List of categories under the ICT Services scheme
These are the categories under the ICT Services scheme:
- A - Architecture and design
- B - Benchmarking
- C - Data centre
- D - End user computing
- E - Strategy
- F - Network management
- G - Other ICT services
- H - Risk management
- I - ICT programs
- J - Server management
- K - Security management
- L - Learning services
- M - Systems and solutions
- N - Software
- O - Telecommunication services
- P - Telecommunications equipment
- Q - ERP and related corporate and shared services
A01 Enterprise and business architecture
Analysis of business structure and processes, development of technology roadmaps to support business and ICT strategies. Development and dissemination of ICT standards taking into account impact on legacy technologies and facilitating adoption of future trends. This includes modelling, development and adoption of frameworks as well as definition of current, transitional and future state architectures.
A02 Information architecture
Information architecture covers all the sources and forms of information that define the enterprise architecture. The information architecture layer includes: information and data models; processes for managing information; standards for the manipulation and presentation of information; governance of information; infrastructure and technology for storing, manipulating and transmitting information; and taxonomy for categorisation of information.
Information architecture services may include: development of enterprise architectures (EA, both for current state and future state) for the information architecture layer within complex organisational environments; development of models; standards and guidelines for the information architecture to meet the diverse needs of EA projects; understanding the architectural capabilities and constraints of the range of technologies that support data and information in distributed systems; information and data modelling; taxonomies and content descriptions and utilisation of tools; models and templates to support capture; and analysis and presentation of findings to a wide variety of stakeholders.
A03 Solution architecture
Development of technology solutions that deliver business requirements within the guidelines of an enterprise architecture, when available. This includes development of technical specifications, selection of technology components and development of solution designs.
Benchmarking includes identifying accurate historical and / or current data against which a data set can be compared now and / or in the future. Demonstrated experience in the identification, adaption and adoption of benchmarking processes is also required.
C01 Data centre services
Provision of expert advice and recommendations on: migration strategies, future data centre operating and governance models including best practices such as ITIL. Assistance with key strategic documents. Provision of services to assist with actual migration activities. Provision of services associated with data centre operational activities including delivery "as a service". Note: All other data centre services are provided under the NSW Government's data centre lease arrangement with Metronode Pty Ltd.
C02 Data centre equipment
Supply of infrastructure items within the data centre including: servers (virtual or dedicated); storage systems (for example - storage area networks, network attached storage, tape systems, optical systems); appliances (for example - de-duplication appliances, backup appliances); ancillary equipment (for example - UPS, firewalls, routers, switches); and peripherals (for example – racks, leads, cable trays).
D01 End user computing installation, configuration and maintenance including delivery "as a service"
Installation, configuration and maintenance, includes ordering equipment, delivery, installation of operation systems and decommissioning of existing equipment.
D02 End user computing management including delivery "as a service"
The provision of infrastructure services and the associated supporting resources that enable service level agreements to be met to the customer's satisfaction. As a result the customer's staff should be able to undertake the core business functions that are dependent on the underlying desktop technology infrastructure. Includes, monitoring and analysis, backup and recovery and software licence administration. Updates installed as required inline with agreed timeframes.
D03 End user computing hardware including delivery “as a service”
Supply of personal computers, notebooks and laptops, including full "as a service". Monitors can be provided with the end user device. Note: Excludes the capital acquisition of any device meeting the Government Standard Specification under the Contract 999 ICT End User Devices and Services for NSW.
D04 Monitors including delivery “as a service”
Supply of computer monitors, including full "as a service". Note: excludes the capital acquisition of any device meeting the Government Standard Specification under the Contract 999 ICT End User Devices and Services for NSW.
D05 Other end user computing devices including delivery “as a service”
Supply of any computer based end user computing device not included in any other sub-categories under the End User Device category, including workstations, thin and zero clients. Includes full "as a service" Note: Excludes the capital acquisition of any device meeting the Government Standard Specification under the Contract 999 ICT End User Devices and Services for NSW.
E01 ICT strategy
The provision of strategic vision and documentation associated with information and communications technology supporting ICT. This includes: strategy and plan development and evaluation, forecasting or analysis of future trends, strategic research and analysis, development of and advice on management frameworks (eg risk, service delivery management and portfolio management).
E02 Procurement management
Procurement transition, integration and delivery of services. This includes contract development, contract planning, contract formation, contract management and service arrangement.
E03 Efficiency and optimisation
Design, development and maintenance of the operational tools, standards, methods, environment and protocols that enable the consistent and efficient delivery of quality outputs. This can include methodology planning and implementation, billing checking and management, development and implementation of; policies, procedures, analysis tools and standards for: integration, environment, desktop, project offices, performance and evaluation.
F01 Network equipment installation, configuration and maintenance including delivery "as a service"
Installation, configuration and maintenance of network equipment. This includes loading software, unit and network testing to confirm installation of equipment and software solutions, and configuration.
F02 Network operations including delivery "as a service"
Management of the fixed and mobile network environment. This includes the provision of integrated support services and architectures that facilitate access to a customer's application for both internal and external users. The facilities and services should support a secure and effective technological infrastructure. It also covers traffic management, asset administration, facilities management, building cabling and network environment. Network performance meets agreed standards.
G01 Mobile devices including delivery "as a service"
Supply and/or services for mobile device capability including wireless, USB modems, mobile phones, smart phones and tablet devices. Unit provisioning, firmware, configuration, software and applications as a professional service, managed service or full "as a service".
G02 Digitisation including delivery "as a service"
Services for digitisation life-cycle capability including: design, development and implementation of digitisation activities; provisioning of services or devices (including printers, scanners and multi-function devices) for conversion from physical form; born digital capture; web and social media capture; descriptive meta-data creation; record creation and cataloguing; curatorial services; digital asset management and workflow design. This includes provisioning and maintenance of supportable digital forms including but not limited to images; text and printed materials; newspapers; oral work; art works; museum collections; moving image and sound; broadcast media content; legacy digital forms; microform; objects and ephemera; web and social media including as a professional service managed service or full "as a service".
G03 Telephony including delivery "as a service"
Services for telephony capability includes provisioning and maintenance of analogue and digital telephones, faxes, teleconference and video conference capability as a professional service, managed service or full "as a service".
H01 Strategic risk management
Considers risk from different perspectives with an organisation; strategic, programme, project and operational. Manages risks at a strategic and an organisational level and plans ongoing risk management, identifies mitigation tasks and optimising risk opportunities. Developing a risk methodology or framework.
H02 Business continuity planning
Business continuity planning (BCP) is a process that ensures an organisation can continue to operate after a major crisis or disaster. BCP covers: preparation of a business continuity plan; including a risk management plan; business impact analysis; incident response plan; a disaster recovery plan. Disaster recovery plan - a disaster may be anything that results in an inability to access the IT infrastructure, eg fire, flood, gas leaks, storms, serious corruption of data or other damage. It covers crisis management, process systems, operations and technology risks.
H03 Capacity and availability planning
Capacity planning baselines existing resources needs and anticipates the organisations future needs based on business input into a capacity plan which includes; new and upcoming services and products, hardware and application development plans and organisational service levels. Availability planning includes documenting the current and future needs of the business in an availability plan, assist with diagnosis and resolution of availability related problems, review service reliability, maintainability, prepare redundancy plans, assess the impact of changes or new products or services, development of proactive measures that are cost effective.
H04 Process and technology audits
Conduct ICT processes and technology audits which consider efficiency, costs, service levels, risk levels and alignment to business needs; report findings and make recommendations to the organisation on ways to improve.
I01 Program office standards
The ability to create or review an ICT program office including standards, reporting, change management, stakeholder communication, demand management, schedule management, resource management, configuration management, reporting, benefits realisation via programs, change control, governance and dependency management, project team collaboration, performance monitoring and controlling.
I02 Project, program and portfolio management
Manage a project from end to end including project mandate, initiating and business case, planning, executing, controlling, reporting and closing using a project methodology e.g. Prince 2®. Manage large and complex deliverables that are broken down into manageable inter-related projects. Combines the ability and resources to define, plan, implement and integrate a program of works using a program methodology. Support and advise senior management decision making on strategic alignment, prioritisation, risk management, optimisation of resources etc to successfully deliver their business objectives.
I03 Change management
Managing the business impact of implementing an ICT change to the business, including stakeholder communications, process and procedure changes, updates to or new documentation and training.
I04 Quality assurance and compliance
Planned and systematic activities to fulfil quality requirements for a system, product, program or service including assured compliance. Quality assurance requires demonstrated QA methodologies, experience in control methodologies, compliance audit, diagnostic reviews, health checks, QA governance procedures and where requisite remediation plans.
J01 Server installation, configuration and maintenance including delivery "as a service"
The installation, configuration and maintenance of operating system software and testing of installation, licences, upgrades, patches of operating system (OS) software.
J02 Operations management including delivery "as a service"
Management and maintenance of the server environment. The management of mainframes, servers and ISP hosting hardware as well as the management of operating system and system management software. Includes the backup and recovery of servers and operating systems.
K01 Security strategy including delivery "as a service"
Create strategy, architecture, solutions and services that protect ICT environment. Includes developing strategies, conducting security audits and identifying risks and issues and conducting vulnerability assessments. Supporting and maintaining ISO 27001 certification.
K02 Security management security and firewall installation including delivery "as a service"
Provision of a security framework that facilitates access to the customers' applications, information and data for both internal and external users. Security and firewall installation and configuration.
K03 Security testing including delivery "as a service"
Undertake various security testing including, penetration testing, web security testing, secure code reviews, security and environment testing meets agreed standards.
K04 Security and firewall management including delivery "as a service"
Management of a security framework that facilitates access to the customers' applications, information and data for both internal and external users. Including performance monitoring, security upgrades and access management.
L01 Learning services
Providing government with learning services, including learning strategies, needs analysis, learning design and delivery. Learning may be delivered by a range of means.
M01 Business analysis
Business analysis includes structured identification, analysis and documentation of requirements associated with the design, development and implementation of business systems. This includes; business requirements specification, process analysis and design, procedure development, data migration and conversion planning, development and execution of testing strategies, problem identification and resolution, assessment of training needs, liaison between technical and business staff, research and analysis (eg market and customer), risk assessment and management.
M02 Custom application development including delivery "as a service"
Custom application development including: design and development, enhancement, integration and implementation, data migration and conversion, testing, performance and metrics, maintenance and ongoing support. Including provision of development, application development and support "as a service".
M03 Services including electronic document and records management and customer relationship management (CRM) and case management services including delivery "as a service"
New or amendment of existing electronic documents and records or customer relationship management (CRM) and case management solutions. Includes design, development, implementation, data migration, integration training, maintenance, configuration and support. May also include support with business analysis, transformation and process change. Note: For ERP service offerings, please refer to Category Q: ERP and related corporate and shared services.
M04 Other software services including delivery "as a service"
Includes design, development, implementation, data migration, integration training, maintenance, configuration and support for all other software services not already included in other systems and solutions sub-categories. May also include support with business analysis, transformation and process change.
M05 Information management services including delivery "as a service"
Developing business information strategies and creating systems. Includes design, development, implementation, data migration, integration training, maintenance, configuration and support. May also include support with business analysis, transformation and process change. Covers provision of scientific, operational and administrative datasets, data management, data analysis, master data management, data warehousing, business intelligence, content management and meta data management.
M06 Web design and content management services including delivery "as a service"
This category includes; website design and development, intranet and extranet development, user interface design, content management solutions, flash design and development, database design and development and usability research.
M07 Software support and maintenance services including delivery "as a service"
Services for licensed software and /or developed software and may consist of help desk services, updates, new releases, ancillary services, ongoing maintenance services.
M08 Testing services
Includes provision of test services including but not limited to the development and delivery of testing strategies, test plans and defect identification procedures to ensure that solutions reflect requirements. This can include delivery of any or all aspects "as a service".
M09 Software resellers and software asset management services
Brokerage services for licensed software, software asset management and optimisation, and other software maintenance, subscription and support services.
N01 Infrastructure and utilities software
Software licensing and support for database applications, data management, virtualisation and partitioning software, operating systems, enterprise application integration (EAI), application performance and monitoring software, programming language, web design, hosting and middleware applications software, and any infrastructure and utilities software.
N02 Software applications
Software licensing and support for enterprise resource planning (ERP) software, business intelligence (BI) and enterprise content management (ECM) software, computer-aided design, engineering and manufacturing software, office productivity software, and any software applications not included elsewhere.
N03 Communications and security software
Software licensing and support for networking and mobile development and email and messaging software, cloud management software, identity access and encryption software, data protection, privacy protection and anti-virus software, and any communications and security software.
O01 Fixed line voice services
The provision of fixed line telecommunications services utilising a physical link.
O02 Fixed line data services
The provision of data services, including delivery as a service using a physical link. This includes Fibre, xDSL, ISDN etc.
O03 Mobile services (including mobile data)
The provision of voice and data services using cellular networks (e.g. 2G, 3G, 4G, LTE etc)
O04 Satellite services
The provision of voice and data services using satellites.
O05 Management and maintenance services
All other telecommunications services including call accounting (TIMS), consolidated telecommunications inventory and cost management (including carrier billing analysis tools), system commissioning, decommissioning, system maintenance (single and multi-vendor), call centres etc.
P01 Fixed, mobile, satellite, networking equipment
Any physical equipment used in the provision of telecommunications including handsets, headsets, cables, accessories, hubs, bridges, routers, switches, modems, interface cards, firewalls as well as associated systems including but not limited to voice and/or video mail and unified messaging systems, contact centre systems, interactive voice response systems (IVRs), music and messaging on hold systems, voice recording systems, audio conference systems, video conferencing and webcam systems, private paging and public address systems, broadcast messaging systems.
Q01 Professional services
Includes the provision of strategic analysis and planning, business process management, transition and transformation, business analysis, modelling, design and architecture, development, testing, data migration and conversion (ETL), organisational and change management, systems integration, performance and management, and benchmarking.
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