Enterprise Service Management Solution Replacement

Treasury currently uses Cherwell Service Management (CSM) as its Enterprise Service Management (ESM) solution, supporting standardised service delivery across multiple functions. All CSM versions will reach their End of Life (EOL) on 31 December 2026, after which updates, and official support will cease.

Treasury is seeking information through this RFI on a modern ESM solution to replace the current CSM platform. The solution must ensure continuity of service delivery and uplift operational efficiency while aligning with Treasury’s Digital and Cyber Security Strategy 2024-2026:

Specifically, the solution should:

1. Support a streamlined digital workplace by delivering a user-centric experience, enabling collaboration, and promoting secure-by-design principles;
2. Optimise core business functions and systems through integration, automation, and governance that enhance productivity and reduce technical debt;
3. Uphold information integrity by embedding robust information management practices, ensuring compliance, and proactively mitigating cyber risks;
4. Integrate seamlessly with Treasury’s ICT function and technology estate, supporting hybrid-cloud readiness, scalability, and sustainability.

The solution must be secure, resilient, and adaptable, meeting Whole-of-Government standards while enabling iterative improvement and alignment with emerging technologies.

Sellers are invited to provide details on:

1. Solution Architecture

• Cloud-based Software as a Service (SaaS) platform supporting scalability and security
• Commercial Off-the-Shelf (COTS) product configurable to Treasury’s needs and capable of integrating with existing corporate systems

2. Cost and Pricing

• Itemised breakdown of implementation costs
• including configuration, data migration and onboarding
• Indicative training costs
• License pricing and structure
• specify whether pricing is per user, per instance, or other models
• Itemised module costs if modular
• if the solution is modular, provide costs for each module
• Annual technical support and maintenance fees
•  detail recurring yearly costs post-delivery
• Pricing guide for ongoing maintenance and support services
• include available tiers, options, and timeframes beyond annual fees

3. Compliance and Standards

• Alignment with WoG digital standards
• Demonstrated capabilities in accessibility, interoperability, user-centered design, and performance monitoring.