Melba MSP Review Paves Way for Future-Ready IT Services & Mobile Optimisation achieves $200K in Telco Savings

With their IT Managed Service Provider (MSP) contract nearing its end, Melba Support Services had an opportunity to review their IT service delivery, achieve short-term cost savings, and establish a strong technological foundation for future growth. 

Additionally, through a strategic review of their telecommunications expenses, potential savings exceeding $200,000 over 36 months across their 642-device mobile fleet were identified, with further monthly cost reductions on the horizon. 

The Client

Melba was founded in the early 1970s by three families seeking day support for their children with disabilities. Today, the Victorian-based organisation supports around 140 supported independent living homes for children and adults with a disability, offers short-term respite centres and a range of initiatives, including home and living assistance, day support, and community participation initiatives – amounting to a staggering 1.3M+ hours of support.

The Context

Melba sought a ‘fresh pair of eyes’ to review their approach to technology and telco expense management.

With their IT MSP contract expiring, Melba engaged Dog and Bone to provide an independent assessment of the provider’s performance, contract alignment with business needs, and potential areas for improvement.

And, recognising our expertise in not-for-profit (NFP) telco pricing, we were asked to review their telecommunications expenses and vendor agreements to identify potential cost savings.

The Approach

We initiated two key projects:

• IT MSP Contract and Pricing Review

• Mobile Optimisation

What we did - IT MSP Contract and Pricing Review

We conducted a comprehensive review of Melba’s IT MSP contract. Our approach included:

• Discovery and engagement – Assess service models, infrastructure, applications, and systems; gather stakeholder input on support and technology needs

• Review and assessment – Evaluate MSP contract, services, support, and pricing; ensure alignment with organisational goals.

• Solution alignment – Compare capabilities and priorities with a range of operational models; identify tactical opportunities like MSP negotiation or service refinement.

• Report and presentation – deliver findings and recommendations for IT service management.

  
  

"Great work from Dog and Bone as always. Very valuable insights and expertise – an extremely helpful report. Looking forward to sharing this with our ELT and Board.”

- Mark Burke, CFO, Melba Support Services

Key Deliverables 

1. Review of Melba’s existing IT MSP contract, providing an independent assessment across a range of elements - alignment of the delivery model to organisational needs, services, support and value for money. 

2. Comparison of different operating models - inhouse, outsource, and hybrid. Each model was reviewed in terms of industry standard practices, expected costs, benefits, and risks relevant to Melba. 

3. Assessment of impacts, risks, costs and benefits of different IT service management models on the business. 

4. Recommendations for an IT service management capability that aligned with industry standards and best practices. 

What we did - Mobile Optimisation

• Benchmarked and identified ideal plans leveraging our analysis software and Telco BI.

• Mapped and reviewed Melba’s services and applied new plans.

• Facilitated the implementation process with vendors.

• Monitored migration to new plans and reported to Melba each month on progress.

• Confirmed all services were included in the migration.

• Verified new pricing structure and billing.

• Sought vendor credits where incorrect billing occurred.

“With the telco savings that Dog and Bone identified in the optimisation project, and now with their monthly insights and recommendations, we can ensure that we’re maximising our budgets for community care projects.”

- Mark Burke, CFO, Melba Support Services

To maintain cost efficiencies and service optimisation, Melba subscribed to one of our Telco Management services - Telco BI Reporting, giving them a single view of their split mobile fleet. Now, all their telco services and expenses are in the one place.

What’s more, using powerful analytical tools together with Telco BI dashboard, our analysts crunch through Melba’s monthly telco data in minutes - pinpointing savings, uncovering inefficiencies and recommending ways to strip out costs and make their telco services work smarter and leaner.

The Outcome

Through our strategic collaboration, Melba is equipped with:  

• Independent assessment of IT service delivery options that align with their organisational needs 

• $200,000 in telco savings potential over 36 months.  

• Ongoing cost reduction, insights and optimisation through telco expense management.  

Melba continues to gain value from our ongoing telco management and independent, ethical advisory services. This partnership empowers them to focus on their mission—enhancing the lives of individuals with disabilities—while we ensure their IT and telco operations remain optimised and cost-effective.