Services & Support
The Genix team is experienced in consulting and operational roles for government, telecommunications, financial services, communications, transport, utilities, healthcare and technology.
Our services include:
- Strategic alignment, modelling and advice
- Design, development and implementation
- Assessments and reviews
Our consultants are at the forefront of their practice areas in:
- Process reengineering
- Risk management
- IT management
- Business transformation
- Information security
- Operational controls
- Asset management
- Project management
- Lean Six Sigma
- Data hosting
- Customer service centre management
Our approach is modular and can be adapted to suit the size and scope of any project.
How we manage projects.
We’re highly regarded for our price competitiveness and ability to add value via our business consulting capabilities that results in better business solutions.
We’ve developed a matrix management group where members support each other and clients throughout the delivery of a product. This structure ensures both effective product and service delivery together with continued care.
An executive level Relationship Director oversees our projects, ensuring all business needs are clearly understood and met. The role liaises with analysis, technical and business users and stakeholders. The Relationship Director remains in close contact with clients long after the project has been implemented and any hosting and services agreements completed.
Program Management Office
We track projects through the Program Management Office, which manages resourcing, scheduling, project invoicing and monitors quality. Project progress is monitored against agreed milestones and key performance indicators that are embedded in project and team charters that are developed by the Project Manager upon the start of any project.
The Project Manager has in-depth knowledge of the product, its capabilities and previous deployments. The Project Manager is responsible for the day-to-day operation of the project, all reporting, liaison with assimilated project team members, client liaison and oversight of the development and analytical work efforts.
The Development Manager oversees all projects that are in delivery. The Development Manager is the daily line manager for the project development, testing and infrastructure teams and works closely with the Project Manager to track delivery status and quality.
Customer Support Manager
The Customer Support Manager takes over from the Project Manager and the Development Manager after a product is in production. Any hosting, support and issues queries and reports are centralised through this single point of contact, once again to provide continuity of care and improved service levels.
How we work with clients.
We work closely with our client’s project team including any subcontractors, consultants and administrators. Our Relationship Director liaises directly with our client’s nominated executive who acts as the project director or sponsor.
We don’t engage end-users unless expressly requested to avoid impacting day-to-day operations. However, we usually establish a user group to provide feedback during implementation. These users are presented with a demonstration of the existing system and can become involved in any process redesign efforts that are required to ensure effective use of the system.
The Project Manager will liaise directly with any internal Project Manager and will adapt to become responsive if the internal Project Manager is very hands on. The PM and the RD will also participate with the wider internal project team in weekly and monthly project meetings as they are deemed appropriate.
Once implemented, users will be able to speak directly to the customer support team and clients have the option of a train-the-trainer approach.
Genix has a history of maintaining long-term relationships. These relationships are built around the delivery of state-of-the-art solutions and ongoing customer service of a high standard.
The Genix CSC is based in Melbourne, providing round the clock access to technical support. A web-based issue tracking system is available for non-urgent issues and a direct hotline is provided for urgent issues.
Standard operating hours of the CSC are between 8 am and 8 pm AEST Monday through Friday excluding public holidays. Issues may be logged over the internet or by email outside these hours.
Ongoing support will also include:
- 24 hour access to an online support request system
- Access to telephone help desk, email and facsimile
- Ongoing access to the Relationship Director
- A single Customer Support Manager
- Timely response to any issues submitted
- Scheduled and authorised remote server access via the internet
- Prompt resolution of all service requests
- Time or priority based escalation of service requests
- Regular progress updates
Users are usually requested to log support requests through the Genix Support Website or by calling the Help Desk. Each user is provided with a user name and password for login access. The system issues an ID number to the user once a request is logged and instantly notifies the Customer Support Manager via email.
The CSM contacts the user by phone and/or email to address the query. Once addressed to the satisfaction of the user, the system sends an email to notify the user that the query has been resolved. Depending upon the urgency of the query, the CSM may visit the site.
Support procedures will be designed to ensure all parties agree on procedures relating to support requests, bug fixes and changes to the program.