Case Studies

Australia Post’s customers see improved parcel tracking

Tracking deliveries effectively through the postal system

Overview

In 2013, Telstra announced a new deal with Australia Post, valued at $71 million, to provide the hardware, software and network required for tracing deliveries through the postal system. Australia Post, known for its traditional mail delivery services was transitioning towards providing end-to-end tracking for its customers. With regular postmen and couriers using more advanced parcel scanners and tracking systems, customers can expect an improved service.

As part of this deal, Telstra would provide enterprise-wide network solutions that included Telephony, Data, Video Conferencing and Contact Centre services as well as assist them in uplifting their capability in these areas.

For Telstra to fulfil this deal, they engaged Terra Firma to assist them in the development of an ITIL-aligned Service Management Framework that including the usual service management components, such as, service requests; incident, problem, change, asset, capacity and availability management; event monitoring; reporting and service level management.

What did Terra Firma do?

Terra Firma played a key role in the contract Telstra had with Australia Post. Initially, we performed a contract review to extract the contractual requirements in order for us to scope the work we were to do. We then went about engaging the key Telstra stakeholders in order to compile a matrix that outlined the business requirements for baselining each project within the broader program of work, so that each project stream was effectively scoped.

A substantial deliverable on this engagement was the development of the ITIL-aligned processes and procedures, including incident and service requests. Through extensive consultation with the client’s product teams and Australia Post’s IT teams, we developed comprehensive support documents and product traceability matrices for operational teams. This involved facilitating workshops with key Telstra stakeholders, conducting reviews with Australia Post SMEs to validate processes, and executing thorough end-to-end and user acceptance testing prior to the deployment of services within Australia Post outlets.

Another key deliverable was an end-to-end deployment strategy to transition all of the Australia Post network devices to the Telstra network. As a large transition, this was done over a period of months. We then worked closely with Telstra’s internal teams to oversee the deployment of devices across Australia Post sites.

Client Outcomes

Telstra fulfilled their contractual requirement by successfully migrating all of the Australia Post outlets, including retail (post offices, licensed post offices) and non-retail (distribution and mail centres, head office) sites onto to the Telstra network.

For Australia Post, this program was a huge milestone as it moved them several steps closer to reaching their goal of having 100% scanning and tracking capabilities for parcels and improving the end-to-end customer experience.