Australia’s largest university, Monash University, required a consistent, reliable and cost-effective business partner for a refresh program across all of their campuses. CitadelTech has provided support arrangements, onsite technicians and is a member of Monash University’s integrator panel for building projects.
Type of work
CitadelTech started our relationship with Monash University in December 2015 through a five-year partnership agreement. During this time, CitadelTech has been the core supplier to procure, install and commission audio visual spaces across all campuses within the rolling refresh/upgrade Program. We provide Monash University with Level 3 AV/VC technical support for all rooms and campuses. This included onsite attendance, support, fault finding and provision of resolution methods. Some of the types of work include:
CitadelTech has been tasked with upgrading over 1500 rooms across all campuses for Monash University. This has involved decommissioning old technology and the procurement, programming, installing, and cataloguing of replacement equipment. One of the key initiatives that CitadelTech has implemented is the creation of standardised rooms and systems to be deployed across all campuses. This program was designed to maintain consistency across rooms and increase usability, efficiency whilst controlling costs.
CitadelTech provides Monash University with Level 3 AV Technicians upon escalation for rapid resolution. For incident management, these technicians are experienced in remedying technological issues via remote troubleshooting and on-site support. Whilst Monash University have their own support team, CitadelTech can assist in times of need.
Technology testing and diagnostic laboratory
To minimise system downtime and ensure workability of new technology, CitadelTech undertook several R&D/testing projects. By performing high level research, we were then able to provide Monash University with evaluations, reports, and recommendations of new technology implementations.
CitadelTech invested significantly in system infrastructure, including a local warehouse facility, to provide Monash University with a reliable and efficient service. We identified that spares management would be a key part in the continual success of our projects. We established dedicated SLAs and developed process and procedures to manage stock levels, stock movement, reordering and dealing with end-of-life assets.
During this contract term, CitadelTech has completed twice as many spaces and has achieved over 50% less defects and return to job requirements than previous AV/VC integrators. Monash also extended the engagement with CitadelTech to include exclusive design services and technical support. This allowed Monash to concentrate on developing improved teaching outcomes for the future. Maintaining trust, transparency, openness, and commitment are pillars to the success between CitadelTech and Monash University.