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Customer Service / NSW Telco Authority - Managed Service Provider (MSP) to operate and maintain services for ICT Infrastructure - RFT-10055791

RFT ID RFT-10055791
RFT Type Request for Proposals
Published 22-Nov-2023
Closes 31-Jan-2024 3:00pm
Category Information and technology
Agency Digital & ICT

Agency Address
Level 10, Mckell Building,
2-24 Rawson Place,
Sydney NSW 2000

Contact Person
Ramsey Newbold
Phone: 1800 679 289

Tender Details

The Principal is tendering support services across its Operational Information Communication Technology Portfolio (Operations ICT Portfolio) comprising of IT infrastructure and Network platforms and services. The Operations ICT portfolio is the enterprise environment supporting the Public Safety Network‘s (PSN) operational support tools providing critical performance, disruptive events and availability information to agencies and Network services partners.

The resulting support contract for Operational Technology with the awarded Managed Services Providers (MSP) is expected to commence (service commencement) in Q4 2024 or earlier. As part of the tender process, we are taking a more holistic approach to vendor management by:

• Reducing & consolidating the number of 3rd Party Suppliers we manage to improve efficiency and remove the complexity associated with managing multiple vendors with different interaction points for our infrastructure services.

• Identify and addressing any gaps in our support processes and including these in the new uplifted agreement (included in the requirements of this tender).

• Ensuring we provide the Managed Network Provider (MNP), which is our prime contractor and acts on The Principal’s behalf to manage the entire PSN network, with all the required tools and processes to manage the Operations ICT Portfolio together with the associated MSP.

Please RSVP to attend the Stage 1 Industry briefing session by close of business on Friday 01/12/2023. 

Names of persons attending the respondent briefing must be provided to the contact officer via email ( No more than 2 Teams connections from each Tenderer will be permitted to attend the respondent briefing.


NSW Regions: Far North Coast, Mid North Coast, New England, Central Coast, Hunter, Cumberland/Prospect, Nepean, Northern Sydney, Inner West, South East Sydney, South West Sydney, Central West, Orana/Far West, Riverina/Murray, Illawarra, Southern Highlands
States and Territories: ACT, NT, QLD, SA, TAS, VIC, WA

RFT Type

Request for Proposals - An invitation for expressions of interest / seeking preliminary proposals. In many cases these may be used as a basis for shortlisting tenderers, along with other criteria such as expertise and experience. Prospective tenderers are initially evaluated for their proposal against the relevant selection criteria. A number of those who best meet the criteria are invited to tender. For complex or some other types of procurement, where the product or service outcomes are highly dependent on the content of the proposals received from Tenderers, the outcome may be negotiated.

Related Records

Additional Details / Instructions

For full details and instructions please download the tender material. 

Conditions for Participation

Tenderers must meet the mandatory requirements. 

Estimated Timeframe for Delivery

Please refer to the tender timeline located in the tender material.

Multi Agency Access