The Challenge
When Warrigal acquired the multicultural aged care facility in Warrawong, they inherited a technological environment characterised by significant challenges that threatened both operational efficiency and care quality:
Fragmented Legacy Infrastructure - The Warrawong facility featured a patchwork of disparate IT systems accumulated over years of different management priorities. Similar to challenges identified in other aged care facilities, these systems operated in isolation rather than as an integrated ecosystem. This fragmentation resulted in data silos, inefficient workflows, and barriers to implementing organisation-wide procedures-particularly problematic for an acquisition that needed to align with Warrigal's established processes.
Documentation Deficiencies - Perhaps most concerning was the near-total absence of network documentation. IT staff encountered numerous unknown switches and networking equipment that had been installed ad hoc over many years. Without proper documentation, troubleshooting issues became unnecessarily time-consuming, creating potential risks to critical care systems that residents depended upon daily.
Vendor-Specific Equipment Duplication - The facility had accumulated redundant hardware from multiple vendors, creating an unnecessarily complex and inefficient technology footprint. This approach had increased both capital and operational expenditures while complicating maintenance and support procedures.
Integration Requirements - As highlighted in the Australian aged care data landscape report from CSIRO, "streamlining how information is stored and shared between settings may reduce the burden on aged care recipients and providers". Warrigal needed to integrate the Warrawong facility into their wider WAN infrastructure to ensure consistent data access and standardised operations across all locations-a challenging proposition given the existing infrastructure limitations.
Business Continuity Imperatives - Most critically, any technology transformation needed to occur without disrupting the continuous care services provided to residents. In aged care environments, system downtime isn't merely an inconvenience-it potentially impacts resident safety and care quality. The transformation had to be meticulously planned to maintain uninterrupted operations.
The Solution
Microsolve approached this complex challenge with the methodical, structured methodology they've refined through over 30 years of IT experience in Australia. Recognising the sensitivity of healthcare environments, they developed a phased implementation strategy that prioritised continued operations while systematically addressing each infrastructure limitation.
Phase 1: Network Documentation & Discovery
Microsolve began with a comprehensive audit and documentation process, similar to their approach with Sapphire Coast Community Aged Care where they "understood that the foundation of effective IT management begins with a comprehensive knowledge of the existing framework". Their engineers:
- Conducted a thorough network discovery process to identify and document all existing hardware, connections, and configurations using in-house developed discovery and device categorisation tools;
- Created detailed network topology maps identifying previously unknown switches, links and associated equipment;
- Established baseline performance and security metrics to identify areas requiring improvement;
- Developed risk mitigation strategies for each transition phase.
This documentation phase created, for the first time, complete visibility into the facility's technology infrastructure-establishing the foundation for strategic improvement rather than reactive management.
Phase 2: Service-Based Micro-Segmentation Implementation
To address security concerns and optimise network performance, Microsolve implemented service-based micro-segmentation-a sophisticated security approach that "secures applications by expressly allowing particular application traffic and, by default, denying all other traffic". This solution:
- Established granular control of applications and workload visibility
- Delivered consistent security policies across containers, private clouds, public clouds, and on-premises environments
- Created secure perimeter zones around each workload type (including critical care systems)
- Enhanced visibility and control beyond traditional network-based firewalls
- Provided foundation for implementing a zero-trust security model
This implementation significantly improved the security posture of the facility's network while enabling more efficient resource utilisation.
Phase 3: WAN Integration & Unified Management
Leveraging their extensive experience with multi-site IT solutions, Microsolve seamlessly integrated the Warrawong facility into Warrigal's wider WAN architecture. This integration:
- Standardised network addressing, architecture, protocols and management practices in-line with the Warrigal location standard
- Enabled centralised administration and monitoring of all network assets
- Implemented consistent security policies and access controls
- Created redundant connection pathways to improve reliability
- Established QoS (Quality of Service) parameters to prioritise critical care applications
Phase 4: VMware to AWS Migration Strategy
Following Microsolve's proven approach with AWS migrations, the team transitioned the facility's on-premise VMware virtual servers to AWS cloud infrastructure to facilitate secure access from the hosted Citrix environment. This strategic shift delivered numerous benefits:
- Eliminated the need for aging on-site hardware, reducing capital expenditure
- Improved scalability with the ability to adjust resources as needed
- Enhanced disaster recovery capabilities through AWS's robust infrastructure
- Provided better accessibility to historical data for compliance and care planning
- Reduced operational costs through more efficient resource utilisation.
This cloud transition aligned with Microsolve's expertise in "modernising desktop delivery through Citrix, a Desktop-as-a-Service (DaaS) solution" that "revolutionises how employees access their work environments".
Phase 5: Comprehensive Service Transition
Throughout the implementation, Microsolve methodically transitioned all critical facility services to the new infrastructure while maintaining operational continuity:
- LAN Infrastructure: Modernised to support current and future bandwidth requirements
- WAN Connectivity: Integrated with Warrigal's broader network architecture
- WiFi Systems: Upgraded to enterprise-grade solutions suitable for healthcare environments
- CCTV Security: Integrated into centralised monitoring systems
- Nurse Call Systems: Ensured uninterrupted operation during transition
- Voice Communications: Implemented unified communications platform
- Access Control Systems: Standardised across the facility
- Resident Internet Access: Enhanced for better reliability and performance
- Staff Application Access: Streamlined through single sign-on and consistent interfaces
The Results
Microsolve's comprehensive technology transformation delivered substantial benefits for both Warrigal's operations and the resident experience:
Enhanced Operational Efficiency
- Complete Network Visibility: 100% documentation of previously unknown network elements, enabling proactive management
- Streamlined Support: Single point of contact for all IT issues, reducing resolution times by 65%
- Reduced Hardware Footprint: 45% reduction in on-site equipment through AWS cloud migration
- Simplified Management: Centralised administration of all network services across Warrigal's facilities
Improved Security Posture
- Granular Access Control: Service-based micro-segmentation limiting potential attack surfaces
- Consistent Policy Enforcement: Standardised security measures across all services and locations
- Enhanced Monitoring: Real-time visibility into network activity and potential threats
- Reduced Vulnerability: Elimination of outdated hardware and software
Enhanced Care Delivery
- System Reliability: 99.9% uptime for critical care systems following implementation
- Data Accessibility: Improved access to historical resident data for better care planning
- Workflow Efficiency: Streamlined processes reduced administrative burden on care staff
- Communication Quality: Enhanced voice and data services for better staff coordination
Strategic Business Value
- Cost Optimisation: Reduced capital expenditure through cloud migration and hardware consolidation
- Scalability: Flexible infrastructure capable of accommodating future expansion
- Compliance Readiness: Better documentation and data management for regulatory requirements
- Organisational Consistency: Standardised technology experience across all Warrigal facilities
This successful transformation exemplifies Microsolve's 8-point framework for successful IT outsourcing relationships, particularly demonstrating excellence in:
- Strategic Alignment: Understanding and supporting Warrigal's mission to provide exceptional aged care
- Technical Capability & Innovation: Applying advanced solutions like micro-segmentation and AWS cloud migrations
- Security & Risk Management: Implementing appropriate security measures based on service sensitivity
- Service Delivery & Performance: Maintaining continuous operations throughout the complex transition
