Airservices Australia has moved its service desk to NRI, a leading provider of managed services and IT solutions

Airservices Australia has embarked on an expanded IT outsourcing initiative in the second term of its 10-year agreement with NRI, previously known as ASG. This move, involving an expenditure of $94 million, is part of an effort to enhance service desk capabilities, cloud infrastructure, and end user computing.

Initially, Airservices Australia entered into a five-year outsourcing contract with NRI in 2018, valued at $84 million. This deal aimed to migrate core systems from on-premises data centers to Vault Cloud. The transition started in September 2018, marking the beginning of a significant shift in the agency's IT operations.

In September last year, Airservices Australia opted to extend the contract for an additional five years, expanding the scope of services and increasing the expenditure. Despite the renewal occurring nine months ago, it was only recently announced, without clear reasons for the delay in communication.

An Airservices Australia spokesperson declined to comment on the specifics of the renewed arrangement. However, both organizations issued a statement highlighting three key changes to the scope of work covered by their agreement.

First, the agreement now includes work on establishing and managing a multicloud ecosystem for Airservices Australia. This multicloud strategy is intended to enhance efficiency and security in delivering the agency's business systems technology. The shift to a multicloud environment reflects a broader trend in the industry towards leveraging multiple cloud service providers to optimize performance, cost, and security.

Second, the addition of service desk services to the contract signifies a strategic move to streamline IT support. NRI will now serve as the primary point of contact for all of Airservices Australia's back-end and front-end digital infrastructure. This consolidation is expected to yield significant time and cost efficiencies, as it centralizes IT support and simplifies the management of digital infrastructure.

Finally, NRI will handle the procurement and management of all end user compute equipment for Airservices Australia. This includes managing the aviation company's license compliance for business systems, supported by NRI's subsidiary, Group 10. By entrusting these responsibilities to NRI, Airservices Australia aims to ensure that its end user computing needs are met efficiently and that license compliance is maintained seamlessly.

The expanded agreement underscores the importance of robust IT infrastructure in supporting Airservices Australia's operations. As a provider of air traffic management and aviation rescue fire fighting services, the agency relies heavily on its IT systems to ensure the safety and efficiency of air travel within Australian airspace. The move to enhance IT outsourcing arrangements is indicative of a broader commitment to leveraging technology for improved operational performance.

The decision to renew and expand the contract with NRI aligns with a strategic vision to enhance IT capabilities and support the agency's mission-critical functions. By incorporating a multicloud approach, enhancing service desk operations, and optimizing end user computing management, Airservices Australia is positioning itself to better navigate the evolving technological landscape and meet the demands of modern air traffic management.

This renewed agreement with NRI reflects a significant investment in IT infrastructure and services, underscoring the critical role of technology in supporting Airservices Australia's operations. The expansion of services covered under the contract highlights the agency's commitment to maintaining a robust, secure, and efficient IT environment, crucial for ensuring the safety and efficiency of air travel across Australia.