|Date:||1 Aug 2017 - 31 Jul 2020|
|Updated:||10 Nov 2020|
|Managed:||Department of Customer Service|
|Type:||Whole of government|
Range of products and services
Contract 999 The ICT end user devices and service for NSW Government has been split into:
- Contract 999 Lot 1 (Devices) effective from 1 August 2017 until 31 July 2021, and one twelve-month extension option remains
- Contract 999 Lot 2 (Services) effective from 15 December 2017 until 30 November 2021, and one twelve-month extension option remains
All ICT hardware not covered by contract 999 can be purchased under the ICT Services Scheme.
Lot 1 – devices
The scope of lot 1 covers all end-user or client computing devices including:
- personal computers
- desktop computers
- laptop computers
- notebook computers
- ruggedised notebooks
- zero clients
- tablet and mini-tablet computers
- ruggedised tablets
- hybrid computers
- thin client computers
- specialised computers
- any other hardware that an end user can use to interact with their data and applications
- docking stations for computers
- monitors for computers
- peripheral devices and accessories as long as they accompany the purchase of a primary device (devices).
The scope for this head agreement for Lot 1 (devices) does not include the supply of smartphones or removable storage devices (including USB and external drives).
The scope above refers to the primary devices. Maintenance, support, warranties, transport, delivery and buffer stock, if requested, may be provided with the device.
The scope may be expanded by agreement between the contractor and contract authority.
Software required for the essential function of devices will be provided with the devices unless a customer requests otherwise. Such essential software would include:
- operating systems
Unless otherwise requested by a customer, peripherals and accessories are limited to what is normally included with the device or offered as standard upgrades.
The scope is limited to new devices only and does not include second-hand, used, repackaged or refurbished devices, or seconds or imperfect devices. Refurbished devices may only be used for a warranty replacement.
To obtain these services independently from purchasing a device, customers are to use the NSW Government ICT Services Scheme.
Lot 2 – services
The scope of lot 2 includes the following services:
Attaching asset tags and or asset labels to devices prior to delivery to the customer. The position of the asset tag and asset label will be determined by the customer.
Providing the customer with a list of available BIOS and pre-loaded OS images (and any other configuration options), if applicable, for a device. This includes the contractor’s proposed default settings, prior to the dispatch of the device to the customer. The contractor will provide any reasonably requested information relevant to the appropriate configuration of the device as requested by the customer.
The customer will review the configuration information supplied by the contractor and advise how the device should be configured. The contractor will configure the device as requested.
Providing pre-delivery software imaging services which allows a standard operating environment image, provided by the customer, to be installed on a device prior to delivery. The contractor is required to:
- manage the imaging requirements of a customer including version control
- manage capacity to apply Standard operating environment (SOE) images to devices at the volume levels required by customers
- assist customers in the development and testing of their SOE image, including the provision of pre-production samples of devices if required
- establish, to the satisfaction of the Contract Authority, processes in the area of imaging, in particular quality assurance, configuration management and licensing control processes and security processes.
Provide basic installation services to customers including:
- the provision of a project management resource to manage the installation service and be a single point of contact for the customer
- the provision of detailed and comprehensive installation procedures and schedules for customer approval
- co-operation with customer personnel involved in the installation task including adapting contractor installation procedures and schedules to accommodate customer requirements
- receiving the deliverable from customer personnel
- unpacking, assembling (for example PCs, notebooks, monitors and docking stations) and placing the device in situ
- connecting the device to the power outlet and any retained peripherals (for example local printers and special keyboards and monitors) and powering-up
- checking that the operating system is active including, but not limited to, checking configuration settings and testing relevant connections and environmental management features
- setting aside any device that fails to power-up
- removing packaging boxes and other materials from the customer’s site for reuse or recycling in an environmentally appropriate manner in accordance with applicable statutory requirements, NSW policies and industry best practise
- providing a report to the customer setting out device asset numbers, installation location (typically desk or workstation number), and status of the device (such as ‘dead-on-arrival’). Customers will determine the testing to be carried out and the content and form of the installation report.
Provide the basic installation services as described above, plus a complete set–up and installation of functions as required by the customer. This may include:
- connecting the device to the customer’s network and testing that connection
- installing additional software and accessories
- transferring data from the existing equipment to the new device
- testing the device’s operability within the customer’s IT environment
- updating the customer’s asset registers or configuration management databases
- providing a report to the customer setting out the device asset numbers, installation location (typically desk or workstation number), network address; and status of the device (such as “dead-on-arrival”). Customers will determine the testing, configuration, software loading and data transfer work that needs to be carried out and the content and form of the installation report that needs to be provided.
These services include:
- irreversible destruction of data from a device
- sanitisation of a device, including the removal of components, in accordance with the NSW Government Digital Information Security Policy (DISP), the NSW Government Information Classification, Labelling and Handling Guidelines (ICLHG) and any specific customer requirements, prior to removing a device from a customer site
- the return of removed components to the customer or their destruction in accordance with the DISP, ICLHG and any specific customer requirements
- reporting on the sanitisation of devices including at a minimum: Customer asset numbers, machine and removed component serial numbers (if applicable), and sanitisation action taken
- certification that a device has been cleansed in accordance with these requirements.
- customers will determine the level of sanitisation services required and for the avoidance of doubt, in accordance with these commercial terms and conditions:
- (i) the written consent of the Customer is required before any sanitisation services can be provided outside a customer site
- (ii) where sanitisation services are performed at the contractor’s site, or a third party’s site, those sites may be subject to an audit, inspection and approval by customer personnel or a third party nominated by the customer.
These services include:
- shutting down, powering off and disconnecting devices from a power outlet and the customer’s network
- disassembling and packing devices using environmentally appropriate packaging materials to ensurethey are not damaged in transit
- stacking devices in a customer designated location on–site and handing over the packaged devices to the customer representative
- updating customer asset registers or configuration management databases
- providing a report to the customer setting out decommissioned device asset numbers and the status of that device, for example “missing keyboard”. Customers will determine the content and form of this decommissioning report.
- collection of the designated device from the customer
- transporting that device to the contractor’s site
- any rectification of a device’s configuration that may be required prior to returning the device to the customer
- returning the device to the customer
- purchase of the device by the contractor, auction or other sale of the device and return of the proceeds to the customer
- arranging for the device to be recycled or otherwise disposed of.
Any contractor performing disposal services for a device must ensure that decommissioning and sanitisation services have been performed for that device, either by the contractor or another party, before disposing of the device.
The contractor must also:
- adopt and embody appropriate environmental practises in accordance with applicable statutory requirements, NSW policies (including the NSW Government Resource Efficiency Policy 2014) and industry best practise
- provide quality assured sanitisation of devices (including the removal of components) in accordance with the DISP, ICLHG and any specific customer requirements, prior to removing the device from a customer site
- provide the customer with the customer asset tag number associated with a device’s machine serial number for loading into the relevant asset and configuration management databases in electronic form as a CSV file
- provide the customer with a report on the disposal including, at a minimum: customer asset numbers, machine serial numbers, disposal action taken, cost of disposal and net proceeds to be returned to the customer
- provide the customer with certification of the disposal.
For the avoidance of doubt:
- the written consent of the customer is required before any disposal services can be provided outside a customer site
- where disposal services are performed at the contractor's or a third party’s site, those sites may be subject to an audit, inspection and approval by customer personnel or a third party nominated by the customer
- the contractor must not send any device offshore for purposes of performing services,or otherwise, without sanitisation services having first been performed either by the contractor or another party.
Key contract features
Maximum price contract
Customers do not need to accept contract pricing as the best a supplier can do. If the customer is seeking to obtain large volumes they are entitled to request further discounts.
Government Standard Specification (GSS)
The GSS is intended to describe the personal computers for agencies' common use to be purchased in large volumes, such as standard enterprise class desktops and notebooks. The specification is key to the contract category - GSS devices. Read a copy of the latest Government Standard Specification XLSX, 90.94 KB.
There is only one category, which is category GSS devices. General device category has been removed.
Only models which meet the GSS can be listed for GSS devices.
The prices reflect the volume of devices purchased by the NSW Government.
Any supplier on the contract panel can provide GSS devices if they come to an agreement with DCS on the models and prices.
The prices for GSS devices are adjusted on a quarterly basis for movements in the US dollar if the USD moves more that 5% from a baseline rate.
The suppliers are able to list approved agents that are able to act on their behalf, take and fulfill orders.
Lot 1 (devices) panel of contractors will remain open and may be updated by the contract authority from time to time at its discretion. Interested suppliers may apply at any time for inclusion on the panel. Expressions of interest should be emailed to ICTServices@customerservice.nsw.gov.au
Suppliers who do not intend to supply GSS type equipment are not encouraged to apply. They should look to register for the ICT Services Scheme. View the GSS devices DOCX, 23.73 KB currently listed under GSS.
Lot 2 (services) panel has been filled for the moment but may be updated by the contract authority from time to time at its discretion.
Most favoured customer
Introduction of a most favoured customer ensuring best and consistent pricing across the state.
Focus on mobility
Introduction of hybrid (2-in-1) and tablet categories with greater focus of mobility pricing.
Increase focus on device performance with minimum performance benchmarking set for all categories using various performance software.
Insurance levels generally are as below:
- public liability insurance $20 million
- product liability insurance $20 million
- professional indemnity insurance $20 million.
Eligibility to use contract
Public bodies can purchase from NSW Government contracts under Clause 6 of the Public Works and Procurement Regulation 2019.
How to register as an eligible buyer
To register as a new customer please complete the online registration form.
Once approved, you will be advised of your authorised buyer identification number (NSWBuy number). You will then eligible to use the NSW Government contracts. This process may take up to 8 weeks.
Please email firstname.lastname@example.org if you have any problems completing your application form or if you wish to check your registration status.
How to manage complaints and disputes
If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.
Buyers: check our complaint management guidelines online.
Suppliers: make your complaint to the agency customer service representative or procurement area agent. If you can't reach resolution, you can escalate your complaint internally to someone more senior in the agency, or directly to the agency head.
If the dispute cannot be resolved by mutual agreement of both parties, you can escalate the complaint to NSW Procurement.
Contact NSW Procurement via our details on this site if you need more advice.