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Queensland Rail to outsource its ICT

by Kristen Hammond •
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Queensland’s largest government-owned corporation, Queensland Rail (QR), has released a major approach to market seeking a managed services provider to cover a broad range of ICT requirements from September 2012.

Queensland Rail (QR) released an Invitation to Offer (ITO) on 9 August 2011 for the ‘Queensland Rail ICT Infrastructure Capability Project (ICP)’, which will cover the provision of ICT infrastructure, data centres, service management and transition services.  

Interested vendors will be required to demonstrate their capacity to provide QR with the full range of ICT infrastructure described over 133 pages of tender documents. The systems within the ITO’s scope will include data centre facilities and the centralised computing infrastructure located within those facilities.

Additionally, the successful vendor will provide management services to support the overall delivery of IT services to QR and onsite field support in selected QR locations.

The ICT infrastructure required includes, but is not limited to:

  • Servers – application, database, web, email and infrastructure (enterprise and local);
  • Storage systems; and
  • Data network – firewalls, network appliances, LAN switches and devices, WAN routers and related devices.

Tender documents indicate that QR may also elect to have the managed services provider supply hardware and software licences in the future. 

The initial transition to a managed services model will be on a largely ‘as-is’ basis, with the IT services provided post-transition remaining substantially the same as those currently in place at QR.

However, it appears that change is also on the agenda. QR has stated that it will seek to leverage the experience of the managed services provider to improve several areas of its ICT functions and explore new and innovative technologies as they emerge and mature.

Potential areas for improvement in QR’s ICT services include:

  • Service desk, including transferring and retaining knowledge of QR’s entities and locations at the service desk, and the implementation of a problem management process through the use of a knowledge management database;
  • Improving the accuracy and transparency of billing; and
  • Server and back-end system management, including improved monitoring of servers and infrastructure, and standardisation of server and infrastructure builds.

QR also expects its managed services provider to help it to take advantage of new technologies, such as cloud computing. As such, the successful vendor will need to maintain a highly flexible and adaptive approach to QR’s changing business needs.

QR’s implementation of a significant ICT change program will also be supported by the appointment of several new ICT personnel, including a Manager of Technology Design and Security and Manager (Customer Service), both of which will support the “significant transformation” underway at the rail corporation.

Queensland Rail employs over 7000 staff and manages $6 billion in assets.

The ITO closes 20 September 2011, with final handover scheduled for 30 September 2012. The initial contract term will be five years, with one possible two-year extension.


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  • Queensland Rail