The Client

The Municipality of East Fremantle was created in 1897, when it separated from the greater Fremantle area.  The Town has a population of approximately 7,860 and is 3.2 square kilometres in area.  It is bounded to the north and west by the Swan River, across which many properties enjoy expansive views.

Project Summary

IT requirements for the business are delivered through an external contractor.  Two internal resources manage the relationship.  Focus Networks were acquired through the CUA panel for desktop, server and network skills.

The Strategy

The support tools Focus Networks utilise deliver the majority of support from their offices.  Scheduled and additional support is completed onsite.  Regular reporting and quarterly strategy meetings helps to keep our finger on the pulse.  Three key tasks are completed:

• Remote support using secure tools
• Scheduled monthly site visit onsite
• Monthly financial and technical reporting

Proven Results

Guaranteed service level agreements provide exceptional response times.  Users waited for an average of 65 minutes per minor incident for a response this year.  Major incidents attracted a 5 minute response time.  This keeps users productive.