AUSTRAC has established a program of work to implement Enterprise Service Management (ESM), to support the agency as it adapts to the increasing demands of its operational landscape, and as a key enabler for AUSTRAC to meet its core objectives. The multi-phased program is focussed on enabling consistent, organisation-wide service delivery and improving operational performance across all processes. In support of this outcome, we require the services of an experienced implementation partner to support the organisation in implementing Enterprise Service Management for the agency.

We are seeking quotes for the following phases:

Phase 1 – Consultancy Service – Enterprise Service Management (ESM) Blueprint (4-weeks) Fixed Price)

Phase 2 – Consultancy Service – ESM Technology Architecture and Roadmap (8-weeks) (Indicative with assumptions)

(Contextual only - Vendors are not required to quote) - Phase 3 - Professional Service is for the development of work packages to support and deliver on the planning work done in Phases 1 & 2 and it may be subject to a separate work order at AUSTRAC’s absolute discretion.

Phase 1 will define the Enterprise Service Management (ESM) blueprint for the agency and is critical to setting a path forward to improve AUSTRAC’s Service Management capability. Supported by the agencies Agency Roadmap, Information Technology Strategy and Digital Strategy, the blueprint will develop a Vision Statement and Strategic Objectives as well as Strategic Pillars and Guiding Principles. The deliverables for this phase are capture in the additional material AC2758 - summary of requirements.

Phase 2 will define the technical architecture and roadmap of the selected platform (from Phase 1) to support AUSTRAC on its transformation journey. The roadmap will be in alignment with the agency’s priorities and the ESM blueprint and will contain prioritised components of ESM and ITSM and will set up implementation in the form of phased work packages. The consultant will work closely with stakeholders to understand our business objectives, technical requirements, and security posture, creating a roadmap and implementation plan for deployment and adoption of ESM capability.

Phase 3 (which vendors are not required to quote) is for the development of work packages to support and deliver AUSTRAC's - ESM capability-based planning work done in Phases 1 & 2 and it may be subject to a separate work order at AUSTRAC’s absolute discretion. Please note that respondents are not required to quote on Phase 3 as part of this RFQ and visibility of this potential future phase is provided as context only. AUSTRAC will consider the outcome of Phases 1 and 2 and will utilise this information to determine whether and/or how best to progress to achieve the Phase 3 outcomes.