Strengthening IT Support for Critical Services: Domestic Violence Organisation’s Journey to a New MSP

A Victorian-based domestic violence organisation partnered with Dog and Bone to assess their technology environment and provide strategic guidance for the future of their IT operations. Dog and Bone conducted a comprehensive IT Tactical Assessment and provided limited hands-on support in the absence of their departing IT resource. This process led to Dog and Bone leading an RFQ project to help the client secure a new managed service provider.

"The project went even more smoothly than we expected and was delivered on time. The consultant was thoughtful, proactive, and communicated clearly throughout—making the whole experience seamless from an operational perspective."

- CEO, Domestic Violence Organisation

The Client

The client, a Victorian-based domestic violence organisation, provides crucial support and emergency accommodation for women and children experiencing family violence. They operate a number of high-security women’s refuges in Melbourne and provide holistic support for women impacted by domestic and family violence, mental health and substance abuse.

The Context

The priority for the client was to ensure their ICT was supported, after their sole IT provider departed unexpectedly, leaving them without critical support and exposing the organisation to significant operational risk. We stepped in to provide interim support while helping them to identify and transition to a more reliable, long-term IT partner. Our process provided an independent assessment of their ICT environment and support requirements giving them confidence they were making the best decisions for their organisation.

Our Approach

We approached the IT Tactical Assessment with a comprehensive evaluation to align their IT operations with their organisational goals, particularly removing operational risk and providing pragmatic solutions for both short and long term. Our methodology considered all key aspects of technology, including People, Process, and Technology, ensuring a holistic evaluation. By assessing these three components, our recommendations were designed to support the client in achieving its broader organisational objectives.

IT Tactical Assessment

We structured the project into three clear phases: Discover, Assess, and Inform.

Discover – We gathered key findings and observations through interviews, questionnaires and workshops, engaging a diverse range of users. Additionally, we conducted a high-level examination of systems, documentation, process and hardware to identify potential risks and capability needs.

Assess – We analysed the collected data, identifying critical issues and areas for improvement. These insights were organised into major themes and priorities to highlight overarching challenges and opportunities.

Inform – Based on our analysis, we developed a series of targeted recommendations, each designed to enhance the client’s IT operations and align with its strategic objectives.

Key Deliverables

Current state assessment – rated the client's IT capability maturity based on a range of factors: governance, systems, security, communication, resourcing and reporting

Application usage analysis – reviewed the key applications and systems in use today, mapping functionality, users and future usage needs

Risk and issues – assessed and identified key IT risks and future considerations: ICT support, information management, systems and data, IT capability and training, security and compliance

Roadmap for key recommendations – mapped recommendations according to short, medium and long term, across IT functions

One of the priority recommendations was to immediately identify and engage a long-term solution and partner for providing IT support and management. This need ultimately led to the initiation of the Request for Quote (RFQ) project to find an IT Managed Services Provider (MSP).

MSP RFQ

Our MSP RFQ process outlined below was designed to rigorously evaluate and select a provider that best met the client’s requirements.

Develop requirements and process – Document current environment, confirm future requirements and define RFQ service model and scope.

RFQ Development – Draft RFQ documentation, create evaluation matrix, identify and shortlist suitable vendors, and conduct vendor briefings.

Bid Evaluation – Review vendor responses, assess against evaluation matrix, and engage vendors for clarifications and negotiations.

Vendor Shortlist – Finalise shortlist and begin negotiations.

Report – Present analysis and recommendations.

Appointment and transition – Confirm vendor agreement, plan implementation support and complete client handover.

“We now have an ICT company we’re working closely with, having undertaken a robust process with Dog and Bone to select them. We have confidence the MSP provider we’ve chosen understands and supports our needs.”

- CEO, Domestic Violence Organisation

The Outcome

Some of the recommendations provided to the clients were as follows:

IT Support & Maintenance - Partner with a proactive MSP under clear SLAs, leveraging real-time monitoring to boost security, efficiency, and reliability. Use this assessment to launch a long-term IT strategy aligned with future needs, including governance and vendor management.

Information Management - Establish formal governance, a central SharePoint-based document system, data encryption, and mandatory security training to enhance compliance, secure access, and breach protection.

System Performance & Usability - Improve system efficiency and stability through integration, infrastructure upgrades, and real-time monitoring to streamline workflows and eliminate bottlenecks.

User Knowledge & Training - Standardise onboarding and training, including mandatory cybersecurity education, to foster a skilled, security-aware workforce.

Security & Compliance - Implement MFA, centralise security tools, conduct regular audits (e.g., Secure Score), and enforce a unified governance framework to ensure compliance and strengthen cybersecurity.

Based on these recommendations, the client has partnered with an MSP provider closely aligned with needs, with full confidence that they understand and can support their needs.