Provision of an Information Technology Service Management (ITSM) Solution

Queensland Police Service (QPS) is the primary law enforcement agency in the state of Queensland, Australia. It is responsible for ensuring public safety and security, preventing and investigating crime, and enforcing the law across Queensland's diverse communities. QPS operates under the Queensland Police Service Act 1990 and has more than 15,000 staff, including police officers, public servants, and community volunteers. The organization is committed to building trust and confidence in the community through its values of integrity, professionalism, respect, and courage. QPS works closely with other government agencies, community groups, and stakeholders to deliver effective and responsive policing services that meet the needs of Queenslanders.

The QPS Frontline and Digital Division (F&DD) provides ICT support, innovation, and services to QPS, Queensland Fire and Emergency Services (QFES), Queensland Ambulance Service (QAS), and Inspector General Emergency Services (IGEM). F&DD delivers services to connect everything, everyone, everywhere for a safe and secure Queensland.

The current Information Technology Service Management (ITSM) system is an on-premises software solution that supports ITSM processes within the Frontline and Digital Division (F&DD) organisation. The system currently provides a centralised platform for managing IT services and infrastructure, including incident and problem management, change management, service request management, and asset management. However, the current solution is highly customised making it difficult and costly to modify and upgrade functionality.

QPS is seeking both an appropriate ITSM software tool and an implementation provider who can assist QPS in achieving its Service Management Maturity Roadmap objectives.

QPS is seeking these services as a single Queensland Information Technology Contract (“QITC”) arrangement, either with a single Supplier who can provide both services or a consortium arrangement composed of a prime contractor and Subcontractor (s).

Offers are sought from the market for either Software provider-led, or systems integrator (SI) led, consortia to provide a joined-up “design, build, run” solution. Either the software provider or the SI may serve as the prime contractor in a consortium.

QPS will consider Offers which include ITSM software products from the following five (5) software providers and products only:

1. Atlassian (Jira Service Management)
2. BMC (Helix)
3. Ivanti (Neurons)
4. Freshworks (Freshservice - Enterprise)
5. ServiceNow (ITSM - Professional).

Suppliers may submit Offers for only ONE of the software products listed above.

Offers submitted on behalf of a consortium must clearly identify only one entity as the Prime Contractor and the other members of the consortium as the proposed Sub-Contractor(s).