Statement of Work (SoW)

Provision of Project Management Office (PMO) Support Services for the Innovative Ways of Working (IWOW) Program

Introduction

The Department of Health, Disability and Ageing (the Department) is seeking to engage a suitably qualified and experienced supplier to provide high-quality Project Management Office (PMO) support services to the Innovative Ways of Working (IWOW) Program. The supplier will support the delivery of strategic, tactical, and operational PMO functions to ensure effective program execution and alignment with departmental objectives.

Objectives

The objective of this engagement is to augment the IWOW Program PMO with skilled personnel who can deliver comprehensive PMO support services across multiple domains, including project and program management, governance, performance reporting, change management, and secretariat support.

Scope of Services

The supplier will provide Managed PMO Services, consisting of the following roles within the IWOW Program PMO:

• Program Manager
• Project Managers (multiple)
• PMO Support Officers (multiple)
• Change Management Officers (multiple)
• Secretariat Officers (multiple) and Surge support

Each role will contribute to the delivery of the following service areas:

1. Methodology and Standards

- Design and maintain standardised project management methodologies.

- Develop templates, checklists, and procedures.

- Ensure alignment with departmental policies and regulatory requirements.

2. Project and Program Support

- Support project initiation, planning, execution, and closure.

- Assist with business cases, scope definitions, and resource planning.

- Provide mentoring to less experienced project managers.

3. Portfolio Management

- Establish and maintain project intake and prioritisation processes.

- Maintain a centralised portfolio repository.

- Provide consolidated reporting to executive leadership.

4. Governance and Compliance

- Define and support governance models and approval processes.

- Monitor compliance and conduct project audits.

- Support investment assurance and stage gate reviews.

5. Performance Measurement and Reporting

- Define KPIs and success metrics.

- Develop dashboards and performance reports.

- Track trends and facilitate lessons learned.

6. Risk and Issue Management

- Provide risk management frameworks and tools.

- Maintain a central risk and issue register.

- Facilitate risk workshops and training.

7. Resource and Capacity Management

- Support workforce planning and resource tracking.

- Manage resource availability and resolve conflicts.

- Maintain skill inventories and competency mapping.

8. Financial Management Support

- Develop budgets and forecasts.

- Track financial performance and ROI.

- Support funding requests and compliance.

9. Change Management Support

- Integrate change management into project delivery.

- Provide communication and stakeholder engagement tools.

- Monitor adoption and readiness metrics.

10. Knowledge Management

- Maintain documentation repositories.

- Promote reuse of best practices and lessons learned.

- Enable communities of practice.

11. Deliverables

A monthly report on the operation and services of the PMO function against the below criteria

Project-Level KPIs

• Schedule adherence (% projects on time).
• Budget compliance (% projects within budget).
• Scope change frequency.
• Customer/stakeholder satisfaction.

Portfolio-Level KPIs

• Strategic alignment score.
• Portfolio value realisation.
• Risk exposure index.
• Resource utilisation rate.

PMO Operational KPIs

• Methodology compliance rate.
• Tool adoption and usage.
• Internal customer satisfaction.
• Training completion rate.

Continuous Improvement and Training

• Engagement in regular reviews and feedback loops.
• Benchmarking practices against industry standards.
• Changing in response to senior-level decision-making, program evolution, technology, and stakeholder expectations.
• Promotion of a culture of learning and innovation.
• Develop and deliver training to nominated departmental officers to uplift their skills and capabilities in the delivery of a PMO function.