Provision of Managed IT Services

⁠⁠⁠Overview

The Audit Office of NSW is seeking market information from suitably qualified suppliers regarding the provision of managed IT services.

Purpose

This request for information (RFI) is intended to inform potential future procurement of managed IT services. The RFI is for market information only and is not intended to select a supplier or obtain binding pricing.

Scope

The areas within the scope of this RFI include:

• Business hours IT service desk support
• On request on-site IT service desk support
• 24/7 IT service desk support
• 24/7 cybersecurity operations
• AWS managed services
• Microsoft Azure managed services
• Microsoft 365 and endpoint management
• Selected business application operational support, to be advised
• Integration support between environments and applications
• Data movement and environment support
• AI and automation platform support
• Backup, recovery and operational resilience

Respondents are encouraged to provide a concise summary of their capabilities and cost drivers for offered services with reference to each of the above in the current market in their response to this RFI. Refer to the attached document that outlines the proposed managed services and scope.

Information Requested

Respondents are asked to provide a high level capability statement demonstrating their experience and capability in providing IT managed services. The capability statement should include:

• Organisation profile and relevant government, audit or regulated-sector experience
• NSW Government scheme, panel or prequalification details
• Capability across the proposed service modules, including AWS, Azure, Microsoft 365, endpoint, cyber and service desk
• Proposed operating model, including co-managed delivery, multi-provider coordination, support hours and location model
• Details of services delivered directly, and any services delivered through partners or subcontractors
• Proposed transition and onboarding approach
• Draft service catalogue, including core and optional service modules
• Indicative rate card, commercial model, assumptions and cost drivers
• Key risks, dependencies and mitigations
• Sample service reporting and SLA/KPI framework
• Considerations for any future RFx

Enquiries

• Primary contact: Nick McPherson
• Email: procurement@audit.nsw.gov.au