The Information Division has a requirement to engage a suitably qualified company to provide onsite support for Video and Web Conferencing services used within the agency.

The request seeks to engage a seller with the capacity to provide appropriately qualified and security cleared service and support personnel to deliver onsite resourcing for the facilitation, monitoring and support of Video and Web Conferencing services during normal business hours, with occasional after-hours support required.

The nominated resource will collaborate closely with various stakeholders within the Information Division including Core Services, Service Desk and VIP Premium Support and end users.

The engagement will be managed by the Network Operations Team within the Core Services Section. The Network Operations Team are responsible for the implementation and ongoing operations of technical connectivity, security and collaboration solutions across the Agency.

The services to be provided by the seller will consist of the following:

1. Onsite support of VC and AV rooms and facilities
2. Facilitation and monitoring of priority Web and Video Conference sessions
3. Attend VIP and priority meetings in person as required
4. Technical support to troubleshoot technical issues and problems
5. Fleet management and ongoing technical maintenance of systems and environments
6. Develop monthly reports incorporating room status and health, utilization figures and support issues
7. Provide training and user guides on room and conferencing use where necessary.

Additional services below would be considered desirable and accessed as required as contract variations:

1. Provision and installation of new Video Conferencing and Audio/Visual solutions
2. Planning and design of Audio/Visual solutions for new sites or site refresh
3. Delivery of technical and user-based training in the use of conferencing and audio/visual facilities, either face-to-face or via web conference.

Estimated start date: Friday, 01 March 2024

Initial contract duration: 12 months

Extension term: 12 months

Number of extensions: 2

Location of work: ACT, Offsite