Murray PHN is seeking submissions to provide Managed Information Technology Services for a period of 3 years, with the option to extend the contract for a further 2 years.

Murray PHN is currently working through changes in ICT structure to align with ISO 27001 certification and has recognized the need to enhance the maturity of its ICT environment and services across the organisation. This process involves updating our core ICT support services (both internally and externally), and governance frameworks to meet both current and future business needs. Our goal is to improve our capacity to deliver ICT Services that supports ongoing operations, enables future growth, while effectively managing existing and emerging ICT risks.

As Murray PHN is progressing towards ISO 27001 certification; the provider should be certified or demonstrate progress towards ISO 27001, as cyber security is a company priority.

The prospective Managed Service Prover (MSP) will be required to provide a range of IT support services, operating remotely and on-site across the six Murray PHN offices located in Albury (x2), Bendigo, Mildura, Shepparton and Swan Hill as determined by need.

The prospective MSP will need to cultivate and maintain professional relationships with Murray PHN Staff, ensuring engagement, while also fostering connections with other third-party providers associated with Murray PHN.

Murray PHN requires Information Technology support services to be, but not limited to:

• Best or fit-for-purpose practices
• Cost-effective
• Minimal and mitigated risk
• Client-focused user experience
• Flexible and responsive to changes in internal and external environments
• Support ISO 270001 standards, including reporting requirements
• Effective in management of cybersecurity risk
• Proactive in business continuity and disaster recovery planning and support
• Supportive and enhance ICT capability within Murray PHN

Murray PHN also requires the MSP to provide:

• ITIL-based methodology to deliver ICT services that meet agreed service levels (SLAs).
• End-user support (Service Desk) including support for device fleet – desktop (Win and Mac) and mobile devices (iOS).
• Management of end-user devices and their security compliance status.
• Management of cloud-provided ICT services (Software as a Service).
• Maintenance of infrastructure (including hardware and software applications)
• Information security management
• Ongoing monitoring and reporting on performance and status of software, hardware, services and security vulnerabilities.

Murray PHN intends to establish and maintain a strong, collaborative, and strategic partnership with our MSP. MSPs experience and technical expertise are essential. Murray PHN also places importance on aligning customer service values and culture with partnering organisations.

The overall outcome sought is a partnership to develop Murray PHN’s ICT systems that will ensure a secure and reliable digital environment that will scale and adapt for the future.