centre (SOC) located at the Data#3 Head Office based in Brisbane.
This new service is powered by SecurityHQ, an esteemed global cyber security company and a renowned international SOC provider, exemplifying the pinnacle of cyber security excellence. Together, SecurityHQ and Data#3 demonstrate a joint commitment to delivering unparalleled security solutions that meet the highest standards of data protection and sovereignty.
Brad Colledge, CEO and Managing Director of Data#3 expressed his enthusiasm for the new facility: “The opening of this SOC marks a significant milestone in our journey to provide unparalleled security services to our customers. Security remains the top priority for business and technology leaders, and with the ever-increasing threat landscape, this facility is another strategic investment towards alleviating the burden on IT teams. It allows them to focus on transformation projects and shaping their digital future.”
Richard Dornhart, National Security Practice Manager at Data#3, added: “Organisations today must balance limited resources with the relentless pace of market disruption. Our Managed SOC services represent a competitive advantage for our customers, driving digital transformation without distractions. We see this as an opportunity to help our customers improve service delivery, increase agility, and extend service coverage, all while significantly reducing ICT risk.”
“The unveiling of the new next-generation SOC is a testament to the strong partnership between SecurityHQ and Data#3, and underscores each of our commitment to serving as an extension of our Australian and Queensland customers’ IT and Security teams. Together, we help provide the essential elements these teams need to protect their organisations – time and insights. SecurityHQ already provides a 62% lower noise-to-signal ratio than leading competitors, and this further investment will only help to increase this gap in the region,” said Feras Tappuni, CEO at SecurityHQ.
“The presence of SecurityHQ representatives at this momentous occasion underscores the importance of this collaboration to provide a service that meets the specific needs of Australian businesses. We are excited to open this SOC and bring such a valuable service to Queensland and Australia,” concluded Dornhart.
Data#3’s Managed Cyber Security services deliver relentless protection, swiftly identifying and mitigating security incidents around the clock, with 24/7 threat monitoring, detection, and response. Data#3 has one of the most mature and highly accredited security teams in Australia. By leveraging its expert cyber security specialists, and trusted partner SecurityHQ, the team deliver unparalleled visibility and protection against cyber threats.
June 27, 2024; Brisbane, Australia: Leading Australian technology services and solutions provider, Data#3, is proud to announce that it has been named as the winner of the 2024 Worldwide Surface Reseller Partner of the Year Award, for the second consecutive year.
Data#3 today announced it has won Surface Reseller 2024 Microsoft Partner of the Year Award. The company was honoured among a global field of top Microsoft partners for demonstrating excellence in innovation and implementation of customer solutions based on Microsoft technology.
“Data#3 is thrilled to take home this highly esteemed global Microsoft recognition. This accolade reflects our deep commitment to delivering innovative, transformative customer solutions from Surface to cloud with Microsoft technology,” said Brad Colledge, Chief Executive Officer and Managing Director at Data#3.
“Our close collaboration with Microsoft is evident through our significant investments in Microsoft capability, reflecting our longstanding relationship and aligned strategies. For example, our participation as a select few in the Early Access Program (EAP) for Microsoft 365 (M365) Copilot represents our ongoing commitment to ensuring our customers can utilise cutting-edge technology and insights to help deliver their digital future.”
Data#3 National Practice Manager for Microsoft, Scott Gosling, commented, “We are honoured to receive a global Surface accolade for the second year in a row. This is truly a testament to our collaborative efforts with Microsoft and our shared vision for the modern workplace.”
He added, “Our experience in the EAP positions Data#3 as a model for the modern workplace, enabling us to provide customers with informed advice and robust business cases for integrating Surface with AI. We’re already witnessing how the integration of Surface devices with AI is enhancing operations across various industries, including healthcare, education, and energy. As we celebrate this recognition, we’re excited to continue our collaboration with Microsoft, driving technological innovation and helping our customers achieve exceptional outcomes.”
The Microsoft Partner of the Year Awards recognise Microsoft partners that have developed and delivered outstanding Microsoft Cloud applications, services, devices, and AI innovation during the past year. Awards were classified in various categories, with honourees chosen from more than 4,700 nominations from more than 100 countries. Data#3 was recognised for providing outstanding solutions and services in Australia.
The Worldwide Microsoft Surface Reseller Partner of the Year Award recognised Data#3 for demonstrating outstanding leadership, and for providing superior Microsoft Surface solutions and services to customers.
“Congratulations to the winners and finalists of the 2024 Microsoft Partner of the Year Awards!” said Nicole Dezen, Chief Partner Officer and Corporate Vice President at Microsoft. “The momentum generated by numerous AI and Copilot announcements this year fuelled innovation from our partners, enabling groundbreaking services and solutions to customers. I am inspired by the capability and creativity in our partner ecosystem and this year’s winners beautifully demonstrate the best of what’s possible with AI and the Microsoft Cloud.”
The 2024 Microsoft Partner of the Year Awards are announced ahead of MCAPS Start for Partners, our digital event on July 10th and 11th. Partners will receive recognition at MCAPS Start for Partners ahead of in person celebrations during the week of Microsoft Ignite in November. Additional details on the 2024 awards are available on the Microsoft Partner blog: https://aka.ms/POTYA2024_announcement. The complete list of categories, winners and finalists can be found at https://aka.ms/2024POTYAWinnersFinalists.
With many years of experience providing devices to government and business customers, Data#3 has developed quality assured processes, ensures the best device turnaround so customers have the devices they need, when they need them. Its large team of supply chain and logistics specialists, working across three states, are dedicated to making sure customer devices arrive on-time and ready to just switch on and go.
Morgans needed to enhance its IT services to better support its people 24/7, by progressing to a hybrid working environment, and improving its procurement and management services.
The in-house team evaluated multiple providers and performed reviews in line with their policies to deliver a series of projects for digital transformation. Morgans selected Data#3 due to its previous relationship, demonstrable experience and shared culture.
We wanted the way we were interacting to feel like our partner was just an extension of our internal resources, and for it to feel organic as we moved to a partnership model for managed services, so Data#3 was a natural fit.
Matt Neubauer – CIO, Morgans Financial Limited
Morgans is a full-service stockbroking and wealth management network, with over 500 authorised representatives and 950+ staff servicing more than 240,000 clients across Australia.
With technology playing an ever-growing role in the organisation, Morgans needed a true partner that would help them to harness their full potential. They wanted to work with someone they could trust to handle the day-to-day, while they focused on business growth activities.
From modernising and improving efficiency to providing new services, the IT team at Morgans is on a continuous quest to fulfil its role as a business enabler. For CIO, Matt Neubauer, it is important that while overcoming the everyday challenges of managing IT, that they could also see the big picture and recognise progress.
“When we first worked with Data#3 some five years ago, we were running Lotus Notes, we were developing systems in-house, we had a data centre four times the size we see today. It was very much an internal cloud environment, and cloud wasn’t a thing then.”
Rather than source technology partners for every individual project, something that would lack continuity and potentially drain time and attention, Neubauer was keen to develop a more enduring relationship. Although the right technical capability was a given, it was clear that an IT provider needed to be a strong cultural match, and to mesh well with Morgans.
“We were reliant on the skills, expertise and advice of our IT partner, and we needed them to play a role in guiding our direction from a technology perspective. Technology is a never-ending story: by the time you have finished one thing, you are already looking at something else, so it is a fast-moving space. You need to have access to trusted advice.”
As the role of IT grew and evolved in the business, and users’ needs went beyond the traditional 9-5 workday, the role of the in-house IT team adjusted to match. Rather than simply add out of hours support, Neubauer evaluated how to best use the strengths of his own team, while ensuring that the day-to-day operations were covered.
“When we were looking at our capability at that point, we decided as a business what was our strategic direction and where to invest our time, funds and resources. We decided that our internal focus should be where we can differentiate, and looked at the things we could do very well that were unique to Morgans.
“When it came to managing our data, network and servers, we looked at using a partner we could trust that not only had the capability, but also the flexibility to scale when needed.”
The IT skills shortage added weight to the decision to seek a managed services solution to fit the Morgans business environment. While 76 percent of Australian businesses are looking to hire skilled IT staff in 2024, half are finding themselves having to outsource overseas, with cyber security leading the hard-to-fill areas of expertise.
“We looked at the times we needed to cover, and we would have had to double our team to facilitate it, because we can’t cover both out of hours and business hours. We were not willing to compromise on keeping it onshore.
“We wanted all of the capabilities and resources to fit, we needed data sovereignty to remain in Australia, and we wanted company culture that matched ours. We wanted the way we were interacting to feel like our partner was just an extension of our internal resources, and for it to feel organic as we moved to a partnership model for managed services, so Data#3 was a natural fit,” explained Neubauer.
Morgans has significantly benefited from Data#3’s expertise across several business transformation projects, incorporating a suite of technology from Cisco, Microsoft, and Veritas to better support the hybrid workplace.
Leveraging the depth of knowledge and experience within this partnership, the strength and value of their relationship have become evidently invaluable. From migrating to Microsoft 365 and implementing Windows 10 to deployment of a Cisco Meraki SD-WAN and adoption of Microsoft Surface devices, the in-house IT team and Data#3 teams have worked shoulder to shoulder towards common goals.
“This gave us confidence when we were proposing a managed services partnership. We have similar values, and we are both Queensland based, so there is a lot of alignment there. The board felt very comfortable using Data#3 as a partner because they had already shown we would be in safe hands,” recalled Neubauer.
The transition to a managed services model was a process that Neubauer felt required experience and a well-designed process. As it was, the collaborative approach and tested Data#3 methodology meant that for most of the business, the managed services handover was a non-event.
“With each new development in our technology journey, it was as if the business didn’t know anything had changed. Someone working in one of the branches would be none the wiser. That was exactly what we hoped for – it is like when you turn on the tap and there is no hot water, you might curse the plumber, but you don’t thank them for every day it works perfectly. It is the same with IT, it is when something is wrong that you hear about it, so when it is quiet, we are happy.”
For the in-house IT team, though, Neubauer noted there were some more noticeable outcomes, including reduced stress and more time to focus on high value business enhancement activities.
“The biggest measurable difference was a reduction in incidents, especially those caused by patching limitations. These often crop up out of hours, and with the size of our team, we didn’t have people looking at patching on weekends and early mornings. Data#3 flags those things as they occur and by the time we walk in, most are already remediated.”
“It is great to avoid that Monday morning firefighting, because that sets the tone and used to consume time. Which also meant our people sometimes had to wait to access systems they needed to do their jobs.”
Amidst an increasingly complex cyber security landscape and facing ever more sophisticated threats, this important security measure was among the improvements that Neubauer was clear should not be underestimated. Central to the Australian Signals Directorate (ASD) Essential Eight measures, prompt patching greatly reduces vulnerabilities and cuts the window of opportunity for cyber criminals.
“It is becoming critical really in terms of the breaches we are seeing in different vertices, and once again we are very comfortable with Data#3’s security posture and the investment they are making to protect their customers’ data.”
Procurement, too, is an area where the Morgans team has welcomed Data#3’s expertise. Having access to a wealth of specialists has helped to make sure that investments are well planned and that the financial business can get the best return for its technology spend.
“We do our own research and keep a finger on the pulse of what’s happening in the market, but it is so fast moving that we can’t be across it all. Another value that Data#3 has given is that they are a large business with specialists in different vertices, so we can engage and get them to do a market scan, or to do research on our behalf. We have done this a number of times when we have not known the solution but can articulate what we need to achieve,” said Neubauer.
“Then, when we have worked out the right outcome, they work with a range of vendors, and can negotiate to get us the best return on investment and manage our assets efficiently.”
For me, Data#3 is the epitome of the concept of a trusted partner. They are always someone we can call when we are looking at the next stage of growth, or when facing an emerging challenge. They will put Morgans first, give us sound advice, and recommend the appropriate path for us.
Matt Neubauer – CIO, Morgans Financial Limited
To get the optimal outcome from an ongoing relationship, especially in a managed services scenario, Neubauer said that a true partnership is necessary. That, to him, means feeling that they want Morgans to achieve a successful outcome just as much as he does, and will place that above their short-term goals.
“For me, Data#3 is the epitome of the concept of a trusted partner. They are always someone we can call when we are looking at the next stage of growth, or when facing an emerging challenge. They will put Morgans first, give us sound advice, and recommend the appropriate path for us.”
On occasion, that approach has meant that Data#3 has sometimes chosen not to take on a project, instead connecting Morgans with their extensive network of technology partners.
“There have been some instances where we haven’t used them based on the advice they have given. For example, when we have been working on a technical solution that isn’t one of their strengths or in their wheelhouse, our account manager will call out that it isn’t one of their specialities and will recommend a partner with the right specialised skills for the project. There are a lot of vendors who are keen to get whatever business they can, even if outside their skillset, which leads to subpar results.
“If Data#3 is engaging on a project, they won’t accept anything below an excellent outcome, what they commit to achieving, they will make good on that commitment.”
The true test of a partnership, concluded Neubauer, is knowing that you have an extended team of resources that are every bit as much there for you in difficult moments as they are to share in your successes.
“Data#3’s strength boils down to the definition of a solid partner, someone that you can call when things don’t go well and they’ll pick up the phone, they’ll be in your corner to make things right with a mutually agreeable outcome. They will go to bat for you.”
“Our Data#3 Account Manager has been on some internal calls for Morgans looking out for Morgans’ interests even if they are not necessarily of benefit to Data#3. They are collaborative, transparent, and they tell things as they are,” concluded Neubauer.
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