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The Digital Transformation Agency (DTA) has released a Request for Information (RFI) to understand market capability and capacity to deliver an IT Service Management (ITSM)/enterprise ticketing and case management platform.
The DTA leads the Australian's government’s digital transformation strategy through its co-delivery of the Data and Digital Government Strategy and Implementation Plan.
It also provides leadership in policy design, strategy, advice, and whole-of-government architecture; oversees the short, medium and long-term whole-of-government digital and ICT investment portfolio; and manages whole-of-government digital and ICT strategic sourcing and contracts.
The RFI is intended to identify platforms and operating models suitable for DTA’s service management needs, with an initial focus on IT support and the ability to extend to additional internal service lines if required.
It's also intended to understand implementation and transition approaches (including migration options); understand integration, administration and security capabilities in a Commonwealth environment (including VANguard SSO and Microsoft Entra); understand training, enablement and support offerings to address known capability and adoption gaps; and
gather indicative pricing and cost drivers to inform a subsequent approach to market and value-for-money assessment.
In addition to the above, the RFI seeks market information on a platform with the ability to support multi-team request/case handling; integration and extensibility options (including APIs/webhooks and identity integration); reporting, dashboards and analytics capabilities; and enterprise search/discovery capabilities to support FOI and information access processes.
The project starts in one month from the close of the RFI; it closes on 16 March 2026 at 11:59pm, Canberra time.
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