IT Service Operations
Tender Overview
About this tender
This Tender is invited by the Issuer. Overview The University of Canberra is exploring opportunities to uplift service quality, improve user experience, and optimise operational efficiency through engagement with strategic IT Service Providers. Quotations are sought from suitable Service Providers for the delivery of IT Service Operations across three broad Workstreams. Purpose The University seeks to improve its overall user experience and increase customer satisfaction through the delivery of responsive, reliable, and high-quality IT services. Objectives Achieve a measurable uplift in service performance Support increased automation and adoption of self-service capabilities to reduce the cost of service delivery Strengthen governance and reporting, underpinned by mature ITIL-based service management practices Reduce operational risk through enhanced resilience and proactive service management Scope The scope includes delivery of IT Service Operations across the following Workstreams: Customer & Workplace Services Technology Operations Application Development & Management Contractor Requirements Service Providers should demonstrate their ability to deliver secure, resilient, user-centric, and cost-effective services aligned to the University's strategic priorities, including: Enhancing the student and staff digital experience Enabling hybrid learning and research environments Supporting teaching, learning, and research platforms Ensuring cybersecurity, compliance, and data protection Driving innovation, automation, and continuous improvement Instructions to Tenderers This Request for Quotation (RFQ) seeks quotations for the provision of the required Workstreams and/or capabilities, and to gather information regarding Service Providers' abilities, pricing, innovative solutions and service delivery approaches. Through this process, the University seeks to better understand the options available in the market, assess the relative merits of those options, and evaluate the suitability of Service Providers to deliver some or all of the Workstreams. Inclusion of a Workstream or capability within this procurement process does not indicate that the University has formed a proposal to outsource, transfer or otherwise change the current delivery of that service. Any future consideration of changes to services currently performed by University staff would be subject to applicable consultation obligations under the relevant Enterprise Agreement. Enquiries Buyer contact: tenders.procurement@canberra.edu.au
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