Telephony upgrade helps gallery modernise communications

Short Description

Located in Canberra, The National Gallery of Australia (NGA) is one of the country’s most iconic cultural institutions. With over 2.3 million visitors to the venue every year, they needed to upgrade a very old and fragile telephony system and replace with something that not only reduced costs but was more reliable for staff, vendors and customers ensuring minimal disruption, greater cost efficiencies and reduced internal skill reliance.

Details

  • Task: Upgrading legacy telephony system to a cloud-based solution
  • Collection: Government
  • Technology: Skype for Business, Telstra Calling
  • Client: The National Gallery of Australia
  • Project Date: 2019
  • Download This Case Study

Main Features

  • Telstra Calling
  • Skype for Business

01.

About The National Gallery of Australia

The NGA is the Commonwealth of Australia’s national cultural institution for the visual arts and is a portfolio agency within the Department of Communications and the Arts. Open to the public and seeing over 2.3 million visitors’ step through their doors every year, their sole purpose is to provide and be a place of inspiration for the people of Australia.

The Business Need

Whilst the organisation sees huge visitor figures, the actual team working behind the scenes to ensure the smooth and successful running of the iconic gallery is relatively small. They receive a high volume of calls from the public and to be able to successfully manage the logistical and operational side of the business having a reliable and strong telephony system is key.

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The Challenge

The old PBX system in place was old and fragile. In fact, Andrew Hood, IT Manager, NGA expressed concern “Eventually the hardware would have failed at some point. We are a major national cultural institution, and a lot of customers call us. We need something that works with little to no disruption.”

Key Outcomes

The transition went seamlessly with zero disruption to users, so much so that many staff were not even aware that the transition had taken place until they came back in, in the morning to find no more handsets on their desks.

So well received has the new system been internally, staff are now excited by what other functionality the new system allows them to use to make their jobs easier than ever before.

Whilst it is still early days since implementation took place, Andrew already sees several benefits such as reduced costs and need for internal IT support and skills, increased collaboration and system reliability, more engaged team.

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The Future

The telephony system upgrade started the ball rolling on a much bigger digital transformation journey for the gallery, “Part of our digital transformation will be to reduce how much we need to manage internally and farm out to subscription-based services,” says Andrew Hood.