Cue-X Case Study: Australian National Maritime Museum
ANMM contracted CUE-X's Senior Partner to spearhead the program and work closely with ANMM CIO and Executive Team to achieve the department’s vision.
Given emerging Australian Data Sovereignty and compliance regulations, CUE-X recommended that ANMM first decide on the technology platforms that would meet their requirements and then determine the percentage fit of the platforms against their requirements. As only Salesforce and Microsoft Dynamics 365 CRM (at that time) provided the required data sovereignty requirements, the team developed a cost-benefit analysis, fit functionality/requirements, and government license cost estimates to secure budget.
Consequently, ANMM procured the Microsoft Dynamics 365 CRM platform, enabling it to then issue a highly prescriptive RFT to for professional implementation services.
Boorer managed the end-to-end procurement process from RFT, Vendor Briefing, etc. As ANMM received over 80 RFT responses, the team pre-provided a strict weighted short list evaluation matrix that the program board used to determine four (4) preferred vendors.
On each, the team performed deep due diligence, referee checking, negotiation, and contractual phases to assist the Program Board in deciding its preferred vendors. CUE-X then led and supported the Program Board enter an onerous agreement that ensured ANMM would achieve its agreed objectives and do so within budget and schedule.
ANMM's program's critical success element was its willingness to systematically adopt international best practices based upon the Nine Building Blocks and design a program of work that ensured all components were fully addressed, tightly integrated and scheduled.
While the Program Board owned Customer Vision and Customer Strategy, the team mentored its individual executives to ensure clarity, completeness and measurable business benefits realisation.
The Australian National Maritime Museum is Australia's national (ANMM) centre for maritime collections, exhibitions, research and archaeology.
The museum presents a changing program of stimulating exhibitions and events to share Australia's maritime history and connect the stories, objects, people, and places part of our country's narrative. The museum has one of the largest floating historical vessel collections globally, where visitors can climb aboard and explore life at sea.
ANMM operations amalgamate a broad range of commercial, volunteer, visitor and event management activities presenting complex, dynamic stakeholder cohorts.
Visitors, for example, might be busloads of primary school children, international and local tourists, visiting dignitaries, convention delegates and others. Events and special occasions may include corporate conferences, exhibitions and dinners, educational seminars, and short courses.
Other stakeholders include significant numbers of volunteer guides, group tour operators, film crews and others where logistics, OH&S, scheduling reporting, analysis, and billing are crucial elements.
Supporting these activities are online and retail souvenir shops, cafes, and bulk ticket sales. Similarly, ANMM sought to integrate its marketing, public relations, website content and other promotional activities across all its activities.
In 2012-13, ANMM began consolidating its stakeholder management and logistics operations onto an enterprise platform. It sought to eliminate double handling of stakeholder activities and reduce the number of disparate systems. The primary business benefit ANMM defined was to create a quality customer, user, visitor, volunteer and overall stakeholder experience. Armed with broad initial requirements, ANMM sought the assistance of an experienced enterprise CRM consultant who later became interim program manager to:
· Define & specify its requirements ready for a Request for Tender
· Design enterprise architecture to support immediate needs and provide a solid foundation for emerging and future needs
· Develop an open Request for Tender
· Manage procurement from RFT issue, Vendor Briefings, Clarifications, Evaluation, Short List and Detailed Negotiations
· Conduct auditable due diligence, service level agreements and contract development,
· Manage successful vendor onboarding, reporting, project planning, and scheduling.
· Advise, and assist Program Advisory Board/Starring Committee etc.
About CUE-X
CUE-X has a team of experienced consultants and contractors that work across many of the major federal government agencies. CUE-X specialises in the advice, delivery, management, recruitment, training and development of ICT programmes, voice of customer, customer data, business transformation, programme management and organisational change. Dan Marks is the Chief Executive Officer of CUE-X and has more than 20 years experience across government, Australian and global organisations. Dan is based in Canberra and works in government across major ICT program delivery. For more information go to www.cue-x.com
