Mawarnkarra Health Service

Inviting Expressions of Interest to Provide Information Technology Support Services for a Not for Profit (NFP) Health Organisation

Introduction
About the Organisation

Mawarnkarra Health Service is an Aboriginal community controlled health organisation established in 1985. The service is funded to provide a comprehensive and integrated primary health care service to the people of Roebourne, and the related communities of the Pilbara, 1700 kms from Perth. The principal office is located at 20 Sholl Street Roebourne, there is also a safe house, a men's house, and new office space at Tom Price. Additionally, one staff member is located at Onslow.
Approximate number of staff: 60
Approximate annual turnover: $7.0m

About Roebourne

Centrally located on the coastland of the Pilbara. Roebourne is approximately 1500 km north of Perth, 200km south from Port Hedland and is only 40 km from Karratha.

Technical Information

The site network includes several VLANs, including a storage network, a main server network, a wireless bridge and several ADSL/BDSL accounts. There is a VMWare cluster, and several virtualised servers providing file/print/email services to staff. The equipment is relatively new, and all client computers are also new, and operate in thin client mode. Networking is provided by Cisco 2960-S series routers, a Draytek Vigor ADSL router and a Sonicwall device. Servers are Microsoft 2008, and Exchange is version 2010.Thin Clients are Citrix based.

Further specific site technical information can be obtained by contacting:
Mr Simon Scates
450, Beaufort Street
Highgate WA 6003
Email: simon.scates@ahcwa.org

Essential Criteria:
* Experience providing technology support to NFP's.
* Experience with providing support to remotely located business entities, along with references.
* Procedures and software for handling Helpdesk calls.

Desirable Criteria:
* Microsoft certification
* VMWare certification (VCP) * Storage certification (EMC/TA)
* Network engineering background (Cisco CCNA/SonicWall)

Support Requirements
Daily Support Requirements
* Provide ticketed Helpdesk services to Mawarnkarra staff, with tiered support offerings which allow for simpler support jobs to be charged at a lower rate.
* Monitor equipment remotely, and provide advice to management on any outages, or equipment maintenance requirements, ensure equipment has the appropriate failover capabilities in order to maximise the uptime of equipment.

Support requirements from a technical perspective will include:
* Provide a cost effective support solution which is easily accessible to staff.
* Provide VMWare support as necessary.
* Manage the EMC VNXe SAN storage device.
* Manage the Citrix Environment.
* Provide support for Office 2010 issues.
* Manage backups both internally and externally as required, providing advice and solutions to management when issues are encountered.
* Manage user calls to resolution, which will relate to printing, wireless access, desktop issues, email, and other general support enquiries.
* Ensure all technical equipment is operating effectively
* Ensure management are advised when software updates are required, and manage the update process to ensure downtime is minimised.
* Implement new hardware and software as agreed with Mawarnkarra management.
* Ensure all warranties and agreements are current.
* Ensure site technical documentation is updated as necessary.

Monthly Support Requirements
* Provide strategic technical advice to the CEO and/or board in relation to any technical requirements, particularly those which affect the operational stability of the infrastructure.

* Provide reports to management on an agreed basis, showing numbers of calls solved, outstanding, etc. * Review any site procedures for staff, and amend as requested/approved by Mawarnkarra management.

General Requirements
There may be some ad-hoc/organised travel required, and this will be negotiated between Mawarnkarra management and the successful tenderer.

Procurement processes must take into account the not for profit nature of the organisation, and any software/hardware should be sourced from ConnectingUp (Donortec) if possible. Other purchase must be approved by Mawarnkarra management, and must show value for money and appropriateness for purpose. All submissions must also provide a least three site referees in order to support their submission; these must be contactable upon submission.

Your submission must include estimate costs for support on an annual basis for comparison purposes, along with costs for support either ad-hoc/block hour or agreed support costs showing costs particularly for out of hours support. Please bear in mind that Mawarnkarra are a Not for Profit organisation.

Thank you for considering our requirements, and I look forward to your response. Applicants must address all criteria of the Expression of Interest in their application. All applications should be addressed and emailed to c/- HR Manager, s.wilson@mhs.org.au Applications close Wednesday 12" March 2014. (no applications will be accepted after this date)