End User Services (EUS)
Tender ID: 500050
Tender Details
Tender Description
The Department’s approach to the market seeks a single service bundle which includes a set of discrete end user services. These services are grouped under the following modules:
• Workplace Services delivering the end user compute and experience capabilities. Services include End User Computing (EUC) Device and Software Support, Standard Operating Environment (SOE) development and support, Application Packaging, Harmful Code Protection, Field Services and support of other approved devices (including: patch and harmful code management; incident management, asset management, break / fix, remote control, and platinum user support services).
• Service Management Support Services delivering Incident Management Support across the Departmental environment (including coordination of internal and external service providers) to resolve incidents and restore services. This includes the identification and management of major incidents on behalf of the Department including conducting incident investigation; diagnosis and post-incident reviews.
• Service Desk Services delivering a single point of contact ‘one stop shop’ for authorised users and resolver groups. Service Desk Services include the level 1 ICT service desk that channels calls, live chat and service requests. Contacts that are more complex are escalated to level 2 and level 3 support teams, other service providers, and the Department’s resolver groups.
• Secret ICT Services to augment the delivery of the Department’s Australian Secret Network (ASN) and Customs Secret Network (CSN) IT services to end users. This includes the provision of resources to support the ASN and CSN Service Desks and provide field services resources.
Underpinning the delivery of these services is;
• Common Services, a set of consistent practices, protocols and service management processes used to deliver the services to the Department.
• Professional Services, provision of professional services on request from the Department that support and enhance the Department’s computing environment, including procurement services, project management and support, and other professional services including support of activities such as machinery of government changes and office relocations.
Other Instructions:
An Industry Briefing will be held for this RFT
Date: 25 June 2025
Location: Virtual via TEAMS link
Time: 2:00 PM
Attendance at the Industry Briefing is not compulsory, however, registration is required.
Any Tenderer may attend the Industry Briefing if they have registered the following information with the Contact Officer before 2:00 PM (local time in Canberra, Australian Capital Territory) on 23 June 2025:
- the name of the Tenderer;
- contact details of the Tenderer; and
- the names and contact details of no more than two (2) representatives who will be attending the Industry Briefing on behalf of the Tenderer.
Any Tenderer may send a maximum of two (2) representatives to the Industry Briefing.
[Note to Tenderers: Tenderers may be required to sign a Deed of Confidentiality in a form prescribed by the Department as a pre-condition of attendance at the Industry Briefing.]
See RFT Terms and Conditions clause 8.
Conditions for Participation: Please see EUS RFT Terms and Conditions and EUS RFT – Attachment B.18 Mandatory Conditions and Tender’s Declaration
Timeframe for Delivery: Estimated commencement date 1 July 2026.
Address for Lodgement: Electronic lodgement via AusTender at www.tenders.gov.au
Location
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