MSP for ICT Support including MS Azure Cloud Infrastructure, Licensing & Backups

The Healthy Communities Foundation Australia (THCFA) is inviting you to submit a proposal for the provision of managed IT services. The purpose of this RFQ is to identify and select a provider that can offer comprehensive IT support, maintenance, and management services to ensure the effective and efficient operation of our IT infrastructure.

Scope of Work

Under the IT Support Agreement, the selected provider will be required to provide the following managed IT services:

• Helpdesk support for all systems used by the Foundation – 24 hours per day, 7 days per week.

• Data backup and recovery services, including but not limited to:

• legal management capacity for file recovery and organisation in the event of litigation
• Audit logs – recording and storage of real time logging of all activities on the service
• Records Management protocols to ensure document retention and recovery with routine backups on a frequent, regular cycle

• Cyber security support (the Foundation is currently operating at “Essential Eight Level One security, on a transition pathway to Level 2. The successful provider must be capable of supporting Essential Eight or equivalent cyber security measures)

• Cyber & Data Security Awareness Training

• Network management and maintenance

• On premise and Azure data centre hosted server management and maintenance

• Software updates and patch management, such updates to be completed where possible, during business hours at no additional cost.

• Support for company endpoints (desktops and laptops)

• Asset and lifecycle management

• Privacy and confidentiality - strict adherence to privacy laws and health record laws and ability to restrict data access by user or group or individual user

• Strategic engagement and planning services, including:

• A minimum of twice-yearly account management meetings
• Development and maintenance of a three-year Roadmap

• MS Azure Cloud Infrastructure, Licensing & Backups

The successful provider must have the capacity to deliver additional services on a quoted or hourly rate basis including:

• IT audits and recommendations

• IT consulting and strategic planning

• Cyber security advice

• Hardware and software procurement

• Preparation of reports that support medical practice accreditation

• Onsite visits to our Armidale and Collarenebri (NSW) facilities on an agreed schedule.

Key Criteria for Selection

To ensure that THCFA receives the highest quality of service, the following key criteria must be demonstrated by the successful candidate:

• Domiciled in Australia – including all data storage, responsible management and support personnel

• Relevant experience and past performance including the ability to communicate technical terms and concepts in plain language

• Customer service measures

• Demonstrated knowledge and capacity to supply the services requested, with specific experience in maintaining and supporting Best Practice, Cubiko and associated medical applications and electronic medical records

• Support hours and availability (must be 24/7)

• Details regarding any subcontractor arrangements to be utilised in delivery of the services

• Demonstrated cyber security support capability

• Pricing Schedule and any additional fees, including:

• Per User Per Month charge
• Details of standard hourly rates for non-agreement activities
• Costs (per visit) to attend onsite at Collarenebri and Armidale
• Pricing review schedule

Indicative Timeline

The indicative timeline for the RFQ process is as follows:

• RFQ Issuance: 14 October 2025

• Submission Deadline: 4 November 2025

• Evaluation Period: 7 days

• Provider Selection: 11 November 2025

• Transitional Handover Period: 1 December 2025 – 31 January 2026

• Contract Commencement: 1 February 2026