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Case Studies

Impactathon

Impactathon: 145 Staff Dedicate a Day of Innovation for Change

I’ve done Hackathons in the days of Melbourne It, Outware – outside the business, in the days of the dotcom bubble when real cash was on the table and when a certain company flew 500 people from around the world to Cannes. Never have I seen such engagement or enjoyment from such a large group of people. You and your team did an outstanding job! Thank you for driving an amazing day of invention, connection and fun.

– Steve McCormick
Chief Customer Architect
ARQ Group

Impactathon was next level!! It’s gone amazingly well.

– Tristan Sternson
CEO
ARQ Group

Well done today!! It was a really well run event and great to see unfold in real-time. Great experience and everyone I spoke to loved it!”

– Cameron Boog
Partner QLD
ARQ Group

Project Background

Impactathon is an ARQ pro bono event held annually to give back to our local community. Organised to help those in need of a solution to a real world problem by extending the depth of ARQ resources across a team of 145+ technology-savvy experts – who combined – provide a formidable think tank for ideation and implementation of innovative solutions.

The Challenge

  • How to drive internal company interest and encourage Impactathon registrations?
  • How do we make people feel like they are part of something worthy of a cause? 
  • The committee needed to be creative in the approach so interest was gained by all ARQ employees. 

COVID Lockdowns

  • How to unite 145 people across 3 states to deliver creative ideas for challenge statements in a COVID19 lockdown?
  • How do you maintain the engagement and interest of 145 people for an entire day when they are not in the same physical room?

Partner Organisations

  • Impactathon was not yet an event, and the committee had to convince NFP organisation to trust us with their problem statement. 

Judging

  • Who were going to be the judges? They needed to be external to ARQ so there was a level playing field. 
  • How to make it an efficient so the judges can judge 20 presentation on the day?
  • What would be the judging criteria in each presentation?

Solution

Technology

The tech stack used for Impactathon:

  • Miro boards: Planning
  • Power apps: Registrations, FAQ’s, on the day for teams and problem statements and then voting
  • Gathertown: The perfect virtual office environment that brought it all together.
  • MS Teams: On the day communications and back up meeting space, Q&A sessions with coaches
  • Slack: Communication in the lead up to the day

Teamwork and Communication

The behind the scenes committee worked tirelessly through the weeks leading up to Impactathon:

  • Creation of incentives for the registration of participants 
  • Plans made to move from a physical event to a virtual event
  • Use of other team members for design
  • Search for judges
  • Creation of judging criteria
  • Impact, desirability, feasibility, viability 
  • Creation of teams to ensure there was an even split of capabilities 
  • Ensuring each team had what they needed to be successful on the day

Benefits

  • 145 participants
  • 20 teams
  • 3 impact areas
  • 8 external judges
  • 4 grand finalists
  • 100% online

Participants 

The Impactathon committee was able to engage the whole ARQ organisation. Throughout the 8 week lead time there was consistent communication, regular updates and visual displays, which not only kept the interest, but built upon it. The final result was having over a third of the organisation participate. 

 

The 145 participants were not aware that there was a prize at the end. They signed up to be part of the day. They signed up to make an impact!

 

By pivoting and having a purely online event it allowed ARQ to have team members from different states and different capabilities that would have not been possible when in person.

 

Committee

Consistent, regular and open communication between all members of the Impactathon committee was vital to the success of the day. All members were open with ideas and happy to be involved in all tasks. 

On the day was no different. They approached it with a divide and conquer attitude. Allocating set tasks to each person ensured that all areas, problems and participants were covered should any issues arise. 

 

Judges

Having external judges allowed for the feeling of a real Hackathon. A real event that everyone took seriously. ARQ were where to make a difference.

The committee provided continuous communication with the judges, keeping them keen along the entire journey. 

 

Technology

The whole process from ideation to application development to event day was a smooth process. The Impactathon App was a key part as it covered details from registration to team allocation to FAQ’s on the day and then finally the voting.

About ARQ

ARQ is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do; we would rather talk about what our customers have achieved (or even better let them tell the world). ARQ is an AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency. AWS raise the bar and we rise to meet it each year. Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end-to-end partner for companies of all sizes that need the best, and value experience and expertise. We partner with half of the top 20 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

Categories
Case Studies

Here’s How We Cut ACECQA’s Cloud Costs with Cloud Optimisations​

Here's How We Cut ACECQA's Cloud Costs with Cloud Optimisations

Project Background

The Australian Children’s Education & Care Quality Authority monitors and promotes the consistent application of the Education and Care Services National Law across all states and territories and supports the children’s education and care sector to improve quality outcomes for children.

The Challenge

Cost Optimisation

Managing costs is a common challenge across many organisations. Reducing IT spend allows cost savings to be directed towards new projects, enhancements, or services.

Security

As an organisation aligned with the education sector, information stored and communicated may contain sensitive data. For this reason, ACECQA is challenged to ensure appropriate controls are in place across the entire IT landscape. In partnership with Arq the intention is to become completely IRAP compliant in the near future.

Agility

ACECQA found that while their current cloud platform was reliable, improvements and optimisations could offer new outcomes because:

  •  The IT landscape is always changing
  •  Ability to host new applications/services
  •  Modernising platform components to leverage new cloud services
  •  Potential new legislative requirements around security/IRAP compliance

Solution

Arq’s successful RFT submission provides a Managed AWS Infrastructure solution (IaaS). 

The solution is a hosting platform for ACECQA’s National Quality Agenda IT System (NQAITS) – an online tool for educators and providers:

The platform consists of three environments:

  1. Test (UAT)
  2. Development
  3. Production 

Development and production are segregated at VPC level (each environment has its own VPC). 

Core service components in the platform are:

  •  SharePoint
  •  Dynamics CRM
  •  SQL
  •  Active Directory / Domain Controller
  •  Dedicated SMTP outbound service (Prod only)
  •  Zap

Since initial onboarding, the platform has been maintained with a focus on cost optimisation, security – and more recently – continuous value delivery (CVD).


Cost Optimisations

Monthly operational review meetings allowed Arq to continually assess resource utilisation. Potential saving opportunities were identified and flagged for implementation. At the time of writing, this included:

  • Scheduled uptime for non-production environments
  • Reserved instances for fixed workloads
  • Regular rightsizing activities
  • Regular cutover to newer available services (e.g. m4 -> m5 classes, ebs gp2 -> gp3)

Security

To meet the evolving security requirements of ACECQA and the education sector in general, Arq implemented enhanced security services to ensure platform integrity is continually improved. This was achieved through the installation of proactive endpoint monitoring agents, a platform-wide Web Application Firewall (WAF), and continually scanning and remediating vulnerability findings coupled with an annual comprehensive penetration test.


Continuous Value Delivery (CVD)

The latest iteration of our Managed Service Agreement had an inclusion for CVD, enabling Arq’s support team the ability to develop a backlog of platform improvement tasks in partnership with ACECQA and implement these changes by drawing down on support hours rather than distinct fixed price engagements.

Results

Through the partnership with the ARQ Group, ACECQA has peace of mind their sensitive information is secure and compliant with the right controls in place and allowing them to identify and remediate vulnerabilities before they result in security breaches. 
 
Operationally, ACECQA are now able to move faster and optimise through continuous improvement and cost savings.

About ACECQA

The Australian Children’s Education and Care Quality Authority (ACECQA) is an independent national authority assisting governments in administering the National Quality Framework (NQF) for children’s education and care.

About ARQ

ARQ is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do; we would rather talk about what our customers have achieved (or even better let them tell the world). ARQ is an AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency. AWS raise the bar and we rise to meet it each year. Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end-to-end partner for companies of all sizes that need the best, and value experience and expertise. We partner with half of the top 20 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

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Case Studies

Beyond Blue

Managing a Surge in Traffic from the Prime Minister's Live Broadcast

Create a secure, scalable and highly-robust solution for an imminent, unprecedented level of website traffic from the Prime Minister’s live national broadcast.

(Oh… and you have a week to do it.)

We wanted a service that would be able to handle extremely high levels of traffic. The fact that we turned this around so fast, in just over a week, showed an incredibly high level of resilience and ability to handle the traffic which, at the time, was largely an unknown quantity.  

I had confidence that the solution the team and the architects put in place was going to meet those demands which was comforting in such uncertain times.  

Whilst we had to turn the solution around quickly, if we had to do it again, with the same amount of information available now, we wouldn’t change anything.    

Overall, it was a good and enjoyable experience working with Arq Group on a common goal and still having a bit of fun along the way.

Luke Caleo
IT Solutions Delivery Manager  
Beyond Blue 

Project Background

Commissioned by the Australian Federal Government in 2020, Beyond Blue provides people in Australia with a dedicated Coronavirus Mental Wellbeing Support Service. As unprecedented times require unprecedented action, Australia’s Prime Minister announces on live national broadcast the new initiative and launch date – one week to rollout across the nation.

To seize the moment and capture the surge in traffic from the Prime Minister’s announcement, Beyond Blue needs an uplift in digital content. With the national announcement comes the expectation of national user traffic, triggering a surge, and the potential of a Distributed Denial of Service (DDoS) attack. The timing also coincides with national security guidance on the increased presence of DDoS attacks upon government websites.

Beyond Blue turned to ARQ Group to ensure their website assets were ASIO standard secure and their services maintained continued uptime. Imperative was the need for online stability to support Australians during the influx of traffic.

The Challenge

ARQ needed to deliver a solution strengthening Beyond Blue’s current capabilities to accommodate the imminent surge in new website traffic.

Enter AWS, who ARQ engages for Infrastructure Event Management and work closely to re-evaluate the architecture of the site.

The Task: design a robust solution that would manage the new traffic volume while maintaining the seamless user-experience (UX) Beyond Blue are reputed to consistently deliver.

Time is ticking, and with less than a week on our side, agility was crucial. In a strategic move, a microsite is built to receive all incoming traffic from the Prime Minister’s officially announced web address.

The Idea: decouple the static microsite from the main site. It’s simple by design, acting as a dedicated platform for Beyond Blue’s Coronavirus Mental Wellbeing Support Service. Tactically, should the microsite suffer from a DDoS attack, Beyond Blue would maintain operational continuity.

The Outcome: designed, produced and deployed within a week – on time and on budget. The Federal Government’s announcement of the new microsite created the anticipated surge in traffic.

Beyond Blue’s website never missed a beat (or subject to DDoS attacks). Beyond Blue is satisfied knowing their infrastructure is stable, reliable and built robust for scalable growth now and tomorrow.

From project beginning Beyond Blue witnessed a 40% increase in user traffic compared to the same time last year. The coronavirus pandemic has increased feelings of distress or anxiety, as typical responses in times of uncertainty.

The impact of the Beyond Blue microsite for visitors saw over 800,000 users seek practical advice, information and digital tools to help manage mental health and wellbeing.

Solution

ARQ Group designed the solution using the AWS Well Architected framework capitalising on ARQ’s experience in managing some of Australia’s largest websites.  

The solution leverages several components of AWS including: Route 53, AWS WAF, CloudFront, EC2, RDS, S3 and Elasticsearch, and has been tested to ensure the site scales at speed when needed – is highly available – and secure. 

AWS services used:  

– AWS S3   

Static content residing in a S3 bucket was used as origin for CloudFront services for the website. The S3 bucket was encrypted and versioned to allow roll back functionality and an additional bucket deployed for access log data collection.  

– AWS CloudFront  

Amazon CloudFront is a global content delivery network (CDN) service that accelerates delivery of web services.  

– AWS Web Application Firewall (WAF)  

AWS WAF is a Web Application Firewall that helps to protect web applications from common web exploits. It is integrated with CloudFront.    

– CI/CD Pipeline Deployments  

Octopus deploy was used to allow for appropriate build workflow for automated deployment into the S3 bucket.    

– AWS Shield Standard  

AWS Shield Standard was used to provide quick detection and inline attack mitigation for DDOs related attacks at Layer 3 and 4. 

Benefits

  • Robustness: Beyond Blue’s website passed industry standard heavy load testing.
  • Scalability: Scalable at speed, in an instant; future-proofing Beyond Blue’s online capabilities.
  • Security: ASIO standard security able to withstand DDoS attacks and decoupled to ensure operational continuity.

About Beyond Blue

Beyond Blue is an independent, not-for-profit organisation working to reduce the impact of anxiety, depression and suicide in Australia.

About ARQ

ARQ is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do; we would rather talk about what our customers have achieved (or even better let them tell the world). ARQ is an AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency. AWS raise the bar and we rise to meet it each year. Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end-to-end partner for companies of all sizes that need the best, and value experience and expertise. We partner with half of the top 20 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

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Case Studies

How a business first, tech-enabled approach allowed align.me to meet global demand faster than ever before

How a business first, tech-enabled approach allowed align.me to meet global demand faster than ever before

With increasing global demand for their online marketing planning tool, align.me turned to ARQ’s custom designed, tech powered solutions to take them from slow to go.

 

A sales and marketing agency offering outsourced B2B marketing, training, and planning, align.me has been helping businesses around the world to align their sales and marketing and build actionable go-to-market plans for over 20 years.

To help build the plans that shaped these clients’ sales and marketing strategy and activities, align.me Founder and CEO Hugh Macfarlane led development of an online planning software called Funnel Plan

The tool helps planners – either align.me or accredited Funnel Coaches – lead their exec team through the planning stages and allowing everyone to contribute. With over 4000 plans now built and over 70 Funnel Coaches accredited, Funnel Plan has become central to many businesses’ successful sales and marketing operations globally.

Initially hosted on Azure, Funnel Plan's performance was struggling to meet demand. Hugh highlighted three main challenges:

With more updates to the software in the pipeline and a growing global userbase, Hugh decided Amazon Web Services (AWS) would be a better fit and more powerful hosting platform for Funnel Plan’s needs. He knew he needed more than a ‘lift and shift’; if they were going to migrate to a new hosting provider, they needed a highly skilled partner to help them do it.

Finding a partner who could tick all the boxes

It was a business-critical project, and one align.me wanted to do right the first time. More than being able to carry out a migration, align.me was looking for a provider who would also understand:

  • the unique needs and usability of Funnel Plan and what align.me was trying to achieve
  • the design and architecture of a scalable solution (zero users to 100 active users and back down to zero again in a 10-minute window)
  • enterprise applications and customer experience
  • systems management
  • application modernisation

“We wanted a cleverly-engineered solution that wasn’t too expensive but was highly available, secure, and could scale radically when we needed it to.” 

– Hugh Macfarlane, CEO & Founder, align.me 

Project Background

align.me had first been introduced to ARQ when working with AWS and ARQ on ARQ’s own sales and marketing planning. This meant that ARQ already understood align.me’s business and had experienced the scaling, security and availability issues of Funnel Plan firsthand.

It also meant align.me knew that ARQ ticked a lot of their boxes. Not only did they have strong experience in applications and architecture, but their ‘business first, tech-enabled’ approach was exactly what align.me was looking for.

“ARQ focused on really getting to know our needs, and we were seeking a change before designing a solution.” Hugh Macfarlane

Add to this their superior understanding of providing great online experiences, and Hugh knew ARQ was well suited to their needs.

Solution

The migration process

The migration occurred over three phases, which allowed ARQ and align.me to test the process rigorously before going live.

Phase 1:

Before even contemplating a solution, the ARQ team undertook an incredibly detailed needs analysis. Even though they already had a basic understanding of align.me’s business, they wanted to better understand the key issues, why align.me was facing them, and what that meant to the business.

Phase 2:

After the needs analysis, ARQ moved onto strategizing to find the correct architecture. There was a lot of planning, followed by rounds of reviews and tweaks to improve their work and ensure the architecture fit perfectly. This process took around three weeks.

Phase 3:

When it came time for implementation, ARQ started with a full migration of the staging platform so it could be used live and tested. Then they migrated the application server using a snapshot (or copy) of the database and tested that. Once all tests were completed successfully, the final live migration was done over the weekend.

“The actual migration only took three days. There was lots of preparation, then an extremely rapid execution” – Hugh Macfarlane

The improvement was immediate

Reduced load time and improved plan-creation speed

Since migrating to AWS, align.me has experienced a nine-fold reduction in page load time for Funnel Plan’s high-volume pages. The two main outputs of Funnel Plan (a one-page marketing plan and a plan PowerPoint presentation) are now also operating ten times faster than previously.

Increased capacity

12 months ago, align.me was running about one planning workshop a month. In 2020, they increased this to approximately six workshops a month – some of them running simultaneously in different parts of the world. Since their migration to AWS, super-fast response times have been reported by all their participants – including a recent workshop with 25 people, all using Funnel Plan at the same time.

Ease of online delivery

Like many other businesses, align.me had to switch to a predominantly online delivery of the planning workshops in 2020. The new rapid scale and high availability – not to mention the security improvements – mean that they can continue to support their global clients in a virtual setting.

It just works

Hugh and align.me now have the peace of mind that the servers will automatically work, and support the software wherever and whenever it is being used. They don’t have to double-check anything, or be concerned that access will be compromised in the middle of a workshop – it all just works.

“Since migration, we’ve seen nothing. And that’s exactly what we should see” Hugh Macfarlane

 

What’s next for align.me and ARQ?

Overall, Hugh and align.me were incredibly impressed with the migration outcome, which came just at the right time for the business. And they had no doubts about their choice of partner.

“The ARQ team executed what was promised, and there was a lot of collaboration and flexibility that made them very easy to work with.” Hugh Macfarlane

So impressed with the calibre of the team, align.me plans to continue to work alongside ARQ for future improvements. Now that they’re faster, more scalable, more available and more secure, align.me plans to improve the user experience within the application, as well as carry out application modernization with ARQ’s help.

During this time, they plan to have ARQ take over systems management, so the align.me team can focus on building the application, rather than running the systems in the background.

“We’re looking forward to continuing our work with ARQ, and their contribution to our ongoing improvements.” Hugh Macfarlane

Looking for a technology partner that can take you to bigger, better and faster heights? Let’s talk.

About align.me

align.me is a small agency by global standards (around 20), but we’ve got a big spirit – and even bigger skills. From our base in Australia, we’ve helped businesses all around the world achieve great sales and marketing, from start to finish.

Whether you want to align your teams, build a great go-to-market plan, get some help with your execution, achieve business growth, or upskill yourself and your team, we can help.

About ARQ

ARQ is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do, we would rather talk about what our customers have achieved or even better let them tell the world. But we want to make sure we are the best so we are also an active AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency – AWS raise the bar and we rise to meet it each year.  Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end to end partner, for companies of all sizes that need the best and value experience and expertise. We partner with half of the top 20 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

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Case Studies

Alert SA App – SAFECOM

Alert SA - Bushfire App

Managed by the South Australian Fire and Emergency Services Commission (SAFECOM), Alert SA displays bushfire alerts, warnings, updates, Fire Danger Ratings and Total Fire Bans

10 K
App Installs (iOS & Android)
1 M
Push Notifications Sent
0
Weeks to build app
Dom Lane SA Fire Commissioner

“We are very pleased with Alert SA’s reliability and performance, particularly over the incredibly difficult 2019/20 bushfire season.

“We will look to further enhance the Alert SA App in the future to include other emergency hazard information, such as floods and storm warnings.”

– Dominic Lane AFSM

Chief Executive SAFECOM

Project Background

With the upcoming 2019/20 bushfire season fast approaching, the South Australian Fire and Emergency Services Commission (SAFECOM) were interested in developing a public facing bushfire warning system, including a mobile application called Alert SA.

Following the success of the Arq build NSW Rural Fire Service mobile app, Fires Near Me – Dominic Lane AFSM, Chief Executive SAFECOM engaged Arq to develop the Alert SA App using Fires Near Me as the base. Arq hosted a two-day workshop to define the App scope along with the cloud infrastructure required to handle the heavy loads experienced with emergency communications platform.

A multi-disciplinary squad of Arq innovation consultants, user centric designers, mobile developers and an AWS-certified cloud solutions architects designed the Alert SA app. Modelled heavily on the successes and learnings of NSW RFS Fires Near Me app that Arq had previously built, Alert SA was designed with security, reliability and scalability as primary outcomes. To add further challenge, to meet deadlines of the upcoming fire season months of 2019-2020 – Arq was tasked to deliver the new app and infrastructure in a record breaking 8 weeks, live on the apple and android app stores – to which Arq was successful with delivery on time, live in both app stores.

Solution

Alert SA is an emergency services smart phone application that provides timely, relevant bushfire information to communities across the state.

Based on the hugely successful Fires Near Me app in New South Wales, Alert SA publishes data from the South Australian Country Fire Service (CFS) and displays bushfire alerts, warnings and updates as well as Fire Danger Ratings and Total Fire Ban information.

Users are also able to create multiple Watch Zones, specifying areas across the state which are of interest to them.

The Alert SA app has undergone extensive user acceptance testing to ensure it is reliable and able to withstand large volumes of users during peak periods. This was demonstrated during the devastating bushfires in South Australia’s Cudlee Creek and Kangaroo Island.

Along with its award-winning mobile app experience developing emergency communication platform (NSWRFS Fires Near Me app), Arq brought it additional capability in the cloud space, delivering a full suite of consumer experiences across both Android, iOS and web for Alert SA, including Cloud managed services, severless middleware and customer support.

Personalisation and usability were vital design drivers – the right information delivered in the right way at the right time to the general public, especially when it came to sending out alerts of approaching bushfires, which users could easily setup by creating ‘Watch Zones’ at any location on the map.

Alert SA was designed and developed as a highly performant, available and scalable, regional fault tolerant AWS cloud native solution to be able to quickly deliver push notification messages to impacted devices by a fire incident.

AWS Services Leveraged

A number of key AWS services were utilised in the delivery on this native cloud application, including AWS Lambda, AWS Cognito Authentication Service, AWS DynamoDB, AWS Kinesis, AWS Simple Storage Service (S3), Amazon Simple Notification Service (SNS), Amazon Simple Queue Service (SQS) and AWS Aurora PostgreSQL.

Key system features:  

  • Being regional fault tolerant – apart from being available across multiple AZs, the system is operating in two regions.  
  • Using fully managed infrastructure – always live with minimal operational maintenance and support   
  • Built with highly scalable serverless resources – utilising scalable serverless resources such as Lambda functions, SQS, DynamoDB, Kinesis, Cognito and S3.   
  • Connected microservice oriented system modules – deliver system messages using event streams   
  • Managed Infrastructure as code – hassle free deployment with no stack drifts 

Built to scale

Arq performed a major scalability test using AWS lambda, during load testing in a single region with no indicated instability. This is the new standard for performance for emergency communication platforms of this scale and Arq are proud to be leading the way in designing application that scale when it matters most.    

Benefits

Live in both iOS and Android app stores in a record breaking 8 weeks.

200k app installs, with 1108 bushfire incidents live on the app during the 6 month bushfire season of 2019/20, now known as the worst bushfire seasons to have ever hit Australia.

3.3M push notifications sent to the residents of South Australia alerting them of approaching bushfires.

SAFECOM’s new app Alert SA now have a reliable current generation native cloud application, built on newly leveraged serverless middleware providing limitless scalability at a moment’s notice, critical for any emergency management infrastructure.

The South Australian Fire and Emergency Services Commission (SAFECOM) Chief Executive Dom Lane said the project team will continue to build the Alert SA app.

“We are very pleased with Alert SA’s reliability and performance, particularly over the incredibly difficult 2019/20 bushfire season.

“We will look to further enhance the Alert SA App in the future to include other emergency hazard information, such as floods and storm warnings.” Mr Lane said.

About SAFECOM

The South Australian Emergency Services Sector (ESS), comprising of SAFECOM, the CFS, MFS and SES, protects South Australian lives, property and environment. SAFECOM supports the vision of “we are safe in our homes, community and at work”.

The ESS plays an essential role in the safety of all South Australians. The ESS has a responsibility to deliver benefits and cost efficiency to those it serves and returns an increasing value on their trusted investment.

SAFECOM provides corporate and operational support services that are integral in allowing the ESS agencies to provide the frontline services that directly support and protect the community of South Australia.

 

Visit SAFECOM website.

About ARQ

Arq is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do, we would rather talk about what our customers have achieved or even better let them tell the world. But we want to make sure we are the best so we are also an active AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency – AWS raise the bar and we rise to meet it each year.  Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end to end partner, for companies of all sizes that need the best and value experience and expertise. We partner with half of the top 10 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

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Case Studies

Wrapped Insurance

Wrapped Insurance

A startup insurance app managing all your policies in one place.

Loved working with the amazing team of data scientists and developers at ARQ Group. Their unique approach of rapid experimentation and collaboration has provided me with an excellent MVP product I can go to market with quickly.

Sofia Rostankowska, CEO Wrapped Insurance
Wrapped Logo

Project Background

How to alleviate the pain from the insurance mundane?

With multiple policies expiring on different dates across numerous insurance companies, why can’t we see it all in one glance?

There must be a better way…

Enter Wrapped Insurance mobile app (WrApp).

With better things to do than memorising policy expiry dates and coverage conditions, WrApp conveniently centralises all your insurance policies from all your insurance providers giving you total transparency and control.

“When it comes to insurance, everyone gets excited.”
 said no policy holder ever.

Wrapped Founder and CEO Sofia Rostankowska knew a compelling user experience was crucial to combat the lack of user engagement in insurance. Intuitive, frictionless and fast is key for user adoption.

Creating an experience where users simply upload their policies with machine learning (ML) and artificial intelligence (AI) taking care of the rest.

The biggest challenge: how do you generate a meaningful overview of a user’s insurance landscape with only the policies they’ve uploaded?

Solution

ARQ’s team of data scientists and developers employ the latest in cloud technology and open source machine learning by devising a novel solution to a complex problem. The beauty of the solution lies in three parts:

  1. Optical character recognition with Amazon Textract, augmented with carefully designed heuristics extracting text in the correct reading order from insurance policies (PDF or image);
  2. A hybrid of natural language deep learning models and rule-based methods consistently identify important details from each policy, providing a meaningful summary; and
  3. Create a human-in-the-loop web interface and pipeline validating predictions. The solution provides labelled training data as new policies are received.

The trifecta solution provides exceptional user experience while collecting labelled training data. Now automated insurance policy summaries are constantly improved and refined.

Building with AWS ensures WrApp is supported by best in class security with encryption in transit and at rest. Secure S3 and DynamoDB storage within Australia and secure social media sign-in with authentication provided by Amazon Cognito.

To ensure best practice in security and design, WrApp architecture has been reviewed and validated by ARQ’s Senior Solution Architects and our AWS Partner Architect.

Benefits

Our collaboration with Wrapped Insurance has created a new channel to engage with potential customers by providing a tangible and intuitive new way to understand insurance at a glance.

WrApp provides an avenue to receive customer feedback on the idea of wrapped up insurance, while cultivating customer interest and gathering data to support Wrapped on their pathway to changing the status quo of the insurance industry.

Placing AI at the core of WrApp summarising existing policies is a differentiator in the insurance market. A clear advantage for Wrapped to engage with customers needing a better way to manage their insurance across a portfolio of assets.

WrApp is built with scalable future proof infrastructure to grow an intelligent, holistic and truly unique insurance experience.

About Wrapped Insurance

Wrapped Insurance is a new Australian startup InsurTech building the launch of a single comprehensive insurance product. Wrapped Insurance covers all your general insurance needs providing peace of mind with no gaps, no duplication, and simple terms.

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Case Studies

Dominos Cloud Migration

Domino's Australia

Migrating Domino’s Employee Communication Hub to the Cloud.

“With a diverse workforce spread over hundreds of Domino’s franchises, the need for consistent communication to collaborate and access corporate information is critical.

Email isn’t sufficient to cover the breadth of communication and collaboration required across the entire organisation. With more than 600 stores and over 25,000 employees, consistent and timely communication is key to business success and employee satisfaction.

The My Domino’s platform is the centralised digital home for Domino’s team members to access shift information, news, training and all things Domino’s.

The migration to cloud was the first step in the My Domino’s journey. ARQ’s unique advice and approach to unlock future business applications at speed helped make the Domino’s business transformation what it is today.”

– Steve McCormick

Chief Customer Architect, ARQ Group

Project Background

Domino’s is Australia’s largest pizza chain (by network sales and stores) and the biggest Domino’s Pizza franchisee in the world. Domino’s wanted to create a digital solution that would improve collaboration between Domino’s Corporate and its franchisees. A solution to allow franchisees to manage their businesses by providing access to applications such as rostering, company announcements and updates to important policies such as OHS. 

Previously running Sharepoint and multiple SAAS applications to collaborate with its franchisees, Domino’s wanted to improve the experience by providing a single, easy to use interface that would make the user experience more interactive and personalised. Domino’s built an initial version of the application, but experienced challenges with the environment during testing. 

Enter ARQ Group (who Domino’s contacted to help solve the challenge).

The Challenge

Domino’s are a digitally-led operation with more than 70% of revenue generated online. Domino’s on-premise infrastructure was frequently down. Outages were very costly. Scalability is non-negotiable in such high traffic environments. Domino’s needed a best in class partner to move to the cloud with expertise in managing continuous change. ARQ received the call…

Solution

ARQ Group migrated Domino’s infrastructure to the AWS cloud. Retiring technical debt and allowing Domino’s to focus on maintaining a market leading position. ARQ provide an ongoing managed service to ensure digital innovation remains part of Domino’s DNA.

By adopting a native, iterative cloud approach, ARQ Group implemented a deployment process that enabled rapid development while providing the right level of governance and controls to ensure that change could be supported and delivered reliably. Application monitoring was a key component of the solution, allowing for a greater understanding of the impact of changes being made and providing deeper insights into the root cause of problems. 

The approach allowed issues to be identified in minutes, and resolved in days. Code was developed using delivery pipelines, with ARQ Group ensuring operational stability and support. The practice, known as ARQ’s Continuous Value Delivery (CVD) guarantees performance quality by involving solution architects and cloud engineers early in the application design process. CVD ensures design decisions are made with consideration for their potential impacts on application performance. This methodology provides a more proactive approach to managed services, with issues being identified and resolved early, rather than triaged after-the-fact.

AWS Services Used

  • API Gateway
  • Lambda
  • ECS
  • RDS
  • Route53
  • EC2

Benefits

The My Domino’s application provides a single resource for Domino’s staff to access the tools they need for their work and provides a platform through which the corporate office can inform and inspire franchisees with new content. Domino’s successfully launched the application in Australia, New Zealand and Europe. The environment performs reliably, and is currently supporting fortnightly releases of new features and content. ARQ Group continues to work with Domino’s to support new enhancements and feature updates to the My Domino’s platform.

About Brand

Domino’s is Australia’s largest pizza chain (by network sales and stores) and the biggest Domino’s Pizza franchisee in the world, with more than 600 stores and over 25,000 employees. Started in 1961 by brother’s Tom and James Monaghan with one store in Michigan, today Domino’s has over 17,000 locations worldwide.

About ARQ

ARQ is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do; we would rather talk about what our customers have achieved (or even better let them tell the world). ARQ is an AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency. AWS raise the bar and we rise to meet it each year. Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end-to-end partner for companies of all sizes that need the best, and value experience and expertise. We partner with half of the top 20 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

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Case Studies

Aware Super App

Aware Super App

Manage your super anytime, anywhere

“This is a solid app that is out there making a difference. Great attention paid to those rare-but-significant moments in the relationship between a person and their superannuation. Beautifully executed, well thought through and extremely useful. Nicely resolved visuals, well-executed visual hierarchy of information and typography. The jury was impressed with the comprehensive co-design process.
This entry is great reflection of how Superannuation is a category where good design can really make an important difference to the customer outcome.”

– Jury Comments

Good Design Awards 2020

Project Background

Aware Super, a member-centric obsessed organisation (on a mission to provide a better future for all Australians) relied on their website and call centre as primary member relationship channels. Aware Super embarked on creating the best-in-class mobile product in the market with an experience that members love and advocate. The app design needed to be all-inclusive to cater to the wide range of target member demographics and enable members to take control of their Super. Another key design challenge: Superannuation products (industry-wide) are notoriously low in user-engagement. The app had to be easy and intuitive.

Solution

The ‘weekly member touchpoint’ philosophy adopted during the design sprint had over 500 users actively shaping the app experience through participative research and design validation methods. The design team pushed limits, bringing together the best of design thinking: user-centred design, design strategy, and crowdsourced experience decision making. Prototyping extended beyond standard core utility capabilities by adding intuitive interactive visualisation tools and smart nudges providing members with more visibility (future projections) and control over their superannuation. The experience strategy was centred around providing the ‘easiest way to grow your Super and retirement, anywhere and anytime’.

0 %
Engagement Uptake
0 %
Increased Member Log-ins On App

Impact

Since launch in mid-2019 the app surpassed experience transformation goals for Aware Super. Exceeding the KPI forecast ahead of the planned timeline with over 40% member logins in the first 4 months. A 200% increase in the engagement compared to the web channel, indicating clear, active, user engagement. Simplicity in use of the app resonated with members showing a clear uptick in CX. The pièce de résistance – winning the DrivenX Gold award – an outstanding industry recognition (for an app that was designed and built within 5 months).

Intuitive UX Capabilities

For Aware Super, mobile apps serve as the foundation for a secure and performant digital interaction touchpoint for future scalability of product capabilities and new emerging channels.

And because the majority of members work varied hours, traditional ways of engaging with their super fund (to maximise retirement goals) wasn’t possible. The app had to overcome this challenge with the goal of easy and intuitive member engagement creating an experience that’s enjoyable. 

Intuitive UX capabilities of the app feature:

  • Secure and seamless login experience
  • Glanceable smart dashboard
  • Overview of member’s super balances for 6 years of historical data
  • An investment allocation graph to educate members on their funds’ investment stratagems
  • A quick overview of personal details and ease of sharing membership details with an employer
  • Quick access to current and historical superannuation contributions and deductions
  • BPAY details to make contributions easier from the app
  • Ability to initiate consolidation of accounts
  • A seamless way of contacting Aware Super for an enhanced relationship with the brand

About Aware Super

Aware Super is a not-for-profit Australian superannuation fund. It was initially established in 1992 to provide superannuation benefits to New South Wales government employees, but is now open to anyone eligible to receive superannuation. It is one of Australia’s largest superannuation funds, with more than $90-billion (and growing, as at 31-January-2019) in funds under management and over 800,000 members.

As a not-for-profit fund, all profits are returned to members (rather than benefiting shareholders). Members-first allows Aware Super to maintain their low-fee policy.

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Case Studies

Coffee Club Cloud Migration

The Coffee Club

Migrating Australia’s largest home-grown cafe group’s data and analytics capability to the cloud.

“The Coffee Club business recently celebrated our 30th year in business. As we step into the next 30 years we want to build a deeper understanding of our customers, staff and stores to enable us to make the right decisions –  backed by data.

The migration to cloud was the first step, ARQ’s unique advice and approach to unlock future business applications at speed has helped us in this business transformation.”

– Megan Magill

Chief Brand Officer, Minor DKL Food Group (Coffee Club)

Project Background

The Coffee Club recently took a long hard look at its customer demographic and realised that its use of the massive volume of data it collected was ineffective and did not support the right business decisions.

The Coffee Club wanted to build a deeper understanding of their customers, staff and franchise owners, driven by data to support the right decisions. As re-evaluation and re-invention are core values for the Coffee Club they reviewed the data solution holistically.

What they found was a legacy solution running in a physically constrained data centre with multiple manual stages that led to limits on data analysis performance and inconstancies in the reports the data could provide. Re-invention of the data solution was required to meet the business needs creating a solution that historical data could be migrated to which lifted the overall data capability.

Solution

Arq brought its experience of cloud migrations combined with our capability in the Data & Analytics space to refactor the data store into an AWS Data lake and Data warehouse solution that modernized the D&A capability. The solution allows for more data sources, data quality checks and visualization. Arq built the solution in AWS to create collection services, Share and Discover services Monitoring and Quality management framework and Consumption services.

 
  • AWS Step functions are used to schedule and orchestrate the end to end
  • ELT daily batch process
  • AWS SFTP Transfer Service enables the transfer of files directly into and out of Amazon S3 using the Secure File Transfer Protocol (SFTP). Source systems currently writing files out to the MDKL SFTP site were provided with the new AWS SFTP address which will result in the file being directly written to the AWS S3 bucket source system landing bucket
  • AWS Glue ETL service is leveraged to create jobs and schedule Glue jobs that extract data from database tables into CSV files on to the AWS S3 bucket source system landing bucket
  • AWS Glue Data Catalog the Glue data catalog will be leveraged to catalog the files and their structures in the S3 Buckets. The data catalog can be referenced as part of the data quality framework to check file structures / changes and a simple data governance process
  • AWS Simple Storage Service (S3) buckets is used store collected data
  • AWS Simple Queue Services (SQS) is used to manage and track what files have been ingested and need to be processed through the landing, curated and redshift staging layers of the solution
  • AWS Elastic Container is used as virtual servers to execute python scripts
  • AWS Batch is used to execute the SQL transform scripts on Amazon Redshift.
  • AWS Redshift is used as the Enterprise Data Warehouse database
  • AWS RDS database is used to store the ELT process and Data Quality process metadata
  • AWS Cloudwatch is used to monitor key events through the ELT batch and Data quality processes and to trigger relevant process functions and notifications

Benefits

The Coffee Club now have a reliable current generation data and analytics solution that can drive their business decisions.

Already the solution has given them significantly greater insight during the challenges of COVID restrictions that allowed better management of the business.  The tableau dashboard are providing the CFO with deeper insight into the day to day operations and give the executive team clear visibility of business performance that would not have been possible with the legacy system

About Brand

The Coffee Club has become Australia’s largest home-grown café group with approximately 400 stores throughout 9 countries, with upwards of 40 million dedicated customers. Everyone who interacts with The Coffee Club is a customer, whether you’re a valued guest, one of our excellent kitchen or wait staff. We focus on everyone enjoying a positive and satisfying experience. To continue to be successful means setting the pace to continue to re-evaluate and re-invent.

Coffee Club is a subsidiary of Minor DKL Food Group.

About ARQ

Arq is an AWS Premier Partner that makes great things happen for our customers. We are humble and don’t talk about what we do, we would rather talk about what our customers have achieved or even better let them tell the world. But we want to make sure we are the best so we are also an active AWS Managed Services Provider, holder of both the AWS Mobile Competency and the AWS data and Analytics competency – AWS raise the bar and we rise to meet it each year.  Our capabilities and practice encompass everything in the cloud, advanced data, analytics, AI & ML and digital experiences across all channels. We are the true end to end partner, for companies of all sizes that need the best and value experience and expertise. We partner with half of the top 10 ASX and over 100 other Australian companies to help them get the best from their own cloud adoption journey.   

Categories
Case Studies

Qantas App

Qantas App

5+ years of constant innovation – Game changer for airline industry

5+ years of digital partnership

Since 2015, Arq has been the partner of choice in the design, development and architecture of the Qantas flagship travel app, Qantas entertainment app, Apple Watch app, chatbots including facebook and Alexa voice app, VR App,  livechat, IVR deflect, Uber integration, Qantas loyalty and dozen plus internal applications and digital infrastructure across the airline. 

While initially brought on in 2015 to undertake a major re-platform of the Qantas app, with a focus on improving crash rates and increasing user engagement.  By 2017, the app become the #2 travel app on both app stores, amassing over 8 Million downloads. 

Moving pass a traditional app consultancy towards partnership, Arq assisted in the Qantas’ app first major and still to this day popular ground-breaking feature and achievement. Qantas was one of the first airlines to take a gamble launching digital check-ins and boarding passes in the app, setting off a seismic shift in how Qantas’ customers forever engaged with the airline. The response was unheard off, with an almost overnight positive jump, the app instantly become the most popular way for both domestic and business travellers choosing to check-in and board their flights. Reducing wait times across all aspects of the flight, especially when it came time to board. Increased customer engagement, sentiment and reduce customer service and handling costs a major win for the business. This innovation while considered simple today was one of the first real examples of utilising technology to create real business impact under a customer centric approach to product development and operations. 

To this day, The “Qantas Mobile Tribe” (a multi-disciplinary hybrid squad comprised of blended Qantas FTEs and Arq specialist consultants including cloud solution architects, product owners, business analysts, UX/UI/UE designers, iOS and Android developers, back-end software engineers, project managers, and innovation leaders) has been recognised internally as a huge success story in Qantas’ transition to an Agile customer-first organisation.

A set of industry firsts

Qantas as brand has always been united in chasing the unknown, discovering new limits and making dreams happen.

From record-breaking advances in its aircraft to improvements in customer service and automation, Qantas has been constantly investing and not been afraid to explore new idea, test new innovations and push technology to new limits. 

The Qantas app alone has broke ground with a plethora of industry first, constantly resetting the standards for the highly competitive global travel industry. 

Exciting innovation. Customer first approach.

Explore point integrations with Uber rides, to checking your Qantas FF points balance on Amazon Alexa, to exploring the Great Barrier Reef in VR – Qantas with ARQ have done it all.

About Qantas

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest domestic and international airline. Registered originally as the Queensland and Northern Territory Aerial Services Limited (QANTAS), Qantas is widely regarded as the world’s leading long distance airline and one of the strongest brands in Australia.

Built on a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service, Qantas Group’s main business is the transportation of customers using two complementary airline brands – Qantas and Jetstar, operating regional, domestic and international services.