• Mandatory
Date: 1 Jul 2018 - 30 Jun 2023
Updated: 19 Jan 2021
Managed: Department of Customer Service
Type: Agency specific
Scheme Number: 2210

Range of products and services

Service tower


Service type


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 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 uplink and access add-ons



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



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


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 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.

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 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.


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.

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.