Service Management & Service Integration and Management Services

Closed

Service Management & Service Integration and Management Services

Tender ID: 559416

Tender Details

Organisation:

Department of Health and Aged Care

Tender #:

ATM E24-47478

Status:

Closed

Publish Date:

14 June 2024

Closing Date:

4 December 2024

Tender Description

Through this RFT, the Department is seeking to engage a Service Partner that will deliver Service Management & Service Integration and Management (SM&SIAM) services, in order to deliver:

enhanced SM&SIAM capabilities to improve service experience, responsiveness, quality, downtime and issue resolution across an array of digital services and platforms and shared service operations;
a single SM&SIAM Service Partner responsible for leading the Department’s multi-vendor ICT environment;
a Service Establishment Plan to evolve SM&SIAM capabilities through a series of Capability Releases and starting with a defined baseline capability. This includes the SM&SIAM Service Partner working with the Incumbent Service Partner on an agreed Disengagement process;
enhanced integration and collaboration across the multi-vendor ICT environment via contemporary Information Technology Infrastructure Library (ITIL) v4 practices and SIAM processes and workflows;
integration with contemporary ICT delivery practices including Agile and DevSecOps ways of working, including the Department-specified Agile delivery framework; and
enhanced monitoring to detect and respond to Events across all layers of the Department’s ICT Infrastructure, network and applications.

Other Instructions:

An Industry Briefing will be held at 10:30 AEST on Thursday 3 October 2024 via Microsoft Teams.

Further details of the Industry Briefing are set out at clause 2.4 of Part 1 – Condition of Tender in the RFT.

Tenderers are to provide written notice to the Contact Officer no later than 12:00pm AEST Tuesday 1 October 2024 setting out the names and contact details (email address) for all persons who will be attending the Industry Brief.

Attendance at the Industry Brief is optional and not a mandatory condition for participating in the RFT.

Timeframe for Delivery: April 2025 to April 2028 (with opportunity for extensions up to a maximum term of 10 years subject to compliance with Commonwealth procurement and contracting policies).

Address for Lodgement: AusTender at www.tenders.gov.au, in accordance with instructions in Request documentation.

Location

Western Australia : Gascoyne : Goldfields/Esperance : Great Southern : Kimberley : Mid West : Peel : Perth Metropolitan : Pilbara : South West : Wheatbelt
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania