Next Year (2024), Old Parliament House (OPH) is transitioning out of an Managed Services Provider (MSP) model to a Hybrid model that will see the blended use of Professional Services and existing OPH on-site staff.

To achieve this, OPH requires the provision of a series of off-site and on-site professional services that complement the in-house IT Section, including the Help / Service Desk. The requirement is to provide solutions that will enable the support of all staff at OPH with seamless integration and perception by staff that the Professional Services Provider (PSP) is an extension of the Service Desk, not a separate entity.

This was one of the original issues raised by staff with respect to the shared services model. By integrating the Professional Services of another entity within the OPH IT section, this issue is negated and allows staff to contact one number or one system for advice and support on a range of user issues.

The OPH environments are primarily based on Microsoft Technologies such as Azure and Microsoft 365. OPH also use Salesforce Cloud Environments in a range of areas within the agency. There are also industry specific applications used to support areas of OPH’s functions.

OPH will require the successful respondent to comply with change management processes and the ability to follow OPH’s policies. The IT Section, Governance and the Senior Management Group will remain responsible for all IT related Policies, which will be communicated as changes to the PSP when appropriate.

The users and their needs:

OPH has over 100 staff, including volunteers and casuals.

Each section has specific needs, ranging from basic administrative functions to exhibitions and educational functions. The current IT section is proactive with respect to client needs and wants, ensuring that technology refreshes are planned and expected by the staff. Common use cases include onboarding and offboarding of staff in line with HR policies, access requests and system support.

The requirement is to provide a helpdesk-based service that will cover the following elements:

Identify as a member of the Old Parliament House (OPH) IT Helpdesk to avoid end user confusion | provide Incident Recording and Logging in the OPH system, provide Level 1/2/3 helpdesk offsite and onsite (in special circumstances – minimum of 0.5 FTE) for Laptop and desktop support | Mobile device support | Remote access services | Mobile services | Email services | Operating system support | Incident/Problem diagnosis and resolution | Service request processing, tracking and reporting.

Work already done:

The Information Technology section has already been established within OPH. This has been an organic growth section, which is an inherent part of the organisation. There are a series of projects already in line that will be complementary to the appointment of a PSP.

Technical/business constraints:

All contractors or employees must be Australian citizens, with a minimum of an AGSVA Baseline clearance. This opportunity is for a professional services provider provision, not a managed services system. OPH will still retain full control of the IT environment.

Industry briefing

Response format

• References
• Relevant case study

Key dates/ milestones:

By participating in this RFI, respondents shortlisted against evaluation criteria will be eligible to participate in the subsequent Request for Quotation (RFQ) - Professional Services. This subsequent RFQ will not be released to the general Marketplace. The estimated date of release of the RFQ is one month after the completion of evaluation of the RFI. The Professional Services requirement is estimated to start on June 30, 2024.