Supporting Mobility Across One Of Australia’s Leading Professional Services Firms

KPMG Australia is one of the country’s leading professional services organisations, employing more than 10,000 people across a national network of offices.

Reliable mobile connectivity is essential to supporting consultants, advisors and corporate teams who work across client sites, offices and remote locations every day.

As the organisation continued to grow, maintaining a scalable, well-governed mobility environment became increasingly important to operational performance.

Managing A Growing Enterprise Mobility Environment

As KPMG’s mobile services environment expanded, the existing operating model was becoming increasingly difficult to manage.

Service delivery, provisioning, support and commercial oversight were spread across multiple teams and vendors, creating unnecessary complexity and placing additional pressure on internal technology resources.

The organisation needed a partner capable of introducing greater structure, consistency and accountability while supporting ongoing business growth.

Key challenges included:

• Managing a large mobile and data services estate
• Coordinating multiple stakeholders and vendors
• Integrating with existing ServiceNow workflows
• Managing complex billing and cost allocation
• Maintaining consistent service quality at scale

KPMG required more than telecommunications support. It needed an enterprise managed services partner capable of delivering operational excellence.

Building a Structured Managed Services Model

Star21 was selected to provide an end-to-end managed mobility service that would simplify operations while improving governance and service delivery.

The engagement extended beyond traditional support, encompassing:

• Mobile service provisioning
• Incident and request management
• Billing and commercial oversight
• Governance and reporting
• Continuous service improvement

By centralising these functions within a structured managed services framework, KPMG gained a single accountable partner responsible for the ongoing performance of its mobility environment.

From Fragmented Operations To Centralised Management

Star21 implemented a scalable managed mobility service designed to support the organisation’s operational requirements today while providing a foundation for future growth.

The solution included:

• End-to-end lifecycle management
• Integrated ServiceNow workflows
• Incident management and fulfilment
• Mobile provisioning and service changes
• Billing management and commercial support
• SLA monitoring and performance reporting
• Ongoing optimisation and governance

Rather than simply managing requests, Star21 became an operational extension of KPMG’s technology team.

Governance That Drives Continuous Improvement

A Framework Built Around Accountability

Enterprise mobility requires more than responsive support. It demands visibility, governance and continuous improvement.

Star21 established a structured governance framework that included:

• Monthly service reviews
• SLA monitoring and reporting
• Operational performance reviews
• Vendor coordination
• Financial governance
• Continuous improvement initiatives

This framework provides transparency across service performance while ensuring mobility services remain aligned with broader business objectives.

Greater Efficiency, Visibility & Operational Control

The partnership delivered measurable operational improvements across KPMG’s mobility environment.

Key outcomes included:

Centralised Service Delivery

A scalable operating model supporting enterprise-wide mobility services.

Reduced Administrative Overhead

Less internal effort required to manage provisioning, support and service requests.

Faster Service Response

Improved incident resolution and fulfilment performance through structured service

management.

Stronger Governance

Greater visibility through reporting, SLA management and operational reviews.

Improved Commercial Control

Enhanced billing accuracy, cost transparency and financial oversight.

Together, these improvements created a mobility environment that is more efficient, accountable and capable of supporting KPMG’s evolving business requirements.

A Trusted Extension Of The Technology Team

“Star21 has become a trusted extension of our technology team, providing reliable mobile service management, strong operational governance and responsive support. Their expertise and structured approach have helped us improve efficiency, visibility and control across our mobile services environment.”

Associate Director, Technology Services, KPMG Australia

An Evolving Partnership

Today, Star21 continues to support KPMG as a long-term managed mobility partner, providing day-to-day operational services alongside governance, commercial management and strategic advisory.

The relationship has evolved beyond transactional support into a partnership focused on continuous improvement, operational excellence and long-term business outcomes.

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