2012 Annual Review Delivering enduring value for every customer ...

Annual Review2012-2013

www.datacom.co.nz | www.datacom.com.au 1

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Chairman’s Report

Group Highlights

About Datacom

Cloud Services & Datacentres

Information Technology Management

Software & Integration

Business Process Outsourcing & Payroll

Corporate Social Responsibility

Our Awards

Financial Reporting

Directory Listings

Our Clients

2 Datacom Annual Review | 2012 - 2013 www.datacom.co.nz | www.datacom.com.au 3

agreement, Datacom purchased a site and commenced the construction of a new datacentre in Hamilton scheduled for completion in early 2013.

Other significant new customer wins included outsource contracts for ACC, WHK and Fulton Hogan, and the very large software development contract to redevelop the immigration system for the Department of Labour.

The coming year will see continued investment around the provision of Cloud and hosting services to government and commercial business, the transition of new customers and the continual adaption required to keep services relevant to customers across the IT and BPO New Zealand markets.

The Australian/Asia Systems businesses performed very well as a group with revenue up 12% and profit up 15%.

The Australian market provides very different growth opportunities across the six states in which Datacom operates. The challenge for the next year will be to improve in the “non-mining states”, particularly in NSW where a sluggish

economy and high cost structures make profitability difficult.

Interestingly two of the new business wins during the year, being WHK and Fulton Hogan, were joint trans-Tasman bids requiring delivery from both New Zealand and Australia. Datacom is now actively pursuing further trans-Tasman work of this nature.

Connect, Datacom’s contact centre business in Australia, Malaysia and the Philippines, continued to focus on growth opportunities particularly in Asia and for Federal Government business in Australia. This, combined with an established presence now in China, means the company is very well positioned to provide high-end customer service and technical solutions across the Asia-Pacific market for regional and global customers.

The Group’s year-end net cash balance remained at a similar level to that of last year, being $23.6 million compared to $25.9 million. Prudent cash management and minimising borrowing remains a priority for the Group. During the year, $30.0 million of cash was applied to

capital expenditure, with significant investments in purchasing land for the new Hamilton datacentre as well as commencing construction, expanding current datacentre facilities and building new Cloud infrastructure capabilities in New Zealand and Australia.

Datacom remains in a strong financial position with shareholders’ funds at $136 million and an equity ratio of 41%.

Staff numbers increased during the year by 13% to 3,811, with 2,007 in New Zealand (an increase of 8%), 1,046 in Australia (up12%) and 758 in Asia (up 33%).

In summary, the highlights of the year’s performance were:

• Total operating revenue was $788.0 million, up 9%.

• Profit before tax was $40.4 million, up 4%.

• Profit after tax was $25.0 million, up 12%.

• Staff numbers up 13%.

Chairman’sReport

Chairman’s Report

On the revenue side, growth was evenly spread with the New Zealand turnover at $375 million, up 8.3% on last year, while Australia/Asia at $413 milion was up 9%. A major portion of the revenue growth across the business was in IT management and datacentres which reflects the large number of new customers secured in this area.

At 31 March 2012, the Group was showing a 10-year compound annual growth rate of 14% for revenue and 10% for profit. These figures have been remarkably consistent over recent years and reflect the Group’s ongoing underlying financial stability.

The year for Datacom New Zealand was marked by steady growth in income, a stable profit position and outstanding new contract wins which position the business well for future years.

A highlight was the signing of a Lead Agency Agreement with the New Zealand Government for an initial term of 10 years to provide datacentre hosting and Cloud services to government agencies.

As part of the commitments under this

Your directors are pleased to report on another successful year for Datacom with revenues up 9% and net profit after tax up 12% for the year ending 31 March 2012.

Revenues increased from $725 million last year to $788 million this year, while profit after tax grew from $22 million to $25 million.

For the year ended 31 March 2012


GroupHighlights

Group HighlightsOur Financials

Year ended 31 March 2012:

• Total operating revenue $788 million, up 9%.

• NPAT $25 million, up 12%.

• 10-year CAGRs: 14% revenue; 10% profit.

Half-year ended 30 September 2012:

• Revenue up 15% on the same period in 2011.

Our Growth

• We grew the South Island regional presence with five additional staff in both Dunedin and Nelson and a new office opening in Invercargill.

• Growth in Australia required new offices for Australia Capital Territory, South Australia and Western Australia while new floor space was taken in Queensland.

• Datacentres grew with the acquisition of the new Western Australia Datacentre and strong sales, resulting in both this branch and the Victorian datacentres to be at capacity.

• Acquisition of Australian Payroll and SAP Business.

• We increased staff numbers by 13% to 4,000 staff, across New Zealand, Australia, Malaysia, Philippines, China and North America.

Our Rankings

• Datacom makes up about 10% of the technology sector.

• In New Zealand, we ranked second after household name Fisher & Paykel Appliances.

• Software development more than five years at number one.

• Application Management from number five to one in five years.

• From number five to one in IT Outsourcing in five years.

• Held number two position in Hosted Infrastructure while the market grew.

• In Australia our ranking is rapidly growing; we are now placed in the top 10 by our suppliers.

• The Asia business is recognised as the number one multilingual contact centre in Malaysia.

Our Success

• We rose in service provision by more than 10% by “bucking the trend”, which saw a drop in service level provision for other ICT providers.

• While the Cloud industry is proving unprofitable, our solutions have created real business value and traditional services have grown profitably:

» Sucrogen has placed its business critical infrastructure, DR solution and managed services into our Cloud solution

» Victorian State Emergency Services is now using our Cloud for speed, resilience and to save more lives.

• Trans-Tasman services and IT transformation is becoming more common, with clients such as WHK.

Chairman’sReport

Dividends

Dividends of $1.40 per share were provided for during the year. Interim dividends of 70 cents each were paid on 27 September 2011 and 8 February 2012 respectively. No final dividend was provided for or paid as directors decided to cancel the final dividend to minimise the borrowings required for this year’s $26.5 million investment in constructing the new Hamilton “Kapua” datacentre.

Directors

Messrs B J Roche, M D Yeoman and A D Hawke retire by rotation and, being eligible, offer themselves for re-election.

Auditor

It is proposed that the auditor, Ernst & Young, continues in office in accordance with Section 200(1) of the Companies Act 1993.

Disclosures

The shareholders of the company have exercised their rights under Section 211(3) of the 1993 Companies Act and unanimously agreed that this Annual Report need not comply with paragraphs (a) and (e) to (g) of Section 211(1) of the Act for the year ended 31 March 2012.

Appreciation

With over 4,000 staff now on the Group’s payroll and another successful year completed in Datacom’s history we again turn to thank our primary asset, being every individual staff member. We only achieve the high-quality service we deliver to our customers through the dedication and commitment from all our employees.

Continually delivering top-level service is not always easy but across the board we achieved a high and consistent level of performance during the year.

On behalf of the directors and myself, I would like to record our thanks to all staff for their efforts over the last year.

For and on behalf of the Board.

J W Holdsworth Chairman, Datacom Group Limited


initiative, applied locally, amplified by company know-how and infrastructure.

The highlights and achievements for the year 2012 shown in these pages bear testament to our abilities. We have grown across our different sectors, markets and geographies – despite the challenging current economic trend. Both our geographical footprint and our portfolio of services continue to expand, without compromising our local presence and commitment.

To Datacom, every customer is different and each is attended to by our people within their respective business environment.

For Every Customer

Datacom continues to grow because we genuinely embrace our values: we are open, we do the right thing, we prove our promise and we optimise outcomes by collaborating across our diverse geographies and disciplines and with our partners. We are a people-focused, customer-facing company with a high level of on-the-ground accountability. So we can be flexible and nimble in our decision-making and the ways in which we work.

Above all, Datacom’s characteristic attribute is that we cannot sit on our laurels – we want to always take the next step for and with our clients, suggest the next improvement, offer the next opportunity.

Through Fresh Thinking

We will carry on making a demonstrable difference for our clients. Our ‘future-facing’ recognition of emerging opportunities and technology trends will fuel our continuing growth in 2013 across New Zealand, Australia and Asia. And our capability and culture will ensure delivery of enduring value to every customer through our fresh thinking.

“Datacom has shown significant growth in a challenging economic climate. We have been able to do this because we have been at the forefront of a technology landscape that is changing faster than ever. However, as important as cutting-edge technologies and service delivery are to Datacom, so too are our relationships. Our staff, clients and partners share a common passion for change, innovation and delivering sustainable outcomes. Together, we have achieved another year of outstanding results and we anticipate that this success will continue.”

Jonathan Ladd – Group CEO

Our Purpose

AboutDatacom

Our role: to design, build, assemble, deliver and operate technology platforms, software and services that enable organisations to meet business demand, challenges and opportunities.

The efficiency and refinement of such systems and services distinguish an organisation. An edge in time-to-market, a discernible improvement in customer service or a reduction in cost can translate into sustained advantage for our clients. Datacom’s paramount purpose is to deliver that advantage.

To Deliver

To do that, we invest in world-class capabilities and people. This ensures we are able to provide our clients with value-for-money services and products as a top priority.

We have been able to grow successfully through our strategic thinking and significant expertise in our sector, as a result of our current investments in Cloud services, datacentres, social media, security, mobile technologies and contact centres. Underpinning all this is a commitment to, and understanding of, our clients’ businesses – an approach that has seen us establish and maintain long and fruitful client relationships and achieve substantial industry, sector and global recognition.

At Datacom, we know that every engagement must sustainably provide better outcomes and greater value for our clients than they would otherwise have realised without us. We will always consider the long term as well as the here and now.

Enduring Value

Behind all Datacom’s successes are our people. We attract and retain some of Australasia’s most highly skilled IT and service professionals. With now over 4,000 staff, operating across five countries, we believe in the value of individual skill and

At Datacom, we know that information technology applied correctly and intelligently makes a demonstrable difference to our clients’ businesses in a world of high expectations and limited resources. For that reason, we strive to push technology boundaries to ensure that our clients are the first to benefit.

To deliver enduring value for every customer through fresh thinking


“Our partnership with Datacom emerged through an exhaustive selection process, during which we identified Datacom as a strong IT partner rather than just simply a service provider.”

Steve Cunningham – Manager, ICT, Royal Flying Doctor Service (Queensland Section)


in monthly power costs. Building on this experience, and recognising the earthquake risk in the lower North Island of New Zealand, a sister facility (to be known as the Kapua, the Maori word for cloud), is under construction in Hamilton and on track to open in February 2013.

A key factor in our location choice is that the separation between Kapua and Orbit meets the most stringent disaster recovery requirements – as imposed by the New Zealand Government on its own systems. While 125km apart, these two purpose-built facilities are close enough to support the highest-performance-available synchronous Storage Area Network (SAN) to SAN data replication. This means Datacom can provide an unmatched foundation for critical IT systems including Datacom’s Cloud Service.

Expanding to Meet Demand

Our datacentres in Australia continue to expand with major investments in additional capacity being made in Perth and Melbourne.

Increasingly, Datacom’s entire range of expertise and capability, and that of third parties, is being rolled into a single Cloud-style service. This is familiar territory for our IT Management business where, for decades, our customers have enjoyed output-based pricing, economies of scale, transparency, flexibility and a single point of accountability.

Almost all Datacom-managed services customers now use DCS to some extent or another with the hybrid approach being the norm. The convenience and low technical risk of connecting customer-owned equipment via a 200km fibre-optic cable to the DCS when these are housed in the same datacentre are particularly difficult to resist.

Our Cloud-based Payroll suite – Datapay, EasiPay and NetPay – continues to grow, as does our Cloud-based regional and city council online services suite, Customer Connect.

In March 2012, Datacom completed the acquisition of Melbourne-based Enterprise Support (now known as

Datacom Business Systems) which provides hosted payroll and HR-based services using SAP software. This service is now hosted by DCS.

Clients continue to be added to Datacom’s Cloud-based CRM offering based on the Microsoft product suite. Other potential Cloud-based facilities include DTex, a reliable txt message delivery service and our call centre telephony services. In early 2013, a Cloud-based PCI-compliant credit card payment service will be launched.

Datacom’s strategy is to continue building an increasingly more comprehensive series of datacentre infrastructural and software/application capabilities, both our own and third parties, which can be taken together or separately on a Cloud basis. Our aim is to combine these with unifying consulting, design and build, support and management capabilities to give customers choice and the best of all possible worlds.

Leading the shift to the Cloud

The Cloud is more than just a shared computing platform with pre-loaded software accessible over the Internet – such a facility has been around for decades. Understanding the Cloud means appreciating that it’s a completely new, dynamic way of doing business. This tool provides access to capability that individual companies simply would not be able to sustain themselves. It gives them flexible, scalable, economic and immediate results.

Many forward-thinking businesses that want to stay competitive are shifting to Cloud solutions, or has done so already, because the benefits are numerous.

The cost of the underlying physical Cloud infrastructure continues to decrease and many of our customers are now seeing ongoing reductions. In parallel, the cost of fast, low-latency network connections is also falling – fuelled by government-sponsored fibre-optic roll-outs and market competition. This means that one of the final real obstacles companies face in using a remote service is all but gone.

Cloud Services& Datacentres

Investing in the Future

In 2011/12, Datacom Cloud Services (DCS) has expanded exponentially. Nodes, or reliability zones as some prefer to call them, now exist in Auckland, Hamilton, Wellington, Christchurch, Brisbane, Sydney, Melbourne and Perth, with establishment plans well advanced in Canberra and Adelaide. This year we have implemented our largest single Cloud customer yet – Sucrogen (see page 26 for the Highlight Case Study). With over 800 virtual machines and 460 TB of storage spread across two nodes running the entire mission-critical corporate application workload, we have achieved a considerable number of successes. This will be surpassed in the coming months by other contracted customers.

In New Zealand, Datacom has built and operates a private Cloud for the New Zealand Government; we call it Datacom Cloud Service for Government (DCSG). This is part of a restricted-entry procurement panel which meets the most stringent

security and separation criteria. Government agencies, or their proxies, are able to provision new requirements and maintain existing resources via a specially designed portal that ensures the appropriate governance over the workflow.

The first departments to utilise this service are now live.

Our progress this year has been recognised in unison by our key suppliers with Partner of the Year awards across both Australia and New Zealand from global vendors Cisco, VMware, EMC and Symantec.

Looking ahead to 2013, we expect to add a raft of enhanced capabilities to our IT platforms.

Datacom opened the Orbit datacentre in Auckland, New Zealand, in 2009. This large (800-rack, 4Mw IT-load potential), high specification T3+ datacentre employs an innovative, free-air cooling system that is exceeding the original design goals and as a consequence customers are now enjoying up to a 30% saving

Datacom continues to embrace the Cloud to meet its objective of providing corporate customers with the most effective and innovative IT-based products and services possible.


Datacom’s approach to engagement is based on six overriding principles:

1. Maximise flexibility and agility through the ability to easily adapt the mix of services or exit our agreement without penalty

2. Openness that builds a solid foundation of trust in the relationship by offering visibility and transparency

3. Minimise organisational risk by implementing an agreed planning regime supported by a continuous programme of progressive commitment

4. Ensure the best possible solutions are offered by remaining impartial to third-party products and services, with third-party services acquired at net cost

5. Focus on proving the promise by measuring performance in near real-time

6. Shared risk and reward through a willingness to construct meaningful equitable contracts.

The longevity of client relationships, traversing technical transformation as well as turbulent business conditions, reinforces Datacom’s commitment to these principles – to do the right thing.

Our Successes

The case studies of our work are intended to both demonstrate these values in action and to highlight Datacom’s leadership in a number of highly topical areas, including:

• Shared technology services structures that span multiple locations trans-Tasman

• Innovative end-user solutions supporting the latest in BYOD trends

• Migration of mission-critical applications and infrastructure to the Cloud

• Collaborative risk-sharing engagements to deliver standardised Cloud-delivered desktop experiences across industry groups/sectors.

Our Year Ahead

In the coming year our focus will remain on bringing emerging and new technologies to our clients. These include new Microsoft technologies, the creation of networks as a service, the drive to high-volume data and information lifecycle management services, and gaining further inroads into the benefits of mobility.

Client focus reaps rewards for allOrganisations that entrust the management of their technology services to Datacom gain access to a huge pool of expertise and a capability to deliver. This is typically well beyond the ability of an individual end-user organisation to muster.

Information TechnologyManagement

Intelligent sourcing (including the use of Cloud services as an extension to traditional outsourcing) enables businesses to achieve seven key benefits:

1. Cost savings through greater economies of scale

2. Competitive advantage from clever solutions that increase capability, speed or efficiency

3. Better-quality decisions based on improved visibility of service costs and service levels

4. Greater organisational agility to react quickly to market opportunities and threats

5. Continuous improvement in efficiency and reliability of operations

6. Reduced capital to support existing and new business requirements

7. Reduced risk through improved resiliency and operational management.

Delivery on these benefits is underpinned by our ability to be: flexible around pricing and delivery models tailored to individual clients’ needs; independent and “vendor independent”, ensuring that we can deliver the most appropriate solutions to our clients; and responsive, as our strong local presence provides on-the-ground results.

Our philosophy is to deliver enduring performance through collaborative relationships and fresh thinking. This approach ensures our services support our clients’ business outcomes, particularly when complemented by our Software and Integration and Business Process Outsourcing capabilities.

Our Services

Our services extend from the simplest procurement or field support activity through to a fully integrated, multi- faceted, flexible and open-book partnership. Depth and models of engagement vary across clients. This is influenced by factors such as in-house skills, growth rates, staff arrangements, internal policies, technology and resistance to change.

Our ability to provide complementary services enables us to seamlessly roll out complex implementation projects from end-to-end – allowing our clients to focus on what they do best.


Datacentre transition goes smoothly for LINZ


The Challenge

Land Information New Zealand (LINZ) needed a highly complex datacentre migration finished quickly, smoothly and without impact on users. Additionally, there was a need to successfully migrate all of LINZ’s servers to Datacom’s Infrastructure as a Service (IaaS) solution without disruption to the business or clients.

The Solution

Datacom’s five-year outsourcing contract with LINZ illustrates the value of close partnering.

The cooperation between Datacom and LINZ saw these complex datacentre migrations being completed rapidly without impact to end-users. The teams ensured LINZ moved quickly from a mix of in-house IT infrastructure and external vendor-supplied datacentre hosting to a fully outsourced solution.

Through the project, we relocated systems and equipment from three datacentres into two Datacom datacentres without interruption. This spanned 240 servers and 600 desktops servicing 500 LINZ staff. We achieved the relocation in just six weeks as a result of Datacom’s proven approach and comprehensive planning.

We also successfully migrated all of LINZ’s servers to our IaaS solution.

A review by a leading management consulting firm noted that Datacom’s transition model should be recommended as an approach for future government transitions.

Today, we provide infrastructure managed services and application development and management and support for all of LINZ’s applications. This includes the primary LINZ business application Landonline.

To meet our client’s need, Datacom purchased all LINZ’s server and core network infrastructure and relocated servers from three different locations to Datacom datacentres in Auckland and Wellington. We also employed more than 12 LINZ IT staff.


Our experience with Datacom has been an eye-opener to me as to how an outsourcing contract should work. I can certainly recommend the approach that’s been taken and I can certainly recommend Datacom.

Russell Turner – CIO, Land Information New Zealand


Rapid DR solution for Brookfield RailDatacom was challenged to deliver a robust disaster recovery solution for independent rail infrastructure provider Brookfield Rail. The railway giant controls over 5,100m of rail infrastructure in Western Australia and provides a critical backbone to rail management – from access management to rail maintenance. Brookfield had an inadequate virtualised single-site environment and urgently needed a simple-to-manage product. This had to permit a full or partial failover from one site to another. Before they laid the groundwork, Datacom’s Professional Services team became thoroughly acquainted with Brookfield’s IT environment and strategic goals. Using VMware SRM Site Replication Manager (SRM) and Synchronous SAN Replication, Datacom provided protection and replication of production systems, allowing automated virtual infrastructure failover and reconfiguration of systems. This fulfilled diverse technical requirements, while seamlessly implementing and integrating into the existing environment. Datacom’s certified project management team kept the project on track.

The complex design- to-handover process took only three weeks.

Shine Lawyers win with licensing agreementTough timelines and complex detail did not deter Datacom from remaining focused on achieving the best result it could for leading national law firm Shine Lawyers (Shine). Shine needed to renew its Microsoft licensing agreement. Being a legal firm, the need to ensure the business was legally compliant with licensing assets was critical. The company had to consider its growing number of staff as well as IT projects in the pipeline. Datacom got on board and worked with Shine and Microsoft to roadmap the best possible solution. Creating an agreement may appear simple but there can be challenges. One such test was Shine needing changes to the agreement – a difficult and time consuming exercise to process with Microsoft. These issues threatened the agreement’s timeline. But we achieved the result, with minimal disruption.

The relationship with our Business Development Manager spans 14 years. This, coupled with the introduction of the LAR team, means Datacom will continue to meet Shine’s growth needs.

“By leveraging our existing long-standing relationship, we have been able to work closely with the Datacom team to streamline the ongoing management of our licensing agreement.As our Large Account Reseller (LAR), Datacom is accessible and reliable in supporting us through the renewal process, and has simplified the method of rolling out new licensing requirements into our existing Enterprise Agreement through our standard purchasing practices. This has enabled Shine to continue our strong growth, without adding additional complexity to our software licensing.”

Jeremy Collins – National IT Manager, Shine Lawyers


Highlights

Australian Tax Office centralises for efficiencyDatacom led the charge to realise the Australian Tax Office’s (ATO) vision for a single integrated service desk. This underpinned ATO’s strategy for a best-of-breed IT service environment, spanning three major service providers and governed by a single management operation. Until then, the Government’s principal revenue collection agency was multi-sourcing its IT functions across several providers. The Enterprise Service Management Centre (ESMC) was key to ensuring a single IT interface to the client. It would also integrate operations in a standards-based service delivery model. Datacom delivered discrete service management functions within the context of the ESMC: Service Desk and Incident Management. Datacom took a leadership role. We recruited 70 new staff as part of an aggressive recruitment drive, established two custom facilities and developed processes and procedures to drive the operation.

Exceptional call statistics: current average waiting time is <60 seconds and abandonment <4%; improved end-user satisfaction >80%.

Presbyterian Aged Care gets supportThe dynamic nature of the Presbyterian Church’s, Presbyterian Aged Care’s (PAC) business and services means its IT needs are constantly changing. PAC was facing a challenge – to meet growth objectives but manage in-house IT costs. PAC needed a partner to deliver IT projects as well as everyday IT support. Datacom’s flexible In-house Plus Support Services was the right solution. Our responsive team enabled PAC to leverage a range of IT skills and specialist expertise, from troubleshooting through to dedicated network support. Our pricing transparency also allows PAC to manage its IT budgets more efficiently. At an operational level, technical issues are now resolved quickly and efficiently. We have also enabled PAC to prioritise and schedule IT improvement activities that actively support ongoing growth.

“Datacom’s team has worked seamlessly as part of our in-house IT capability, developing strong relationships built on a high level of dedication and a commitment to providing a quality service.”

Eamonn Ryan – IT Services Manager, Presbyterian Aged Care NSW & ACT

Datacom drew three vendors together to resolve a complex technology issue – they did not give up until an answer was found.


“Datacom’s professional, structured approach to project design and implementation meant our staff were involved at every stage. Everything was very well documented, yet flexible enough to accommodate unknowns that appeared during implementation.”

David Douce – Senior Server Analyst, Brookfield Rail


Royal Flying Doctor Service keeps up good workThere is no downtime for the Royal Flying Doctor Service’s (RFDS) Queensland Section. It operates on a 24x7 basis, which is why the not-for-profit organisation sourced the professional services of Datacom. With approximately 400 staff across 14 locations, the organisation was seeking an IT partner to keep its workforce connected, and the Flying Doctor in the air. Datacom delivered a package that encompassed a 24x7 service desk, three on-site Datacom staff at two locations, and management of more than 70 servers – all managed from Datacom’s Queensland offices. The RFDS also now aligns its primary systems with the existing Datacom Cloud disaster recovery solution. We snapped up the chance to work with the RFDS to deliver a solution, and despite the short timeframe, with a massive push the transition was completed successfully.

“The RFDS’s Queensland Section has experienced the benefit of a range of skills and knowledge in a package tailored to the unique needs of an organisation that works in the complex environments of health and aviation. The RFDS has appreciated Datacom’s strong customer service focus.”

Steve Cunningham – Manager, ICT, Royal Flying Doctor Service (Queensland Section)

RSL Care protects patient data against disasterNot-for-profit provider of retirement accommodation and aged care services RSL Care needed a world-class disaster recovery solution. Critically, it needed to protect 25,000 Australians’ information. The solution had to be: flexible, scalable and low-cost, with room to grow. The organisation also needed to reduce its storage footprint. RSL Care turned to long-time technology partner Datacom. We cut through the clutter to provide RSL Care with its new FlexPod solution. FlexPod brings together Cisco Unified Computing System, Cisco Nexus datacentre switches and NetApp FAS storage into a single-architecture datacentre platform. This made the most sense for RSL Care’s disaster recovery goals. The datacentre configuration is built on Cisco Validated Designs, which involves solutions that have already gone through a design, test and documentation phase to ensure successful deployment by customers, reduced risk and boosted efficiencies. RSL Care’s particular design was only implemented in June 2012 – RSL Care realised the disaster recovery benefits within six months, including streamlining across the backup environment, reduction in storage footprint and increased data-centre storage efficiency. In addition, RSL Care has managed to reduce its recovery point objective to just 15 minutes in the production environments and its recovery time objective from 12 weeks to mere hours and to use less space and power in its datacentre.

Within only months, RSL Care realised benefits including storage efficiency up by 50%.

“The business is continually growing and continuing to expand. As we are increasing our place in the market, we wanted a robust, scalable solution that would reduce outage times.”

Fran Loughrey – Program Manager, IT Projects, RSL Care


SEWPaC benefits from mobile innovationDatacom assisted the Department of Sustainability, Environment, Water, Population and Communities (the Department) to meet the growing user demand for Android and Apple IOS devices while maintaining the level of security required by a government department. With the Department, Datacom evaluated various technology solutions before selecting the Good for Enterprise software solution. We integrated the solution into the Department’s ICT architecture, first conducting a pilot to “prove” the capability followed by a rapid production roll-out. This software allows departmental staff to securely send and receive emails on both Android and Apple IOS-based phones and tablets, as well as to access and modify documents in a secure container. This solution provided an elegant and trustworthy basis for the implementation of BYOD (Bring Your Own Device), which the Department successfully implemented for a segment of end-users in July 2012. As capability and functionality is introduced in the mobility space, Datacom continues to pilot and prove the solution ensuring the end-user experience continues to be enhanced.

“The secure separation between personal and organisational data is critical to allowing the Department to access the benefits associated with BYOD, without compromising our obligations to properly manage government information. This aligns with our strategy of moving away from ‘hardware management’ to concentrating on what’s important – protecting information. The solution is incredibly popular at all levels of the organisation and has significantly raised the credibility of the ICT service to deliver solutions that users need.”

Al Blake – CIO, SEWPaC

Midland Health Network drives changeDemand within healthcare is to double over the next 10 years. Healthcare is moving closer to the patient and patients are becoming more empowered. There is a need for technology to support these changes. To date, primary health has under-invested in technology. Recognising this, innovative primary health organisation Midland Health Network (MHN) partnered with Datacom to breach the technology gap. MHN had the domain knowledge. Datacom provided technical leadership and know-how. Through the partnership, a national Cloud-based solution was developed. Under brand name xcraniaTM, this transformational solution offers a “one-stop-shop” for each GP’s practice. Datacom and MHN deployed practices across the country – migrating them into a secure Cloud-based environment overnight. XcraniaTM allows the clinician to focus on front-line care, spending more time with the patient and less time on IT.

As healthcare moves closer to the patient and as demands on our healthcare systems increase, technology plays an increasingly important role.

“The combination of Datacom’s experience and expertise in delivering quality IT solutions and services alongside MHN’s understanding of the primary health environment and drive for innovation in the sector have been the key ingredients. The result is an excellent IT product and service (xcrania™) supporting the provision of primary healthcare and a platform that will enable sustainable and leading-edge services into the future.”

John Crane – CIO, Midland Health Network


Michael Middlemiss Acting CIO, The Parliamentary Service

“Datacom’s flexible and open approach has resulted in a service environment that is much more focused on our client needs, and getting it right first time.”

Michael Middlemiss – Acting CIO, The Parliamentary Service

The Parliamentary Service changes for goodThe Parliamentary Service serves Members of Parliament and the House of Representatives and supports service provision to about 100 remote local offices. The relationship began when Datacom secured the contract to provide a range of services in 2010. Following the successful transition to a shared services model, The Parliamentary Service wanted to refresh the commercial arrangements jointly with Datacom. It also wanted the KPI delivery model to reflect the changed requirements for the new network. Together, Datacom and The Parliamentary Service delivered an outcome-based delivery model with refreshed KPIs. The collaborative effort has achieved a number of significant improvements including a reduction in incidents and successful implementation of measurable KPIs, culminating in substantial growth in client satisfaction levels.


Datacom’s solution means user satisfaction has leapt from around 50% to more than 90%.


“Datacom’s willingness to fully commit to the project and their responsiveness to our enquiries and requests were key contributors to the success of our project and the achievement of our go-live date.”

Fiona Ritsma – Chief Executive, NZ Blood Service

NZ Blood management system boosts serviceNew Zealand Blood Service (NZBS) was running its core application, Progesa – which traces all blood collection, processing, testing and distribution in New Zealand – on outdated software. This impacted support and opportunities for new functionality. NZBS realised the need to keep pace with technology to ensure safety and compliance in a highly regulated environment. Working with European-based software vendor, MAK-System, Datacom designed and implemented a sophisticated infrastructure model to enable access from District Health Boards around New Zealand. Today, NZBS is live with the latest version of eProgesa based on a full web technology. As part of the upgrade project NZBS migrated separate donor databases into one nationwide donor database providing a better view of inventory and donors. Despite the inevitable challenges – in particular working with an off-shore vendor – we got what was needed and delivered on budget and in time.


Fiona Ritsma Chief Executive, NZ Blood Service


Brendan O’Kane GM of Information services, Sucrogen


Sucrogen transforms business and brandAustralia’s largest raw sugar producer and refiner Sucrogen divested from its parent company, CSR. The business wanted to present itself as an engaging, dynamic organisation, and was rebranding as part of this goal. The project needed to be completed in less than 12 months for 1,500 employees in 31 locations. The company’s IT solution had to align with this vision.

Sucrogen needed a productive and refreshed IT environment for staff, underpinned by an agile and scalable IT infrastructure. Datacom’s Infrastructure as a Service Cloud enabled this, as the company moved to an integrated Microsoft stack. Some of the tasks involved to complete the project included: migrating from Windows XP to Windows 7 and from Office 2003 to Office 2010; updating legacy unified communications systems, establishing database management and consolidation using SQL 2010; establishing security via Threat Management Gateway; and creating full disaster recovery.

The fast-paced, ambitious project was completed in just nine months.

“We needed to be able to support change and innovation in a fast-moving environment, and the Datacom Cloud allows us to do that.”

Brendan O’Kane – GM of Information services, Sucrogen


“Datacom ticked all boxes. We are very pleased to go forward with Datacom as a key IT partner as we work to provide continuous improvement in service delivery and greater responsiveness to customer and business needs.”

Brian Northern – CIO, Fulton Hogan

The Challenge

Construction company Fulton Hogan has revenues of over $2.7 billion and 5,500 staff across Australia and New Zealand. It needed a unified IT solution throughout the region to service the business.

The company also sought value, both in terms of cost savings and the opportunity to improve services to customers. It wanted clearly defined roles and responsibilities around agreed service levels and governance structures.

The Solution

Through our regional reach, Datacom provided coordinated services based on a single service contract spanning all Fulton Hogan’s operations across Australia and New Zealand.

We provide managed infrastructure services spanning distributed computing, server support, network support, security support service management, service desk, procurement (hardware and software) and project services.

Relationship management, service delivery management and technical architecture are provided from both New Zealand and Victoria, aligned to Fulton Hogan’s primary touch points. Procurement and project functions are also delivered from both geographies.

Having a single trans-Tasman partner enables Fulton Hogan to have a common and consistent view of service throughout their organisation. Initiatives to drive down cost, increase efficiency, or deploy new group-wide systems are able to be coordinated more efficiently than in the past.

From the very first day, key performance measures were being met or exceeded. While it is early days in the relationship the positive feedback from across Fulton Hogan has reinforced that we are on the right track.


Fulton Hogan leverages off trans-Tasman strengthsFulton Hogan is a truly Australasian company, with its head office in Christchurch. Datacom signed a three-year agreement to provide service desk and infrastructure management delivered trans-Tasman from Auckland, with assistance from Datacom teams in Christchurch and Melbourne.


Our Services

• Application Management

• CRM

• Enterprise Mobility Applications

• Identity and Authentication

• Intranet Design and Development

• Financial Management and Information Systems

• Legacy Systems Modernisation and Transformation

• Sharepoint

• Software Engineering

• Systems Integration

• Web Design and Development

Our clients are engaging us to deliver innovative online self-service and operational improvement systems that leverage quick revenue improvement or sustainable cost reduction. The cost-effectiveness of our applications management and support capability has found favour in the economic downturn. And our ability to successfully innovate and deliver complex high-end systems that are core and critical to client business growth is enabling clients with expanding markets to invest in large, high-value systems for the future.

Our Successes

• Designing innovative, easy-to-use programs that combine convenience with savings for our clients, including moving clients from unsupported platforms to reliable infrastructures within short timeframes for high-profile events.

• Designing, building and implementing next-generation automated provisioning engines.

• Designing and delivering customised client service portals.

• Strong market growth in the following sectors: telecommun-ications, banking and insurance, utilities as well as central and local government.

• Intensified domain knowledge of IP for each industry which gives specialist insight.

Getting it rightDatacom’s industry-leading software development business continues to grow and expand across Australasia. Our ability to innovate and deliver sees Datacom working with some of New Zealand and Australia’s largest companies engaged on business-transforming IT projects.

In 2012, client demand has seen our software team numbers expand to over 750 professional staff with growth for our services spread across technologies, capabilities and geographies.

Our traditional big development centres in Auckland and Wellington are now being complemented with mobility practices in Christchurch, legacy technology skills in Hamilton and emerging centres in Brisbane and Canberra.

We continue to undertake work in all the major technology platforms including Java, Microsoft, Oracle and Open Source.

In addition to our existing skills in complex software engineering, applications management and outsourcing and systems integration work, we have added expertise in biometrics, identity, security and high-end workflow.

Datacom’s work has been recognised through a range of industry awards and independently-certified market achievement.

Where we stand out is in our delivery of complex integrated solutions that deliver tangible benefits for our clients. We are seeing increased demand for our services across the board, particularly in digital channels where we enable our customers to get closer to their clients.

Our customers benefit from our software development capability ranging from large-scale, complex software engineering, applications outsourcing and management, legacy system modernisation, systems integration, web and UI design and development, mobility through to identity. What is important to us is that the client gets the right solution for their needs.

With over 47 years behind us we take a long-term approach to client support. Some of the ways in which we do this include; how we contract with clients, our unwavering commitment to delivery, growing our staff skills, keeping up to date with technology trends, and embracing and understanding new disruptive paradigms and how they will impact our clients’ businesses and our delivery.

We are always guided by doing what is right for our client.

Software &Integration


The Challenge

ConnectEast owns and operates Melbourne’s EastLink tollway, which is the city’s second fully-electronic toll route. It comprises about 39km of freeway-standard road connecting the city’s eastern and south-eastern suburbs and is a major commuter road and a key intra-city arterial route.

ConnectEast needed support for its websites that included an online payment facility – a critical element aiding convenience to the motorist and lowering the cost of each transaction for ConnectEast.

The Solution

Datacom drew on our trans-Tasman capabilities to deliver on this challenge. Datacom Victoria provides infrastructure support and services for ConnectEast and, in 2011, Datacom Auckland started supporting ConnectEast’s websites.

Since then, we have successfully worked on projects remotely, including a redesign, rebranding and consolidation of ConnectEast’s websites. The Auckland-based team has also assisted in troubleshooting complex production issues in conjunction with Datacom Victoria, which include a number of websites and integration with SAP.

The remote aspect has not caused any impediment in our support of an Australian customer. The two teams work closely together using similar service management processes and tools. We have also set up new processes based on best practices to streamline knowledge-sharing across the Tasman.

The next steps will include extending the richness of the SAP integration and user interfaces to make the interaction easier and more compelling for end-users.

ConnectEast gains from trans-Tasman expertiseDatacom S&I has successfully delivered application support and development for an Australian customer without any developers ever setting foot on their site.

“The best thing about Datacom’s Application Management capability is that they don’t stop until the problem is resolved. I never get a sense of ‘not our problem’ with their team. And distance has never been a factor for us.”

Chris Mutton – IT Service Delivery Manager, ConnectEast


The Challenge

Global car manufacturer’s domestic division Honda NZ provides national sales and service support to 38 Honda dealerships and sales centres and service support to about 550 customers. Honda’s corporate technology landscape was dated; the company needed an overhaul in line with its key focus on modernisation. This move had to be cost-effective. Honda embarked on a roadmap to leverage the benefits of Software as a Service (SaaS) by moving to a Cloud-based model. The first step was to alleviate dependency on costly legacy platforms by migrating to a Cloud collaboration suite. A robust identity and access management (I&AM) platform was needed to enable this change.

The Solution

Datacom – as OpenAM ForgeRock’s implementation partner – delivered. As the local implementation partner for ForgeRock, Datacom met with Honda NZ to discuss requirements, explain the capabilities of the product and present a high-level architecture to meet their needs.

The implementation of this platform has enabled the business to successfully migrate email to a new platform, to be followed in short order by the remaining productivity tools. We also worked closely with Honda IT to “future-proof” its systems to enable the company to manage the platform moving forward.

Our implementation has enabled Honda to build on these modern technology foundations to integrate other SaaS applications in the future. The project was implemented as a series of drops, with each release delivering the functional capability required to support the wider programme of work at each point. Honda will recognise substantial return on investment (ROI) through elimination of hardware, licensing and support costs.

Honda NZ drives modern shift to Cloud

“We needed a solution that would not only meet our immediate needs, but would also be flexible enough for future requirements. The Datacom team understood our requirements and were able to deliver a first-class solution on time and within budget. During the project duration, the Datacom project team was very professional; their knowledge and support of the solution can only be described as outstanding.”

Diane Campbell IT Infrastructure Manager, Honda New Zealand

Datacom provided Honda with the expertise and implementation ability to put in place an Identity and Access platform that enabled Honda to shift off legacy systems and into the Cloud.


Ports of Auckland and Tauranga get shipshapeTwo of New Zealand’s largest ports, Ports of Auckland and Port of Tauranga, are responsible for managing 62% of New Zealand’s container traffic nationally. The ports operate under a highly complex logistics and compliance model as they need to integrate a range of functions from shipping lines, agents and government regulatory bodies. These shared information and business processes are mostly undertaken manually. To drive the need to automate processes and operations, PortConnect was set up as a joint-venture initiative aiming to become a stand-alone business this year. PortConnect is a common portal for the industry to allow all parties to transact automatically and collaboratively – to improve container turnaround times and reduce costs. Working with Datacom, the ports built the initial platform, with other ports to come on board in 2013. As the project progresses, Datacom will continue to be more than just a technical delivery partner: we will be a significant partner in the business and technical direction and operation of PortConnect.

“Datacom was able to ramp up quickly and their staff worked tirelessly to meet stringent deadlines at the right level of quality.”

Peter Tashkoff – Project Manager, PortConnect


“PortConnect represents a seismic shift in collaboration between ports to achieve efficiencies in the supply chain through standardisation and enabling process optimisation. Datacom was the logical partner with substantial experience in developing and operating e-commerce portals in New Zealand.”

Pieter Bakker – Programme Director, Strategic Programmes (Ports of Auckland)


St Andrew’s College streamlines online learningSt Andrew’s Anglican College in Queensland needed an electronic learning management system (LMS) to establish the institution as a technology leader. The school requested Datacom achieve this. Datacom built a secure, customisable, SharePoint-based LMS. This enabled electronic curriculum deployment, content management and communication between parents, teachers and students. Datacom’s thorough knowledge of SharePoint, silver Microsoft competency in portals and collaboration and experience using the solution ensured success. The secure, feature-rich solution means teachers can handle everything related to their classes online. The solution enables: grading and receipt of assignments, projects and other classroom work to be conducted online; a schedule management component for teachers; improved parent/teacher communication in a secure, convenient environment; and students to be more participatory in coursework.

“The solution we’ve created with Datacom has been acclaimed as industry leading by other colleges. Already it is changing the way our lessons are delivered. What a great investment!”

Rory Chapman – Director of ICT, St Andrew’s Anglican College

Datacom developed a “Facebook-style” news feed that is used by staff and students to collaborate and share information.

Compassion Australia achieves innovationInternational Christian child development and child advocacy ministry Compassion works with the individual child from the womb to university to address their economic, social, physical, emotional and spiritual needs. The organisation was committed to improving its processes and communication while managing its budget, so it could better serve its stakeholders. Datacom’s automated solution enables Compassion to consistently monitor and manage its plans, based on actions and activities. While the solution has a SharePoint foundation, it also has a high degree of customised presentation to meet Compassion’s very specific requirements. This makes it very user-friendly. During the development process, we discovered the specifications did not match Compassion’s holistic strategic framework. We suggested change for long-term success; they agreed. Our collaborative approach ensured Compassion Australia were provided with what it actually needed – not only what it initially envisaged. Today, this solution has cemented Compassion Australia as a leader in innovation and collaboration among overseas peers.

“Datacom provided affordable solutions while following strong project IT management frameworks. We have just completed a second version of our application in relatively tight timeframes. The final solution came in on time and in scope, despite a relatively large change request a week out from completion.”

Dominic Brereton – Strategy Intelligence Specialist, Compassion Australia


Sovereign builds stronger client connectionsSovereign Insurance provides insurance, home loans and other financial services to clients across New Zealand. The company needed to simplify and standardise its web content management processes. Sovereign wanted to better serve its clients, bolster its brand and improve efficiency through its website. Sovereign worked with Datacom’s Microsoft team to create a solution that would improve both internal and external users’ online experience, while delivering a refreshed brand image.

The SharePoint Server 2010-based website has helped Sovereign minimise reliance on its IT department for content updates, and the project has provided a new foundation for future growth on the website, with integration to the CRM system to connect clients to advisors.

“The new sovereign.co.nz has provided a great platform for our future online journey. It has empowered Sovereign’s business units to own and change content, has introduced efficiencies in managing online traffic and provided new tools to enhance visitors’ online experience. Our two teams have come together very well.”

David Drillien – GM Marketing & Product, Sovereign

HighlightsRestaurant Brands boosts online experienceCorporate franchisee Restaurant Brands specialises in managing multi-site branded food retail chains. It operates most of New Zealand’s KFC, Pizza Hut and Starbucks stores and has recently acquired the rights to the Carl’s Jr brand. The company also provides management and support services to independent KFC and Pizza Hut franchisees. Restaurant Brands employs over 3,500 staff and serves more than 60,000 national clients each day. Simply put, the company needed to improve: online functionality; Pizza Hut’s online brand presence; overall online reach; and the client ordering experience. The project had a short turnaround and time to market was a key objective for Restaurant Brands. To meet the need, Datacom redesigned and tailored a solution to better suit the local business environment as well as the different company products and promotional structures. We also rolled out a simple website as a front to the online ordering solution, improving the online brand presence of Pizza Hut as well as the online experience for users accessing the website via tablets and mobile devices.

Datacom faced tough time challenges and turned around the website in just 12 weeks from inception to delivery.

“Datacom offers a ‘one-stop-shop’ because of its the depth and breadth of development experience and support. We were, and continue to be, impressed with Datacom’s responsiveness to our thinking and requests.”

Geoff Holton – Commercial Manager for IT, Restaurant Brands


The Datacom MetroComp Challenge

Our consultants are committed to being at the forefront of new technology through internal pilots, first-reference sites and a strong commitment to training right across the technology spectrum.

One way we achieved this high-level position for Microsoft developments this year was through our in-house MetroComp Challenge.

Forty-one members of our team registered for the Datacom MetroComp Challenge event, to complement the launch of Microsoft’s Windows 8 and touch-enabled Metro UI. We aimed to kick-start interest in the technology and gather our best people together to build the first applications. The competition to build software was open to everyone from Datacom Auckland and Hamilton.

Datacom is committed to keeping abreast of best-of-breed and emerging technologies. This ensures we are able to provide our clients with the latest updates and newest programs and solutions.

To keep ahead of the constantly evolving technology landscape and innovations our team participates in a number of upskilling programmes and initiatives, through strategic partnerships.

One such area of focus is our partnership with Microsoft. The software giant released a raft of new software (versions) for the year, including: Windows 8; Windows Server 2012; Windows Exchange 2013; and Windows SharePoint. They were challenged to come up with their own application ideas and to compete with other teams to produce quality Metro applications on the new platform. Coaches were present throughout the event to provide inspiration and support. This has to be built and polished within two days and then they were judged by Datacom and Microsoft.


Datacom made the move to mobile early. We have been actively navigating customers through the mobile landscape and developing mobile applications before these became the norm.

Today, we have strong capability in the mobile web and application development space. With demonstrable success in the mobile application development space – which spans across the Apple iOS, Android and Windows 7 and 8 platforms in New Zealand and Australia – we give clients access to some of the best mobile knowledge and experience in Australasia.

Datacom prides itself on being a “one-stop shop” of capability and solutions for its clients. Our Mobile Device Management service offers a 24x7 Cloud-based Mobile Device Management Service that enables businesses to leverage the latest mobile technology.

We bring this expertise to a range of industries including: banking and finance; transportation and logistics; distribution warehouse management; oil and gas; retail; field service; and compliance and quality monitoring.

Our mobile customers include: CourierPost; ASB; Toll Networks; Silver Fern Farms; Vector/OnGas; Foodstuffs; Smiths City; PowerLink; Air New Zealand; and Air Nelson.

Mobility

Mobile snapshotsASBDatacom has been ASB’s preferred development partner for the online channel for over a decade. Datacom shares ASB’s deeply ingrained client focus and provides development capability for ASB’s mobile application programme. Recent phases have delivered new applications for the Apple iPhone, Android and Windows Phone. Datacom staff performed various roles across the programme, including business analysis, security design and development, and design and development for iPhone, Android, Windows Phone and market-leading integration with Facebook.

PowerlinkDatacom developed an application to replace an existing manual Occupational Health and Safety process for this government-owned Queensland-based corporation. This was an easy-to-use application that provided users with immediate feedback of their fatigue level, critically important for health and safety.

WebsitesWe have developed websites that fit well on both desktop computers as well as tablet and mobile phone devices. In 2009, we designed and developed Marlborough District Council’s main website. In 2011, the council rebranded and we designed a refreshed user interface for the site. We also rolled out a website as an e-commerce front to Restaurant Brands’ Pizza Hut online ordering system (see Highlight on page 36). Both sites were designed using the latest responsive design and HTML5 patterns and practices. This means that while they display well on desktop computers, they also elegantly rearrange themselves down to smaller screen sizes in both landscape and portrait modes.


Our Successes

• Contact centre tools: We are working to replace multiple individual applications which are nearing the end of life with a single general-purpose solution. This is an AU$150,000 investment over the year.

We have invested AU$300,000 in the development of a common tool set for BPO activity, which replaces multiple individual applications which are nearing end of life. This also allows for rapid deployment of new business.

• Contact centre telephony: We are working to replace the current solution, which is based on Aspect ACD and is at end-of-life. The project began in April 2012 to migrate to a solution based on Cisco UCCE. Total investment to date is AU$1.2 million and the goal is to have about 200 agents on the new system by April 2013.

• Investing in BPO technology: More than AU$2 million has been spent on future-proofing our BPO technology.

Our Services

• Case Management

• Customer Services

• Financial Services

• Superannuation Scheme Administration

• Payroll and HR Information Systems

• Registry Management

• Technical Support

• Product Recall Services

• Social Media Monitoring

Mature BPO focus pushes boundaries

Today, our mature BPO operations deliver services throughout the value chain. From our multi-channel, multi-lingual customer engagement centres, we provide myriad interconnecting services; complete contact centres, sales, technical support solutions, case and registry management, innovative business transformation, back office, CRM and Quality Assurance systems that give back our clients the opportunity to focus their time on driving core strategy, innovation and market growth.

Our best-in-class quality framework and process engineering accredited teams tailor solutions to address specific business goals. Their work enables us to identify new efficiencies and provide services that are effective and sustainable. Critical to success is the sustainability of performance – making it repeatable, more cost-effective and improving on performance.

Through the application of smart and practical technology we allow our clients to engage with their customers in a way that is relevant, from traditional channels such as phone and email through to emerging channels such as chat and social media.

Within our DNA is the ability to apply fresh thinking to complex service issues and to then support these innovations to deliver enduring levels of performance.

We continually invest in our contact centre technology, expertise in process development and in quality people with the objective of better protecting, enhancing and enabling a client’s brand.

Today, we provide a BPO service to some 7,500 organisations across Russia, the USA and Asia-Pacific through our delivery centres in New Zealand, Australia, Malaysia, the Philippines and China.

Our enviable record in staff retention and long-serving senior executive team has contributed to Datacom’s stable, reliable and motivated workforce. This directly benefits our clients by retaining IP knowledge and building expertise.

Business ProcessOutsourcing & Payroll

Business Process Outsourcing (BPO) has come a long way in the technology landscape; gone are the days when BPO was simply about taking repeatable procedures and outsourcing them.


The Challenge

In-vitro diagnostics global leader Abbott Diagnostics (Abbott) offers a range of innovative instrument systems and tests for hospitals, reference labs, blood banks, physician offices and clinics. Abbott needed to better manage its on-site field engineer resources to improve response times, accuracy and customer satisfaction. The direct engineer/customer engagement model it was using had led to a lack of visibility across different areas of the business.

The Solution

Datacom established a multi-lingual service desk in Kuala Lumpur and worked with Abbott to re-engineer the on-site support process. We installed multiple in-bound telephony lines for each country and educated the customers to call those lines, rather than engage engineers directly.

To roll out this complex project, we collaborated with Abbott staff located on site in Malaysia on process design, technology needs and employee selection. Our track record of performance-managing small teams and multiple languages and cultures, created a central point of customer engagement and a single source of business intelligence for the region.

Due to the complexity of Abbott’s business and the sensitivity of its operating requirements, combined with anticipated changes to operations, it was essential we visited healthcare institutions as part of the change management process. This activity reassured Abbott and its clients that they would be engaging with teams of real people who were committed to their business, as opposed to “faceless” call centres. A key part of the project was reassuring Abbott’s clients that the changes were a positive thing and that they would be carefully managed.

Today, responsiveness and customer satisfaction have improved significantly.

“Datacom is very flexible in catering and adjusting to our shifting needs.”

Chern Chern Ang – Service Sales Manager South-East Asia, Abbott Diagnostics

Our result: eight countries; went from mono- to multi-lingual total of 11 languages; one seamless support and personalised interface.

Abbott Diagnostics sees rise in customer satisfactionDatacom demonstrated its breadth of regional service from consulting in Australia to delivering services from Malaysia to South-East Asia and extending these to China.


deductions are calculated correctly and payments made to IRD on time

• DataPay: a sophisticated payroll application for medium to large-sized organisations that can be extended to cover all of an organisation’s HRIS requirements

• EasiPay: a payroll service that allows any size organisation to focus on its core business while we take care of all payroll requirements. EasiPay can also be combined with the HRIS capabilities of DataPay

• SAP HCM: sophisticated payroll and HR software for very large organisations, hosted and managed by Datacom, including full DR.

NetPay and DataPay are true Cloud-based applications. All that our clients need is the Internet. Our software developers are continually updating and improving the applications, ensuring our customers have access to the latest technology.

Considerable and ongoing investment is being made in all PaySystems products. We are currently developing an Australian localisation module for DataPay with our first Australian clients booked to go live on DataPay early in 2013.

Datacom is New Zealand’s largest developer of business software, as a result of more than four decades of continued success.

Our combination of payroll experience/expertise and software development experience/expertise has enabled us to develop the best payroll applications available in New Zealand and Australia.

Datacom’s software has evolved into a suite of applications to meet the needs of organisations of any size. Additional modules have been developed to extend functionality from payroll to also include HR management. The information contained within a payroll/HRIS database can be very valuable to an organisation where staff are a key asset. We have developed simple-to-use customised report writers and dashboards that make this data easily accessible and usable.

We also has a specialist unit providing payroll and HR solutions based on SAP technology. Services include consulting, implementation, integration and support for SAP HCM products, as well as offering SAP payroll solutions on a Software as a Service basis.

Today our products and services include:

• NetPay: a simple -to-use online payroll application designed for small businesses. NetPay reduces the time needed for a small business to manage payroll for its staff, while ensuring that all

Our Successes

In April 2012, Datacom springboarded into payroll operations in Australia with the purchase of Enterprise Support, a provider of payroll solutions based on SAP’s application suite. Datacom Business Services is not only an entry into payroll services in Australia, but it offers a range of opportunities for Datacom to participate in the SAP ecosystem on both sides of the Tasman. We are working closely with SAP to package innovative solutions to bring to market, with a focus on making access to SAP’s leading application functionality easier for all. Our partnership with SAP puts us in a unique position as SAP Hosting Partner, SAP Application Maintenance and Support provider, SAP reseller, implementer and BPO service provider.

Leading the charge in payroll


Delivery in multiple locations for EQCThe Earthquake Commission’s (EQC) business allows no room for disaster. The size, complexity and degree of insurance cover in New Zealand made the Canterbury earthquakes an unprecedented series of events. To manage the avalanche of calls, EQC needed an outsourced contact centre service provider quickly. EQC demanded innovation and quality – at a good price. Importantly, it had to safeguard against future disasters’ service delivery. Datacom delivered. The contact centre team expanded operations into Auckland leveraging off the Wellington team’s skills and experience. Operating as “one team” ensured seamless delivery and quality. Using One Datacom as a repository for client information, accessible from any location, was a positive shift in practice. Today, EQC has confidence in having an outsourced contact centre partner delivering its service from two geographically distant locations utilising backed-up technologies.

A highly responsive contact centre operation which stood up a dedicated team within 24 hours; a service which is delivered from geographically distant locations.

“We were in a real crisis situation and were impressed at the speed with which Datacom responded to, and met, our need. They pulled out all the stops; their commitment to the project is very obvious. Datacom’s efforts assisted us to process claims and respond to claimants, which in turn assisted in reducing the stress and pressures experienced by the people of Christchurch.”

Gail Kettle – National Claims Manager, Earthquake Commission

Highlights


The Challenge

A hoax biosecurity threat on Waiheke Island in 2005 prompted the need for FarmsOnLine. While this time the threat was a false alarm, it highlighted the need for a clear source of contact details for all rural properties in New Zealand. Quite simply, this enables biosecurity response teams to contact rural property owners efficiently to enable them to take appropriate action to halt the spread of disease.

The Solution

Datacom set up a FarmsOnLine support service in October 2010 starting with the data maintenance centre.

The FarmsOnline service needed a national register that would provide a current list of “primary contacts” for every rural property across New Zealand. This would contribute to effective management of any biosecurity threat to the country’s primary industries and the economy. Currently, there are more than 250,000 rural properties in New Zealand. It was critical that each of these properties had a primary contact person recorded along with details of the land’s use, and its exact location. Over a 12 month period the team developed processes, in partnership with the Ministry, before a public go-live in 2011. Our collaborative approach ensured a clear understanding of exactly what was needed to be delivered.

Today, an updated list of contacts is being developed for every one of those hundreds of thousands of rural properties across New Zealand. The five-year goal for full roll-out is on track.

Throughout the relationship we have demonstrated a willingness and ability to change and adapt to manage workload and the type of work being carried out effectively. This has enabled Datacom to achieve the targets being set by the Ministry, as well as other related industry partners. This will continue as other industry partners come on board to contribute to the FarmsOnline Register.

“Datacom has played an integral part in the success to date for FarmsOnLine. They have been proactive in the way they have managed the account, bringing viable new ideas to the table as solutions to new issues as they arise in this ever-changing environment.”

Phillip Viviers – Manager Systems, Ministry for Primary Industries

Ministry for Primary Industries grows biosecurity databaseDatacom provides valuable services to the Ministry with respect to FarmsOnLine. FarmsOnLine provides the Ministry with an authoritative source of the truth with regards to property information for biosecurity purposes.


“Bringing Datacom to the partnership has provided tangible benefits in optimising the booking process, enabling the Australian Federal Police to focus on what they do best, law enforcement.”

Dr. Jenny Cartwright – Coordinator, Crime Prevention, Missing Persons and Strategic Management, High-tech Crime Operations

Corporate SocialResponsibility

Datacom partners to make Internet safer for kids Datacom’s work with Internet safety programme, ThinkUKnow, has made the Internet safer for kids. The programme delivers interactive training to parents, careers and teachers using accredited trainers. The Australian version is licensed by the Australian Federal Police and Microsoft Australia. Datacom offers technology services and business process outsourcing resources to the programme. Datacom volunteers (29) are also involved – they give cyber-safety presentations to parents and caregivers. To facilitate the registration process for the presentations, Datacom helped develop an automated web registration tool for schools and organisations and manages the booking process with the volunteers.

The presentations were a hit: 88% of participants said they helped them to better understand how children are using the Internet and mobile technologies; 92% would recommend the programme; and 81% will take steps to improve children’s cyber-safety and security.

The LBG has valued Datacom’s charitable contributions at AU$491,000 – a healthy increase of $88,000 on the 2010/2011 results. It verified Datacom’s contributions as a percentage of pre-tax profit to be 1.6%, four times that of other LBG Australian and New Zealand members benchmarked by LBG. This is just shy of our goal of two per cent.

Datacom is an organisation that works to give back. At Datacom corporate social responsibility is a combination of locally-driven activities and Group-sponsored initiatives. In 2011/2012, over 150 charities benefitted from donations of cash, time or in-kind support.

Datacom operates across five countries, in 13 different locations. This means we operate within diverse communities and cultures across the globe, serving a range of needs. We are committed to measuring and benchmarking our corporate community investment contributions using a formal industry-recognised methodology, and we are a member of the London Benchmarking Group (LBG).

Corporate SocialResponsibility / Awards

Lenovo ANZ expands in line with global trendsNext-generation technology company Lenovo Australia/New Zealand has expanded its local market reach to match that used on a global scale. This growth is due, in part, to Datacom’s ongoing services and expertise. Five years ago Lenovo needed a locally based team to be a first point of contact for the Australian and New Zealand markets. The selected partner had to support Lenovo in meeting its customers’ needs, while providing the multinational with a highly knowledgeable, local sales support team that could work closely with Lenovo to align expectations and targets. Datacom has taken that a step further and has introduced new strategies and reward structures to increase profit. We have also supported Lenovo to compete in a challenging global market by providing the high level of pre-sales support required by the local market.


Datacom received commendation from the Lenovo US-based services team for having the number one service sales figuresin Q3 2012.

“Datacom has been fantastic in supporting the fast growth of the Lenovo.com business by providing exceptional telephone sales support services. Through our long-standing partnership we’ve been able to work closely to develop and scale our business achieving outstanding sales results whilst providing the highest levels of satisfaction to our customers.”

Chris Jowser – Senior Manager Web eCommerce, Lenovo Australia and New Zealand

Orcon benefits from geographical reachOrcon provides broadband, phone and other Internet services to technology-savvy New Zealand homes and businesses. The innovative company needed to boost its contact centre presence and turned to Datacom, which had been providing technical help-desk services to one of Orcon’s customer bases since early 2011. After presenting Orcon with a number of different contact centre options, Datacom was asked to manage Orcon’s accounts queries service from New Zealand but deliver it from Datacom’s centre in Manila. This means Orcon maintains its close partnership and management relationships locally while receiving an affordable, extended-hours service. Our broad geographical reach ensured we could do this and we rolled out a service, which led to a high-quality English service from Asia with a “Kiwi culture”. Recently Orcon engaged Datacom to expand this Manila-based service to also provide level one technical support for Orcon’s residential customers.

“Datacom exceeded our expectations. Their use of best practices and leveraging experiences from other accounts during the on-boarding process was key to a successful outcome. We have every confidence in an ongoing relationship that continues to streamline our processes and enhance our customers’ experience.”

Raewyn Bennet – General Manager Contact Centre, Orcon

Datacom’s solution has led to substantial cost savings for Orcon – as well as offering scalability, robust processes and top-grade production values.



Department benefits

Auckland Datacom businesses held their first environmental project in August 2012: a planting day for the Department of Conservation in the Mataitai Forest. Forty adults and 18 teenagers and children came to plant trees – depite poor weather. Volunteers arrived to a find the 1,400 Datacom-donated plants ready to be transported over a paddock, stream and track to the clearing where planting would take place. The Department of Conservation presented our team with a plaque as thanks for the donated plants and volunteer labour.

Making a difference

In November 2012, 13 Datacom leaders from across the business visited a remote region of Laos to assist World Volunteer build ECO-bungalows in Ban Long Lao Mai. The small village is home to only 700 people. This visit formed part of Datacom’s Leadership for Life programme, building on our graduate course with the Macquarie University Graduate School of Management in the previous year. During their stay, the team helped with daily village duties including building, collecting straw from the rice fields, mounting window and door frames, and installing electrical wiring. For an hour a day, the volunteers also taught classes at the local school on topics such as sports, geography and waste management.

Datacom Strikes a Chord

Strike a Chord (SAC) supports seriously ill and disadvantaged children. Through the gift of music, SAC offers children the opportunity to play an instrument, play in a band or more. The affiliation between SAC and Datacom was born out of a longstanding friendship between Datacom WA’s Director Basil Lenzo and John Zaccaria, Chairman and Co-Founder of SAC. As a founding partner of SAC, Datacom has provided ongoing financial support and is an integral sponsor of their Music4Life programme. The programme enables SAC to purchase musical instruments and equipment for children to keep. Datacom has also developed its website and supplies electronic merchandise for SAC grants requiring iPods and other electronic musical equipment. So far, hundreds of children and thousands of family members have benefited from the partnership between Datacom and SAC.“Datacom’s support for the Chair in e-Government at Victoria University since it was

established in 2007 has been invaluable in helping government to add more value to e-Government solutions”

Professor Miriam Lips – Professor of e-Government

Sponsoring e-innovation at Victoria UniversityDatacom has been a founding and lead sponsor of Victoria University’s Chair in e-Government since its inception in 2007. The Chair, led by Professor Miriam Lips who is recognised across the world for her work, explores issues associated with and benefits to be gained by the application of new IT technologies within government. The New Zealand Government is recognised as leading the world in this field. Recent research projects include the role new and social media played in the aftermath of the Christchurch earthquakes, public attitudes to the sharing of personal information by the public service, effective record management in the 21st century, and a review of e-campaigning by political parties during the 2011 general election in New Zealand. In addition to academic research, the Chair runs seminars.

Professor Miriam Lips Professor of e-Government


Datacom Systems dominated the 2012 partner awards

• EMC Velocity Partner of the Year

• VMware ANZ Partner of the Year

• Lenovo Partner of the Year

• Trend Micro Partner of the Year

• CISCO ANZ Partner of the Year

• McAfee and HP Fastest Growth Partner

• 10 Microsoft Gold Competencies achieved

Datacom Systems was recognised as number one local Cloud provider and number three supplier overall in Australia (Longhaus Pulse Report)

Business Process Outsourcing won the following industry awards:

• 2011 and 2012 Best Outsource Contact Centre in South-East Asia (CCAS Award) and Malaysia (CCAM Award)

• 2012 Best Australian Government Contact Centre (GCC/CCMA Excellence Awards)

• Best Outsourced Contact Centre in the GCC Excellence Awards 2012 – AusIndustry in Partnership

Datacom has been recognised by industry, analysts and the channel as Australasia and Asia’s leading systems and contact centre partner.

Software and Integration won the following awards and recognition:

• 2011 Microsoft Partner Awards, BI Solution of the Year

• 2012 ALGIM Best Website Redevelopment, Hamilton City Council

• 5 Microsoft Gold Competencies achieved

• Selected for the prestigious industry Microsoft App Acceleration Programme (MAAP) and Microsoft Virtual Technical Solutions Professional (V-TS) for Windows 8

• 2011 President’s Club for Microsoft Dynamics.

Our awards


Wrapping up goodwill

Two teams spent a day at Auckland City Mission wrapping corporate Christmas boxes in festive wrap. These boxes are delivered to various corporates to fill and return back to City Mission for distribution to those people in need during Christmas time. The charitable organisation had 500 boxes that required wrapping and our teams accomplished close to 200.

Datacom volunteers to protect and conserve

Conservation Volunteers is Australia’s leading practical conservation organisation, completing more than 2,000 conservation projects across Australia each year. Since March 2010, Datacom Systems Victoria has supported the Wild Futures Eastern Barred Bandicoot programme, as one of the area’s most endangered species considered extinct in the wild. Motivated by a care for the environment, Datacom chose to partner with Conservation Volunteers to prepare the sites for release of animals bred as part the Victorian Zoo’s captive breeding programme. Earlier this year they celebrated the release of a group of bandicoots into the wild at Serendip which is intended to increase the population of animals in the area to 250. Close to 50 Datacom employees are involved in the programme.

Volunteers to Cambodia

Nine Datacom leaders from across the organisation visited a remote region of Cambodia for a week-long stay with the Bunong Hill Tribe in the Mondulkiri Province in November 2011. Their visit was part of Datacom’s Leadership for Life programme. The team volunteered their services as teachers of English, technology and sport. They assisted with the documentation of the villagers’ cultural history and provided assistance to general work, such as helping build a volleyball court.

Helping with big move

Ronald McDonald moved into its new facilities in Newton, Auckland, and needed help moving in new furniture, making beds, setting up the kitchens, among other activities. Over a three-day period, numerous staff assisted the team at Ronald McDonald House, to ready the premises for the open day and, following that, to receive their first guests.


Consolidated Parent Company

Note2012$000

2011$000

2012$000

2011$000

Non-current liabilitiesOther payables 21 712 831 525 558

Provisions 24 4,752 3,569 – –

Deferred tax liabilities 5 4,892 4,026 1,585 1,641

Interest-bearing loans & borrowings 22 12,805 36,116 4,000 21,123

Total non-current liabilities 23,161 44,542 6,110 23,322

Total liabilities 196,770 193,739 26,887 31,367

Total net assets 135,956 127,216 47,377 39,217

EquityEquity attributable to equity holders of the parent

Issued capital 25 8,789 8,850 8,789 8,850

Retained earnings 109,852 96,752 38,461 30,340

Other reserves 25 9,971 13,909 127 27

Parent interests 128,612 119,511 47,377 39,217

Non-controlling interest 7,344 7,705 – –

Total equity 135,956 127,216 47,377 39,217

* The accompanying notes form part of and are to be read in conjunction with these financial statements.

For and on behalf of the Board, which authorised the issue of the financial statements on:

JW Holdsworth Chairman

Dated: 1 August 2012

JC Hagen Director

Dated: 1 August 2012

FinancialReporting

Statement of Financial Position


Note2012$000

2011$000

2012$000

2011$000

Current assetsCash & cash equivalents 9 34,133 41,039 488 1,387

Trade & other receivables 10 126,009 110,392 3,607 1,074

Finance lease receivables 13 4,578 3,914 – –

Current tax assets – 1,219 6 889

Inventories 12 13,541 11,676 – –

Derivative financial instruments 23 25 3 – –

Total current assets 178,286 168,243 4,101 3,350

Non-current assetsProperty, plant & equipment 14 113,849 107,810 21 32

Investment properties 15 – – 17,650 17,900

Other financial assets 11 27 6 – –

Investment in subsidiaries 19 – – 23,480 22,151

Investment in associates 18 828 857 – –

Intangible assets 16 25,152 28,729 7 4

Finance lease receivables 13 5,999 7,954 – –

Deferred tax assets 5 8,585 7,344 – –

Other receivables 10 – – 29,005 27,147

Derivative financial instruments 23 – 12 – –

Total non-current assets 154,440 152,712 70,163 67,234

Total assets 332,726 320,955 74,264 70,584

Current liabilitiesTrade & other payables 21 80,210 76,204 3,159 3,119

Interest-bearing loans & borrowings 22 54,470 38,020 17,413 104

Provisions 24 33,026 25,837 205 60

Current tax liability 5,903 4,374 – –

Dividends payable – 4,762 – 4,762

Total current liabilities 173,609 149,197 20,777 8,045




Note2012$000

2011$000

2012$000

2011$000

Cash flows from financing activities

Cash was provided from:Proceeds of borrowings – subsidiaries – – – 3,308

Loans utilised 4,695 15,597 1,000 2,367

Proceeds from issue of shares 116 149 – –

Finance leases 1,629 11,190 – –

Total cash provided 6,440 26,936 1,000 5,675

Cash was disbursed to:Borrowings – subsidiaries – – 4,482 –

Repayment of borrowings – principal 3,834 16,901 – 10,265

Interest on borrowings 2,910 3,337 1,344 1,597

Finance leases 2,538 12,569 – –

Repurchase of shares 708 1,176 708 1,176

Dividends paid on ordinary/employee shares 13,485 13,178 13,485 13,178

Dividends paid to non-controlling interests 566 1,480 – –

Total cash disbursed 24,041 48,641 20,019 26,216

Net cash flows from financing activities (17,601) (21,705) (19,019) (20,541)

Net increase/(decrease) in cash & cash equivalent (2,841) 4,319 (914) 550

Cash & cash equivalents at the beginning of the year 25,907 21,541 1,387 849

Cash as part of acquisition of subsidiary – 940 – –

Net foreign exchange differences 496 (893) 15 (12)

Cash & cash equivalents at the end of the year 9 23,562 25,907 488 1,387


FinancialReporting

Cash Flow Statement


Note2012$000

2011$000

2012$000

2011$000

Cash flows from operating activities

Cash was provided from:Receipts from customers 769,294 709,489 2,805 4,212

Rent – 769 1,750 1,750

Dividends received 2 2 18,177 19,903

Interest received 2,331 2,206 446 144

Income tax refunded – – 1,048 1,589

Total cash provided 771,627 712,466 24,226 27,598

Cash was disbursed to:Payments to suppliers & employees 698,377 630,572 4,685 4,562

Income tax paid 13,013 10,622 – –

Rent/operating leases paid 13,931 13,171 – –


Net cash flows from operating activities 26 46,306 58,101 19,541 23,036

Cash flows from investing activities

Cash was provided from: Proceeds from sale of property, plant & equipment 186 3,661 5 –

Proceeds on disposal of subsidiary – 382 – –

Total cash provided 186 4,043 5 –

Cash was disbursed to: Purchase of property, plant & equipment 30,248 13,135 112 137

Acquisition of additional equity in subsidiaries 20 1,484 22,985 1,329 1,808


Net cash flows from investing activities (31,546) (32,077) (1,436) (1,945)




Note2012$000

2011$000

2012$000

2011$000

Other comprehensive income

Foreign currency translation gain/(loss) (4,878) 3,594 – –

Revaluation gain/(loss) on land & buildings 300 493 – –

Other comprehensive income for the year, net of tax (4,578) 4,087 – –

Total comprehensive income for the year 20,462 26,353 17,507 18,774

Profit for the year is attributable to:Equity holders of the parent 23,649 20,716 17,507 18,774

Non-controlling interest 1,391 1,550 – –

25,040 22,266 17,507 18,774

Total comprehensive income for the year is attributable to:Equity holders of the parent 19,611 24,375 17,507 18,774

Non-controlling interest 851 1,978 – –

20,462 26,353 17,507 18,774

Earnings per share for profit attributable to the ordinary equity holders of the parent

$ $

Basic earnings per share 7 3.89 3.40

Diluted earnings per share 7 3.77 3.31


FinancialReporting

For the year ended 31 March 2012

Statement of Comprehensive Income


Note2012$000

2011$000

2012$000

2011$000

Continuing operationsSale of goods 332,499 307,747 – –

Rendering of services 451,862 413,190 834 554

Rental income – 769 1,750 1,750

Other revenue 4(a) 2,943 2,830 18,623 21,836

Revenue 787,304 724,536 21,207 24,140

Cost of sales (341,581) (303,487) – –

Gross profit 445,723 421,049 21,207 24,140

Other income 4(b) 965 650 774 500

Employee benefits expense 4(c) (312,738) (288,474) (971) (481)

Other expenses 4(d,e) (89,314) (89,365) (2,356) (3,058)

Finance costs 4(f) (4,306) (4,943) (1,368) (1,617)

Share of profit of an associate 18 96 24 – –

Profit from continuing operations before income tax 40,426 38,941 17,286 19,484

Income tax expenses 5 (15,386) (16,675) 221 (710)

Profit after tax from continuing operations 25,040 22,266 17,507 18,774



Datacom Group Leadership Team

• Jonathan Ladd, Group CEO • Steve Matheson, Group COO • Robin Keall, Group CFO • Erica Lloyd, Group Communications • Greg Davidson, CEO New Zealand • Peter Wilson, CEO Australia/Asia Systems • Kirsty Hunter, MD Connect Australia/Asia • Clark Hobson, Vice-President North America • Mark McWilliams, Director Investments • Nanda Kumar, CFO Australia/Asia

Datacom Organisation

Datacom Board of Directors

• JW Holdsworth (Chairman) • CD Boyce • JC Hagen • SL Matheson • SJ Holdsworth • J Ladd • A Hawke • B Roche • M Yeoman

Datacom New Zealand Leadership Team

• Greg Davidson - CEO New Zealand • John Gill - CFO New Zealand • Scott Green - Director, Auckland IT Management • Vernon Kay - Director, Auckland Systems & Integration • Greg Magness - Director, Datacom Services • Mark Muru - Director, Wellington IT Management • Alastair Turrell - Director, Wellington Systems & Integration • Kevin Murphy - Director, Pay Systems • Peter Mahoney - Director, South Island

Datacom Australia/Asia Leadership Team

• Peter Wilson, CEO Australia/Asia Systems • Kirsty Hunter, MD Connect Australia/Asia • Alexandra Coates - Director, Systems VIC • Andrew Goodwin - Director Systems Asia • Todd Gorsuch - Director, Datacom • Michael Harman - Director, Systems NSW • Basil Lenzo - Director, Systems WA • Glenn Scown - Director, Systems QLD • Lisa Thorburn - Director, Systems ACT • Darren Williams, Director, Systems SA • Scott Wilson, Director, Datacom Business Services

New ZealandAuckland

135 Albert Street, Auckland 1010Phone: +64 9 303 1489

210 Federal Street, Auckland 1010Phone: +64 9 303 1489

Level 2, 48 Greys Avenue, Auckland 1010Phone: +64 9 366 1150

6 Orbit Drive, Rosedale, Auckland 0632 Phone: +64 9 373 8113

Level 2, 28 The Warehouse Way, Northcote, Auckland 1011Phone: +64 9 357 5570

106 Vincent Street, Auckland 1010Phone: +64 9 303 1489

101 Wellesley Street, Auckland 1010Phone: +64 9 356 2490

Christchurch

67 Gloucester Street,Christchurch 8013Phone: +64 3 379 7775

Unit 8, 15 Sir Gil Simpson Drive, Christchurch 8053Phone: +64 3 379 7775

Dunedin

Level C1, Meridian Mall,267 George Street,Dunedin 9016Phone: +64 3 474 0931

Hamilton

115 Rostrevor Street,Hamilton 3204Phone: +64 7 839 1318

Napier

143 Dalton Street, Napier 4110 Phone: +64 6 835 0793

Nelson

12/643 Rocks Road, Moana,Nelson 7011Phone: +64 3 546 5558

Palmerston North

Unit 10B, Grey Street, Northcote Park,Palmerston North 4440Phone: +64 6 358 9109

Rotorua

1231 Ranolf Street,Rotorua 3010Phone: +64 7 347 0897

Tauranga

67 Hull Road, Mt Maunganui, Tauranga 3116 Phone: +64 7 578 2810

Wellington

Datacom Group Head Office Level 9, Sth Tower, 68 Jervois Quay, Wellington 6011 Phone: +64 4 460 1500

Level 1, 84 Abel Smith Street Wellington 6011 Phone: +64 4 385 9012

Level 4, 34 Manners Street, Wellington 6011 Phone: +64 4 498 3737 Sales: 0800 856 856

AustraliaAdelaide

24 Crittenden Road, Findon, SA 5023 Phone: +61 8 7221 7900 Sales: 1800 152 726

Brisbane

Riverside Corporate Park, Level 1, 25 Donkin Street, South Brisbane, QLD 4101 Phone: +61 7 3842 8888 Sales: 1800 152 726

Canberra

Level 1, 212 Northbourne Avenue, Braddon, ACT 2612 Phone: +61 2 6112 0200 Sales: 1800 152 726

Melbourne

190 City Road, South Melbourne, VIC 3205 Phone: +61 3 9626 9600 Sales: 1800 152 726

101 Cremorne Street, Richmond, VIC 3121 Phone: +61 3 9907 9700

Perth

Level 2, 184 Adelaide Terrace, East Perth, WA 6892 Phone: +61 8 6466 6888 Sales: 1800 152 726

Sydney

1 Julius Avenue, North Ryde, NSW 2113 Phone: +61 2 8875 3500 Sales: 1800 152 726

Townsville

Unit 3, 264-278 Woolcock Street, Townsville, QLD 4812 Phone: +61 7 4728 7800 Sales: 1800 152 726

AsiaShanghai, China

Room 1201-20, 12/F, Block 2, HuaYi Building, 2020 West Zhongshan Road, Xuhui District, Shanghai 200235

Kuala Lumpur, Malaysia

Level 3, 1 Tech Park, Jalan Tanjung BandarUtama, 47800 Petaling Jaya, Kuala Lumpur Phone: +60 3 7682 1000

Manila, Philippines

11th Floor, Commerce and Industry Plaza, Upper McKinley Road, Upper McKinley Town Centre, Fort Bonifacio, Taguig City, Philippines Phone: +63 2 802 6600

25th Floor, IBM Plaza Building, Eastwood Avenue, Eastwood City, Bagumbayan, Quezon City Phone: +63 2 802 6600

Directory


OurClients

Our clients“At Datacom we strive to make a demonstrable difference to our over 10,000 clients. This page of logos represents a cross section of our valued customers who we’d like to thank for partnering with us.”

Jonathan Ladd – Group CEO

2012 Annual Review Delivering enduring value for every customer ...

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