STATEMENT OF REQUIREMENTS1
Note to Tenderers responding to this Statement of Requirements:
(a) Where an obligation is stated to apply to the ‘Contractor’, this refers to an obligation which is
intended to be included in the Official Order and any Work Order made under it, if any.
(b) Where an obligation is stated to apply to the ‘Tenderer’, this refers to a requirement for the
Tenderer to provide the relevant information as part of its Tender.
1
Introduction
1.1
Scope
1.1.1
The Commonwealth is seeking to establish a single panel arrangement for
Telecommunications Commodities, Carriage and Associated Services
(Services) for provision to the Government.
1.1.2
The scope of this RFT includes:
1.1.3
2
mobile voice and data services including SIM cards (Carriage);
(b)
mobile handsets, Smartphone handsets and Mobile Broadband
modems (Devices) and Accessories; and
(c)
services associated with the above (Associated Services) .
The scope of this RFT specifically excludes:
(a)
fixed carriage services;
(b)
fixed phone handsets and accessories for fixed phone handsets;
(c)
satellite phones; and
(d)
video conferencing.
Services
2.1
Finance requires 3 Categories of Services as well as Associated Services:
2.1.1
Category 1 – Carriage
2.1.2
Category 2 – Devices
2.1.3
Category 3 – Accessories
3
1
(a)
Part Bids
3.1
As per clause Error! Reference source not found. Finance will accept a
Tender for part of the Services.
3.2
Tenderers may submit a Tender to provide from one to three Categories of
Services and any mix of Categories of Services. However, if a Tenderer submits
a Tender response to provide Class 1, Class 2 and/or Class 3 Devices within
Category 2 – Devices, that Tenderer must also provide a response in respect of
Category 3 – Accessories for all Classes of Device covered by that Tender.
This Statement of Requirements was included in Part F of the Request for Tender to join a Panel
for the provision of Telecommunications Commodities, Carriage and Associated Services (RFT
FIN10/AGI002).
3.3
Tenderers may wish to supply only some of the Category 2 Devices, that is, they
may tender to provide one to four Classes of Device, or any mix of Classes.
3.4
All Tenders should incorporate Associated Services for any Category which is
included in their Tender response.
4
Definition of Capabilities
In this Part F – Statement of Requirements, each function or capability to be
provided by the relevant Service is described as follows:
4.1
4.1.1
Essential – the function or capability must be provided and if the Tenderer
indicates that it is not able to be provided then the proposed Service will be
evaluated as non-compliant and not appropriate for use within the relevant
Category, or in the case of Devices, relevant Class. Tenderers should refer
to clause Error! Reference source not found. regarding the consequences
of failing to meet an Essential Requirement.
4.1.2
Desirable – the Commonwealth considers that the provision of the function
or capability is advantageous, but if the Tenderer indicates that it is not able
to be provided this will not be treated as being material to a
compliant/non-compliant evaluation outcome but may be taken into
consideration as part of the evaluation.
4.1.3
Optional – the function or capability can be provided with the proposed
Service if requested by an Agency, but if the Tenderer indicates that it is not
able to be provided this will not be treated as being material to a
compliant/non-compliant evaluation outcome but may be taken into
consideration as part of the evaluation.
CATEGORY 1 - Carriage
5
Mobile Voice Services
5.1
The Tenderer must demonstrate the ability to provide an
end-to-end carriage service for the delivery of voice calls over
a mobile network, specifically:
5.1.1
access to the GSM, 3G networks;
5.1.2
the ability to make and receive phone calls;
5.1.3
a mobile phone number;
5.1.4
a choice of directory listing options; and
5.1.5
access to a messaging service.
5.2
The Tenderer must demonstrate the ability to provide the
following call types:
5.2.1
fixed line calls;
5.2.2
mobile calls;
5.2.3
calls to international fixed line;
5.2.4
calls to international mobile
Requirement
for this
Category
Essential
Essential
5.2.5
special services (i.e. ships at sea, 05 number range, 13,
1300, 1800, 1900);
5.2.6
operator assistance;
5.2.7
information calls; and
5.2.8
directory assistance.
6
Mobile Data Services
6.1
7
The Tenderer may demonstrate the ability to produce a report
on the type of data that is being downloaded, e.g. images,
sound files, video files.
Optional
International Voice and Data Roaming
7.1
The Tenderer should demonstrate that it can or does hold
International Voice and Data Roaming agreement(s) for
Carriage.
Desirable
7.2
The Tenderer should provide:
Desirable
7.2.1
a list of international carriers with which International Voice
and Data Roaming agreement(s) for Carriage are held;
7.2.2
the countries covered by these agreements; and
7.2.3
any Device and SIM limitations for Devices being used in
these countries.
7.3
The Tenderer should demonstrate the ability to provide
brokerage services which would arrange short term Device
hire for officers of an Agency who are visiting any country:
7.3.1
with which the Tenderer does not have an International
Voice and Data Roaming agreement; or
7.3.2
that uses technologies and standards that are not
compatible with Australian technologies and standards.
8
Desirable
Elective Mobile Services
8.1
The Commonwealth currently uses many elective mobile
services such as:
8.1.1
call forwarding;
8.1.2
call waiting;
8.1.3
diversion to Voicemail;
8.1.4
Voicemail retrieval;
8.1.5
Multimedia Messaging Service (MMS);
8.1.6
Short Messaging Service (SMS); and
Note to
Tenderer
8.1.7
8.2
9
10
11
Voicemail.
Tenderers should demonstrate the ability to provide the
elective mobile services that they offer which may include
additional services similar to those outlined in clause 8.1.
Desirable
Mobile Service Coverage
9.1
The Tenderer must state the proportions and provide maps of
the areas of Australia where it provides coverage for all call
types set out in clause 5.2 of this Statement of Requirements.
Essential
9.2
Contractors will be required to maintain and continue to
provide updated maps to Customers.
Note to
Tenderers
Mobile Phone Numbers
10.1
The Tenderer should demonstrate the ability to change the
number of any mobile service at any time.
Desirable
10.2
The Tenderer should demonstrate the ability to change a
mobile service number due to nuisance calls, without
additional cost to the Customer (unless the new number is of a
higher class).
Desirable
10.3
The Tenderer may demonstrate the ability to provide Premium
Numbers. Premium numbers will be categorised into three
classes:
Optional
10.3.1
Gold – if the number provided contains, at the
Commonwealth’s request, 6 of the same number, 6
numbers in sequence or 3 identical pairs.
10.3.2
Silver – if the number provided contains, at the
Commonwealth’s request, 5 of the same number, 5
numbers in sequence, identical pairs in the same position
within triplets, 3 pairs not identical or 3 pairs in sequence.
10.3.3
Bronze – if the number provided contains, at the
Commonwealth’s request, 4 numbers in sequence, 1 triplet
with identical numbers or 2 out of 3 identical pairs.
Connection and Service Activation
11.1
The Tenderer must demonstrate the ability to ensure that 90%
of applications for mobile service activation from an Authorised
Representative will be connected within 2 hours upon receipt
of the application sent during Business Hours, with the
remaining 10% done within 24 hours, at no additional cost to
the Customer.
11.2
The Tenderer must demonstrate the ability to ensure that for
Essential
number porting between carriers, 90% of the numbers are
connected within 2 hours, with the remainder done within 24
hours, at no additional cost to the Customer.
11.3
The Tenderer must demonstrate the ability to suspend a
service in the following circumstances:
11.3.1
the Device is lost or stolen; or
11.3.2
an Authorised Representative requests it.
11.4
12
The Tenderer must demonstrate the ability to reactivate a
suspended service.
SIM Cards
12.1
13
Essential
The Tenderer must demonstrate the ability to provide SIM
cards at no additional cost to the Customer.
Essential
Roadmaps
13.1
Tenderers should provide a roadmap for provisioning for 4G,
Long Term Evolution and other technologies they consider
relevant.
Desirable
CATEGORY 2 – DEVICES
14
Mobile Device Requirements
14.1
Four separate Classes of Device with varying functionally requirements are
required as described in Table 1: Device Class Descriptions:
14.1.1
Class 1 – Requirements for senior executives and other like staff (mobile
and Smartphone handsets);
14.1.2
Class 2 – Requirements for general staff (mobile handsets);
14.1.3
Class 3 – Requirements for technical staff and developers, as well as staff
with special needs (mobile and Smartphone handsets); and
14.1.4
Class 4 – Requirements for staff with Mobile Broadband access needs.
14.2
The Tenderer must demonstrate the ability to provide the Class requirements as
described in Table 1: Device Class Descriptions for each Class covered by its
Tender.
Table 1: Device Class Descriptions (Essential Capability Requirements)
Class
Description
Capability
Requirement
Class
1
Requirements for senior executives and other like staff
Essential
The people utilising these Devices are those that require the ability to
stay in contact at all times. Devices must enable users to:


make and receive voice calls;
make and receive SMS messages;


create, send and receive emails;
synchronise their Device to so that data can be transferred to
and from a workstation or laptop;
have Internet/intranet connectivity;
open attachments from emails;
make and receive MMS; and
have Wireless and Bluetooth connectivity.




Class
2
Requirements for general staff
The people using these Devices have a minimum requirement for the
ability to:


Class
3
Essential
make and receive voice calls; and
make and receive SMS messaging.
Requirements for technical staff and developers as well as staff with
special needs
Essential
The people utilising these Devices have a minimum requirement for the
ability to:



make and receive voice calls;
make and receive SMS messaging;
synchronise their Device so that data can be transferred to and
from a workstation or laptop;
have Internet/intranet connectivity;
create, send and receive emails;
open attachments from emails; and
have their Device act as a pager.




Class
4
Requirements for staff with Mobile Broadband access needs:
Essential
The people utilising these Devices have a minimum requirement for the
ability to:

establish a Mobile Broadband connection utilising HSDPA, 3G
or other technologies available from carriers within Australia;
transfer data across the Mobile Broadband connection at all
speeds available from the underlying connection technology;
and
install and operate the interface and control software on a
range of operating systems.


Capability
Requirement
14.3
The Tenderer must demonstrate (in relation to the Classes
covered by its Tender) the ability to provide:
14.3.1
Class 1, Class 2 and Class 3 Devices with the following “In
the Box” Accessories:
(a)
instruction manual;
(b)
battery;
(c)
charger; and
Essential
(d)
wired headset.
14.3.2
Class 1 and Class 3 Devices which include a USB data
transfer cable for connecting the Device to a PC or laptop.
14.3.3
Class 4 Devices with the following “In the Box”
Accessories:
(a)
instruction manual; and
(b)
interface and control software;
14.3.4
Devices which include, as “In the Box” Accessories, any
additional Accessories reasonably required for the
successful operation of the Device.
14.3.5
Devices and Accessories which are approved for use in
Australia. Devices and Accessories must meet the
minimum safety and network integrity standards set by the
Australian Communications and Media Authority (ACMA).
14.3.6
Class 1, 2 and 3, Devices must not be subject to:
(a)
SIM locking or any other mechanism that will
prevent the use of a different SIM to the one
originally supplied; or
(b)
any mechanism that prevents the use of the
Device on another infrastructure, such as VOIP,
other than for the prevention of illicit use.
14.4
15
The Tenderer may demonstrate the ability to offer Optional
capabilities, which the Customer may choose to have included
with the Device depending on Agency requirements.
Optional
Disablement and Enablement of Capability
15.1
The Tenderer must demonstrate the ability to disable
capabilities of the Device so that the Device has only the
Essential features for the Class in which it falls.
15.2
The Tenderer must demonstrate the ability to enable and
disable additional capabilities for Agencies in order to meet
their specific needs.
15.3
Where a capability is not an Essential requirement or has not
been specifically agreed by the Customer, the Customer will
not be liable for any Charges in relation to that capability
including but not limited to disablement or enablement charges
or any usage of that capability incurred by the user.
Essential
Note to
Tenderers
16
Security Requirements
16.1
17
The Tenderer must demonstrate the ability to offer
Smartphones that are compatible with software that is listed on
the Evaluated Product List as put out by Defence Signals
Directorate. This list can be found at
http://www.dsd.gov.au/infosec/evaluation_services/epl/epl.html
Essential
Data Sheets
17.1
The Tenderer must demonstrate the ability to provide a data
sheet detailing the specification for each Device.
17.1.1
Class 1, Class 2 and Class 3 Device specifications must
include, and are not limited to:
(a)
battery standby and battery talk time;
(b)
energy consumption;
(c)
charge time;
(d)
size and weight of Device;
(e)
screen size (actual size and number of lines of
text);
(f)
phone book capacity;
(g)
SMS capability;
(h)
mobile internet capability;
(i)
MMS capability;
(j)
GPS capability;
(k)
camera capability;
(l)
predictive text capability;
(m)
data communication capabilities;
(n)
integrated phone/PDA capabilities;
(o)
ability to communicate with PC, laptop, PDA
and other devices (with no additional hardware
required and with necessary software provided),
including but not necessarily limited to:
(i)
(ii)
(iii)
(iv)
Bluetooth;
ability to use Device to connect a
laptop/PDA to the internet;
back-up of phone-book and other
features to laptop or other Device
(including compatibility with standard
office tools such as Microsoft Outlook
and Lotus Notes);
calendar synchronisation between
Device and PC, laptop, PDA etc.
Essential
17.1.2
17.2
(p)
speech recognition (for phone book and other
functions);
(q)
specific absorption rate rating (measure of the
level of human exposure to radio frequency
emissions);
(r)
compatibility for use with hearing aids and
similar equipment;
(s)
Speaker Phone;
(t)
Vibrate;
(u)
Dual-mode or Multimode; and
(v)
the countries and/or regions in which the Device
will operate (including any limitations on
functionality whilst in these countries and/or
regions).
Class 4 Device specifications must include, and are not
limited to:
(a)
energy consumption;
(b)
size and weight of Device;
(c)
network technologies supported;
(d)
operating systems supported;
(e)
ability to communicate with PC, laptop (with no
additional hardware required and with
necessary software provided);
(f)
specific absorption rate rating (measure of the
level of human exposure to radio frequency
emissions); and
(g)
the countries and/or regions in which the Device
will operate (including any limitations on
functionality whilst in these countries and/or
regions).
Finance may reasonably change these requirements from time
to time to reflect changes in technology and the Australian
mobile telephony market. Changes will be effected in
accordance with the terms of the Official Order.
18
CATEGORY 3 – ACCESSORIES
19
Accessories
19.1
The Tenderer must demonstrate the ability to provide at a
minimum, the following Accessories for Class 1, Class 2 and
Note to
Tenderers
Capability
Requirement
Essential
Class 3 Devices:
19.1.1
batteries;
19.1.2
AC chargers; and
19.1.3
USB cables.
19.2
The Tenderer should demonstrate the ability to provide other
Accessories including, but not limited to:
19.2.1
alternate wired headsets;
19.2.2
Bluetooth headsets;
19.2.3
fixed vehicle kits;
19.2.4
portable vehicle kits;
19.2.5
pouches/holders;
19.2.6
DC chargers;
19.2.7
universal chargers; and
19.2.8
memory cards of various capacities.
Desirable
ASSOCIATED SERVICES
20
Supply and Delivery of Hardware Services
20.1
The Tenderer must demonstrate the ability to:
20.1.1
supply and provide free delivery of all Devices,
Accessories and/or SIM cards (Hardware Services);
20.1.2
deliver Hardware Services to the nominated office of the
Agency;
20.1.3
deliver to Metropolitan, Rural and Remote Areas of
Australia and internationally;
20.1.4
provide a flexible and responsive arrangement, whereby
Agencies can obtain Hardware Services quickly;
20.1.5
operate within the maximum delivery times outlined in
Table 2: Maximum Delivery Times for Hardware Services,
unless otherwise agreed with the Customer.
Table 2: Maximum Delivery Times for Hardware Services
Area
Maximum Delivery Time
Metropolitan
Next Business Day
Rural
2 Business Days
Remote
3 Business Days
International
5 Business Days
Capability
Requirement
Essential
21
22
23
Installation of Fixed Vehicle Kits
21.1
The Tenderer may offer installation of fixed vehicle kits for
hands-free operations of Devices, on an ‘as and when
required’ basis.
Optional
21.2
Vehicles that are used for regional travel may require fixed
vehicle kits with higher gain antennas (e.g. direct coupled
antennae) that will give maximum coverage from mobile phone
base stations. Such kits must comply with State and
Commonwealth statutory requirements regarding mobile
telephone service use.
Note to
Tenderers
Hardware Services Acquisition
22.1
The Hardware Services will be sold under the Work Orders
rather than leased or transferred through arrangements which
bundle minimum call and data volumes into the apparent cost
of the Hardware Services.
22.2
Agencies will nominate a number of Authorised
Representatives who are authorised to order Hardware
Services. The Contractor will not accept orders for Hardware
Services from any persons who are not Authorised
Representatives.
Note to
Tenderers
Service Desk
23.1
The Tenderer must demonstrate the ability to provide:
23.1.1
a Service Desk for:
(a)
receiving and responding to Carriage and
Hardware Services features and functions
queries;
(b)
service ordering;
(c)
Fault reporting; and
(d)
ad-hoc user assistance.
23.1.2
a Service Desk able to be contacted through a freecall or
toll-free number.
23.1.3
a Service Desk that accepts and deals with requests:
23.1.4
(a)
for Associated Service ordering and Fault
reporting, from Authorised Representatives; and
(b)
for receiving and responding to Carriage and
Hardware Services features and functions
queries and ad-hoc user assistance, from any
Customer Personnel.
a priority number available for network support on a 24x7
basis for the use of Authorised Representatives and
Essential for
Categories 1
and 2
Desirable for
Category 3
Customer Personnel seeking assistance with network
issues, including urgent coverage problems and system
outages.
(a)
24
Priority support
24.1
25
The Tenderer should demonstrate the ability to provide Priority
Support in addition to the Service Desk, providing additional
support to VIPs, executives and other Customer Personnel
nominated as Priority Personnel. Tenderers should outline
their approach to Priority Support in their response.
Desirable
Dedicated Account Team
25.1
26
Service Desk contact details must be provided
in each Work Order that is signed in regards to
Carriage and Devices.
The Tenderer must provide details for a dedicated team to
provide account management services to Customers. Such
dedicated staff must include but not be limited to, specifically
for the Australian Government, the following capabilities:
25.1.1
a billing specialist;
25.1.2
an accounts executive;
25.1.3
a technical escalation contact; and
25.1.4
the Contractor Representative.
Essential
Fault Repair and Service Restoration
26.1
The Tenderer must demonstrate the ability to maintain
adequate stocks of replacement parts and equipment to
support the Services supplied under the Official Order and any
Work Order and ensure that all facilities and resources (such
as vehicles, equipment and personnel) that are necessary to
properly provide the Services are available at all time for that
purpose.
Essential
26.2
The Tenderer should state whether it is able to remotely delete
stored data on lost or stolen Hardware Services. The Tenderer
should provide details of this facility.
Desirable
26.3
The Tenderer must demonstrate the ability to provide
notification in writing to the Customer’s Representative of any
major disruptions, degradation or outages of Services or
networks and escalate problem resolution in accordance with
the Official Order and notify the nominated Customer
Representative at each stage of escalation as and when the
problem has been escalated.
Essential
27
28
29
Lost or Stolen Hardware Services
27.1
The Tenderer should demonstrate the ability to track and
deactivate lost or stolen Hardware Services which is activated
onto its or a competitor’s network to facilitate its recovery.
Desirable for
Category 1
27.2
The Customer will not be liable for any Charges in relation to
the Device and/or SIM card (except the standard account
keeping fee if applicable) that are incurred after the Contractor
is informed by a Customer that a Device and/or SIM card has
been lost or stolen and is to be deactivated.
Note to
Tenderers
Reporting Requirements
28.1
The Tenderer should describe its system for generating
reports.
28.2
The Tenderer should describe, with samples, all those reports
which it proposes to provide to Customers, a summary of the
content of each report and the applicable reporting cycles.
28.3
The Tenderer must demonstrate how it would meet the
Commonwealth’s requirements for reporting, outlined in the
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Desirable
Essential
Invoicing
29.1
Tenderers should demonstrate the ability to provide a flexible
invoicing and financial reporting system that enhances
management control over telecommunications. The system
should recognise four levels of accountability:
29.1.1
Level 1 – the Agency as a whole;
29.1.2
Level 2 – a section within an Agency;
29.1.3
Level 3 – a subsection within an Agency; and
29.1.4
Level 4 – an individual number according to user.
Desirable
29.2
Each Customer should be able to nominate the level at which
it will be billed for each Service, and the levels at which
financial or Service reports will be generated.
29.3
Contractors should be prepared to negotiate with Customers
for billing information to be provided in an agreed format to suit
existing internal billing processes (e.g. CSV format).
Note to
Tenderers
29.4
The Tenderer should provide details of any method it is able to
provide which would enable the Customer to identify personal
calls and the cost to the Customer of those calls so as to
facilitate the recovery of the cost from the caller.
Desirable
29.5
The Tenderer should provide sample monthly bills or
descriptions of their billing software which demonstrate their
ability to meet the requirements in this clause 29.
30
Environmental Considerations
30.1
The Commonwealth is conscious of the need for Agencies to
better manage and reduce the environmental impacts from the
use of telecommunications commodities.
30.2
The Commonwealth’s environmental policy will influence its
procurement activities. Environmental factors which will be
considered by Finance include:
30.2.1
use of materials and processes in manufacturing the
Services;
30.2.2
energy consumption by the Hardware Services;
30.2.3
reduction of the Commonwealth's Greenhouse Gas
emissions and thereby the Government's overall carbon
footprint as a result of procuring the Services;
30.2.4
reduction of waste;
30.2.5
packaging of the Hardware Services; and
30.2.6
end-of-life recycling of the Hardware Services.
30.3
Tenderers should identify the following in relation to the
packaging of the Hardware Services:
30.3.1
whether the Tenderer is a signatory to the National
Packaging Covenant (or its successor);
30.3.2
where packaging is necessary, how the Tenderer will
ensure the maximum use of recycled materials and use of
biodegradable packaging;
30.3.3
the minimum number of any of the Hardware Services
nominated in a Tender where the Tenderer is able to utilise
bulk packaging, rather than individual packaging; and
30.3.4
whether the Tenderer has a take-back program for
packaging whereby all packaging at the time of delivery is
taken back and reused or recycled.
30.4
Tenderers should indicate their capability to handle end-of-life
recycling including the following:
30.4.1
the percentage of recyclable components of the Hardware
Services;
30.4.2
re-use of the Hardware Services as a complete unit; and
30.4.3
any proposals for the reuse of the Hardware Services to
non-government organisations, including schools or
Indigenous communities.
Note to
Tenderers
Desirable
31
Rebates
31.1
Tenderers must propose a performance management
framework for calculating Rebates to apply to the Services
under any Work Order in accordance with the following
guidelines:
31.1.1
the system should be simple to understand, implement and
manage;
31.1.2
the Customer’s entitlement to Rebates should be visible
from a report generated by the Contractor’s reporting
system and should not require manual calculation; and
31.1.3
the system should encourage the Contractor to meet the
Performance Factors, which reflect the Customer’s key
business needs. The system should not reward
performance in excess of the Customer’s business needs.
Finance does not intend to agree to any performance
management framework that includes incentive payments
to Contractors.
Essential
32
Performance Factors
32.1
The Performance Factors are the standards required for delivery of the Services.
32.2
The Performance Factors and their measurement set out in this clause 32 are
intended to measure how well the Contractor meets the Customers’ business
requirements as set out in this Part F – Statement of Requirements and the Official
Order.
32.3
The following Performance Factors and associated arrangements are preferred by
the Commonwealth; however the Tenderer may propose an alternative
arrangement for inclusion in the Official Order.
32.4
Fault Management
32.4.1
A Fault may be either a Hardware Services Fault or a Service Fault.
32.4.2
A Hardware Services Fault is a fault in an item of Hardware Services which
requires repair, replacement or modification of the Hardware Services.
32.4.3
A Service Fault is a fault in a Service (other than Hardware Services)
provided by the Contractor. A Service Fault includes the inability to originate or
receive a call in a location which has adequate signal coverage and the
inability to transmit data to or from a data modem. A failure of a supporting
system such as a reporting or billing system is also a Service Fault.
32.4.4
The Contractor must identify, manage and resolve Faults so as to meet the
Performance Factors.
32.4.5
Any Authorised Representative may report Faults to the Service Desk.
32.4.6
The Contractor must detect, log, manage and resolve Service Faults and
Hardware Services Faults reported by Authorised Representatives to the
Service Desk so as to meet the Performance Factors.
32.4.7
The Contractor must maintain Fault history records and provide monthly Fault
management reports to the Customer and/or the Finance Representative in
the manner, and to meet the requirements, set out in the Official Order and
any Work Order.
32.4.8
The Tenderer should describe its methods and procedures for:
32.4.9
(a)
detecting and confirming Faults in any Service;
(b)
categorising Faults according to their criticality to the Customer
and/or Finance Representative;
(c)
responding to Faults;
(d)
escalating complicated Faults to higher levels of diagnostic skill;
(e)
reporting progress on Fault resolution to the Customer and/or
Finance Representative;
(f)
resolving the Fault; and
(g)
closing the Fault with the Customer.
The Tenderer should propose an automated system to log, respond to and
manage all Faults reported by Authorised Representatives and to report on
Faults. The reports provided from the automated system should be in
accordance with the performance management framework (if any) specified in
the Official Order and a Work Order and be sufficient to be able to be used for
the purpose of calculating Rebates.
32.4.10
The Contractor must provide post-Fault review reports which analyse the
nature and cause of each Fault and recommend actions to reduce recurrences
of the Fault. Post-Fault review reports should be delivered to the Customer
Representative. The Tenderer should provide details of its proposed solution
and how it will meet the requirements of the Commonwealth set out in this
clause 32.4.
32.4.11
The Tenderer should include a full description of its proposed reporting
frequency and content for Fault reports.
32.5
Fault Response Time and Fault Resolution Time
32.5.1
The Fault Response Time means the elapsed time between when the
Service Desk registers the Fault and the time when the Service Desk advises
the relevant users of the steps being taken, or the steps to be taken, in order
to rectify the Fault.
32.5.2
The Fault Resolution Time means the elapsed time between when the
Service Desk registers the Fault and the time when the Service Desk advises
the relevant users of the resolution of the Fault, and the applicable Hardware
Services or Service is available for use in accordance with the Performance
Factors.
32.5.3
Where the actual Fault Response Time falls below the specified Performance
Factors, the Customer will be entitled to a Rebate.
32.5.4
Where the actual Fault Resolution Time falls below the specified Performance
Factors, the Customer will be entitled to a Rebate.
32.5.5
If the Customer accepts a workaround for a Service Fault, and the workaround
restores the Service to the level of functionality agreed by the Customer when
accepting the workaround, any Rebate will be calculated as though the
Service had been restored at the time the workaround is implemented.
32.5.6
The maximum Fault Response Time is a Performance Factor and will be:
Table 3: Fault Response Times
Time of Fault
Notification
Business Hours
Australian Capital
Territory local time
32.5.1
Maximum Fault Response Time
Metropolitan
Rural
Remote
International
30 minutes
30
minutes
1 hour
4 hours
The maximum Fault Resolution Time for a Service Fault is a Performance
Factor and will be:
Table 4: Service Fault Resolution Time
Site Category
Maximum Service Fault Resolution
Time
Metropolitan
4 Business Hours
Regional
12 Business Hours
Remote
12 Business Hours plus 1 Business Day
International
12 Business Hours plus 2 Business Days
32.6
Variation to Performance Factors
32.6.1
32.7
Variation to Performance Factors during the Term of the Official Order
including performance requirements, reporting requirements, Fault Response
Times and Fault Resolution Times will be subject to negotiations between the
Contractor and the Customer. Changes will be made in accordance with the
Official Order.
Performance Factors
32.7.1
The Commonwealth proposes the Performance Factors outlined in Table 5:
Performance Factors.
32.7.2
A failure to meet a Performance Factor may result in the application of a
Rebate in accordance with the Official Order and any associated Work Order.
Table 5: Performance Factors
Services
Performance Factor
Notes to Tenderers
Mobile calls
Calls originate and are completed
successfully from within published
coverage areas for relevant Class of
Device.
The Tenderer should specify
the percentage of mobile calls
which its network is
dimensioned to carry
successfully.
Call drop out
The call failure rate due to call drop out
of less than 1%.
The Contractor must provide
reporting on this as part of the
ongoing contract management.
Clarity
Carriage and Devices free of any delay,
static or unreasonably low volume
issues.
The Contractor must provide
reporting on this as part of the
ongoing contract management.
Mobile data
transfers
Data transfers originate and complete
successfully from within published
coverage areas for relevant Class of
Device. Transfers will not be considered
successfully completed that include any
jitter, latency or packet loss.
The Tenderer should specify
typical and maximum values for
jitter, latency or packet loss for
mobile data transfers across
the provided network.
Service
connection
90% of applications for mobile service
connected within 2 hours of receipt of
application sent during Business Hours.
100% of applications for mobile service
connected within 24 hours of receipt of
application sent during Business Hours.
Number porting
90% of numbers connected within 2
hours.
100% connected within 24 hours.
Hardware
Services delivery
Hardware Services delivered to location
specified by the Customer on the
agreed date that meets the
requirements specified in the Official
Order or Work Order.
An Authorised Representative
will certify that Mobile Hardware
Services meets the
requirements specified in the
Official Order or Work Order.
Reporting system
Reporting system has no more than one
day of unavailability per month.
This refers to all features of the
reporting system which are
used by the Customer.
(if used)
Reports
Reports are accurate, complete and
delivered in accordance with the Official
Order and Work Order to the Customer
on or before the due date specified in
the Official Order or Work Order.
Invoices
Invoices are accurate, complete and
delivered in accordance with the Official
Order and Work Order to the Customer
on or before the due date specified in
the Official Order.
Hardware
Services loans
Compatible Hardware Services is
provided on loan to the Customer within
one Business Day of a request from the
Authorised Representative plus relevant
Delivery Time as specified in Table 27:
Maximum Delivery Times for Hardware
Services.
Lost and stolen
Devices and SIM
cards
Deactivation of the Device is achieved
within 5 minutes of notification to the
Contractor by the Customer that the
Device or SIM card requires
deactivation.
Replacement Device or SIM card is
available within one Business Day of
notification plus relevant Delivery Time
as specified in Table 27: Maximum
Delivery Times for Hardware Services.
Service Desk
90% of calls placed to the Service Desk
are answered within 15 seconds.
100% of calls placed to the Service
Desk are answered within 30 seconds.
Fault Response
Time
The Fault Response Time must not
exceed the times specified in Table 28:
Fault Response Times.
Fault Resolution
Time for Service
Faults
The Fault Resolution Time for Service
Faults must not exceed the times
specified in Table 29: Service Fault
Resolution Times.