Security and hardware, prioritised against a real budget.

The organisation

Bullinah is community controlled, which shapes everything about how technology change has to be delivered there. Decisions are accountable to community as well as to a board, and the clinical environment is, as Payden Samuelsson puts it, the key tool of the trade.

Cyber security is a high priority for a specific and unavoidable reason: the service holds personal and medical information, and clinical accreditation depends on protecting it.

How the relationship started

Unusually, it started before the engagement did. Bullinah was reviewing IT providers for six to twelve months beforehand, and conversations with ClubIT during that period resolved some issues through advice alone — before there was any commercial relationship.

That is worth stating plainly because it is the opposite of the usual pattern, and because it is the clearest evidence we have that the discovery conversation has value independent of whether it converts.

“They spent quite a bit of time trying to understand the organisation from multiple different people's perspectives, and the impact that any issues have on their day-to-day work. We saw significant improvements within the first month.”

— Payden Samuelsson, CEO, Bullinah Aboriginal Health Service

What we did

• Spent time understanding the organisation from multiple perspectives — not just management, but the people whose day-to-day work the systems interrupt

• Audited what needed replacing, then held a joint conversation to prioritise it against the available budget and clinical criticality

• Worked through security processes and features with the practice manager, for clinical accreditation

• Addressed clinical system performance, including logon times for doctors and health staff

• Made ticket lodgement seamless, including a help button on the devices themselves

• Coordinated third-party vendors to make sure the service delivered suited Bullinah

Measured outcome

The outcome

Significant improvements inside the first month, in the CEO's own assessment. The clearest single measurement is startup time for the practice management software: from roughly three to four minutes before a doctor could begin work, down to around thirty seconds.

That is the change clinicians feel most directly. A doctor opening their software six times a day was losing the better part of twenty minutes to waiting; now it is around three. Across a clinical team, across a year, that is the difference between a system that is technically available and one that actually works.

On response: onsite attendance within twenty minutes, and five minutes in some instances, for urgent situations.

Payden's summary of who should consider ClubIT is the sharpest articulation of our own market we have on record: any organisation where the IT environment is critical — for the reliability of the network, the urgency with which issues are addressed, and the amount of work done with third-party vendors.

Other results