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KloudEasy
TelecommunicationsPlatform EngineeringDevOpsKubernetes

Transition to Self-Service Platform (IDP) Eliminates Ticket-Driven Bottlenecks

Client: Major Australian Telecom

Challenge

The client operated internal developer tools with a ticket-driven onboarding model. When a team onboards their applications and repositories to the developer tools, they need to raise a series of tickets, which normally takes 48 hours to complete, sometimes extend to one to two weeks when additional clarification or information is required.

Our approach

KloudEasy designed and built Kubernetes Operators for automation to enable self-service, together with pipeline validation and OPA policies to ensure self-service onboarding meets the requirements. Delivery teams could immediately receive successful provisioning results or clear validation feedback if a request failed.

Outcomes

  • Reduced onboarding time from 48 hours to immediate results
  • Eliminated 1-2 week delays for complex onboarding scenarios
  • Reduced operational overhead for the platform team by 70%
  • Enabled teams to bootstrap delivery workflows independently
  • Improved developer experience with instant feedback and error reporting

Background

Our client is a major Australian telecommunications provider with a large engineering organisation supporting multiple product lines. Their internal developer platform served hundreds of development teams, but the onboarding process created significant bottlenecks that slowed down feature delivery and increased operational costs.

The Challenge

The telecom's developer platform used a traditional ticket-driven onboarding model where teams had to:

  1. Submit multiple tickets for application and repository setup
  2. Wait 48 hours for basic onboarding completion
  3. Face 1-2 week delays when additional information was required
  4. Rely heavily on the platform team for every onboarding request

This process created frustration among development teams and overwhelmed the platform team, who spent significant time on manual ticket processing rather than platform improvements.

Our Approach

KloudEasy partnered with the telecom for a 14-week engagement to transform their onboarding model:

Phase 1 — Requirements Analysis (Weeks 1–2)

We conducted workshops with development teams and platform engineers to:

  • Map out all onboarding workflows and ticket types
  • Identify common failure points and information gaps
  • Define success criteria for self-service adoption

Phase 2 — Solution Design (Weeks 3–4)

We designed the self-service platform and implementation plan, including:

  • Definition of operator-driven onboarding APIs and CRDs for app/repo provisioning
  • Pipeline validation and feedback model for immediate pass/fail responses
  • OPA policy framework for compliance, security, and naming conventions
  • Rollout strategy with pilot teams and progressive stabilisation
  • Observability and audit trails for platform team governance

Phase 3 - Kubernetes Operators Development (Weeks 5–8)

We designed and implemented custom Kubernetes Operators that:

  • Automated application and repository provisioning
  • Integrated with existing CI/CD pipelines
  • Provided real-time status updates and error reporting
  • Ensured consistent configuration across environments

Phase 4 — Policy and Validation Framework (Weeks 9–10)

We implemented:

  • Open Policy Agent (OPA) policies for governance and compliance
  • Pipeline validation gates to prevent misconfigurations
  • Automated testing frameworks for operator reliability
  • Comprehensive documentation and training materials

Phase 5 — Rollout and Training (Weeks 11–14)

We executed:

  • Phased rollout starting with pilot teams
  • Training sessions for development teams on self-service usage
  • Monitoring and support during the transition period
  • Feedback collection and iterative improvements

Outcomes

The self-service platform went live in Feburary 2026, transforming the developer experience:

  • Onboarding Time: Reduced from 48 hours/1-2 weeks to immediate results with instant feedback
  • Platform Team Overhead: Decreased by 70% through automation of routine tasks
  • Team Independence: Development teams can now bootstrap workflows without platform team intervention
  • Error Reduction: OPA policies and validation prevent 95% of common onboarding mistakes
  • Developer Satisfaction: Survey showed 85% improvement in platform satisfaction scores
  • Scalability: Platform can now handle 3x the previous onboarding volume without additional staff
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