Simplifying Mobility Management Across 6,000+ Services

Delivering the Infrastructure That Keeps Australia Moving

John Holland is one of Australia’s leading infrastructure, transport and construction organisations, delivering major projects across rail, roads, tunnels, buildings, energy, utilities and water infrastructure.

Supporting these projects requires reliable communication and connectivity services that enable thousands of employees to stay connected across offices, worksites and operational. environments nationwide.

The IT Enablement and Support team plays a critical role in ensuring technology services support business operations efficiently and reliably.

Managing A Complex Communications Environment

As Haven Home Safe’s operational requirements evolved, maintaining a telecommunications environment that supported multiple teams, locations and service areas became increasingly important.

The organisation required ongoing support across:

• Microsoft Teams Calling
• Call queues
• Auto attendants
• Mobile services
• Day-to-day service changes

Beyond resolving technical issues, the team also needed a trusted partner capable of interpreting vendor guidance and translating it into practical actions relevant to their environment. Visibility into call queue performance and reporting was also becoming increasingly important for operational decision-making.

Managing Connectivity At Scale

With more than 6,000 mobile voice and data services operating across the business, managing telecommunications had become increasingly complex.

The existing model required dedicated internal resources to operate and maintain services, creating administrative overhead and reducing efficiency.

Key challenges included:

• Managing thousands of mobile voice and data services
• Operational complexity across a large workforce
• Significant internal resource requirements
• Inefficient service management processes
• Delays in procurement, activations and remediation

The business needed a more streamlined and scalable approach to mobility management.

A Proven Partner For Mobility Management

John Holland selected Star21 to help simplify the management of mobile voice and data services while reducing operational overhead.

The objective was clear:

Create a centrally managed service model that would improve efficiency, reduce internal workload and provide a better experience for end users.

Star21’s mobility expertise and ability to manage complex telecommunications environments made them the right fit for the organisation’s requirements.

A Streamlined, Centrally Managed Mobility Environment

Star21 worked closely with John Holland to establish a more efficient approach to managing mobile voice and data services.

The engagement focused on:

• Centralised management of mobility services
• Streamlined service delivery processes
• Faster procurement and service activation
• Improved support and remediation workflows
• Ongoing operational management

The result was a model that reduced complexity while improving responsiveness across the organisation.

A Partnership Built on Consistency

One of the defining aspects of the relationship has been Star21’s consistency.

Across every interaction, the John Holland team experienced a responsive, genuine and professional approach.

What stood out most was Star21’s willingness to support the business beyond standard service expectations.

When critical situations arose, including after-hours support requirements for key stakeholders, the team consistently stepped in to help, reinforcing a genuine partnership approach rather than a transactional vendor relationship.

Improved User Experience & Reduced Operational Overhead

By simplifying mobility management and improving service delivery processes, John Holland achieved meaningful operational improvements.

Key outcomes included:

6,000+ Services Centrally Managed

Improved visibility and operational control across the mobility environment.

Reduced Internal Overheads

Less time and effort required to manage telecommunications services internally.

Faster Service Delivery

Improved turnaround times for procurement, activations and remediation requests.

Enhanced User Experience

Reduced latency and improved service responsiveness for end users.

Stronger Operational Efficiency

More streamlined management processes supporting business-wide connectivity requirements.

The result is a mobility environment that is easier to manage, more responsive and better aligned to the needs of a large, distributed workforce.

More Than 15 Years of Proven Delivery

“Simply because they are tried and proven. Over my 22+ years at John Holland, I’ve seen firsthand the before and after impact, along with 15+ years of consistent service delivery from Star21. I’ve experienced this both as an end user receiving support and as a service owner managing the Star21 partnership, giving me a well-rounded and confident perspective on the value they bring.”

IT Enablement & Support Manager, John Holland Group

• Number
• Outcome
• 6,000+
• Mobile voice and data services supported
• 15+ Years
• Ongoing partnership with Star21
• 22+ Years
• Customer leadership experience referenced
• Reduced Overheads
• Lower operational management burden
• Faster Activations
• Improved service delivery performance

Looking Forward

For organisations managing large-scale mobile environments, operational simplicity and reliable service delivery are critical.

By partnering with Star21, John Holland has created a more efficient, centrally managed mobility environment that supports thousands of users while reducing complexity and improving operational performance.

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