CGL News

October 16


Dear Team,

I feel honoured and privileged to be given the opportunity to be your CEO. I hope to be able to work closely with you all to continue to build on the tremendous work that Miles has done, and he and I will continue to work closely together in taking this company forward. You are part of the journey and I look forward to your continued contribution.

Kind regards,



We thought it would be timely to chat to Darren and reflect on the past year he has been with Citadel and the recent news of his appointment to CEO.

With the announcement this week about your appointment as Citadel CEO, do you envisage any changes to Citadel?

'Miles and the broader team have done an outstanding job in creating and growing Citadel to the business it is today, and I don't see anything dramatically changing as part of my appointment. Miles and I are different people with different views so there will be changes in emphasis and priority but we'll keep the Citadel 'special sauce'....... it's the reason I'm here in the first place. Values and culture exist in perpetuity even as capabilities come and go and its critical we all work hard to keep the open, collaborative, honest, hardworking but fun-loving culture that is Citadel. If we invest our time in others and help them to be successful, much of that success reflects on ourselves. Its also just the right thing to do and we don't need a policy for that one.

I strongly believe in the concept of painting a clear picture of where we want to go, having the right team on the bus and then empowering the team to be as successful as they can be. With empowerment comes accountability and when you tie that to a clear picture of where we are going, I think you generate a real purpose for the organisational for the the people within it.'

In terms of the Citadel Strategy, where is Citadel looking to head in the next 1-5 years?

'We will continue to build on our assurance pedigree and expand our capabilities and client list in the process. We will build or acquire IP laden solutions which we can scale into new markets without having to add significant additional cost each time we do. We see ourselves the pre-eminent Australian publicly listed knowledge management one holds this position and its one Citadel can own. Citadel is still too much of an undiscovered gem and we've probably got a bit of work to do in terms of marketing and brand awareness to change that.

The Citadel brand will become synonymous with managing knowledge in complex environments and it's certainly going to continue to be a great journey! The world is moving fast and we will need to move fast as well, try new things (fail fast if needed) and swarm to opportunities as they arise. We will continue to grow our managed services core capabilities and deliver them on any platform consistent with our clients requirements (i.e on prem, hybrid, private/community or public cloud). Lastly, we will focus on developing the skills and capabilities of our people. We will have tremendous partnerships with other companies such as HPE, Microsoft, Service Now, Pexip etc, but we will invest in the people who have invested themselves in Citadel.'

What do you see is our biggest challenge as a business?

'To keep up! It is such an interesting time of the business, where we are learning how to become more established after listing and continue to look at ways we can improve and grow. Often we get stuck trying to get a million things done that it becomes challenging to take a step back and look at the big picture, how we are going overall and how we can improve. One of the most important things to me is to constantly be looking for solutions, rather than thinking of the problems. I value all of the insights and feedback people have given me and look forward to working together to achieve great results.'

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Miles spoke at the PAC Partners Technology Investor Forum on 28 Sept where 12 other Technology companies presented to over 60 investors. You can view Miles' presentation at:

Here is what they had to say about Citadel: 'CGL has earned their stripes within the toughest communications environment (Defence), and has successfully renewed all major contracts. CGL’s move into Pathology information management has been successful (they now hold over 40% of the Australian public pathology information market), and there are many other critical communications processes/services which are prepared to pay a premium for CGL service. CGL has looked at off-shore opportunities, but has stayed with providing on-shore services to existing Australian clients for now'.


We are excited to announce the launch of the Citadel Innovation Group. A monthly Innovation meeting will be held and hosted by Citadel staff and chaired by Ryan Harris from Knowledge. Each group/division in the company will have at least one representative on the Innovation Group and anyone can join meetings to contribute and pitch ideas. Selected ideas will be developed into business cases with support from Cindy and considered to the SLT. If you are interested in being part of the Innovation Group please let your GM/ SLT member know. This is a great opportunity for anyone and everyone in our company to be a part of our future. We are really excited to see what will be next for Citadel.

Enterprise Content Management (ECM) as a Service is live! Great work from the Kapish team, James Court, Ryan Harris, Stewart Hollingdrake and Brent Kuhl on getting this ready for prime time! Sadly, it is nameless and is current known as ECMaaS. We have decided to run a naming competition and are offering a Microsoft Band to the person who comes up with the winning name for our ECM as a service product. Please send names to before 28 October, the winner will be announced in early November.

Knowledge team has had a really busy September. Tim Hely is doing a great job leading the work in AFP and we are currently working across four projects there with a growing list of work to be done. The Defence team out at Campbell Park is continuing to do stellar work, with great feedback and new work. Kapish has been busy delivering on new implementations and supporting clients. Our advisory team has been responding to tenders, wrapping up our work in Victoria with Victoria Police, Premier and Cabinet and more work with Mt Scopus.


Tony Jan from ABA. As per usual Tony goes above and beyond and is managing challenging face-2-face and online students, most of which have recently been transferred to him. Tony​ really deserves recognition for his patience and commitment.

Milton Zambrano and Mohammad Ziauddin from ICT for their continued help and assistance with an array of IT matters. They both exhibit a great service mentality (always with a smile) and their help is very much appreciated.

A big thank you too for all of the help and effort from those people working on our Queensland Health tender presentation response (scheduled for 5 days of concurrent presentations starting next week). This great team includes: Stephen Lynch, Sonja Butcher, Tracey Giles, Scott Coghlan, Alan O'Keefe, Jeffrey Anderson, Kathryn Marks, Kitty Kulman, Maria Ziada, Lydnsay Beasley, Matthew Smith, Alex Richens-McGuire, Miles, Darren and Stewart.

Congratulations to Milton and Mohammad!! You are this month's Employees Of The Month! A big thanks to everyone who nominated their peers this month, please keep the nominations coming!

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Citadel Health is the first Australian company to achieve a ISO22301 certification in Australia. This certification ensures that planned, effective business continuity management (BCM) systems are in place, ensuring a quick response to disruption. Matthew Smith led the process and worked with Mark Chapman and Shawn Marshall to put the necessary systems and processes in place. A job well done by all.

In the photo above are Stephen Lynch, GM Citadel Health, Marc Barnes, MD BSI

and Matthew Smith, Citadel Program Manager.

The rest of the team are in the final stages of preparation for the Queensland Health Demonstration next week. This has been a huge effort and 10 staff from Melbourne are about to descend on the Brisbane office over the weekend for the next 10 days. We appreciate Brisbane’s hospitality and apologise in advance for the noise and tired, stressed guests from Melbourne. The team have been working 12 hour days and 7 days a week to prep this demo. A huge undertaking and we really appreciate the personal commitment that everyone has shown to putting this together.

Oh – and the team have kept the Victorian project moving, Eastern Health final testing and prep for their go-live with the bidirectional eOrders interface while we are in Queensland, and Queensland has also planned a live release of code the day after the team returns to Melbourne. So the team has kept the business running as well. We wish the Health team the best of luck for next week.


For Citadel Tech, September saw the completion of a number of high profile jobs including National Disability Insurance Agency projects in Geelong and Sydney; upgrade work at RAAF Edinburgh (SA); the installation of digital signage at numerous sites throughout the Brisbane metropolitian area for the Brisbane City Council; and plenty of installations for Monash University. Not to be forgotten, James and Gerard continue to provide important assistance to Spotless to help them in the final testing phase for nRAH.

Our helpdesk teams continue to provide our clients with great support. The DHS and Symonston crew conducted 1142 conferences in September and successfully tested some new desktop endpoints for use within DHS – an important part of ensuring we provide relevant and appropriate solutions. The Defence team (DSVE VNOC) supported a number of defence exercises in Australia and operations overseas. With 1101 conferences and 822 service requests the team was kept busy and our cross interaction with the Attorney General’s department saw some global testing of networks including links to Europe. Special call-out and congratulations to Mark Valvason from the DSVE team on his recent wedding.

Our technical staff are often the quiet achievers of the broader CitadelTech group. Travis McEwen, Andrew Howard and Travers Talbot have spent a lot of time over the past month successfully supporting interstate activities and projects. Toby Williams, Darren Van Graan and Tony Kasunic, have equally made important contributions supporting our clients with timely and appropriate techical advice and help. Well done to all.

A number of new starters joined us recently including Shannon Currie (Ops, Melbourne); Sarah Bardwell (Sales, Melbourne); Shelby Collins (Helpdesk, Symonston); and Tom Staniford (Helpdesk, DHS) – we wish them all the best for their future careers with CitadelTech as part of the Citadel Group family.

Finally, with the build up to the end of year installation program for Monash University and a number of other significant bodies of work due to be scheduled for build shortly, our operational delivery teams are already working hard to ensure we meet our client goals. It will, no doubt, be a busy 2nd quarter of the financial year.

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The Citadel Group has partnered with Converge International to provide you with an Employee Assistance Program (EAP) to help you deal with the challenges, concerns or issues that may be affecting you at work or at home.

Converge International offers a confidential, personal coaching and counseling service that provides support for a variety of short-term, personal or work issues. This service gives you access to qualified professionals including psychologists, social workers and management coaches.

To access the service, call 1300 687 327 and arrange for an appointment. You can arrange to speak with a consultant over the phone or meet face-to-face. Consultations can be conducted at Converge International sessional offices throughout metropolitan and regional Australia.

You can access Employee Assist free of charge for up to a maximum of 4 hours each year per issue. Your confidentiality is assured and you details will not be passed on to anyone at your organisation.

Thanks to Jo for implementing this important initiative.


Christmas is just under 11 weeks away and it is time to start planning your Christmas leave. Most offices have a mandatory shutdown period which is from 26 December 2016 – 6 January 2017, which includes 7 Annual Leave days. There are some exceptions to this for specific positions, please speak with your GM if you are unsure.

Please ensure you plan your leave accordingly and submit your requests into Advance Payroll as soon as you can.


The Finance team welcomes Michael Lorenzato as Citadel's Commercial Accountant. He started with us this week on Tuesday and will help support the commercial financial needs of the Group. When you see him around the office, please introduce yourself to him.

The team have also been working towards improving the information available to GMs and executives regarding future financial performance by building forecast models that take into account the opportunities we currently have reported in CRM and the backlog of work that has not yet been completed.

The CGL Travel Policy has been updated and is effective from 30 September 2016. This travel policy replaces previous versions, including divisional travel policies. If you have any questions, please contact Finance.

The Employee Share Scheme (ESS) for 2016 is now open for eligible staff. Please keep an eye out for two information sessions that will be held prior to the close date which will give you further information on the scheme. These information sessions are optional.


Personalities can be described as 'The Big Five' and influence our decision-making and the way in which we work:

Openness to experience: pro-active seeking and appreciation of experience. Do you like to experience new and varies activities or dodo you prefer routine and familiarity?

Conscientiousness (work ethic): how organised, motivated thorough you are in life and pursuing goals - are you an achiever and well organised?

Extraversion: how energetic and enthusiastic you are, especially when dealing with people, are you outgoing and socially active? Or do you focus inwards and happy to work alone?

Agreeableness: Do you show compassion or are you tough and guarded?

Natural reactions: the ways people react emotionally to pressure and stressful circumstances.

How do The Big Five affect the way we do our job, and the way we make decisions?

Openness: Some people are curious, imaginative and artistic, while others are practical and focused. The more open people are, the more prone to boredom they are. They think outside the box too much. You don't want creative airline pilots whose job it is to sit in small, dark, cool spaces watching computers for hours. And nor do you want openness in those dealing with rule-enforcement in security and safety. But you want it in "shovels-full" in marketing and design.

Conscientiousness: Some people are hardworking, self-disciplined and well organised. Others are disorganized, easily distracted and undependable. Conscientious people have self-discipline, drive and a sense of direction. They stay on and come in when required over and above what it says in their contract. They just need a direction and an appropriate reward.

Extraversion/Introversion: Some people are talkative, sociable, and socially self-confident. They like other people and tend to be socio-centers. They are comfortable in groups and teams and enjoy intensive and extensive people contact. Others are quiet, retiring, and apparently shy. They prefer to work alone and have a much lower need for social contact of all kinds. This, of course, is introversion-extraversion. Some people can be excited, enlivened and energized by social contact, or frightened and exhausted by it.

Agreeableness: Some people tend to be sunny, cheerful, warm and empathic while others are dour, unsympathetic, and grumpy. This is about being hard or softhearted. It's about sensitivity to and interest in the feelings of others. This dimension is called agreeableness. Agreeableness can be a handicap when agreeable managers have to deal with recalcitrant, difficult and disagreeable staff. Their natural warmth and kindness may prevent them from ''kicking butt' as frequently as they should.

Natural Reactions: Some people are calm, contented and placid. They are stable under fire, resilient and emotionally robust. Others are easily upset, tense, anxious, moody and highly-strung. It is, in short, the ability to handle pressure and stress – we call this "Natural Reactions", and it ranks up there with Conscientiousness as a very important characteristic. Most jobs have some sources of stress: tight deadlines, angry clients, competing demands, pressure and tough performance standards. At the extreme, people who can't handle stress cave-in with psychosomatic illness, depression or erratic behavior. They can be a menace to themselves, their colleagues and the business.

The bottom line is everyone has different personality traits, and it is important to understand this when working with others.


You can enjoy 10% off Virgin Australia domestic, trans tasman, international short haul and international long haul flights.

Offer available in business, premium economy, freedom, elevate and getaway fare classes. Does not apply to sale fares. Available for bookings from 1 Oct to 31 Dec for travel up to 30 June 2017. You need to book 20 days in advance. Promo code: JPR79.

Laura-Jane from filosoph-e is also available to assist you with your personal travel needs and can offer competitive fares and accommodation discounts. Contact


In lieu of the monthly whiteboard article, we thought we would do something different this month and share a recipe from Miles' recipe book. Thanks for sharing Miles!

Slow roasted lamb with warm fetta and green olive dressing


2 tsp ground coriander

1 clove of garlic, crushed

2 tsp finely grated lemon rind

1 tbsp extra-virgin olive oil

1.4kg shoulder of lamb

30gm butter

1 bunch of silver beet (about 1kg), leaves stripped

Fetta and green olive dressing

1 tbsp lemon zest

1 clove of garlic, thinly sliced

½ cup extra-virgin olive oil

¼ cup lemon juice

130gm fetta, crumbled

½ cup coarsely chopped green olives


  1. Combine coriander, garlic, lemon rind and olive oil in a small bowl and season to taste with sea salt and freshly ground black pepper. Place lamb in a roasting pan and rub with paste, then cover with plastic wrap and refrigerate for 3 hours.

  2. Remove plastic wrap from lamb and add 1 cup of water to pan, cover with foil and roast at 150C for 2½-3 hours, then reduce heat to 120C and cook for another 3 hours. Remove lamb from pan, cover loosely with foil and stand for 10 minutes.

  3. For fetta and green olive dressing, place lemon rind, garlic and olive oil in a small saucepan and cook over medium heat for 2-3 minutes or until garlic is golden. Remove from heat, add lemon juice, fetta and olives, season to taste, then return to heat and cook for 1 minutes or until combined.

  4. Heat butter in a large frying pan over medium heat. Add silverbeet leaves and cook for 2 minutes until wilted. Season to taste.

  5. Using two forks, coarsely shred lamb and serve warm on silverbeet, drizzled with warm fetta and green olive dressing.


Daylight savings: With daylight savings upon us, Brisbane is one hour behind. If setting up meetings in outlook on Brisbane time, the easiest way to ensure different time zones are considered correctly across interstate friends is to select the correct time zone that applies to the state the meeting is being held in (defaults to Cbr/ Melb).

Setting up voicemail on your phone: Dial 6555, you will be prompted to set a pin (if you don't, please email with your ext number). Once your pin is set up, follow the prompts to complete the setup. To hear your voicemail when not at your desk phone, dial (02) 6201 0555 and press * and you will be asked for your extension, then follow the prompts.


Do you have any ideas on how we can improve the newsletter or anything you would like included? We would love to hear from you. Email