How We Deliver

Our delivery model is the result of 14 years development and is proven to deliver the scale, service levels and geographic coverage required by our clients. The infographic demonstrates the elements of our model that ensure we deliver successful outcomes for our clients.

How we deliver
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  • Program delivery teams

    Our teams are structured individually around the deliverables of each project we deliver, as well as provide management oversight to monitor the rollout. Additionally, each program delivery team is supported by our specialist teams providing services to the program delivery team in areas including quality assurance, software, technical support, finance and logistics.

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  • Mapping the customer journey

    An essential aspect to delivering field installation projects is defining the series of interactions and processes required to deliver each work order with respect to the customer experience, including non-standard scenarios. To ensure we meet the service outcomes required by our clients, we design and implement individual customer journey for each service we deliver.

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  • System driven project delivery

    A key feature of our model is to utilise a system driven approach to manage the end-to-end installation process, and associated processes such as technician engagement, WHS compliance, invoicing, reporting and logistics. Skybridge has invested over $10million in its workflow management system, which incorporates hand-held technology utilised by our field technicians as well as our client portal which provides you with real-time visibility of every aspect of your project. SIMON is configured for the specific requirements of each project we deliver to enable your required outcomes to be fulfilled.

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  • Field workforce engagement

    Skybridge’s delivery model utilises our existing field workforce of over 1000 field technicians engaged by Skybridge to perform telecommunications installation and maintenance work for us. It should be recognised that a rural workforce of this size, capability and geographic coverage cannot be built overnight – we have established our workforce through a series of programs we have rolled out over the past fourteen years. Skybridge has one of the lowest technician attrition rates in the industry. In addition to our existing workforce, Skybridge has the resources and know-how to ramp up our workforce at short notice to meet the needs of each program we deliver.

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  • Customer Scheduling

    Our customer scheduling model is tailored to the needs of each program we deliver. For example, in some cases it is suitable to offer clients an option to confirm their booking through an online portal as well as through telephone-based customer care team. We have also developed special processes to manage at-risk scheduled jobs (“Jeopardy Management”) and customers with non-standard requirements (“Customers with special needs”).

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  • Health and Safety

    Skybridge recognises the need for safety to be a positive cultural element that leads to other business improvements. The 11 safety controls we have in place manage, monitor and mitigate safety risks throughout the program. It has proven to produce superior safety results, including reduced losses, injuries and illnesses, and incorporates many years of continuous improvement as a result of consultation with field technicians and WHS experts.

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  • Environmental management

    Skybridge believes that sound environmental management is an important component of the organisation's overall management responsibility. Skybridge facilitates environment management through its Environmental Management Plan.

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  • Quality Assurance

    We design an individual QA program for each project we deliver.  This ensures we identify and monitor specific areas of risk associated with each type of service performed.  Our QA programs are designed in-house by our QA and program managers, in consultation with industry experts and in most cases, our clients. We utilise a number of office and field activities in each QA program, administered through the SIMON system.

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  • Logistics management

    A logistics operations model to manage the risks associated with distribution, warehousing and tracking of equipment Australia-wide. Our stock processes ensure we provide accountability and visibility to all stakeholders.

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  • Business Continuity Planning

    A logistics operations model to manage the risks associated with distribution, warehousing and tracking of equipment Australia-wide. Our stock processes ensure we provide accountability and visibility to all stakeholders.

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