Testing market Capability for Support, Maintenance and Enhancement of ASQA’s Digital Platforms
Tender ID: 611793
Tender Details
Tender Description
This Tender is invited by the Issuer.
ASQA is seeking information from the market to understand the capabilities, approaches, and service models available to support, maintain, and enhance our core digital platforms and products. The purpose of this RFI is to gather insights that will help ASQA determine the most effective way to establish and operate a future managed services arrangement that will assist us with maintaining and enhancing our core applications. This will also identify which vendors may have this capability.
We encourage respondents to nominate how they can address the below approaches:
Approach one: Delivering capability that is integrated with ASQA’s existing arrangements on DEWR’s cloud network.
ASQA currently operates a basic level zero helpdesk functionality (with some level 1 support) to support maintenance and enhancement requests for its legacy regulatory management system, asqanet. As ASQA transitions to its new regulatory system, ARMS, and modernises other digital platforms and products, ASQA invites respondents to demonstrate how they would deliver an integrated helpdesk service to support these new digital platforms and products. This may include knowledge transfer to uplift level 1 capabilities to be managed in-house and full ownership of more technical support levels.
Approach two: Delivering full end-to-end helpdesk capability on behalf of ASQA, on a DEWR hosted network.
ASQA is exploring the potential benefits and operational efficiencies of engaging an external vendor to deliver the full end-to-end helpdesk service, encompassing Level 1 through to Level 4 IT support across all digital platforms and products hosted within DEWR’s cloud environment. Under this model ASQA would continue to operate and maintain its existing level 0 capability, while the external provider assumes responsibility for all higher- tier support functions. As part of delivering a mature and sustainable support partnership, the external vendor will be expected to provide structured and ongoing knowledge transfer to ASQA.
The intended outcome of this RFI is to gain confidence from the market that ASQA’s new platforms and products can be supported in a cost –effective, efficient, and scalable manner across all specified solution approaches. This includes ensuring sustained performance, access to specialized expertise, improved automation, and efficiency. ASQA is seeking indicative costs and information on pricing models to help inform the design of a potential future managed service arrangement, specifically to operate as a third-level escalation point for our internal ICT support team. It is requested that respondents provide indicative pricing models, including options for an hourly rate or ad-hoc support for specialist interventions and complex escalation. It would also be appreciated if there was an option for outcome-based pricing that this be provided. It is requested that within your response suppliers outline any minimum engagement requirements, rate card structures, and any alternative commercial models that may provide value or flexibility for ASQA.
The users and their needs
ASQA’s applications are hosted by the Department of Employment and Workplace Relations (DEWR), with ASQA responsible for the maintenance and enhancements of applications specific to ASQA including D365, Drupal, SharePoint, PowerApps, PowerBI, Azure Modern Data Warehouse, and Business Central technologies.
ASQA’s platforms and products will be used by a mix of internal and external users who require stable, secure, and well-supported systems.
Work already done
ASQA has already developed the infrastructure and some functionality for the products and capabilities mentioned in this RFI. It is continuing to build out the final functionality until 30 June 2027, at which point this will be fully transitioned to Business as Usual.
Technical/business constraints
Industry briefing
Response format
- References
- Relevant case study
Key dates/ milestones
Subject to funding approval, this RFI is expected to inform a future RFQ for a managed services provider (MSP). An indicative start date for the MSP is November 2026.
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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