Royal Flying Doctor Service empowers employees with Office 365

Customer Overview

The Royal Flying Doctor Service (Queensland) is a part of one of the largest and most comprehensive aero-medical organisations in the world. It provides emergency and primary health care services for those living in rural, remote and regional Queensland. A not-for-profit organisation, the Flying Doctor relies on the support of the community and in Queensland the Service needs to raise over $12 million per year to keep the Flying Doctor flying.

Business Situation

The Royal Flying Doctor Service (Queensland) provides patient care to 95,000 people in remote communities as well as life-saving transfers to those in need of organ transplants and heart surgery. Their 19 aircraft fly more than 22,000 hours per week, 24 hours a day, spanning thousands of kilometres.

Their internal infrastructure was dated, unreliable and expensive, that hindered the quality of the emergency evacuation and transportation services they provide. Issues in network performance and security provisioning led to staff complaints and impacted on service delivery.

RFDS had recently adopted a cloud-first strategy to encourage innovation and harness technology to enhance the delivery of emergency and primary health services for patients. RFDS wanted to empower their employees with 24/7 access to find information within seconds to help them fix a problem or receive important updates. The solution would need to maintain a central point of administration for their electronic flight bag (EFB) devices, which ensure flight crew can perform flight management tasks and access critical aircraft documentation.

Charged with a mission to transform their workplace through a modern set of collaboration tools, Kloud partnered with RFDS to deliver a solution to provide flexible, transparent and simplified communications and connections across their business.


Kloud proposed a hybrid approach for deployment and adoption of Office 365 services including Exchange Online, OneDrive for Business, Skype for Business and Yammer. Utilising Telstra’s Cloud Gateway RFDS are able to leverage Microsoft Azure to host their ADFS farm and Azure AD-Connect server which is integral for this operating model. Transitioning RFDS (Queensland) to Office 365 and Azure has enabled the business to provide staff with a more robust up-to-date messaging system and Collaboration services that will lead to improved productivity and user satisfaction.

The change to Office 365 provides RFDS (Queensland) with an evergreen environment, providing more functionality and features then they ever had previously, resolved many operational and infrastructure concerns and more cost effective then running their own Exchange service. Ultimately, the solution means critical patient and business information is centrally maintained in a secure, cloud first infrastructure with multiple copies of data whether in transit or at rest. In parallel with this an additional program of work has commenced to migrate RFDS’ existing SharePoint services to SharePoint Online, which will continue to improve employee experience, though an enhanced collaboration and sharing network.

Technologies used in the solution include:

  • Skype for Business Online
  • Office 365 Exchange Online 2016
  • OneDrive for Business
  • Azure Active Directory
  • Azure AD authentication system
  • Exchange Server Hybrid Configuration
  • Azure Tenancy
  • Telstra Cloud Gateway
  • Azure ExpressRoute


  • Highly available “Evergreen” cloud based solution
  • Reduced administrative overhead for IT teams
  • Better collaboration amongst users’ and teams’
  • Efficiency gains by use of Skype for Business
  • Larger user mailboxes and personal archive mailboxes in Exchange Online

Customer Testimonial 

The technical resources provided have been outstanding, as well as from a teaming perspective. Kloud have often gone the extra mile for us. The RFDS business in Queensland will now benefit from utilising Office 365 as it matures into the new set of products and features. – Colin Denzel, ICT Portfolio Manager


Security assessment for Australia’s leading professional services firm

Customer Overview

Professional services firm with global reach and deep expertise in audit and assurance, tax and advisory with a large presence in Australia.

Business Situation

A leading professional services firm was assessing new technology to drive innovative solutions and offerings as part of their digital transformation program. Having recently adopted public cloud, the organisation was looking to increase the use of public cloud to assist in delivering solutions while also realising the benefits from a cost savings and agility perspective.

With security a key consideration for the design and implementation of any cloud-based platform, the company was seeking to ensure standards for establishing necessary controls. The firm sought an independent assessment of the public cloud platform to determine its viability and security posture so they could take the necessary remedial measures to improve it.


To address the company’s concerns and requirements, Kloud recommended and developed a cloud security governance and control framework which helped to define;

  • Organisational direction on adoption and consumption of cloud services (e.g. SaaS, PaaS & IaaS) and the preferred cloud providers
  • A governance model for request, approval, implementation and maintenance of cloud based services
  • A comprehensive set of security controls aligning to the organisation’s security policies & standards and industry standards such as ISO27001 and CSA’s CCM

Kloud also developed a reference security architecture to define the architectural and security components requiring implementation to enable sufficient security controls outlined in the initial framework.

Kloud conducted a comprehensive security assessment of the overall architecture and the platform comprising of the cloud service deployed. The assessment also covered non-technical aspects of the solutions, including:

  • User provisioning
  • Access management including privileged access and user access revalidation
  • Logging and auditing
  • Incident response
  • Data handling
  • Software development practices

Gaps and areas of non-compliance within security controls framework were documented and rated based on the risk it posed to the organisation. Mitigation controls were defined and prioritised based on the risk rating and an implementation roadmap was defined and presented to the business.

Kloud helped the company to identify the security posture of the platform and provided recommendations on improving its overall security strategy.


  • Overall security state of the platform and risk position
  • Immediate areas of focus
  • Improved compliance
  • Higher level of confidence in the platform and the ability to demonstrate and sell their services to clients