Scope
- 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 | 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 voice | Rate 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 voice | Add-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 voice | Call centre | Call centre | Call 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. |
| Mobile | Rate 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 |
| Mobile | Bulk SMS | Bulk SMS | This 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. |
| Mobile | Mobile device as-a-service | Mobile device-as-a-service | The outsourcing of the ownership of a mobile device, including the management of the device or fleet of devices. |
| Mobile | Mobile hardware | Mobile device from an approved range | Provide 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. |
| Mobile | Managed Telemetry Services | Managed Telemetry Services | This 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 applications | SD-WAN | SD-WANaaS | Services 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.
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.