Energy Queensland is responsible for delivering innovative, secure, and scalable technology solutions that support the organisation’s strategic priorities and customer service excellence across Queensland. As a government-owned corporation, Energy Queensland plays a critical role in enabling the energy transition and supporting regional communities.

Energy Queensland has successfully delivered Project Phoenix, a transformative initiative that redefined its customer experience, operating model, and technology landscape. Faced with the end-of-life of legacy systems, Energy Queensland seized the opportunity to implement a business-led, digitally enabled transformation in partnership with Kraken and other industry leaders.

Over the course of 13 months, the organisation migrated more than one million customer accounts to the Kraken SaaS platform, rebuilt its customer portal in-house, and implemented a cloud-based telephony system. The project decommissioned over 30 legacy systems and terminated three major managed service contracts, delivering significant financial and operational benefits.

Project Phoenix was structured around four agile workstreams—product, technology, migration, and operations—each delivering incremental value over time. Despite aggressive timelines and the need to maintain legacy operations during the transition, the project was completed on time and within budget.

The transformation has uplifted employee engagement, improved customer satisfaction, and positioned Energy Queensland to meet strategic goals. It stands as a benchmark for digital transformation in the utilities sector, demonstrating excellence in execution, stakeholder engagement, and future readiness.

For more information about Energy Queensland, visit energyq.com.au.