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Case studies

Bridging the gap between racing and post racing

Achieving improved animal welfare outcomes through process digitisation and whole of life horse tracking

Unico is working with a key racing regulatory authority to help them leverage new technology to improve integrity processes and transform the welfare outcomes of racehorses.


Customer

  • Leading Racing Regulatory Authority

Project

  • Integrity & welfare project

Problem

  • Paper heavy processes with low efficiency, vulnerabilities, and increased risk of error
  • Low traceability of retired horses and horses in post racing careers
  • Need to build community engagement and demand for retired racehorses
  • New welfare programs need to be digitally enabled to be effective.

Objectives

  • Digitalise process and eliminate vulnerable paper-based process.
  • Build a tracking platform and industry portal to allow information to be delivered to the post racing community.
  • Deliver efficient and scalable processes focused on welfare outcomes via the portal
  • Ensure horse data capture, visibility, transparency and reporting outcomes
  • Build community engagement, awareness, education, support and connection.

Solution

In and out of race day integrity involving progressive digital automation of Stewards and Vets processes:

  • Preparation of race day form and Stewards reports
  • Animal check in
  • Selection of candidates for blood and urine sampling
  • Registration, weigh in, scratching’s, and associated compliance processes
  • Race review, Corrective action, and discipline
  • Animal ID, Sampling processes, witness, and chain of custody.

Whole of life monitoring and tracking via platform including the following programs:

  • Retrain selection and engagement
  • Funded retraining for animals that fail to get a post racing placement
  • Market Place and new owner registration
  • Post racing competition sponsorship intended to increase the value and desirability of retired animals
  • Retirement or rehoming process
  • Foster care matching
  • Funded euthanasia.

Community engagement portal:

  • Education, awareness
  • Services industry pages
  • Public visibility and transparency though ability to search animals and view status and history
  • Industry statistics.

Outcomes

  • Welfare programs that efficiently executes process flows with minimal intervention and manual steps
  • B2B engagement with third party players who have a role in ensuring welfare outcomes
  • C2B engagement across a broad ecosystem of users
  • Development of an OTT community through a central go to portal
  • Horse records that ensure visibility of and reinforcement of post racing careers
  • Engagement with a wide range of users with a simple, easy to use user experience encouraging participation and repeat visitation
  • Incentivisation for support and involvement in ongoing horse welfare outcomes
  • A portal to build community awareness and provide channels for delivery of educational content
  • Support for data driven decision making on success of the various programs
  • A flexible and modular foundation capability to enable addition of new functionality and programs in future
  • Integration with existing regulatory and third-party systems to maintain appropriate databases of record and supports the broader ecosystem.

Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise

Categories
Insights Media

Horse racing continues to strengthen female audience

Horse racing continues to strengthen female audience

Highly secure platform with a validation rate of 96.4%


Unico is proud to have supported Racing Victoria deliver their vision for the All-Star Mile for three consecutive years. The All-Star Mile is the world’s richest mile and the only race where the Australian public choose who races on the day.

Racing Victoria and Unico collaborated to create a highly secure website and voting platform that is auto-scaling, auto-healing with cloud-first design, and the ability to handle high levels of user traffic. Unico is proud to announce for the third year that a Big 4 Advisory firm’s Cyber Security team were unable to penetrate the platform and a validation rate of 96.4% was achieved through SMS verification codes and Salesforce marketing cloud campaigns.  

The All-Star Mile was designed to attract a new and more diverse audience, which was achieved for the second year in a row with over 32% female voters. This could not have been delivered without the teamwork and collaboration between Racing Victoria and Unico – our team more than halved the number of unverified votes from last year worked on tight deadlines and had to adapt to meet regulatory constraints” Racing Victoria GM Customer Strategy & Engagement Marcia Allan.

This year’s All-Star Mile continued to engage fans with 10 wildcard Owner Ambassadors who shared a prize pool of $500,000, with Matt Fory from Shepparton taking home the top $250,000 prize alongside winner Mugatoo.

If you would like to find out more about Unico’s All Star Mile secure website and voting platform, please contact Evan Harridge.


Evan Harridge

Director Innovation

Categories
Business update Media

Melbourne Business School Wandering Warriors Scholarship

wandering warriors veterans scholarship program
veterans scholarship program

Omni Executive & Unico are proud to support the Melbourne Business School ‘Wandering Warriors Scholarship’

7 April 2020

Omni Executive & Unico are proud to support Wandering Warriors through the Melbourne Business School ‘Wandering Warriors Scholarship’. The Wandering Warriors Scholarship program will provide veterans with the opportunity to study, grow, and develop through Australia’s leading MBA program, equipping them will the skills, experience, and network to successfully transition out of defence and further their future career. 

Omni Executive and Unico, have joined forces to deliver end to end high availability mission-critical solutions to the Australian public sector. Both look forward to working with Wandering Warriors and the Melbourne Business School to grow the veterans scholarship program and continue to support our deserving veteran community.

On Thursday, 22 April, Unico and Omni Executive will be hosting a launch event, if you are interested in attending please register your interest below:

Event details:

Date: Thursday, 22 April

Time: 5.30pm -7.30pm

Location: Situation Room, National Press Club of Australia, 16 National Circuit, Barton ACT 2600

RSVP: Please click here to confirm your attendance by Friday, 16 April. We look forward to seeing you at the launch

John Rowland, Managing Director


John Rowland

Managing Director

Categories
Case studies

FX – CX design model for foreign currency and international payments

FX – CX design model for foreign currency and international payments

Target state customer experience CX design model for foreign currency and international payments


Project

  • FX end customer experience CX design business model

Problem

  • Customers moving to other banking institutions due to a lack of transparency with foreign currency charges
  • Unsophisticated product and service offering

Approach

  • Series of initiatives that are focused on closing out business function gaps and ultimately winning back market share for the organisation.

Outcome

  • A sophisticated end-to-end CX design business model that segmented customers in the correct channel and identified key pain points in the product and services delivery value chain
  • A clear view of the Target State Business Operating Model for FX and international payments

Foreign currency exchange is a complicated process. For customers of an
Australian bank, sending money overseas involves foreign banks providing
additional services to ensure the transaction is settled as per customers
instructions.

One issue was that the bank was unable to provide their customers with
transparency of fees charged for the end to end service. Understandably
customers weren’t satisfied with the service, with some leaving to find
a more sophisticated banking institution with greater transparency and
confidence.

An end-to-end customer experience view was developed through CX design which identified key pain points by customer type and channel (i.e. banker, branch, online etc.) through to the relevant front, middle and back office support functions. The focus was on customer demand types and how well each of the relevant business processes, technology and people were aligned to support customer needs.

This solution provided the banking institution with a clear view of the Target State Business Operating Model for FX and International payments along with a series of initiatives focused on closing out business function gaps. This regained much needed customer confidence, winning back market share for the organisation.


Grant Minchin

Principal Consultant

Categories
Case studies

Efficient, flexible tolling and SMART automation on a global scale

Efficient, flexible tolling and SMART automation on a global scale

SMART automation toll road technology keeps Australians moving in the right direction


Project

  • Tolling solution

Problem

  • An end-of-life technology with increasing maintenance costs
  • Inability to augment in response to changing market conditions and customer expectations.

Approach

  • Integrate all toll road operations across seven roads in three jurisdictions into one, single SMART automation platform.

Outcome

  • A tolling solution that consolidated best practice from 15 years of toll road operations across seven roads in three jurisdictions into a single platform.
  • SMART automation – a steep increase in trip construction and a reduction in manual processing

A toll road owner and operator with interests in Australia and the United
States embarked on a major IT project to build a new tolling and customer
management solution.

With a portfolio of new projects and acquisitions managed by legacy IT
architectures and technology, the client required a consistent SMART automation solution that would address corporate risk concerns, support multi-tenancy, drive channel shift towards online and be service orientated to avoid obsolescence issues in the future.

Day-to-day operations required a solution that would process and manage roadside message rates exceeding 100 per second, receive 4.5 million tag and account updates and transmit a further 2 million tag and account status updates.

Unico’s mandate was to integrate all toll road operation and known best
practice from seven roads in three jurisdictions into a single platform.

Once in place, the new platform would reduce IT costs required to operate
and maintain their core business. It would also: plug revenue leakage from
known issues in existing systems, reduce costs associated with customer
service, streamline call centre process through standardization, reducing
costs and increasing customer satisfaction.

The new platform would also manage PCI compliance, risk management and disaster recovery across all of the clients business interests.


Roadside images for enforcement and quality assurance now exceed 30Gb per day and are processed using SMART automation and ergonomics which have vastly reduced the number of staff required to complete manual tasks.


Unico’s ability to build high volume, complex systems was critical to the
success of the project.

Our tolling solution helped seamlessly transition this organisations most valuable business operations and associated customers to a new platform.

The partnered SMART automation platform now receives tag and account status updates from all toll operators across Australia as well as dealing with high volume roadside message rates and images.


Brett Wijnberg

Business Development Manager

Categories
Business update Insights Media

Open for business COVID-19 latest update

Open for business COVID-19 latest update

27 March 2020

We are committed to servicing you and your business-critical IT infrastructure and remain fully operational.

COVID-19 latest

Early last week we activated our business continuity plan (BCP). Our BCP facilitates a rational, calm approach whilst acting in accordance with directives from the Australian Government.

Our team is set up with robust IT remote access infrastructure, enabling them to work remotely as required. Minimising disruption to our customers and partners is high priority, second only to the health and wellbeing of our people, customers and community.

If you have any concerns or questions about your interactions with our team during this time, please reach out to your Unico contact.

John Rowland, Managing Director


John Rowland

Managing Director

Categories
Case studies

Building conservation through an ecommerce customer portal

Building conservation through an ecommerce customer portal

Revealing Melbourne’s best kept secret to an audience of millions through an ecommerce customer portal solution.


Customer

  • Melbourne Down Under

Project

  • Ecommerce customer portal

Objectives

  • Create an ecommerce customer portal to support social media efforts to reach new markets and raise awareness within the Australian community

Approach

  • Creation of website, media platform and secure ecommerce solution
  • Real time engagement and dissemination of information, events and products

Outcome

  • Integrating social media and SEO efficient designs have contributed to an audience reach of over 5 million people that led to more than $2 million of free media coverage

Melbourne Down Under (MDU) is a campaign to raise the profile of Port Phillip Bay’s unique marine life through several high profile media platforms. A partnership with state government, local councils, key stakeholders and community groups, the project also raises funds through product sales to seed fund marine projects in the local community.

The lynchpin to the project was MDU – the jewels of Port Phillip Bay, a stunning coffee table book showcasing the colour and diversity of the local marine environment. World-class photographs and entertaining text is used to engage and educate the readers while highlighting important conservation messaging. A list of local friends groups and tourism operators are also included to encourage people to get involved in their community and see first hand the wonders of the bay.

To support the book and meet project objectives, MDU required an attractive and user friendly website portal that could effectively promote MDU, support social media efforts and manage product purchase and distribution.

conservation through ecommerce customer portal

With our extensive IT expertise and long history of supporting conservation initiatives, Unico were approached to help deliver this vital element of the project. It was an exciting opportunity to showcase to the world the brilliant colour and diversity of Port Phillip, which is difficult to protect when few people know of its value, and it is a case of ‘out of sight, out of mind’.


“Unico were pivotal in providing the seed funding, technology capabilities and ecommerce expertise to give this project the fins it needed to swim. The IT solutions Unico have delivered far exceed our expectations, meeting all our on line needs and provide the opportunity to expand MDU project in the future.”

Sheree Marris – Melbourne Down Under Project Manager and Aquatic Scientist


Our enthusiastic and talented team developed an engaging website platform and secure ecommerce customer portal solution with user editable content and social media linking allowing real-time engagement and dissemination of information, events and products.

The MDU website is now a valuable platform that educates, facilitates
dialogue with the community and hosts a secure shopping cart facility with
promotional voucher discount facility to successfully market MDU products to a national and global audience.

ecommerce customer portal

Integrating social media and SEO efficient designs have contributed to an
audience reach of over 5 million people that has led to more than $2 million of free media coverage including front page features in some of Australia’s leading magazines and newspapers.

The project has continued to grow while raising funds that will be reinvested back into local communities to seed fund local marine legacy projects and help develop a marine stewardship ethic in the community.


John Rowland

Managing Director

Categories
Case studies

Movies on demand platform architecture: Using analytics to improve user experience from ‘pay to play’

Movies on demand platform architecture: Using analytics to improve user experience from ‘pay to play’

How Unico helped optimise a major streaming service’s user experience through a data driven analytics framework approach to platform architecture.


Customer

  • Tier 1 Australian Telco

Project

  • Create a holistic view of all operational and business data for a pay on demand movie service through platform architecture.

Objectives

  • Increase customer satisfaction and retention rates
  • Ensure all customers had access to the service
  • Enable customer claim verification

Problem

  • Disconnected data streams prevented the identification of critical service delivery issues in online movies delivery
  • It was impossible to identify how many customers could not use the service they had paid for

Approach

  • A solution that meshed machine data from organisation systems to deliver an end-to-end view of the online movie service delivery in near real time
  • Creation of Designer Analytics™ framework through platform architecture

Outcome

  • A concise picture of system performance enabling the client to act instantaneously
  • Weekly transactions were turned around in minutes, giving improved confidence with service delivery and increasing customer satisfaction and retention.
  • Increase customer satisfaction and retention

For increased business performance and management, the structures of
large organisations are often highly segmented. Without the right technology platform and platform architecture this can be challenging when business segments are required to share information that relates to service delivery across the enterprise. It can be resource intensive and increase the margin for error, severely compromising business efficiencies and customer experience.

For our customer, separate departments were responsible for managing
different data relating to the delivery of online movie services. The
departments didn’t share data or communicate with each other, making it
difficult to manage service delivery effectively. As a result, management
only became aware of technical issues associated with the online movie
delivery when a customer complained. This made isolating technical issues
difficult and resource intensive. It also led to revenue leakage because the
organisation had no way of verifying customer claims.

As a pioneer leveraging the big data revolution for analytics solutions Unico created a framework, Designer Analytics™, to locate and unlock the value of operational and business data amongst the vast amount of data generated by the organisation. Machine data was mined from systems in the chain and pieced together to deliver an end-to-end view of machine and application chatter associated with online movie delivery.

This information was then placed into context of the service delivery using
customer data and activity. Our domain experts worked with the client to
identify the high value data they possessed and strategies to leverage them.

The platform architecture methodology revealed several other issues impacting business performance; uneven distribution of system loads for transactions, a decommissioned service consuming a third of system resources and longer customer waiting times than anticipated. Discovering these additional performance issues saved the client a costly capacity upgrade and valuable resources while highlighting the need for improved service delivery.


Grant Minchin

Principal Consultant