Telecommunications Purchasing Arrangements Contract

  • Mandatory
Updated: 25 Oct 2019
Date:
1 Jul 2018 - 30 Jun 2023
Contract Number:
2210
Type:
Whole of government
Managed:
Digital.NSW
The Telecommunications Purchasing Arrangements (TPA) is a panel contract for supply of enterpise telecommunications services to NSW Government buyers.

Range of products and services

Service tower

Category

Service type

Description

Fixed data

Point-to-point connectivity

Passive point-to-point

Active point-to-point

Fibre, xWDM, ethernet or fibre channel connectivity between 2 locations.

Customer premise equipment such as routers are not included in the service. Service demarcation is typically at a service provider supplied network termination unit (NTU) at the customer site, where the NTU may supply one or more customers.

Fixed data

Private fixed WAN connection

Unmanaged layer 2 VPN

Unmanaged layer 3 VPN

Managed layer 3 VPN

Low-cost managed layer 3 VPN

Ethernet, MPLS or IP-VPN connectivity between 2 or more locations.

Customer premise equipment such as routers are included in the service. Service demarcation is typically at a router located at the customer site, owned and managed by the service provider on behalf of the customer.

Residential, business and enterprise-grade NBN based services.

Internet

Internet uplink and access

Core internet uplink

Internet access

Peering access

Services that provide connectivity to the internet or content providers.All traffic is sent and received at the service demarcation points, typically a router located at a customer site, within defined speed limits.

Residential, business and enterprise-grade NBN based services.

Internet

Internet uplink and access add-ons

Firewall

DNS

Web content filtering

Email protection

Reverse proxy

Add-on services that are primarily focused on helping internet uplink and access services align with a customer’s security posture.

Fixed voice

Access services

SIP trunk

ISDN (PRA)

ISDN (BRA)

Analogue lines

Direct in-dial number blocks

Special Number Rental

Services that facilitate access to fixed voice offerings.

Fixed voice

Calling services

Inbound calling service

Outbound calling service

Inbound services where a common/single number is required to receive inbound calls, such as 1800, 13, 1300 numbers.

Outbound services where devices and/or services need to make outbound calls.

These services are in addition to access services.

Fixed voiceRate Cards

Domestic Rate Cards

International Rate Cards

The calling rates for all different types of calls that can be made with a particular type of service.

Fixed voiceAdd-ons

Alternate numbers

CLID Inhibitor

Service Failure Reroute

Call Forwarding

Call alert

UC Integration

Reception Tools

Mobility

Multi-way calling

Remote number

Simultaneous Ring

Virtual Video Conference Advanced voicemail control

Assistant Tools

Hot desking

Unlimited Calls Packs

This service describes a set of feature add-ons that Eligible Customers can choose to add to their Fixed Voice service. Each of the add-on services are designed to be modular and independent of each other. Where the add-on is not offered as part of a grade of service (e.g. basic) the Eligible Customer will choose any number of add-ons that are required for their Fixed Voice service.
Fixed voice

Enterprise voice as-a-service

Enterprise voice as-a-service

Unified communications

Fixed voice and productivity services hosted by the service provider on behalf of the customer. Examples include IP-PABX as a service or skype for business. Functionality may include audio conferencing, instant messaging etc hosted by the service provider on behalf of the customer.
Fixed voiceCall centreCall centreCall centre or helpdesk as-a-service.

Mobile

Mobile connectivity services

Mobile voice, SMS and data connection

Mobile data only

Bulk SMS

Personal mobile connectivity services comprising combinations of voice, data and SMS plans. Plans may include a phone as part of the service or be the connectivity service alone.

MobileRate Cards

Domestic Rate Cards

International Rate Cards

The calling rates for all different types of calls that can be made with a particular type of service
MobileBulk SMSBulk SMSThis service is where an Eligible Customer requires the ability to send SMS’s to multiple recipients simultaneously, via a web-based application or via API integration.
Mobile

Pooling services

Mobile data pool

Mobile voice pool

Mobile data pool and mobile voice pool aggregation services for one or more eligible buyers. Includes mechanisms to monitor usage and ‘top-up’ as necessary.
MobileMobile device as-a-serviceMobile device-as-a-serviceThe outsourcing of the ownership of a mobile device, including the management of the device or fleet of devices.
MobileMobile hardwareMobile device from an approved rangeProvide selected mobile devices within service fee, from an approved model range and mobile device vendor in the following categories: Tablets, Smartphones, Basic phones and Mobile routers.
Mobile

Mobile device management services

Mobile device security services

Mobile device management

A managed toolset that enables the active management of an eligible buyer’s security posture as it relates to mobile devices and their users.
MobileManaged Telemetry ServicesManaged Telemetry ServicesThis service is where an Eligible Customer requires private connectivity for a device/machine for the explicit purpose of machine-to-machine (M2M), telemetry or IoT communication. The service will also include an application to facilitate the management of the machines/devices.
Network applicationsSD-WANSD-WANaaSServices that utilise overlay, or over-the-top, technologies to provide connectivity to one or more Customer locations.

Key contract features

Standardised service catalogues

Each service tower is defined by a service catalogue which includes a service specifications, service descriptions and a price book.

Buyers are encouraged to buy standard services. This drives economies of scale and makes it easier to compare offers from various suppliers.  Bespoke services can however be accommodated within the TPA framework.

Annual price review

While the head agreement is a 5 year term, the TPA pricing will be reviewed at least annually.

Each year suppliers have an opportunity to provide updated pricing for the following 12 month period. We have recently concluded the first review with the eight incumbent suppliers.

New service providers

Suppliers can apply to join the panel at any time. New suppliers might be added periodically.

New services and service towers might also be added over time, ensuring that buyers can access the latest products and services. We have recently concluded the first intake resulting in addition of seven new suppliers.

Benchmarking

The TPA provides for price benchmarking no more than annually at a whole-of-government level.

Benchmarking will be coordinated by DCS and will ensure that buyers are able to access the most up to date pricing, even after a customer contract has been established.

Fixed discounts

The amendments to the head agreement provide for pre-agreed discounts across government buyers. Any discount offered is available to all eligible buyers.

Value adds

The amendments to the head agreement provide that any ‘value adds’ to a customer contract must be presented transparently. The contract must set out:

  • the total value of the ‘value add’
  • how the value is calculated
  • the percentage discount to the contract price that the ‘value add’ represents.

Supplier performance management

The TPA has a supplier performance management process that monitors compliance and service levels.

This information is provided to customers, encouraging transparency and accountability.

Key benefits

Market contestability

  • standard services make it easier for suppliers to respond to requests for quote and buyers to compare offers.
  • separation of services in to service towers encourages competition.

Better services

  • TPA service catalogues incorporate a large range of service types giving buyers choice.
  • standardised service specifications make it easier to manage supplier performance.

Better value for money

  • additional conditions such as annual benchmarking and most favoured customer pricing will ensure that pricing remains competitive and in line with market rates.

Agile procurement

  • standardised service make it faster to procure services.
  • template customer contract and request for quote make it easier to source quotes and establish customer contracts.

Eligibility to use contract

The TPA is open to most NSW Government eligible buyers including all NSW Government agencies and some eligible non-government bodies. Public authorities of the Commonwealth, other jurisdictions and contractors to public authorities are excluded.

NSW Government agencies include:

  • a government sector agency (within the meaning of the Government Sector Employment Act 2013 (NSW))
  • a NSW Government agency
  • any other public authority of NSW that is constituted by or under an Act or that exercises public functions (other than a State owned corporation)
  • or any State owned corporation prescribed by regulations under the PWP Act.

Eligible non-government bodies permitted to purchase through the TPA includes:

  • a private hospital
  • a local council or other local authority
  • a charity or other community non-profit organisation
  • a private school or a college
  • a university.

Agency savings opportunity

While head agreements have 5 year terms and cover the provision of the standardised telecommunication services set out in the service catalogues, agencies are responsible for negotiating the terms and conditions of their customer contract. The TPA framework does allow bespoke services to be included.

To maximise savings, buyers are encouraged to test the market by confirming the price for each service with suppliers on the panel, particularly where a buyer has significant volume.

If the buyer can negotiate a better unit rate than specified in the price books, this price becomes available to for all buyers. This includes buyers with pre-established customer contracts.

Testing the market is also important for fixed data services, where capital works may apply for connecting the customer site on top of the price book rate.

Buyers are encouraged to pool volume in order to maximise their purchasing power. DCS can help coordinate a joint procurement exercise.

Other information

The TPA is a panel contract built on the ICT Services Scheme and ProcureIT v3.2 framework.

Each supplier is registered on the ICT Services Scheme and has undergone a qualification process to be admitted to the service tower panel. Each supplier provides services within one or more service towers.

The TPA is managed by DCS

The contract is managed by the ICT/Digital Sourcing within the Department of Customer Service (DCS). We:

  • act as the contract authority for the TPA head agreement
  • provide the performance management function
  • support agencies and clusters on customer contracts
  • conduct panel refreshes
  • maintain service catalogues for each of the service towers.

Panel membership and service catalogues will be reviewed each year to ensure they remain relevant and provide the most value for money.

Complaints and disputes

If case of a dispute, both the buyer and the supplier must use their best efforts to resolve it.

The buyer should speak to the supplier's customer service representative first. If they can't solve the matter together, the buyer should then contact NSW Procurement.

If the dispute cannot be resolved by mutual agreement of both parties in consultation with NSW Procurement, it will be referred for expert determination. This more formal process will need a higher level of detailed documentation, correspondence and records.

Approved suppliers

The panel arrangement has at least 3 suppliers for each service tower.

Fixed data

DDA, Kinetix, Macquarie Telecom, Optus, Plus ES, Superloop, Tasmanet, Telstra, TPG, Transgrid, Vertel, Vocus

Fixed voice

Ace Internet, Activ8me, Macquarie Telecom, MyNetFone, Optus, Premier Technologies, Tasmanet, Telstra, TPG, Vocus

Mobile

MyNetFone, Optus, Telstra

Internet

Activ8me, DDA, Macquarie Telecom, Optus, Superloop, Tasmanet, Telstra, TPG, Transgrid, Vocus

Network applications

Macquarie Telecom, Optus, Telstra, Vertel, Vocus

New supplier registration of interest

New service providers can register for inclusion on the TPA panel at any time however supplier intakes will happen periodically.

Please follow the steps below for registration of interest:

Service catalogue information for approved service providers can be found under the "How to buy" tab above.

For further information, see the "Suppliers Q&A" section above in the "How to buy" tab or contact NSW Procurement Service Centre.

Download service provider registration of interest form

Online catalogues

The service catalogue sets out the service description, requirements and the price book for each service tower. Service catalogues are treated as confidential information.

Agencies can request the service catalogue directly by filling out the TPA service catalogue request form.

Service catalogue updates

DCS is responsible for service catalogue and price book updates. We will notify suppliers if pricing updates are needed.

If a supplier wishes to update of their own accord, they can email tpa@customerservice.nsw.gov.au or contact the NSW Procurement Service Centre.

All changes to the service catalogue and pricing schedule will undergo a review and approval process by DCS ICT/Digital Sourcing prior to any changes. We will notify customers upon approval.

Ordering

Customers manage their own customer contracts. They can email tpa@customerservice.nsw.gov.au for support.

Please view the customer onboarding checklist for details on the process for onboarding the TPA.

Download Customer Onboarding Checklist

Buy from the TPA service catalogues

As per PBD-2019-02-Telecommunications Procurement, when procuring telecommunications services with a total contract value exceeding $100,000 agencies must buy through the TPAs (Contract 2210).

Buyers can purchase services via 2 options:

  • Seek quotes from at least three providers for telecommunications services at contract expiry,
  • Purchase the lowest price offered through the TPAs

Negotiate with nominated service provider

To maximise savings, buyers should to test the market by confirming the price for each service with suppliers off the panel.

If the buyer negotiates a better unit rate than specified in the price books, this price becomes available to all buyers. This includes buyers with pre-established customer contracts.

Buyers can request negotiating support if needed by emailing tpa@customerservice.nsw.gov.au

Complete the purchase and finalise customer contract

Upon finalising negotiations with suppliers and receiving PTS endorsement, customers may sign the customer contract.

Customers can contact the NSW Procurement Service Centre for assistance.

Frequently asked questions

Q&As for buyers

I'm a from local government, can I buy off the TPA?

The TPA is open to most eligible buyers including all NSW Government agencies and some eligible non-government bodies.

NSW Government agencies include:

  • a government sector agency (within the meaning of the Government Sector Employment Act 2013 (NSW))
  • a NSW Government agency
  • any other public authority of NSW that is constituted by or under an Act or that exercises public functions (other than a state-owned corporation)
  • or any State-owned corporation prescribed by regulations under the PWP Act.

Eligible non-government bodies permitted to purchase through the TPA includes:

  • a private hospital
  • a local council or other local authority
  • a charity or other community non-profit organisation
  • a private school or a college
  • a university.

I'm from another government jurisdiction, can I buy off the TPA?

No. Government buyers from other states or the Commonwealth are not able to buy services through the TPA.

However, pricing, terms and conditions can be provided subject to a non-disclosure agreement.

What can I do if I am not satisfied with the services provided by the supplier under the TPA?

You should try to resolve the issue directly with the supplier first. If this fails, you can email tpa@customerservice.nsw.gov.au. We will ensure that the issue is receiving appropriate attention by the supplier.

How do I find out who is on the panel?

See 'Approved suppliers' above.

Can I get access to supplier pricing?

Access can be requested via the TPA service catalogue request form. You will need to agree to sign a non-disclosure agreement and keep information confidential.

Does this mean I don't have to get three quotes for new contracts?

No. The TPAs do not preclude NSW Government agencies or clusters from exercising due diligence when procuring services.

What if I don't have procurement accreditation?

You can apply for procurement accreditation. See Agency Accreditation Scheme for Procurement.

Buying off the TPA does not void the need for an agency to procure within its accreditation.

Can I still approach service providers directly?

PBD-2019-02-Telecommunications Procurement mandates that for contracts exceeding $100,000 in value agencies must seek quotes from at least three service providers for telecommunications services. However, there are exemptions that allow agencies to buy off a supplier that is not on the TPA panel.

We have developed a set of standardised RFQ and customer contract templates which are available to agencies to simplify the procurement process.

What if I want to buy off a supplier that is not on the TPA Panel?

PBD-2019-02-Telecommunications Procurement  mandates that for contracts exceeding $100,000 in value agencies must use TPAs. However, there are exemptions that allow agencies to buy off a supplier that is not on the TPA panel.

We will be conducting periodic intakes of new suppliers.

What if I need to buy services that are not part of the TPA service specifications?

The TPA framework allows agencies to buy services that are not on the price book where they are needed to meet agency specific requirements.

If this happens, we may seek to update the price book to add pricing for these services.

What if the service levels don't suit my needs?

Buyers can define custom service levels as agency-specific requirements.

However, this may result in extra fees and charges to those set out in the relevant price book.

Does TPA replace any existing governance arrangements such as PTSWG?

No.

I am still on a contract with a service provider, can I migrate over to the TPA? And how?

We expect buyers to migrate services to the TPA when their existing contracts reach the end of their initial term.

A buyer may be able to transition earlier if they

  • can transition under their existing contract without penalty
  • are prepared to pay any early termination charges.

What's the advantage of using the TPA?

The TPA offers:

  • competitive prices offered by all major suppliers
  • easier evaluation of offers through standardised services
  • simplified procurement when adopting procurement templates
  • ability to benefit from commercial mechanisms designed to capture unit price decline such as annual benchmarking coordinated by DFSI or ‘most favoured customer’ pricing. For example, if a buyer is able to negotiate a lower price to a standard service, this is price drop is applicable all buyers.

How do I map my current/future services to the TPA catalogues?

We have created service descriptions and catalogues to help buyers and sellers define services in a standardised way, these are available on Digital.nsw. If you need help, please email tpa@customerservice.nsw.gov.au

What resources or support are available to help transition to the TPAs?

If you need help transitioning to the TPA, please email tpa@customerservice.nsw.gov.au

Q&As for suppliers

How often am I allowed to update pricing? How do I do it?

As set out in the TPA contract, all suppliers have an opportunity to submit pricing for the next 12 months annually. This needs to be submitted at least 2 months before the anniversary date to allow enough time for review.

If you would like to reduce your prices, please email tpa@customerservice.nsw.gov.au

Why would I want to proactively reduce my prices?

Having your best price in the TPA price book maximises the chance you will be asked to quote for services by a potential buyer.

I'd like to offer services in another service tower, what should I do?

We will be undertaking periodic onboarding of new suppliers across all service towers. To register your interest, please email tpa@customerservice.nsw.gov.au

Are there any pre-requisites for joining the TPA?

Yes. Suppliers must:

  • be a licensed carrier or carriage service provider
  • have service delivery operations (not just sales operations or a field office) in Australia
  • be a current advanced prequalified supplier on the ICT Services Scheme.

How can I get on the panel?

New service providers can register for inclusion on the TPA panel at any time however supplier intakes will happen periodically. Please follow the steps below for registration of interest:

Service catalogue information for approved service providers can be found under the "Buy from this contract" section below.

What type of telecommunications services are sold through the TPA panel and what does that entail?

The TPA covers telecommunications services which have been categorised into 5 service towers. These include:

  • fixed data: fixed connectivity between offices and data centres
  • internet: internet services for data centres and offices as well as related security services
  • fixed voice: enterprise grade telephony services, contact centres and unified communications
  • mobiles: mobile phone services, hardware and related services.
  • network applications: SD-WANaaS

For more details, please email tpa@customerservice.nsw.gov.au

How can I sell services that are not on the panel or are part of the specification?

Depending on the customer's requirements, you may sell services that address their bespoke requirements.