A new Service Desk Application is being sought for SA government ICT shared service provider StateNet, to manage across-government ICT services.
StateNet Services is a directorate of the South Australian Office of the Chief Information Officer’s (OCIO) inside the Department of Premier and Cabinet. It is responsible for providing operational management of large-scale ICT infrastructure and associated service arrangements.
StateNet has issued a Request for Tender (RFT) for a new service delivery management system to manage day-to-day operational functions including knowledge, incident and problem management.
According to tender documents, it will also be used by departments, agencies and suppliers “to request services and monitor the status of requests, incidents and changes”. To compliment this use, the system must have an in-built service catalogue capable of publishing and enabling the selection of service requests.
The services included within the catalogue are:
- Voice Network Services;
- Data Network Service; and
- Business Communication Tools.
An online service catalogue for the above services will assist in delivering a key objective of the SA ICT Strategy, SA Connected – ‘share first’. “From now on, we form partnerships and share first,” it says. Further, “From 2013 onwards, we will see increasing numbers of multi-agency approaches. We will put in place across-government support to make it easier for agencies to work together.”
The service request function and display will be a likely enabler of this with StateNet Services able to coordinate joint service arrangements.
RFT documents also indicate that there is a possibility that StateNet will opt for a cloud-based system. According to the Department of Premier and Cabinet’s 2012-13 Annual Report, the OCIO was instrumental in developing an across-government position on cloud technology. This position is reflected in the ISMF Cloud Policy issued in January 2014 which states that cloud presents many opportunities “including the potential to reduce electronic storage and internal information and communication technology [ICT] capital investment requirements”. However, “it also presents potentially significant cyber security risks”.
StateNet are under fiscal pressure to reduce the cost of telecommunications and network carriage services. In 2012, the OCIO reported savings of $3.75 million by reviewing its telecommunications costs and moving to providers offering more competitive pricing. StateNet’s operational costs dropped by 12 percent or $455,000.
The Office of the CIO is now operating under a new CIO. Brett Morris was appointed to the position in December 2013 after Andrew Mills vacated the role to become the new whole-of-government CIO in Queensland.
Morris has previously worked in the Department of Premier and Cabinet, serving as an executive director of corporate operations and governance.
According to the Department of Premier and Cabinet’s 2012-13 Annual Report, the OCIO delivered a number of initiatives over the last financial year. It developed and commenced implementation of an across government web security standard as well as led the consultation process for the development of the SA ICT Strategy. It also developed a new collaborative ‘ICT capability assessment’ service to assist agencies with their ICT strategic thinking.
In 2013, the Agency signed an interim contract extension with NEC for the supply of IT support services to government agencies. Under the contract, NEC supports some 1500 servers and numerous agency storages area networks (SAN). The contract is due to expire in June 2014.
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