A leading Gold Coast-based domestic and family violence support organisation stands as a vital lifeline for the Gold Coast and Northern Growth Corridor communities. Since opening its doors in 1992, the organisation has consistently advocated for individuals impacted by domestic and family violence, offering confidential, free-of-charge counselling, court advocacy, support services and education for women, children, young people and men.

Their unwavering mission: “Everyone is safe to live with justice, freedom and hope in their family, community and country” guides everything they do.

Through its leadership in a multi-agency integrated response model, the organisation has enhanced coordinated responses to high-risk domestic violence cases, ensuring safer outcomes for vulnerable families.

Grounded in the core values of safety, respect, equity, and accountability, they deliver evidence-based programs, behaviour-change initiatives for men and children, and women’s advocacy, all rooted in a framework that listens to those most affected.

The work the organisation undertakes is nothing short of transformative. By empowering clients, influencing systemic change, and responding to complex needs across their community, they do more than provide support; they light a path toward recovery, resilience and lasting safety for families experiencing domestic violence.

By early 2024, the organisation was at a critical juncture. The frontline service had scaled to over 80 staff to meet surging demand across its HQ and new satellite sites. Yet, the existing IT infrastructure was preventing them from operating at full capacity. Their previous provider had changed its business model and now focused exclusively on cybersecurity, leaving telephony, hardware, networking and flexible working unaddressed. The organisation relied on outdated desktop computers that were tethered to the office, unreliable Wi‑Fi, legacy telephony systems and a modest 100/100 Mbps internet connection, all of which hindered productivity, flexible working and secure client interactions.

The organisation’s rapid expansion included multiple satellite locations, including staff based at courthouses, police stations and community hubs, requiring efficient, secure connectivity. The team sought to introduce hybrid work and hot‑desking to support agile service delivery, but slow internet speeds and ageing devices meant staff often struggled to collaborate effectively or maintain professional external communications. Additionally, the organisation needed robust technology to protect highly sensitive client information and to meet compliance expectations, particularly given their strong focus on their values framework and community accountability.

The organisation needed a secure, scalable, modern IT backbone to support remote access, satellite site connectivity, flexible working, and reliable conferencing without disrupting service delivery. The stakes were high: any delays or outages risked impacting vulnerable individuals relying on the organisation’s vital support.

Key Objectives

The organisation outlined several strategic priorities:

Enable agile work: Support flexible and hot-desking arrangements through portable and secure devices.

Modernise communication: Upgrade telephony and conferencing to reflect the organisation’s professional standards.

Expand securely: Provide reliable connectivity to satellite sites and accommodate growth.

Strengthen cybersecurity: Enhance data protection, compliance, and secure third-party access.

Minimise disruption: Complete infrastructure upgrades within tight timelines, with minimal downtime.

BITS delivered a fully integrated technology transformation across hardware, connectivity, telephony, security and workspace design, bringing the organisation into a modern, flexible, and scalable digital era.

Complete device modernisation

BITS replaced ageing desktop PCs with corporate-managed laptops for over 80 staff, enabling secure remote login and preventing unauthorised access. This shift unlocked flexible working, hot‑desking, and mobile service delivery aligned to the organisation’s growth.

High‑speed internet and Wi‑Fi overhaul

The central internet link was upgraded from 100 Mbps to a 1 Gbps fibre connection, increasing the speed tenfold and achieving this upgrade at a reduced cost. The office Wi‑Fi infrastructure was enhanced to deliver robust, low‑latency connectivity vital for conferencing and remote collaboration.

Teams-based telephony and conferencing

BITS deployed Microsoft Teams Calling with Teams Premium licensing, headsets, and call‑queuing capabilities. They also installed two Teams Rooms systems, including digital whiteboards, instantly upgrading the organisation’s in‑office and virtual meeting professionalism.

Satellite site enablement

Secure, high-performance connectivity was extended to the organisation’s satellite sites in courthouses and police stations. This ensured consistent system access, improved case visibility, and supported remote service delivery across locations.

Cybersecurity and compliance hardening

The solution included Microsoft 365 hardening via role‑based access, multi‑factor authentication, secure contractor access, and third‑party data protections. BITS ensured the organisation met essential compliance standards without sacrificing usability.

Responsive project delivery

BITS executed the rollout under tight timelines and a repeatedly expanded scope, adapting to rapid staff onboarding and new site openings. The comprehensive upgrade included hardware, internet, telephony, and cyber controls, and was completed smoothly with zero disruption to daily operations.

This cohesive solution gave the organisation a future‑proof IT foundation, securing data, enhancing collaboration, and empowering staff to focus wholly on their vital mission.

BITS’s strategic and comprehensive IT overhaul delivered powerful, measurable transformations at the organisation, with benefits across every critical area of their operations:

Flexible, Secure Working

100% laptop deployment meant every member of the 80-plus staff could work securely from any location. Hot‑desking and remote access now function seamlessly, enabling staff to support clients in satellite locations— including police stations and courthouses- without compromising professionalism or productivity.

Enhanced Connectivity & Productivity

Internet speeds skyrocketed from 100 Mbps to 1 Gbps symmetric fibre at a lower cost, eliminating network latency, accelerating workflows, and supporting high-bandwidth needs like video conferencing.

Upgraded Wi‑Fi delivers stable, high-performance connectivity across offices and satellite sites, sparking better staff collaboration and more effective client support.

Modernised Communication

The adoption of Microsoft Teams Calling with Premium licences and the installation of two Teams Rooms systems (complete with digital whiteboards and call queues) elevated both internal collaboration and external engagement.

These improvements have directly enhanced the organisation’s ability to host physical and remote stakeholder meetings, ensuring professional, structured interactions with clients and partners.

Strengthened Cybersecurity & Compliance

Layered security measures, including hardened Microsoft 365, multi-factor authentication, and secured third-party access, safeguard the organisation’s sensitive client data and ensure compliance with regulatory standards.

Zero-Disruption Rollout

Critically, the entire technology transformation spanning hardware, network, telephony, and cyber controls was implemented under tight deadlines and expanding scope with zero downtime, ensuring ongoing service delivery to vulnerable clients.