Optus – Department of Immigration and Border Protection


 Project Overview 

Optus has been a service provider to the DIBP since 2001 and has been delivering Managed Network Services since 2009. In mid 2013, DIBP provided feedback to Optus relating to perceived under-performance on their Network Refresh Program. In response, Optus undertook an account improvement initiative. TBH was engaged to analyse the root causes of these performance issues and design a solution to achieve the desired improvements within the Network Refresh Program and the account PMO. 


TBH’s Role 

TBH’s role was to undertake critical analysis of the service and establish a subsequent joint action plan, which included a series of program delivery process improvements. In support of this analysis, TBH utilised a Program Evaluation methodology supported by a number of tools, to produce relevant quantitative and qualitative data to inform the recommendations. TBH then managed the joint action plan to support Optus in implementing the highest value elements over a four-month period. The deliverables included: 

  • Expert report with key recommendations
  • Joint action plan for program improvement
  • Enhanced schedule, dependency, scope and change management processes
  • Enhanced PMO design and governance arrangements
  • Development and delivery of a customised PMO training course


TBH’s inputs laid the ground work for strengthening delivery on the account, by ensuring the leadership team had the necessary visibility, structure and governance at their disposal, to effectively monitor performance and inform corrective actions. The approach also ensured that these improvements could be sustained into the future. Following the improvement program, DIBP expressed that they had witnessed a marked uplift in program performance and subsequently confirmed a two-year extension of the contract. 

To find out more about TBH’s P3M experience, please visit the P3M page.

Project Overview

Client Optus Business – Department of Immigration
Services Program Evaluation Services
Value $150 million 
Duration 2014
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