We live and breathe the not-for-profit, government and local business worlds and deliver genuine value to them
You can’t be everything to all people, that’s why we focus on specific industry sectors where we can provide a high-quality, tailored service. With a special understanding of the value drivers influencing these sectors, we can be smarter about helping you to overcome challenges faster.
A Partner, not a Vendor
We work with progressive leaders to transform business with technology and our approach requires a partnering mindset. We invest in the industries in which we specialise and contribute to the communities they support. In return, this gives us a deeper understanding of your work and the customers you serve, and is a powerful value-add for us both.
Our energy in this sector is directed into charities, clubs and arts organisations, and it’s easy to do because of the common thread they share – community. Veracity uses business experience and technology to scale the communities our clients create. And this is so important in a constantly evolving environment.
- The tectonic shift in the charities sector has been the NDIS (National Disability Insurance Scheme) driving unprecedented attention to client services and experiences and case management.
- The major movement in clubs has been around managing the member experience on a precinct basis rather than visitation or event-based experiences.
- Arts organisations are focusing on enhancing the end-to-end experience for their patrons and scaling patron engagement and attendance, along with development and fundraising activities.
We have worked closely with both state government agencies in Queensland and local governments to deliver technology-based solutions that improve customer service and satisfaction. There’s a laser-like focus in the state government sector around raising capabilities across team, supervisor and senior management levels and Veracity has been a proven partner for many years delivering technology-based, whole-of-government learning solutions that really work.
If the past couple of years have taught us anything, it’s that businesses must be resilient and have the capacity to operate nimbly, remotely and securely. Veracity is perfectly positioned to help local businesses use technology to make transformative decisions that set them up for success.
The Gympie RSL Club is a popular community hub with over 10,000 members and featuring a restaurant, cafe, bars and gaming. It’s closely affiliated with the Gympie RSL Sub Branch, which is part of the fabric of the local community and provides a range of veteran support and advocacy services to its members.
We first met the RSL in late 2018. They were concerned about their IT platform and were eager to have an independent assessment to identify any risks and inefficiencies. Veracity was engaged and performed an IT Health Check and report.
During the three years that followed, the Club underwent extensive renovations and growth, and as a result of this expansion, its IT systems and requirements had not kept pace with the demands of the new operating environment.
Hardware and software project implementations had not gone smoothly and cabling wasn’t up to the standards required to effectively run its operations.
Veracity’s response and solution
It was time for a change. The Club urgently needed a more mature and holistic approach to its IT infrastruc
ture to match its organisational growth and development. Veracity came on board as their IT Managed Service Provider and worked closely with the Gympie RSL Club Management team and Sub Branch to deliver a solution.
We undertook an updated IT Health Check to identify and prioritise important issues and developed and rolled out a set of remediation actions, including activating multi-factor authentication and implementing a cloud backup solution.
Once the key infrastructure was in place and the systems were operating efficiently, Veracity stepped back, but continued to be on call remotely, 24 hours a day, 7 days a week to help troubleshoot any issues that came up on the ground. Because we run our business as an anywhere, anytime model, we don’t need a shop front down the road to provide the personalised service clients like Gympie RSL seek.
“Gympie RSL is fast becoming an iconic club in the region. They expect the highest level of IT service support and Veracity has the capabilities and capacity to deliver to those exacting standards. It’s an exciting partnership.”
— Veracity Managing Director, Bill Owens
Client benefits and outcomes
For the Gympie RSL Club and Sub Branch, working with Veracity gave them a trusted partner. Veracity has a clear understanding of their business operations, as well as the risks they face and how to manage and resolve them. The IT solution we put in place resulted in a more efficient IT platform with less down time and a better support experience for staff, which undoubtedly flows on to their customer experiences.
HOTA, Home of the Arts is the Gold Coast’s contemporary cultural precinct nestled amongst sub-tropical parklands and just a stone’s throw from Surfers Paradise. The next stage of the precinct development opened in early 2021. It features a brand new $63 million art gallery that complements existing cinemas, cafes and retail outlets, along with an award-winning outdoor stage, showcasing the very best local, national and international artists.
In 2016, Veracity CEO Bill Owens published an article comparing a live entertainment experience he’d recently had, to an at-home streaming experience. He suggested live venue operators could learn a lot from streaming platforms like Netflix, such as:
- Making it easier for producers and consumers to plug into their physical platforms
- Collecting, analysing and monetising both producer and consumer data
- Developing and applying labour-saving algorithms to match supply and demand
- Daring to scale better, bigger and faster to reach beyond local vicinities
- Being smarter, more agile and innovative to attract, retain and scale both producers and consumers.
HOTA Director of Operations and Transformation Anna Carroll saw the article, it piqued her interest, and she reached out to Veracity. It started a productive discussion around using digital technology to put the patron at the centre of the experience, and to ensure that experience was a quality and contemporary one.
HOTA was forging ahead with a suite of major infrastructure work as part of a 10-year plan and were not only looking for the right IT hardware and systems – but also help with the higher-order strategic thinking required to future proof their venues and challenge the status quo.
All eyes would be on HOTA as they opened a new gallery space in early 2021, and it was important for them to have a trusted partner by their side to ensure this and their other venues could operate seamlessly and exceed visitor experience expectations.
Veracity’s response and solution
Veracity worked with HOTA to conduct an ICT Healthcheck. Next came the development of a three-year roadmap to design and implement an IT platform that would power their state-of-the-art facilities and integrate effortlessly across venues. We designed infrastructure to support applications mostly hosted in the cloud to facilitate access anywhere and anytime, because we believe work is a thing you do, not a place you go. This gave HOTA staff freedom to work flexibly without being tied to a physical work space – which is so important for creative organisations.
HOTA’s new outdoor stage and entertainment area challenged us to think beyond supporting just the ICT requirements of a building to a whole-of-precinct approach and visitor experience. Within this HOTA ‘digital dome’, we made it possible for patrons to connect wherever they are in the precinct to book tickets, see what’s on, secure a BBQ location or even pay for food and beverage while an event is going on.
The implementation has been a great success, and now that the precinct is up and running, Veracity continues to provide remote and face-to-face IT support services to HOTA, 24 hour a day, 7 days a week.
Client benefits and outcomes
HOTA found a valued partner in Veracity who could help them embrace technology in a visionary way to support their aspiration to be the cultural heartbeat of the Gold Coast. Our team did whatever was required – early mornings and late nights – to deliver the IT solutions in time for HOTA’s new gallery launch.
Knowing that Veracity was invested and experienced in the arts and not-for-profit sectors was also important to HOTA. Being able to draw on our experiences in these industries and price our services accordingly was valued. But more importantly, HOTA considered the alignment in our values and our focus on human relationships, as one of the keys to a really productive and successful partnership.
“It’s been an incredible journey for HOTA. We started out as a small regional art centre – a successful, 400 square-metre gallery space. And now we are the proud custodians of a new $63 million art gallery with over 2,000 square metres of exhibition space, a magnificent outdoor stage and a performing arts centre with cinemas, theatres and cafes.
“During that time, Veracity has been a key partner of ours. They’ve been by our side as we’ve experienced the most extraordinary growth. What they’ve done for us is to make sure we’ve been ready at every single step of the way as we’ve developed into a thriving precinct. What we love most about Veracity is that they share our passion for community and that they’re always there at the end of the phone. I often say that in arts and culture what we are about is humanity, and Veracity reflects that. They’ve been a firm partner, they’ve helped us every step of the way and we couldn’t have got to where we are today without them.”
– Criena Gehrke, CEO HOTA Home of the Arts
In 2014, the Queensland Department of Children, Youth Justice and Multicultural Affairs* was looking for a way to provide common learning experiences across the State. The goal was to give all public servants access to quality professional development and compliance-related training materials, irrespective of their role, level or location.
As each government department has its own focus and responsibilities, they had each developed discrete Learning Management Systems (LMS). However, as these LMS weren’t integrated, it led to siloing of learning records, staff development and workforce data as a whole. With government employees often moving between departments, this resulted in:
- downtime due to retraining on each LMS
- incompatibility or loss of training records
- inconsistent user experiences with training.
At a higher level, it was next to impossible to report across multiple departments to identify training needs/gaps and to then develop strategies to address them.
Veracity’s response and solution
Veracity was engaged to design and build an online scalable solution. We worked closely with the Department’s workforce capability specialists to identify online, offline and blended-learning requirements for all capability levels. We then designed and built a public, cloud-based learning management system called iLearn that delivered 24-7, year-round access to quality online training modules with assessment and reporting integration.
Client benefits and outcomes
Designed as a shared-service model, iLearn delivers an enterprise-grade, cost-effective online learning experience for Queensland Government departments of all sizes, particularly smaller agencies that wouldn’t typically have access to a bespoke, commercial-grade learning platform such as iLearn.
- Anywhere, anytime – online learning materials are available to public servants across the State, no matter where they’re located.
- Learning rates rose – thanks to a reliable and easy-to-use platform to deliver consistent materials to geographically dispersed staff, updated in real time, and accessible online.
- Portable training records – iLearn’s public cloud design is flexible and scalable and enables the automatic transfer of training records when staff move between participating departments.
“Veracity transformed the way the Queensland Government delivers learning to public servants by designing, building and supporting iLearn. This truly scalable and accessible learning management platform is now used by a growing number of government departments.”
— Bill Owens, Managing Director, Veracity.
* formerly the Department of Communities