Unified communication policy REPEALED (Knowledge base


This policy was repealed on 10 October 2019.

Final | June 2012 | v1.0.0 | PUBLIC | QGCIO


This Queensland Government Enterprise Architecture (QGEA) policy states Queensland Government’s approach to managing unified communications (including IP telephony) – a term that also encompasses internet protocol (IP) telephony.

Policy statement

The Queensland Government adopts an approach to unified communications that balances the need for departments to support their business requirements with the desirability of working toward a whole-of-government approach that supports cost-effective inter-department and extra-government communication and collaboration.

Policy benefits

This policy will assist the Queensland Government to move towards becoming a single enterprise, assist departments to improve service delivery to customers, reduce risk and deliver productivity benefits and cost savings.

Among the productivity benefits are the following:

  • improved collaboration, productivity and agility within and between departments
  • reduced silos within critical business processes
  • improved communication for mobile and remote workforce
  • enriched traditional department applications with new communications capabilities.

Among the cost savings are the following:

  • reduced need to travel
  • enabled telephony platform consolidation
  • reduced moves, adds and changes.


Unified communications is defined[1] as:

equipment, software and services that enhance individual, workgroup and organisational productivity by facilitating the control, management and integration of multiple communication methods. UC products achieve this through the convergence and integration of communication channels, networks and business applications. UC may be a stand-alone product suite or a portfolio of integrated applications and platforms.

UC products are used by employees to facilitate personal communication, and by enterprises to support workgroup collaboration. Such products also may extend UC beyond the company’s boundaries to enhance communication for the ‘extended enterprise’, which includes suppliers, partners and user groups’.

Gartner divides unified communication into six broad communication product areas:

  • voice and telephony (including IP telephony)
  • conferencing
  • messaging
  • presence and IM (instant messaging) unified clients
  • communication applications.


This policy applies to Queensland Government departments.

Policy requirements

The field of unified communications (including IP telephony) is one which is extremely fluid and in constant development.

The following policy requirements will ensure that government is able to move towards a whole-of-government (integrated) framework for unified communications, whilst fully supporting individual department business requirements.

Policy Requirement 1: Departments must consult with the Queensland Government Chief Information Office (QGCIO) as the design authority for unified communications across Queensland Government

Departments under taking activities that include any use of unified communications must consult with the QGCIO as required in the Unified communications (including IP telephony) standard.


The QGCIO, as the design authority, is responsible for defining the overall architecture and approach adopted across Queensland Government with regards to unified communications and has the following responsibilities:

  • providing guidelines (regarding standards, architecture etc.) which ensure that the unified communications approach adopted by Queensland Government enables departments to communicate and collaborate cost-effectively within their own organisations as well as with other agencies, partners and the public
  • ensuring that the unified communications approach adopted by the Queensland Government enables existing investments to be used and support gradual rather than forced migration
  • ensuring that the tactical and strategic directions for unified communications solutions continues to evolve and adapt to ensure the solutions implemented are the most cost-effective and take into account industry trends, developments and best practice
  • driving effective partnering with the ICT industry to develop unified communications products and services that provide more targeted and cost-effective solutions for Queensland Government departments
  • design, architecture and development of whole-of-Government unified communication services to integrate with department and industry products and services.

Issue and review

Version: v1.0.0
Issue date: 18 June 2012
This policy was repealed on 10 October 2019.

This QGEA policy is published within the QGEA which is administered by the Queensland Government Chief Information Office. It was developed by the Queensland Government Chief Information Office and approved by the Queensland Government Chief Information Officer.


This policy comes into effect from the issue date.

Links to related documents

Document title


Unified communications (including IP telephony) standardThe standard identifies the direction for each of the unified communications component areas and identifies where departments must consult with QGCIO regarding proposed solutions architectures and solutions prior to procurement.
Report on unified communications (including IP telephony) in the Queensland Government (DOC, 3481.5 KB)This document provides background discussion, an audit and analysis of the unified communications status quo in the Queensland Government, recommended focus areas and the desirable attributes for any government unified communications solutions.

[1] Gartner RAS Core research: Magic Quadrant for Unified Communications, 2010, Key Issues for Unified Communications, 2011

Last Reviewed: 18 June 2012