TfNSW seeks single integrator for OpTech platform overhaul

Transport for New South Wales is preparing to overhaul how it manages service requests and incidents tied to its operational technology, and has launched a procurement process to find a single integration partner for its internal ServiceNow-based platform, Operational Technology Connect (OTConnect).

OTConnect is used by Customer Services and Operations (CSO) to log and manage technology issues, serving both internal Transport staff and external operators, and has become central to how day-to-day operational faults and incidents are tracked, escalated, and resolved.

The current setup is not streamlined, with multiple suppliers managing different aspects of the platform’s integration with other systems.

Now, Transport for NSW is seeking what it calls an “enterprise-grade OTConnect Integration Solution” to replace this fragmented model.

The agency's goal is to appoint a single partner capable of integrating both existing and future systems with OTConnect, while improving the platform’s scalability, reliability, and user experience.

TfNSW's procurement sits under the CSO Service Enablement Program, which has already established a Service Integrator function to coordinate across the agency’s growing technology ecosystem.

The preferred outcome is a long-term, flexible solution that simplifies onboarding, reduces integration overhead, and supports Transport for NSW’s evolving operational needs.

To qualify, vendors must be members of the state’s mandated ICT Services Scheme (SCM0020) and hold current accreditation as both a ServiceNow Certified Solutions Provider and a ServiceNow Build Partner.

That requirement rules out pure resellers or general consultants, limiting the field to firms with demonstrated ServiceNow integration capability.

Expressions of interest are due by 17 July, with a final decision expected by mid-October.

The tender weighting is 70 per cent non-price, potentially indicating that technical capability and long-term value will carry more weight than the lowest bid.