Reliable ICT Partnership | Supporting 365-Day Operations | Zoos SA

About Zoos SA

Zoos SA is a leading conservation charity responsible for Adelaide Zoo and Monarto Safari Park, delivering critical animal care, conservation programs, and education initiatives across South Australia.

Technology underpins nearly every part of the organisation, including:

Ticketing and admissions
Membership and donor management
Retail and point-of-sale systems
Education programs and visitor engagement
Back-office operations

The Challenge

Always-On, 365-Day Operations

Unlike most organisations, Zoos SA has no downtime windows. Both sites operate every day of the year, requiring ICT systems that are:

Highly available
Consistently reliable
Able to perform under peak visitor demand

Even short outages can lead to:

Lost revenue from ticketing and retail
Long queues and poor visitor experiences
Disruption to critical operations

Complex Multi-Site Environment

Supporting two large and distinct sites introduces additional complexity:

Different infrastructure environments
Varying visitor patterns and demand peaks
Distributed systems that must operate seamlessly

Need for More Than Break-Fix Support

Zoos SA required a partner that could go beyond reactive IT, delivering:

Rapid incident response
Strategic ICT planning and advisory
Deep understanding of operations
Long-term alignment with organisational goals

The Solution

End-to-End Managed ICT Services

Subnet provides a comprehensive managed ICT service covering:

Infrastructure support and management
Network performance and connectivity
Proactive system monitoring
User support and troubleshooting

A True Extension of the Internal Team

Subnet operates as an embedded partner, not just a supplier—offering:

Consistent support delivery
Deep familiarity with both zoo sites
Clear accountability for system performance

Strategic ICT Partnership

The team works closely with Zoos SA to:

Develop long-term ICT roadmaps
Plan infrastructure upgrades
Support new visitor experiences and digital initiatives
Align technology investment with conservation and growth priorities

Implementation Approach

Long-Term Partnership

With over a decade of collaboration, Subnet has developed strong organisational understanding, including:

Seasonal demand cycles
Site-specific challenges
Strategic priorities and constraints

Collaborative Planning

Subnet works alongside Zoos SA’s ICT team to:

Identify improvement opportunities
Plan upgrades and refresh cycles
Ensure business-aligned decision-making

After-Hours Execution

To minimise disruption, Subnet carefully schedules major work outside visitor hours, supported by:

Detailed planning and testing
Risk mitigation and rollback strategies
Immediate post-change support

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Results and Outcomes

Consistent System Availability

Reduced downtime across critical systems
Reliable performance during peak visitor periods

Rapid Incident Response

Fast diagnosis and resolution of issues
On-site support when required

Protected Revenue and Visitor Experience

Stable ticketing and POS systems
Reduced queues and service interruptions

Stronger Strategic Alignment

ICT investments aligned with organisational priorities
Improved long-term planning and budgeting confidence

Supporting Growth and Innovation

Subnet plays a key role in enabling Zoos SA to evolve its ICT environment, supporting:

New exhibits and interactive experiences
Digital ticketing and membership improvements
Data-driven insights and operational efficiency

This ensures infrastructure can scale alongside organisational growth.

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Key Takeaways for Other Organisations

Align ICT support with always-on operations
Choose a partner who can provide strategic guidance—not just support
Prioritise rapid response to protect revenue and experience
Plan maintenance outside operating hours
Invest in long-term partnerships that build understanding over time

Conclusion

Subnet’s partnership with Zoos SA demonstrates how managed ICT services can go beyond support to deliver real operational and strategic value.

With reliable systems, rapid response capabilities, and forward-looking ICT planning, Zoos SA can focus on its mission—delivering exceptional visitor experiences while advancing conservation outcomes.