The New South Wales Department of Customer Service (DCS) has issued a tender for maintenance and support services for its ServiceNow platform, as part of the state government's continued investment in digital service delivery infrastructure.
A two-year contract, with a possible one-year extension, aims to ensure the continued functionality and security of the platform that underpins multiple critical government services.
The successful supplier will be responsible for maintaining three separate ServiceNow instances - production, development, and user acceptance testing environments - while supporting a wide range of modules including IT Service Management, HR Service Delivery, and Security Operations.
Key responsibilities outlined in the tender include performing regular upgrades and patching, supporting application programming interface (API) integrations, and maintaining the platform's security ratings at a minimum of 95 per cent.
The contract also stipulates strict service level agreements, with priority one incidents requiring resolution within eight hours and security breaches demanding immediate out-of-hours support.
The ServiceNow platform serves as the backbone for numerous digital services across the NSW government, with integrations to various systems including Microsoft Intune, SolarWinds, Amazon Connect, and PagerDuty.
Industry experts note that the comprehensive nature of the tender reflects the growing complexity of government digital infrastructure and the critical importance of maintaining seamless service delivery for NSW residents.
The tender specifies that the successful provider must deliver standard support during business hours from Monday to Friday, with additional out-of-hours support for upgrades and major incidents.
Regular reporting requirements include monthly and quarterly vendor reports, with the supplier expected to participate in various governance arrangements including Design Review Boards and Change Control Boards.
The contract is set to commence on 1st July 2025 and run until 30th June 2026, with potential extension to 2027.
Deadline for the tender is April 30, at 3 pm, with an estimated decision date of May 30.
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