ICT Managed Services

The Framework Agreement has an initial duration of three (3) years. There is an option to extend this annually for up to an additional five (5) years.

The core scope of work for this tender involves the provision of integrated ICT managed services. The successful tenderer is expected to deliver a reliable, secure, and compliant service model that combines on-site and remote support to ensure the effective operation of the Contracting Entity's information and technology environment.

Key service domains include:

• Integrated Managed Services Delivery: This encompasses coordinating and managing various ICT service domains such as service desk, end-user support, infrastructure, cloud, and cybersecurity, with an emphasis on end-to-end service accountability.
• Critical Service Operations & Resilience: Managing major operational events, including cybersecurity incidents, Priority 1 service disruptions, and other significant events affecting business-critical services. Alerting, response, and escalation services for major incidents and security incidents are required on a 24x7 basis.
• Service Governance & Continuous Improvement: Delivering governance, executive stakeholder engagement, service reporting, establishing executive governance structures, KPI management, performance management, and issue escalation arrangements.
• Infrastructure Services and Support: This covers a broad range of infrastructure elements, including workplace and endpoint deployment, management, security, and patching; support for cloud-hosted and on-premises infrastructure; network, connectivity, secure Wi-Fi, and remote-access services; operating system and infrastructure platform support; storage, backup, and compute infrastructure; maintenance of infrastructure inventory and register; firewall, voice, and associated infrastructure support; infrastructure and service monitoring; capacity management; operational reporting; access and control management of Contracting Entity systems; and support for relevant operational technology environments.

The delivery model requires a service-based engagement, including a minimum on-site presence of one day per week for account management and coordination, with occasional travel to other sites.