National Broadcaster Application Managed Services

The Client

As a leading broadcaster in Australia, the client has some 4000 staff operating over a diverse range of businesses including television, radio and digital. The clients services are conducted across all states and territories and are instrumental in providing news and knowledge to a diverse range of communities.

The Business Problem and Outcomes

Smart WFM commenced working with this client in 2023 after undertaking a successful RFP process which was seeking a partner to perform Application Managed Services (AMS) over a multi-year period.

The client was looking for a partner that could become part an integral part of their business support team.  The brief was two fold:

• Work with them to bed in the system that recently went alive,  and
• Drive on-going continuous improvement from a people. process and technology perspective.

Smart WFM was selected to complete this engagement due to its ability to understand the customer; what they are looking to achieve and alignment to the business strategy from an operational and strategic perspective.  Smart WFM achieves this via a dedicated customer success and technology delivery team along with joint accountability for business and technology outcomes.

The Project

Smart WFM  conducts its AMS in a structured fashion.  There are three part to our AMS offering:

• Transition-in
• Operate, and
• Optimise

As part of our transition-in we diligently unpack the client ways of working, define our joint accountabilities and responsibilities and set-up our customer success teams. 

Our operate services ensure that we engage with the client business as usual team to supplement and support their operating model to enable optimal people, compliance and productivity-related experiences for our customers people.  In this particular example a lot of focus was placed on existing integration which required focus to improve run-times and maintainability.

Our optimise services take a bigger picture look at where our customers are heading over the medium to longer team and ensure we focus on people, process and technology related improvement.  This is unique for every customer who adopt our AMS services and in this particular client our initial focus is on compliance-related improvement.

Number of employees

c. 4000 employees

Technology

• UKG Pro Workforce Manager (WFD, Workforce Dimensions)
• SAP SuccessFactors HCM integration 
• SAP ECC payroll

Go-Live

Approximately June 2023 with AMS services commencing November 2023.