Whole of Health - Server and Storage - Support & Maintenance RFP - Reissued

⁠⁠⁠Overview

eHealth NSW is looking to engage a single vendor to provide a statewide Server and Storage Support & Maintenance services solution for out of warranty equipment across NSW Health. This Whole of Health (WoH) tender covers third-party server and storage support and maintenance for Hewlett Packard Enterprise (HPE), International Business Machines Corporation (IBM) and DELL servers and storage.

Purpose

The objective of this initiative is to consolidate multiple existing NSW Health vendor hardware support contracts into a single-vendor arrangement through one centralised procurement contract.

Objectives

The intended business outcomes include:

• Consistent support standards across all NSW Health entities
• Reduced downtime and improved business continuity for critical clinical systems
• Simplified vendor management, improved visibility and lower operational overheads
• Strong security, compliance and auditability aligned to NSW Health requirements

Scope

The scope of this tender is to establish a new ICT Agreement under the ICT Service Scheme SCM0020, Category J (Server Management), J02 Operations Management. A Whole of Health ICTA will be used to engage a single supplier for the supply of server and storage support and maintenance services.

The vendor shall provide comprehensive maintenance and support services, including:

• Server Infrastructure Support: physical servers supporting critical clinical, business and operational systems across NSW Health
• Storage & Backup Platforms: enterprise storage technologies including SAN, NAS, backup and recovery appliances
• Hardware Maintenance Services: break-fix support, fault diagnostics, troubleshooting, hardware repair, component replacement and OEM firmware/software updates
• Service Delivery & Support: 24x7x365 service desk, remote technical support, and on-site field engineering across metropolitan, regional and rural NSW
• Asset & Contract Management: CMDB-based asset inventory, maintenance history, asset onboarding/offboarding, support tier management, reporting and SLA monitoring
• Operational & Security Services: spare parts logistics, incident management, business continuity support, ITSM integration, performance reporting, and compliance with NSW Health security and privacy standards

Enquiries

• Contact: Kate Roche
• Email: EHNSW-ICTSPTenders@health.nsw.gov.au
• Phone: 0414613441