The Ventia Operations Centre (VOC), located in areas across Australia and New Zealand, operates on a 24/7 basis providing a range of inbound and outbound client services.

Our VOC operates live networks, managing our clients' communications networks, client assets and their customer relationships in addition to a raft of inbound and outbound services. Continuous operations mean we can respond to your asset and network events quickly and treat your customers' issues consistently. We manage jobs from the first point of contact or alert through to resolution. 

Our objective is to provide value for money, innovative and effective solutions for our partners and clients and deliver exemplary levels of customer service.

Our VOC is designed to monitor, diagnose, record and control a diverse range of customer networks. It is also fully equipped to manage and administer preventative, reactive and planned activities.

The VOC currently services major clients across Australia and New Zealand, managing multiple 24/7 critical contracts all of which have agreed assignment, on site and restoration service level agreements in real time.

We monitor and troubleshoot a multitude of devices in real time including:

• Power systems
• Servers and virtual infrastructure
• Networking equipment
• Environmental sensors and
• Telecommunications infrastructure

Resilience and disaster recovery

The Ventia Operations Centre (VOC) is supported by multiple power and data resiliency solutions such as autonomous failover to secondary fixed and wireless links, multiple uninterrupted power supply systems and onsite generator support.  

Additionally, further resiliency is established through fallback protocols initiated when a business continuity plan is activated, to one or more of our ten sites throughout Australia and New Zealand.   The centre is supported by remote operational capabilities allowing trained Ventia employees to log in from virtually any approved location and provide support.  
The centre also maintains and monitors a network of secondary 'hot' sites located close to our main hubs for physical redeployment should it be required.

The VOC conducts real time simulated business continuity testing every six months and an annual desktop review of the continuity plan and business impact analysis.

Safety and health above all else

The safety of our people - including subcontractors - is our primary concern. Our operators can see the current status of each job, vehicle movements, national weather maps and emergency services warnings at a glance. Our monitoring systems allow us to identify worker risks in real-time and manage them on-the-spot.

Our Customers

The VOC currently services major customers across Australia and New Zealand, managing multiple 24/7 critical contracts all of which have agreed assignment, on site and restoration service level agreements in real time. Through these contracts we provide services that include:

• Vehicle recovery services for national contracts, encompassing meticulous planning, scheduling and control activities.
• Emergency fault repair and customer service solutions for essential water utilities, ensuring rapid response and support.
• Network integrity and facilities management for millions of assets across the nation, maintaining high standards of operational excellence.
• Expertise in servicing critical infrastructure, including fibre networks, road maintenance, intelligent transport systems, radio communications, and rail maintenance
• After-hours customer service support for local government facilities management, ensuring seamless operations around the clock.
• Maintenance services for a significant number of social housing properties, providing comprehensive issue resolution.
• Helpdesk services supporting educational institutions, enhancing the management of facilities through tailored solutions.
• Planned and reactive asset management across national contracts, ensuring operational readiness and efficiency. 
• 24/7 fault and emergency response services for multiple facilities maintenance sites, prioritising safety and reliability. 
• Support services for a wide range of government agencies, facilitating effective operations and communication. 
• Helpdesk capability supporting emergency services, ensuring rapid and efficient responses across states.
• Electronic monitoring services for law enforcement agencies, enhancing community safety and operational effectiveness.

How the VOC benefits our clients

• The VOC gives clients direct line of sight and transparency into how their assets are performing and work progress. We do performance analysis on all contracts and hold daily calls with any project where opportunities for improvement are uncovered
• We use robust jeopardy management capability and fault diagnostic processes to prioritise end-to-end incident management
• We achieve SLA commitments, minimise business impacts and process compliance
• All inbound and outbound calls are recorded and quality audited to ensure learnings are shared with employees
• We provide ongoing technical, process and systems management training to our operational teams and performance reporting metrics are typically reflected in KPIs and performance development reviews
• All our services are supported by strategic data analytics which drive optimal contract, customer, and client outcomes.