In a network overhaul spanning 4,300 sites across metropolitan, regional and remote rural areas, Australia Post (AP) embarked on its ambitious telecommunication transformation programme, named Project Chrysalis, in December 2017. By mid-2019, the firm had awarded contracts for the ‘Wi-Fi-everywhere’ approach for post offices, improved network resilience and availability, and a 100% digital communications platform. The changes will mean faster parcel processing and improved transaction performance for [email protected] and passport applications.

Previously, AP relied on a single service provider to deliver its range of networking, contact centre and audio-visual services. Through Project Chrysalis, the single-source contract was de-risked and split across four business sectors, with two new suppliers added. Competitive commercial activity has delivered significant benefits, with each of the four sectors seeing annual cost savings of between 19% and 53%.

Project Chrysalis required organisation-wide collaboration from senior business leaders and specialist subject matter experts to ensure a whole-business approach to sourcing activity, with a senior procurement lead who worked across the entire project. The procurement lead managed all aspects of supply market engagement and the overall procurement process, also ensuring communication between respondents and the project team was seamless.