QUT’s proposed 30 minute presentation examines the University’s multi year Enterprise Desktop transformation journey, from fragmented and decentralised device procurement to a mature, customer centred service model. The journey began with the centralisation of computing procurement, removing low value logistics work from technical teams and establishing a strong vendor partnership to create consistency, compliance, and scale.

Building on these foundations, QUT evolved the model further by redesigning how services are delivered to staff. This led to the creation of TechBar — a collaboration between QUT’s Digital Business Solutions (DBS) and Compnow — which replaced transactional logistics with walk up, high value service points across multiple campuses. Through TechBar, staff can be immediately allocated a new or updated device that fits their academic and professional needs, significantly improving experience while allowing technical teams to focus on specialist and high-value work.

The presentation explores this journey in the context of a complex university environment, highlighting the steps required to move from disparate teams and service models to a seamless, integrated partnership with shared processes, knowledge, and vision. It reflects on how each stage of the journey informed the next, and how intentional service design, governance, and collaboration enabled sustainable change.

We will also demonstrate the importance of strong procurement practice and active vendor relationship management, and the measurable impact these have had on cost control, service quality, and customer satisfaction. DBS leadership will conclude by reflecting on the lessons learnt since 2020, and how this journey has positioned QUT to respond confidently to the market challenges we are all facing in 2026.