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Winner takes all in ServiceFirst telco contract bundling

by Pallavi Singhal •
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The NSW Government’s key shared services provider, ServiceFirst, is looking to consolidate its diverse mobility and WAN contracts into single outsourced deals, raising the question – what else will it look to bundle up and put to the market in the future?

ServiceFirst has issued requests for proposals for end-to-end solutions for both sets of solutions, which will remain open until 17 May 2013.

The mobility RFP suggests that this could be a growth area for ServiceFirst and its clients, with only 1,000 of its 8,000 strong user base currently equipped with mobile devices. However there will be obstacles to overcome for both the successful vendor and ServiceFirst.

In 1999, the NSW Premier’s Department released guidelines on the use of communication devices including telephones, facsimiles, internet, electronic mail and pagers by public sector staff, addressing major security concerns such as theft and the interception of phone calls.

These days most NSW Government CIOs would be thrilled if the threat of a bag snatch was the most complex issue they faced upon the road to a full BYOD policy for public servants.

Needless to say the scope of devices and services covered by NSW ServiceFirst’s recent approach to market for mobility services is worlds away from what was envisioned in ‘99. The shared services agency is looking for an end-to-end solution to standardise services covering the use of data and smartphones, standard mobile phones, tablets, and mobile broadband for laptops.

According to the request for tender for mobility services, an arrangement with a single service provider will replace the multiple support arrangements currently in place across ServiceFirst and its client agencies.

The full range of services to be covered by the arrangement includes:

  • Device Management, including multiple user capability;
  • Application Management, including electronic mail and calendaring, and internet browsing;
  • Device Fleet Management, including product and service offerings;
  • Carrier Services, including the migration of existing services;
  • Telecommunications Expense Management; and
  • Bring Your Own Device (BYOD) Capability.

The successful vendor will be required to migrate around 1,000 device users to a new service within three months, including training for ServiceFirst support staff.

The second consolidation process underway at ServiceFirst involves the multiple support arrangements in place across its WAN sites. The required end-to-end solution includes secure connections between ServiceFirst’s two data centres and WAN sites across the State that are accessed by client agencies for the electronic delivery of frontline services.

The successful vendor will replace the multiple support arrangement currently in place across different WAN sites.

The service categories to be covered by the successful WAN services arrangement are:

  • Common Service Details, including options for upgrading services and security;
  • Network Services;
  • Managed Services and Maintenance; and
  • Additional Services, including IP telephony, videoconferencing, hosting and infrastructure services.

Both deals are being navigated through the Government Telecommunications Agreement Panel Contract 2360-5 (GTA Category 5) for telecommunication systems and services) and the NSW ICT Services Scheme.

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For more information, please contact the Editor (02) 9955 9896.

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