Overview of the Services

The PTG requires a service provider to provide technical support, maintenance and enhancement services for its Microsoft Dynamics deployments and related platforms (such as Power Apps). This includes application updates, bug fixes, feature enhancements, performance optimisation, Microsoft Power platform, wave releases, user query handling and troubleshooting.

The services will be on an ‘as-required’ basis or tailored around improvements and ‘sprints’ of work.

Requirements

1. Capability

The service provider must demonstrate the technical capability to deliver the services required. This includes:

Appropriate service levels and measurement of same including a tiered escalation and response framework for incident response

Demonstrated experience in ICT documentation standards

Reporting capabilities and experience

Meeting attendance, facilitation and appropriate participation, and

Experience in providing training and other capabilities to help develop the PTG knowledge and use of Microsoft Dynamics platforms.

2. Capacity

The service provider must demonstrate the following:

Appropriate resourcing capacity to meet the as-required needs of the PTG

Key personnel with appropriate experience and expertise in delivering the services required

3.Compliance

The service provider must demonstrate the understanding of and experience in the application of appropriate standards, security requirements, and ICT governance. This includes legal, privacy, data and ICT industry requirements.