The Department of Human Services

The Department of Human Services (the department) touches the lives of around 99 per cent of Australians through the delivery of health and welfare payments and services. Services are provided through a variety of channels including digital, telephone and a network of over 400 service centers across Australia. The department is focused on delivering the government’s agenda of improving the delivery of payments and services, modernising service delivery, and reducing red tape.with partners and allies.

Situated within the Telstra Services Operation Centre (TSOC), CitadelTech operate a dedicated onsite national VNOC. This involves multiple onsite concierge services, supporting the end-to-end management and operation of over 600 conferences per month, and management of over 250 endpoints throughout Australia. The dedicated VNOC supports more than 300 locations throughout Australia.

Solutions & Services
  • End-to-end Video Collaboration & Communications Services
  • Consulting & Design
  • Project Management Implementation
  • User Testing & Acceptance
  • Secure Environment
  • AMX
  • Cisco
  • Crestron
  • Extron
  • Hallam
  • Mitsubishi
  • Samsung
  • Sony
  • CitadelTech’s VC&C Solution Design Methodology
  • PMBoK
  • ITIL v3

The Business Need

In 2001 Centrelink required a trusted and experienced Video Communications and Collaboration partner who could consult, design, install, manage and support all VC&C equipment in a secure environment.

Now in 2014, the now Department of Human Services still engages CitadelTech as its preferred VC&C provider via Telstra.

DHS have required a range of industry led but security focused solutions. This included designs and flexible support services to ensure operational costs were predictable and controlled.

This included the ability to provide a dedicated Videoconferencing Network Operations Centre (VNOC) that would support DHS requirements at over 300 disperse locations in Australia.

CitadelTech remediated and reformed the DHS VC network including four VC Data Centres and all VC sites across the complete DHS network. We integrated all agencies in the DHS portfolio.

CitadelTech’s Answer

In 2001 CitadelTech was the preferred Integrated VC&C provider to Centrelink. Following the formulation of the Department of Human Services (DHS) over the past two years and Telstra’s successful win of a major ICT contract, CitadelTech continues to be DHS’s Integrated VC&C provider of choice.

CitadelTech was engaged by Telstra to consult, design, implement of provide ongoing maintenance and support services for DHS’s National Videoconferencing Network.

Prior to the formulation of the DHS as a Federal Government Department, CitadelTech provided the same managed services to Centrelink and Medicare for approximately eight years.

As Telstra and DHS’s VC&C technology support partner, CitadelTech has maintained a continuous and sole supplier relationship with Telstra and the DHS for the design, supply, and implementation of various technology and operational enhancements to the DHS Video Network as requirements and technologies change. All services are aligned to our Quality Assurance Processes and industry standard methodologies and certifications including: ITIL v3, PMBoK and ISO 9001:2008.


Flexible and agile service delivery due to inherent knowledge and length of relationship; and reduced travel costs.