Old Parliament House (OPH) is seeking a partner to complement the transformation of OPH’s IT Support Services to a Professional Services Model.

The new OPH Help Desk is a true user-centred, knowledge-driven, Service Desk.

The service desk is a single point of contact for all OPH staff. OPH is looking to mature and transform the way that services are delivered to customers. OPH wants to partner with a provider who can develop an understanding of overall business needs as opposed to focusing on problem resolution, with the overall goal of improving IT processes that will improve business efficiency.

The successful service provider must be able to demonstrate the ability to manage requests from across all GRDC sections, including providing consistent, high-quality services for managing all physical assets and interacting with end-users for the resolution of more complex issues.

Given the size of the Agency, OPH requires a proposal that is tailored to the agency’s size and risk. We propose procuring a baseline professional service offering consisting of ongoing helpdesk support, supplemented by additional offerings on an ad-hoc basis that can be requested by the agency to backfill active ICT staff roles to prevent inefficiencies when staff are on annual or personal leave. This secondary requirement is to be invoiced accordingly – based on a rate card for the specific level of support.

Participation Requirements

Old Parliament House requires that you comply with the following requirements during the procurement process and should you be the successful engagement partner:

• All staff provided must hold a current Security Clearance at least to the baseline level.
• All staff must complete a MoAD OPH Basic induction, whether attending onsite or not
• Agency confidential information must not leave Australian Jurisdiction.