Question:
Our firm specialises in independent Virtual CIO (vCIO) and Virtual CISO (vCISO) advisory services, with extensive experience supporting local government organisations.

We note that the Specification identifies vCIO and vCISO services as optional components of the proposed arrangement.

Our operating model is focused on providing strategic governance, assurance, vendor management and customer advocacy, independent of operational managed services delivery.

Before preparing a Tender Response, could Council please confirm whether it would be willing to consider submissions for the optional vCIO and vCISO services as a standalone offering, separate from the broader Managed Services Provider requirements?

Many thanks.

Answered on 08/Jul/2026 01:22 PM:


Council is not seeking standalone submissions for the optional vCIO and vCISO services.

Council's intention is to appoint a single Managed Services Provider capable of delivering the core managed services together with any optional services required (e.g. vCIO and vCISO).

Question:
- Can you please outline the current switching, wifi access points ( if any ), firewalls etc branding at each site?

Answered on 09/Jul/2026 05:08 PM:


SWITCHES:

3 x SOHO mixed dlink tplink,netgear

2 x DLINK DGS 1024D 24 port unmanaged

2 x DLINK DES-1016D

3 x Meraki

2 x HP 1410-24G

Dlink DGS1008A,1061A

Dlink 16 port1061A

Netgear 5 port GS205

Netgear 16 Port DGS1016A

Dlinkl 24 port DGS1024A


WIFI/Interent:

Starlink 350/30

Legacy Ubiquity - Management server

Telco Satellite - 90Mbps c

Corporate Wifi Meraki

Ubiquity - UAP-AC-M 24+ APs around council sites

Tp-Link/Digitech 10+ Units

FIREWALL:

2 x Meraki MX95

Question:
1.Does Council intend to shortlist Tenderers following the initial evaluation of submissions, or will the successful Tenderer be selected based solely on the submitted Tender Responses?

2.Does Council anticipate conducting Tenderer presentations, interviews, workshops or solution demonstrations as part of the evaluation process? if so, do you have rough idea of timeline?

3.If Council intends to shortlist Tenderers, would Council be willing to facilitate a technical discovery workshop or environment review with shortlisted Tenderers to allow a more informed understanding of the existing ICT environment prior to final pricing and contract award?

4.Would shortlisted Tenderers be provided access to additional technical documentation, including network diagrams, asset registers, system inventories, architecture documentation and operational procedures?

5.Will Council permit shortlisted Tenderers to undertake a site inspection, either remote or onsite, to better understand the environment?

Answered on 10/Jul/2026 06:35 PM:


Any further evaluation activities (e.g. interviews) will depend on the outcome of the evaluation of Tender Responses and the information Council considers necessary to make an informed procurement decision. Council will advise the relevant Tenderer(s) if any further engagement is required.

Question:
Can Council confirm the current endpoint/device count for pricing validation?

Is Transition In expected as a one-off fee or monthly cost in the pricing schedule?

Does Council expect onsite support to be purely optional, or is scheduled onsite attendance preferred?

Are current network diagrams, asset registers and application registers available for transition?

Which business applications currently lack active vendor support agreements?

Are there mandatory SLA targets to be applied, or should tenderers propose SLAs?

Is annual DR testing expected to be included in BAU or quoted as a project?

Answered on 10/Jul/2026 06:59 PM:


- Around 200.

- If a Tenderer chooses to include a Transition In cost, it is at each Tenderer's discretion to determine whether any Transition In costs are monthly or a one-off charge. Tenderers should clearly identify the basis of their pricing and any assumptions in their Tender Response.

- In accordance with the Specification, it is viewed as optional.

- Council will provide the successful Tenderer with all relevant and available documentation to support the transition. Tenderers should note that the completeness and currency of this information may vary.

- Council does not have a definitive list of business applications without active vendor support agreements. Tenderers should base their response on the Specification. The successful Tenderer will be responsible for reviewing vendor support arrangements during transition and establishing appropriate support arrangements where required.

- Council has not prescribed specific SLA targets. Tenderers are required to propose appropriate SLAs as part of their Tender Response, having regard to Council's operational requirements and the scope of services set out in the Specification.

- Annual DR testing and restoration testing is expected to be included as part of the Tenderer's BAU managed services offering. Tenderers should include all costs associated with meeting this requirement in their proposed pricing and clearly identify in their Tender Response how these costs have been incorporated to ensure pricing transparency.

Question:
1. How are current servers on prem backed up and when was it tested last?

2. Is Office 365 Backed Up?

3. What is the current warranty state of on prem servers?

4. What are the current model/make of on prem servers?

5. What are the current model/make of endpoint computers and warranty state?

6. What are the current model/make of printers and warranty state?

7. What are the Microsoft Cloud PCs used for. Would the council be willing to move to cloud endpoint computers and have thin clients instead of laptops/desktops?

8. Are Starlink services business grade or commercial grade and are they procured directly or via partner?

9. Does the island based ISP have provisions to provide faster grade services or build a current point to point wireless on the island to link all sites?

10. What are the Qantas Freight limitation if any for sending equipment to for from the island?

Answered on 14/Jul/2026 09:45 AM:


1. There is an offsite backup into Microsoft Azure using MABS for critical server roles. Restores were completed from the MABS backup approximately 1 month ago. Additionally, there is a local backup instance using Veeam, however this service is not currently functional.

2. There are no 3rd party backups currently implemented for Microsoft 365 services.

3. Two HP nodes are currently warranted until July 2027. All remaining on-premises servers are outside of their warranty terms.

4. IBM System x3650 M4.

5. Mix of HP and Dell. The Dells are in warranty; the HPs are mixed warranty status.

6. HP MFP4301,

HP MFP M776,

HP MFP M776W,

HP MFP4301,

HP MFP4301,

Canon iR-ADV C5870 Printer,

Epson TM-m30,

Most of these printers are out of warranty.

7. Council uses the virtual desktops as a way for a remote worker to access Council resources and our ERP. Thin clients may have issues as internet access is not always reliable. However, Council welcomes Tenderers' expertise and recommendations regarding alternative solutions where they can demonstrate equivalent or improved functionality, performance, security and resilience.

8. Hypha is the provider for the Council Starlink. The Starlink is 350/30.

9. No – there is limited dark fibre on-Island.

10. It is the responsibility of each Tenderer to undertake its own due diligence regarding freight and logistics arrangements, including any limitations, requirements or constraints associated with transporting equipment to and from Norfolk Island.

Question:
How many printers and multifunction devices are included in the scope, and can Council provide an asset list including make, model and location?


Are the printers owned by Council, leased under a managed print arrangement, or covered by existing maintenance contracts?


Is the successful MSP expected to provide printer support only, or also manage vendors, consumables, procurement and replacement planning?

Answered on 15/Jul/2026 12:41 PM:


- Printers are as follows:

HP MFP4301,

HP MFP M776,

HP MFP M776W,

HP MFP4301,

HP MFP4301,

Canon iR-ADV C5870 Printer,

Epson TM-m30

- Printers are owned by Council, but on a managed print arrangement.

- The successful MSP expected to provide printer support.

Question:
1. What is the current contract expiry date with the incumbent Managed Services Provider?

2. Is the incumbent MSP eligible to tender?

3. What are the primary reasons Council has elected to go to market?

4. Which aspects of the current service are working well?

5. Which areas of the current service require significant improvement?

6. Are there any known contractual obligations that may affect transition to a new provider?

7. Can Council provide an inventory of all ICT systems, platforms and services currently managed by the incumbent MSP?

8. Which components of the current ICT environment are owned by Council and which are owned, licensed or managed by the incumbent MSP?

9. Does Council have a preferred commercial model (per user, per device, fixed monthly, hybrid or other)?

10. Should project work be quoted separately from managed services?

11. Should accommodation and freight costs be included in pricing?

12. Is there an expected annual project budget?

13. What percentage of current tickets are Incidents, Service Requests, Changes and Projects?

14. Can Council provide ticket statistics for the past 12 months?

15. How many after-hours incidents occur annually?

16. Are there any users requiring executive or VIP support?

17. Are there any seasonal support peaks?

18. Is there currently an onsite technician employed?

19. Will that resource remain after contract award?

20. Is Council expecting the successful MSP to employ local resources?

21. What onsite response times are expected?

22. Are there secure storage facilities for spare equipment?

23. Does Council maintain spare hardware onsite?

24. What are the roles and responsibilities of each internal ICT council resource?

25. Does the Council provide 'hands and feet' support under the direction of the successful MSP?

26. What activities would Council expect internal ICT staff to undertake on behalf of the MSP?

27. If no dedicated ICT staff are employed, are there nominated Council employees at each site who can assist?

28. Does Council have an expectation for maximum onsite response times for Priority 1, 2 and 3 incidents?

29. Would Council consider a hybrid support model?

30. Will Council provide workspace and access for visiting engineers?

31. Are there any site access, security clearance or induction requirements?

32. Does Council have any preferred local contractors?

33. Are there designated onsite personnel for critical infrastructure?

34. What hypervisor platform is currently in use?

35. Can Council provide current server specifications?

36. Can Council provide current storage specifications?

37. What SAN or NAS platform is deployed?

38. What are current storage utilisation levels?

39. What are current CPU and memory utilisation levels?

40. What hardware is currently under vendor warranty?

41. What hardware has reached end of life?

42. What infrastructure refresh projects are already approved?

43. Can Council provide the current Azure architecture?

44. What is the current monthly Azure spend?

45. Which workloads currently reside in Azure?

46. Which workloads remain on-premise?

47. Is there an approved cloud migration roadmap?

48. Does Council have reserved instances?

49. Are there existing Azure governance policies?

50. Is Azure Landing Zone implemented?

51. Who currently manages Microsoft licensing?

52. Is Council purchasing through a CSP today?

53. Are all Microsoft licences transferable?

54. Is there an Enterprise Agreement?

55. Are there any licensing compliance issues?

56. What is the current Microsoft Secure Score?

57. What is the current Compliance Score?

58. Is Microsoft Copilot fully deployed?

59. Are SharePoint governance policies established?

60. Is Microsoft Teams Voice fully operational?

61. Are Teams Rooms fully configured?

62. Can Council provide IP addressing documentation?

63. What firmware versions are currently deployed?

64. Which sites are connected by Fibre/Starlink/Satellite/4G/ADSL?

65. Are there any recurring connectivity issues?

66. Are network configurations fully documented?

67. Are Cisco Meraki licences current?

68. Are there any planned network upgrades?

Answered on 15/Jul/2026 03:10 PM:


1. 30 September 2026.

2. Yes, this is a public Invitation to Tender Anyone who chooses to, can tender.

3. Current contract is expiring.

4. Refer to Invitation to Tender Part B – Specification.

5. Refer to Invitation to Tender Part B – Specification.

6. No.

7. The current arrangements with the incumbent provider reflect Council's existing operating environment and are not necessarily the basis of this procurement. The Specification defines the future ICT service model and the services Council requires under the proposed Contract.

8. The current arrangements with the incumbent provider reflect Council's existing operating environment and are not necessarily the basis of this procurement. The Specification defines the future ICT service model and the services Council requires under the proposed Contract.

9. Council has not prescribed a preferred commercial model. Tenderers should apply their expertise in proposing a commercial model that they consider best meets Council's requirements. Regardless of the model proposed, Tenderers must ensure their pricing is itemised and transparent, and submitted in accordance with the Response Schedules - Pricing, including its structure, sections and instructions.

10. Yes. Refer to the Response Schedules – Pricing, section 12.

11. Council has not prescribed a preferred commercial model. Tenderers should apply their expertise in proposing a commercial model that they consider best meets Council's requirements. Regardless of the model proposed, Tenderers must ensure their pricing is itemised and transparent, and submitted in accordance with the Response Schedules - Pricing, including its structure, sections and instructions.

12. Yes.

13. Categorisation in this format is not available.

14. 1,551 tickets raised in the last 12 months.

15. Council does not have an after-hours support agreement.

16. On rare occasions, the two Council Administrators and the Acting General Manager.

17. No.

18. The incumbent supplier currently provides an onsite support resource.

19. No.

20. That is up to the Tenderer, but Council does have a policy preference toward employing local Norfolk Island residents.

21. As per the Specification, an onsite resource is an option. If Council accepts this option, an immediate response during Council's normal business hours would be expected while the resource is onsite. Outside of an onsite resource, Tenderers are required to clearly describe their proposed onsite support model and associated response times in their Tender Response.

22. Yes.

23. Yes.

24. The Acting Deputy General Manager oversees the contract with the MSP. This individual makes all procurement and license approval decisions.

25. Not currently, as the incumbent MSP provides an on-site resource. For the future, it is up to the Tenderer to specify how this works.

26. Council does not have dedicated internal ICT staff.

27. There are power users at each site, but it is not anyone’s specific nominated role to assist with ICT functions.

28. Where a Tenderer proposes an onsite support resource and this is accepted by Council, an immediate onsite response during Council's normal business hours would be expected while the resource is onsite. Otherwise, Tenderers should propose appropriate onsite response times as part of their Tender Response.

29. Yes.

30. Yes.

31. The MSP personnel will be required to attend Council’s standard WHS induction.

32. Council is aware of one local ICT contractor, Norfolk Island Data Services (NIDS).

33. No, this is done by the current MSP’s on-site resource.

34. Hyper-V.

35. Various physical servers exist. The primary Hyper-V cluster nodes are 3x IBM System x3650 M4.

36. Clustered storage using IBM SAN with ~16Tb of storage.

37. IBM StorWize v3700.

38. 480Gb free of 10Tb LUN (95.2%) , 640Gb free of 6TB LUN (89.4%).

39. Previous month average across three Hyper-V- cluster nodes (unbalanced) was 8.61% CPU and 38.73% RAM utilisation.

40. Council's ICT hardware environment comprises assets of varying age, condition and lifecycle status. Accordingly, the proportion of hardware that is currently under vendor warranty or has reached end of life varies across the environment.

41. Council's ICT hardware environment comprises assets of varying age, condition and lifecycle status. Accordingly, the proportion of hardware that is currently under vendor warranty or has reached end of life varies across the environment.

42. Council has not allowed for any infrastructure refresh projects in the 2026/27 Original Budget. Council is open to appropriating funding at a later date once consideration is given to specific business cases around ICT asset renewal.

43. S2S VPN from on-premises to Azure infrastructure through Azure Firewall and VNET gateway. Single primary VNET with subnets and firewall rules between services. Single subscription.

44. Approximately $5,000 AUD.

45. Domain Controllers, LOB VM's, Azure Firewall, VNET Gateway, W365 Instances, GSA routing servers, Recovery vault.

46. Domain Controllers, LOB Applications, Storage, Network applications.

47. There is no approved roadmap, but Council is aware of what on-premises resources still need to be migrated to the cloud.

48. No.

49. Baseline policies are established.

50. No.

51. Incumbent MSP.

52. Yes.

53. Yes.

54. No.

55. The successful Tenderer will be expected to assess the licensing environment during the transition phase and identify any licensing compliance issues or optimisation opportunities as appropriate.

56. 61.18%. This score is provided for information only and should not be relied upon as a comprehensive assessment of Council's cyber security or compliance posture. Tenderers should use their own expertise in developing their proposed solution and recommendations.

57. 70%. This score is provided for information only and should not be relied upon as a comprehensive assessment of Council's cyber security or compliance posture. Tenderers should use their own expertise in developing their proposed solution and recommendations.

58. Copilot is deployed and available to core Council personnel.

59. Baseline policies are established.

60. Teams voice is enabled across a small pilot group.

61. Teams Rooms is in use.

62. Not at this stage of the procurement process, but this will be made available to the preferred Tenderer.

63. This question is not specific enough for Council to provide an answer. Firmware versions for which devices?

64. Starlink is for the Bicentennial Complex, Powershed and Electricity Depot.

65. There are occasional Starlink performance issues, mainly around loss of fixed IP reservations. Norfolk Telecom provides a backup link that is stable, but significantly slower than Starlink.

66. No, only primary site network.

67. Yes.

68. No.

Question:
Question

Part 1 — On-Site Support Resource

Q1 Section B, cl. 3.2, 3.3, 3.15; Pricing Schedule – Core Services worksheet Sections 3.2 and 3.3 of the Specification require the MSP to provide “onsite support where required” and “onsite support as required to meet Council’s operational requirements” within the core scope of Services. However, the Pricing Schedule instructs Tenderers not to include the provision of onsite services in the Core Services worksheet, and Section 3.15 describes the On-Site Support Resource as optional and at Council’s sole discretion.

Please confirm that all onsite attendance — including attendance necessary to resolve incidents, replace hardware or otherwise meet the Service Levels under the core Services — will be engaged and remunerated under the Optional On-Site Support Resource arrangements (or otherwise separately compensated), and that the Core Services may accordingly be scoped and priced on a remote-delivery basis.

Q2 Section B, cl. 3.3, 3.15; proposed SLAs Where Council has not engaged the optional onsite resource and an incident or service request requires physical intervention (for example hardware replacement, cabling or physical server work), how does Council expect that work to be performed? In particular:

(a) will Council provide local “smart hands” assistance under the MSP’s remote direction; and

(b) will Service Level obligations be suspended or equitably adjusted where resolution is dependent on onsite attendance that Council has elected not to engage?

Q3 Section B, cl. 3.15 For ad hoc onsite engagements under Section 3.15, please confirm:

(a) the minimum notice period Council will provide before requiring onsite attendance;

(b) whether a minimum engagement duration will apply (for example, per day or per visit); and

(c) whether travel, accommodation, freight and mobilisation costs to and from Norfolk Island will be reimbursable at cost, in addition to the tendered rates.

Q4 Section B, cl. 3.15; Pricing Schedule – Optional Services To assist Tenderers with pricing and resource planning, and noting Council’s advice of 10 July 2026 that onsite support is viewed as optional, can Council indicate (without commitment) its anticipated pattern of onsite engagement over the initial term — for example permanent, scheduled (weekly/monthly/quarterly) or ad hoc only?

Part 2 — Business Applications Management and Vendor Support Arrangements

Q5 Section B, cl. 2.4.2, 3.7 Will Council provide, during the tender period or at transition, copies of (or a register of) all current application vendor support and maintenance agreements for the applications listed in Section 3.7, including which party holds each agreement (Council or the incumbent MSP) and the relevant expiry dates?

Q6 Section B, cl. 2.4.2, 3.7; VendorPanel Q&A 10 July 2026 Noting Council’s advice of 10 July 2026 that it does not hold a definitive list of applications without active vendor support agreements, and that the successful Tenderer will be responsible for establishing appropriate support arrangements: where no active vendor support agreement exists for an application, who bears the cost of establishing or reinstating vendor support, including any reinstatement or back-maintenance fees charged by vendors and ongoing annual maintenance charges?

Please confirm whether such costs will be treated as Council pass-through costs (payable by Council at cost or with an agreed handling margin), or whether the MSP is expected to absorb them within its managed service fee.

Q7 Section B, cl. 3.7 Please confirm the expected depth of application support under Section 3.7: is the MSP expected to provide first- and second-line support, application administration, triage, and vendor coordination/escalation — with specialist functional and application-level expertise provided by the respective software vendors — or is the MSP expected to provide specialist application-level support itself, including where no vendor support agreement is in place?

Q8 Section B, cl. 2.2 (ICT Landscape), 3.7, 3.12 For applications and platforms where the vendor no longer offers support (for example, products at or beyond end-of-life such as Windows Server 2008 and SQL Server 2008), what are Council’s expectations of the MSP in respect of support, patching and security exposure?

Will remediation, upgrade or replacement of such systems be treated as separately scoped and funded project work under Section 3.12 (Professional Services & Projects)?

Q9 Section B, cl. 3.7; Section C – Conditions of Contract Please confirm that the MSP will not be liable for Service Level failures, or for delays in incident resolution, that are attributable to the absence of vendor support arrangements or to the acts, omissions or non-performance of third-party application vendors, provided the MSP has fulfilled its coordination and escalation obligations.

Q10 Section B, cl. 3.7, 3.16 Does Council hold, and will it make available to the successful Tenderer at transition, current administrative credentials, licence entitlements and keys, configuration documentation and vendor contact details for all applications listed in Section 3.7? Where these are held by the incumbent provider or by vendors, will Council facilitate their transfer during the Transition In period?

Q11 Section B, cl. 3.7 (OT applications) For Council’s Operational Technology systems — including the Electricity SCADA System, Starlink Power Generation Software, Airport Security Key Management and Radio Server Software — please confirm that the MSP’s scope is limited to first-line support, infrastructure administration, vendor coordination and incident management, with application-level engineering and specialist support remaining the responsibility of the relevant specialist vendors.

Part 3 — Transformation Budget and Legacy Risk Remediation

Q12 Section B, cl. 2.4.1, 2.4.2, 3.12 Sections 2.4.1 and 2.4.2 identify that Council’s on-premises server and storage infrastructure is approaching end-of-life, that disaster recovery capability is limited, and that several line-of-business applications lack active vendor support — with certain platforms (for example Windows Server 2008 and SQL Server 2008) already beyond end-of-support.

Has Council allocated capital and/or operational budget within the initial Contract term to remediate this legacy, end-of-life and end-of-support infrastructure and application risk? If so, can Council provide an indication of the intended scale and timing of that investment (for example, by financial year), to enable Tenderers to propose an appropriate delivery approach and resourcing model?

Q13 Section B, cl. 3.12, 3.13; Pricing Schedule Alternatively, is Council’s expectation that remediation of legacy/EOL/EOS infrastructure and applications will first be identified and prioritised through strategy and roadmap activities (for example under the optional vCIO services in Section 3.13), with remediation then scoped, approved and funded by Council as separate project work under Section 3.12?

Please confirm that Tenderers should not include any legacy remediation, infrastructure renewal or disaster recovery uplift works within their Core Services pricing, other than the annual DR and restoration testing confirmed in Council’s response of 10 July 2026, and that the MSP will not be accountable for risks or Service Level impacts arising from legacy/EOL/EOS systems pending Council’s approval and funding of remediation projects.

END OF QUERIES

Answered on 15/Jul/2026 03:47 PM:


Q1. The intent of the optional onsite resource is that it be a full-time onsite resource available during Council's normal business hours of 8:00 am to 4:00 pm, Monday to Friday (Norfolk Island time). Tenderers are required to price this option in the Pricing Schedule – Optional Services – Section 1. It is entirely at Council's discretion whether this optional onsite resource is engaged. If Council elects not to engage the optional onsite resource, Tenderers must clearly describe and price, as part of the Core Services, how they will provide all onsite attendance they consider necessary to meet the proposed Service Levels and all other requirements of the Contract.

Q2(a). Yes this will be considered. The Tenderer should specify what would be required.

Q2(b). The Tenderer can propose in their Tender Response, how this should work.

Q3(a). For ad-hoc engagements, Council will endeavour to provide a minimum of three (3) weeks notice.

Q3(b). This will be negotiated per visit.

Q3(c). Yes – however, Council reserves the right to provide accommodation for the MSP personnel in its owned residential units.

Q4. Tenderers can nominate this based on their experience.

Q5. Yes, these will be provided to the awarded tenderer during the transition period.

Q6. Council has not prescribed how these costs are to be treated. Tenderers should propose their preferred commercial approach, including how the costs of establishing or reinstating vendor support arrangements and any associated reinstatement, back-maintenance or ongoing maintenance fees will be managed. Tenderers must clearly state their proposed approach and ensure any associated costs are transparently reflected in the appropriate sections of the Pricing Schedule.

Q7. Line of business support should be at least Level 1 with the ability to lodge cases and follow-up on behalf of Council with the line of business vendors, if necessary.

Q8. It is expected that the MSP makes recommendations to Council around uplifting these deprecated systems, but continues to maintain them to the best of their ability until such time as Council secures the appropriate funding for the uplift. Tenderers should indicate where these types of projects would fall in their response and returned pricing schedule.

Q9. Council acknowledges that the successful Tenderer will not have direct control over the performance of third-party application vendors. Tenderers should clearly identify in their Tender Response any assumptions, exclusions or dependencies relating to vendor support arrangements and Service Level performance. Council will consider the proposed commercial and contractual approach as part of the evaluation process.

Q10. Yes.

Q11. Yes.

Q12. Council has not allowed for any infrastructure refresh projects in the 2026/27 Original Budget. Council is open to appropriating funding at a later date once consideration is given to specific business cases around ICT asset renewal.

Q13(a) Yes.

Q13(b) It is confirmed that Tenderers should not include any legacy remediation, infrastructure renewal or disaster recovery uplift works within their Core Services pricing, other than the annual DR and restoration testing confirmed in Council’s response of 10 July 2026. Notwithstanding this, the successful MSP will be required to support legacy, EOL and EOS systems as part of the Core Services. Tenderers may recognise that there may be practical and technical limitations associated with supporting such systems and should clearly identify any assumptions, exclusions or limitations in their Tender Response.

Question:
Also what are the current model printers and are they under a support agreement with a provider and does that provider come to the island to service printers

Answered on 15/Jul/2026 04:43 PM:


Printers are as follows:

HP MFP4301,

HP MFP M776,

HP MFP M776W,

HP MFP4301,

HP MFP4301,

Canon iR-ADV C5870 Printer,

Epson TM-m30

Printers are owned by Council, but on a managed print arrangement.

Question:
Also are computers managed via Azure AD and Intune or Local GPOs and Local AD

Answered on 15/Jul/2026 03:48 PM:


Intune.

Question:
1. What responsibility does the MSP have for OT systems including SCADA, airport systems, CCTV and radio infrastructure?

2. What are the required RTO and RPO objectives for critical services?

3. Can Council provide visibility of any planned technology initiatives, transformation programs, or major projects expected during the contract term?

Answered on 15/Jul/2026 04:49 PM:


1. the MSP’s scope would include first-line support, infrastructure administration, vendor coordination and incident management, with application-level engineering and specialist support remaining the responsibility of the relevant specialist vendors.

2. The Tenderer should propose Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) for all critical ICT services as part of its Disaster Recovery Plan. The proposed RTOs and RPOs must align with industry best practice and Council's operational requirements and will be subject to Council's approval.

3. No initiatives are planned.

Question:
Can you please confirm the rough number of computers and virtual servers. Also what is rough size of all the data on the servers.

Answered on 16/Jul/2026 09:43 AM:


Around 160 computers and 7 virtual servers. The SAN storage utilisation levels are 480Gb free of 10Tb LUN (95.2%), 640Gb free of 6TB LUN (89.4%).

Question:
Please confirm the number of users spilt into Full Time / Part Time / Casual / Vaction

Answered on 16/Jul/2026 09:50 AM:


As provided in the Specification, Council has around 158 Full Time Equivalent (FTE) staff.

Council has around 160 computers.

Roughly:

- 104 Full Time staff,

- 15 Part Time staff,

- 115 Casual (not all have network accounts or computers).

Question:
Are their any Apple Mac Laptops in use?

Answered on 16/Jul/2026 09:45 AM:


No.

Question:
The table uses "Monthly" columns in line with the recurring service sections, however Transition In Services are a one-off engagement delivered during the transition period rather than an ongoing monthly cost.

Could Council please advise its preferred approach for presenting this? For example:

Enter the total one-off transition fee in the "Monthly Total Cost" column and note it clearly as a one-off charge; or

Apportion the one-off cost across the contract term as a monthly figure; or

An alternative approach that Council would prefer.

Answered on 23/Jul/2026 11:33 AM:


If a Tenderer chooses to charge for Transition In Services, they may determine the basis on which those services are priced.

If a Tenderer elects to charge a one-off Transition In fee, the total amount should be entered in the "Monthly Total Cost" column and clearly identified in the "Basis for Pricing" column as a one-off Transition In charge.

Question:
Schedule 6B requests a current resume for each of the nominated Key Personnel. We would like to confirm the level of detail Council requires, to make sure we present this consistently.

Specifically, does Council require:

A full individual resume for each Key Person; or

A concise role and responsibility summary covering each person's relevant experience and qualifications for their role in this contract; or

A role summary supported by a LinkedIn profile link as the reference for detailed career history.

Answered on 23/Jul/2026 01:46 PM:


Council requires a current resume for each nominated Key Person, as requested in Schedule 6B.

The intent is to minimise additional effort for Tenderers by allowing the use of existing resumes, rather than requiring the preparation of role-specific summaries or other bespoke documentation.

Question:
Good morning,

Can you please confirm if joint or partnership submissions are permitted for this procurement?

Thankyou,

Answered on 24/Jul/2026 02:37 PM:


Yes, they are.

Question:
Hi Team,

It would be appreciated if you can please provide some additional clarity on the below item:

The Core Services worksheet instructs tenderers not to include the provision of onsite services. Council's response to clarification Q1 (Part 1 — On-Site Support Resource) requires that, where the optional On-Site Support Resource is not engaged, tenderers price within Core Services all onsite attendance necessary to meet the proposed Service Levels. So that all submissions are prepared and compared on a consistent basis, can Council confirm how it wishes the cost of that onsite attendance to be presented in the Core Services worksheet, for example as a separately identified Core Services line item, notwithstanding the worksheet's general instruction to exclude onsite services?

Answered on 27/Jul/2026 11:44 AM:


As set out in Section 3.15 of the Specification, Council may, at its sole discretion, require the MSP to provide an onsite ICT support resource between 8:00 am and 4:00 pm, Monday to Friday (Norfolk Island time). This is an optional requirement and should be priced in the "Optional Services" worksheet.

Outside of this optional requirement, Council is not prescribing how the MSP is to deliver the Services. Council expects each Tenderer, as the ICT service delivery expert, to determine the most appropriate delivery model to meet the requirements of the Specification.

If a Tenderer determines that onsite visits or an ongoing onsite presence are necessary to deliver any of the required Core Services, the associated costs should be included in the "Core Services" worksheet under the relevant service category. For example, if an onsite presence is required to deliver End User Management and Service Desk services, those costs should be included within that section of the Core Services pricing schedule. The same approach should be applied to any other Core Service requiring an onsite presence.

If on site visits are included as part of a Tenderer's service delivery model, the Tenderer should clearly describe the assumptions underpinning their pricing in the "Basis for Pricing" column, including details such as the proposed frequency of onsite visits, expected duration of each visit, the activities to be undertaken during those visits, and any other assumptions relevant to the pricing submitted.

Question:
While reviewing the tender documentation, we noted the requirement for Cyber Security Insurance of not less than AUD 10 million for the duration of the contract.

As this level of coverage is higher than we typically encounter in similar managed services engagements, we would appreciate clarification on whether there is any flexibility regarding this requirement, or if alternative levels of coverage may be considered as part of the evaluation process. Thank you

Answered on 28/Jul/2026 03:42 PM:


The tender process allows contract departures to be proposed by the Tenderer. This can include alternative levels of coverage. Council will consider these proposed departures during the evaluation process.