Project goals

This tender seeks to establish a comprehensive End User Computing (EUC) services contract, covering the Onsite Services, End User Services (Level 3), Advanced Analytics & Emergency Support, Service Delivery & Account Management.

Requirements

Mandatory requirements

A. Modern slavery *

Information and technology - End user computing and peripherals

This procurement category has a heightened risk of modern slavery.

You will be asked to provide information about modern slavery risks in your business and any actions you have taken to address these. You can visit the NSW Anti-slavery Commissioner’s GRS webpage for more information.

Do you agree to provide this information?

Response type

Checkbox (Agree)

B. Scheme membership (SCM0020) *

Information and technology

This procurement category has a mandated scheme.

This category has a mandated scheme, to be awarded this contract you may need to be a member of the ICT Services Scheme SCM0020.

Are you a member of SCM0020?

Response type

Radio button (Yes/No)

C. Social procurement (Aboriginal Procurement Policy) *

Information and technology

Category and estimated value is subject to social procurement.

If you are successful in winning this opportuntity you will be required to submit quarterly reporting, do you agree?

Response type

Radio button (Yes/No)

D. Social procurement (Shorter Payment Terms Policy) *

Information and technology

Category and estimated value is subject to social procurement.

If you are successful in winning this opportuntity you will be required to submit quarterly reporting, do you agree?

Response type

Radio button (Yes/No)

E. Social procurement (SME Policy) *

Information and technology

Category and estimated value is subject to social procurement.

If you are successful in winning this opportuntity you will be required to submit quarterly reporting, do you agree?

Response type

Radio button (Yes/No)

Opportunity requirements

1. Statement of Work – End User Computing Services

This tender seeks to establish a comprehensive End User Computing (EUC) services contract, covering the following key areas:

1.Onsite Services

• Tech Cafes, Deskside Support, VIP Support, Field Services, with a view to insource this in our Roadmap. 43 on-site resources across 19 locations (Sydney CBD, Parramatta, Gosford, Bathurst, etc)
• Remote and Field Services covering 78 locations across NSW.
• Approximately 5,000 interactions/tickets per month.

2.End User Services (Level 3)

• Image Management (SOE), Application Packaging, Patch Management, Endpoint Security, Mobile Device Management. Highly technical, so we would like to continue to outsource this service.
• Over 22,000 devices under management (Windows, MacOS, iOS, Android)
• 36+ separate agencies with tailored SOEs

3.Advanced Analytics & Emergency Support

• Proactive analytics service focusing on optimal customer experience and device health.
• After-hours support provided as required

4.Service Delivery & Account Management

• Governance, reporting, and management of incidents, problems, changes, and requests

Response type

**To access details, please refer to the related links .**