Gen Support – Department of Transport and Main Roads (Queensland, Australia)

DTMR needed to outsource its third-line CA Gen support and secure a partner capable of delivering both business-as-usual (BAU) and ad-hoc development services for its TRAILS registration and licensing system. TXP was selected for its deep legacy technology expertise and ability to deliver a cost-effective, high-quality, 24-hour support model across time zones.

The Client

The Department of Transport and Main Roads (DTMR) is a Queensland Government agency responsible for planning, building, and maintaining the state’s major roads. It operates a suite of applications to deliver Registration and Licensing (R&L) services, managing $2.8 billion in revenue, 3.4 million driver licences, and 4.6 million vehicle registrations—making it the largest repository of personal data in Queensland.

The Challenge

  • DTMR required a single supplier to take over BAU third-line CA Gen support.
  • The solution needed to include ad-hoc development capacity for the TRAILS system.
  • A seamless transition from the in-house team was essential to avoid service disruption.
  • The support model had to operate across multiple time zones, leveraging global resources.
  • The department needed assurance of service continuity, quality, and cost control.

The Solution

TXP proposed and implemented a ‘follow-the-sun’ support model, combining UK-based and Australian resources to provide 24-hour coverage. We worked closely with DTMR and the incumbent team to define the service and ensure a smooth, risk-free transition. A locally based CA Gen contract manager was appointed to oversee delivery, mentor the team, and maintain service quality.

In addition to BAU support, TXP successfully delivered three separate development initiatives, demonstrating the flexibility and scalability of the engagement.

The Benefits

  • A cost-effective, managed service with flexible, 24-hour CA Gen support.
  • Seamless transition from in-house delivery within one month.
  • Local contract management to ensure quality, continuity, and team development.
  • Retention of in-house knowledge where beneficial and cost-effective.
  • Reduced management overhead through a single supplier model.
  • Predictable costs with a fixed-price agreement over multiple years.
  • Access to top-tier CA Gen talent through TXP’s trusted global network, enabling rapid mobilisation for ad-hoc projects.

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