Effective digital experience is the key to driving better business outcomes through technology.
Integral enables seamless content delivery and application integration across all digital channels providing an engaging and effective customer experience. We help understand who customers are, what they are looking for and how they best engage with an organisation. Integral works to deliver great digital outcomes, with the customer and user experience always in mind. Our digital services include:
Customer Experience Strategy
Integral can assist in the development and delivery of your Customer Experience Strategy via our customised tools and approaches.
User Experience and Design
Our user experience teams help you design systems that are a joy to use and engage customers deeply.
Integral are specialists in the integration of Digital Identity across multiple client channels. Allowing unique, personalised experiences for each client.
Personas / Customer Journey mapping
Understand the customer journey and design systems with the customer experience right at the heart.
Enterprise and Information Architecture
A world class Digital Platform comes from exceptional design. Integral’s Enterprise and Information Architecture team can lead the way in designing world class systems, using leading edge approaches.
Digital Platform Establishment and Managed Services
Public Cloud, Private Cloud, Hybrid Cloud or On Premise, Integral has the experience you need to implement and manage Agile solutions using Infrastructure Automation and Container Platforms.
Solution Design and Delivery
Integral can bring your existing system to life by including it as part of a modern Digital Experience with responsive web and apps.
Prototypes and Usability Testing
Integral’s team can rapidly create Minimum Viable Products allowing your organisation to rapidly test prototypes and learn via usability testing.
Integral are leaders in the development of Digital Channel Solutions, with API first based applications using Angular, App and Microservice based architectures.
WORLD CLASS DIGITAL CHANNEL PARTNERS
Integral is a Kentico Partner, delivering customer centric solutions for a range of clients across Australia.
Integral delivers solutions across a range of Microsoft technologies, with Azure at the heart of our Cloud First approaches.
Integral is a Red Hat Advanced Business Partner and the Red Hat Innovation Partner of the Year 2020 (Asia Pacific), Partner of the Year 2020 (Aus / NZ) and Services Partner of the Year 2019 (Aus / NZ)
DIGITAL CHANNEL – CASE STUDIES
The Australian economy is powered by transport and NTI is Australia’s leading insurer in that space. Integral worked with NTI to develop an advanced containerisation platform so it can remain at the forefront of the industry and respond rapidly to change.
NTI first adopted containers in 2017, leveraging the power to assist with new machine learning modelling techniques. NTI built a fit for purpose, container management platform during that period but as the value and opportunities of containers became obvious NTI needed to implement an enterprise level management platform. The NTI project team identified several key areas to focus on during their evaluation of various containerisation platforms.
After undertaking a proof-of-concept on a small group of applications, the project team found that Red Hat’s OpenShift platform was the best fit and value for money. Once the NTI team decided to adopt the Red Hat OpenShift platform, the project could then move on to acquisition and eventually integrating Red Hat’s OpenShift platform with existing systems.
Today, Heritage Bank has grown to become Australia’s largest customer-owned bank and is one of the longest-running financial institutions in the country.
The New Payments Platform (NPP) is a major industry-wide initiative to develop a new infrastructure for Australian payments. It’s a fast, flexible and data-rich payments system for Australian governments, businesses and consumers to meet their payment needs. Heritage Bank had an inflight project that had been struggling to achieve some of the broader business outcomes necessary to enable NPP.
Integral developed and implemented an integration platform that not only serviced Heritage’s immediate NPP needs, but would also meet their future integration needs. Integral’s value-add was the open architectural principles used on this important project—in effect future-proofing the solution for many years to come.
AUSTRALIA AND NEW ZEALAND COLLEGE OF VETERINARY SCIENCE (ANZCVS) supports the veterinary profession in Australia and New Zealand through the assessment and recognition of expertise and rewarding of excellence.
ANZCVS needed a system where examiners working remotely could enter exam results for verification, moderation and storage. Their current system had little automation in the processing and recording of exam results giving rise to the possibility of human error.
After thorough elicitation of requirements with the ANZCVS stakeholders, Integral designed a web based solution built on industry recognized tools, ensuring readily available skills in the market. The system is hosted in Microsoft Azure to allow for on demand scaling as well as simple technology upgrades without significant configuration.
ENERGEX had a low level automation system in place for their field workers that was not handling the increased quantity of data, providing sufficient accuracy, or speed of delivery to the field.
When developing a replacement system, ENERGEX wanted the new system to improve customer service levels, assist field staff in completing safer and higher performing field work, and use a smarter, integrated electronic schedule and dispatch tool (Ventyx Service Suite).
The resulting solution uses Field Force Automation (FFA) technology, implemented with the latest release of the Service Suite solution from Ventyx and incorporated the integration of a number of ENERGEX’s host systems. This allows ENERGEX crews now locate faults in the network faster than ever through satellite navigation, tracking, and dispatch. The FFA computer system provides field crews with unprecedented access to electronic information about outages and customer premises from their vehicle, reducing phone calls and travel time during storms and other peak periods. The new system benefits millions of people throughout Queensland and New South Wales, providing faster, more efficient responses from ENERGEX.
Under IPA, all Councils are required to prepare and implement a planning scheme to help guide growth and change in their areas. Rapid growth in population, coupled with new legislation, prompted the Gold Coast City Council (GCCC) to plan an appropriate business solution for the future, requiring high levels of flexibility and efficiency.
The Developer Contributions Group is a specialist group in the GCCC responsible for calculating infrastructure charges on a daily basis. These calculations were manually intensive and heavily reliant on the speed, mathematical skills, and long-term concentration capabilities of employees. Integral worked with the GCCC to create a semi-automated program that helped support the human resources during this rapid growth. This solution aimed to achieve better satisfaction of legislative requirements, cost reductions associated with the implementation of the new legislation and the development of a flexible business solution that provided a framework for current systems and future processes.
Integral built an Oracle Fusion Middleware based SOA solution that integrated Oracle Policy Automation software (formerly RulesBurst) with the Council’s mainframe based Asset Management System, Property Developer Contribution and Geographic Information System to provide a streamlined, semi-automated process. This integrated capability was ultimately exposed as a web based application called the PIP Charge Calculator.
The Department of Transport and Main Roads (TMR) legacy 131940 Traffic and Travel Information website (TTI) was difficult to maintain, with no map interface to visually display the current status of the Queensland Road Network.
The redeveloped website’s main aim was to provide Queensland road users with a near real-time view of activities occurring on state-controlled roads, roads of regional significance and some local government roads, in parallel to the ever-increasing need for reliable and timely TTI.
Integral worked closely with TMR stakeholders to source a highly available and scalable software as a service solution. The resulting website includes an easily navigated source of traffic and road event information for the public, multiple channels to deliver this information by trusted sources, and integration with other departmental systems including the TMR Incident Management System. It also allows users to customise their view of traffic information and integrates live traffic web camera focus from across Queensland.
The Student Experience Program was part of the redevelopment of the programs and courses website and student enrolment process, addressing the issues with the previous system.
By understanding the user requirements for the business system, Integral provided direction on system architecture and technical integration to meet scalability, performance, security, maintainability and operability requirements. This included modelling an enterprise web services framework, producing a time and resource plan for delivery and facilitating technical solution until project handover.
Integral delivered the system and data integration components for the Griffith Online Programs and Courses and Online Enrolments applications. The team achieved this by developing an advanced, near real time Operational Data Warehouse (called the DataHub) that reflected the current state of programs, courses and student information in a centralised, validated repository. DataHub was developed using a combination of data modelling skills and integration tools such as Oracle SQL Developer, Oracle Data Integrator and Oracle SOA Suite.
The ClimateSmart Home Services (CSHS) was a Queensland Government initiative (managed by LGIS), specifically designed to help Queenslanders reduce their carbon footprint and reduce their household bills.
LGIS sought to upgrade its systems to enable business improvements and efficiencies in delivering the ClimateSmart Home Service (CSHS). This involved redeveloping the ClimateSmart Home Audit System, a real time workforce automation system for electricians visiting customers’ homes and performing audits. Supporting works included a website with the CSHS booking system, an online feedback module and the ‘How Low Can You Go’ portal, which provided in-home audit results and recommendations on savings and energy use.
Integral and LGIS collaborated to develop the ClimateSmart Home Service information and data management systems. A very useable, highly adaptable product, CSHS succeeded in raising awareness to saving energy in Queensland across markets. CSHS’s new technology architecture included a high performance hosted enterprise class infrastructure that provided efficient availability (99.9%) and was scalable (for increased customer levels.) Supporting high load levels, Integral’s SupportNow service also provided 24×7 management service for the solution and infrastructure components.