Dynamics 365 CRM Support & Enhancements by External Provider
Tender ID: 609390
Tender Details
Tender Description
This Tender is invited by the Issuer.
Indigenous Business Australia (IBA) requires a qualified Dynamics 365 CRM Managed Services Partner to provide ongoing application support, configuration and enhancement services, release and change management, enablement and testing for Microsoft Dynamics wave releases.
The purpose of this engagement is to ensure the stability, optimisation, and continuous improvement of IBA’s CRM platform, delivered in alignment with IBA’s governance, security, and change management frameworks. The supplier will work collaboratively with IBA’s internal technical owner and operate in accordance with IBA’s policies, procedures, and Commonwealth Government ICT standards.
The supplier will deliver managed support and enhancement services for IBA’s Microsoft Dynamics 365 CRM and Power Platform environments. Beyond ongoing managed services, IBA may require to the supplier to equipped to undertake other project‑based works under separate Statements of Work (SoWs). To ensure consistent and high‑quality service, the supplier is required to provide certified Dynamics365 CRM and Power Platform specialists and allocate a dedicated team, rather than relying on a shared resource pool, to support and enhance IBA’s Dynamics 365 CRM application and Power Platform environments.
The supplier must demonstrate:
- Proven experience delivering managed support and enhancement services for Microsoft Dynamics CRM and the Power Platform in enterprise‑scale environments.
- Ability to maintain, optimise, and troubleshoot Power Automate flows, integrations, and CRM configuration assets.
- Strong competence in environment and release management, including test wave planning, regression testing, deployment orchestration, and rollback planning.
- Alignment with security, confidentiality, data protection, governance, and compliance frameworks.
- Capacity to commence delivery immediately and maintain stable resourcing for the full five‑year term.
- Ability to produce timely release documentation, progress updates, early draft outputs, and final deliverables within agreed timeframes.
The supplier will be responsible for producing and maintaining the following deliverables:
- A structured CRM support and enhancement plan outlining service scope, processes, and release cadence.
- End‑to‑end incident and request fulfilment, including analysis, remediation, and prevention of recurring issues.
- Updated or newly developed CRM configurations, customisations, and automation components.
- Scheduled health checks, optimisation reports, and recommendations for continual improvement.
- Complete test wave and release documentation, including test evidence and deployment guide.
- Integration updates and supporting technical documentation as required.
Contract Term
The Contract term is for three (3) years from the contract commencement date, with two optional one-year extension, exercisable at the sole discretion of IBA
Services will be delivered under a managed services model with a defined monthly allocation of hours. IBA may review performance and adjust scope or resourcing in accordance with contractual provisions and the IBA Procurement Framework.
Support Allocation
- A monthly allocation of minimum 80 hours of managed services support, changes and enhancements work.
- Hours may roll over month‑to‑month.
- A minimum rollover period of three (3) months will apply.
Collaboration and Alignment
The supplier will
- Work closely with IBA’s internal technical lead.
- Align with IBA policies, standards, and procedures.
- Adhere to IBA’s change control and release management processes.
Management Meetings
- Fortnightly management meetings with IBA.
- Meetings will cover progress, prioritisation, risks, escalations, and utilisation.
Reporting
The supplier will provide:
- Monthly utilisation and rollover reporting.
- Summaries of completed and planned activities.
- Identification of risks, dependencies, and recommendations.
Commercial and Invoice
- Managed services will be delivered against the agreed monthly allocation.
- Monthly invoicing must include:
- Hours consumed
- Rollover balance
- Summary of activities delivered for IB
Acceptance Criteria
Services will be deemed acceptable by IBA when:
- Services are delivered in accordance with agreed priorities
- Governance and change controls are followed
- Reporting and engagement obligations are met
Stakeholder satisfaction is maintained.
Note that the following support requires will be categorised based within the Contract on urgency and business impact.
Location
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania
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