In 2019 Defence embarked on a major upgrade of its PROTECTED and SECRET ICT networks to immediately improve performance and user experience. The Chief Information Officer Group
established a Network Stability Taskforce to take this work forward.

The combined taskforce was a concentrated surge activity led by Defence but heavily supported by our contracted commercial service providers and other elements of industry, working together to achieve the mission. Our industry partners noted that this focused collaboration was an extremely effective way to cut through process and rapidly achieve outcomes.

The Network Stability Taskforce concluded in December 2019. Its work resulted in many
improvements to the environment and an enhanced user experience:

• There was a 54 per cent reduction in incidents affecting the PROTECTED network.
• There was a 40 per cent decrease in call volume to the ICT Service Desk.
• Chief Information Officer Group’s user experience rating rose and is now well above the long-term average.
• Positive feedback increased by 13 per cent.
• Escalation requests dropped by 66 per cent.
• Complaints dropped by 50 per cent in November to December 2019 alone.

These improvements have also assisted in providing a stable network for Defence’s response to Operation BUSHFIRE ASSIST 2019–2020 and to support our response to COVID-19.

Work continues on achieving long-term tasks that the taskforce began. This work is incorporated
into Plan BURRUT’TJI—Chief Information Officer Group’s campaign plan to improve operational
outcomes, take advantage of emerging technology and innovation, and drive reform to ensure appropriate resources are managed and assigned to agreed and considered Defence ICT priorities.

Chief Information Officer Group seeks to continue collaborative partnerships with industry in the
spirit of One Defence and becoming true partners to support Defence’s mission.