GovCMS Website Support Services

⁠⁠⁠Overview

The Australian Digital Health Agency is seeking to engage a suitably qualified and experienced supplier to provide ongoing support, maintenance and enhancement services for its externally facing website hosted in a GovCMS SaaS environment.

The successful supplier will be responsible for ensuring the website remains secure, accessible, reliable and fit for purpose, while supporting the organisation's digital service delivery objectives. The supplier will work collaboratively with business and technical stakeholders to provide responsive support services, implement website enhancements, and deliver continuous improvement recommendations.

Scope

The scope of services is expected to include:

• Provision of a service desk for the logging, management and resolution of incidents, defects and service requests
• Ongoing website maintenance, including troubleshooting, bug fixing and configuration management
• Development and implementation of minor and moderate website enhancements
• Support for GovCMS and Drupal platform updates, patches and releases
• Management of website performance, availability and optimisation activities
• Administration and maintenance of third-party integrations where applicable
• Accessibility support to ensure compliance with the Web Content Accessibility Guidelines (WCAG) 2.2 AA and applicable Australian Government digital standards
• Security monitoring, vulnerability management and remediation activities
• Advice and recommendations to improve website functionality, usability, accessibility, security and user experience
• Provision of regular reporting, service reviews and account management
• Knowledge transfer and transition services from the incumbent provider, if required

Contractor Requirements

The supplier must demonstrate:

• Proven experience delivering support services for GovCMS and Drupal-based websites
• Experience supporting Australian Government or comparable public sector digital services
• Access to appropriately skilled personnel with expertise in GovCMS, Drupal development, website support and digital service delivery
• Mature service management practices, including incident, problem, change and release management
• Strong security practices and an understanding of Australian Government security and privacy requirements
• The ability to maintain service continuity and respond effectively to critical incidents
• A commitment to continuous improvement and innovation

The Agency seeks a supplier that can provide a proactive, customer-focused support service that minimises operational risk, enhances user experience and delivers ongoing value for money throughout the term of the contract.

Information Requested

Responses should clearly describe the supplier's proposed service delivery model, relevant experience, resourcing approach, security controls, transition methodology and pricing structure.

Enquiries

Buyer contact: TenderResponses@digitalhealth.gov.au