Tender Details
QT20255064 - ServiceNow Support Services
Business Name
Queensland Treasury
VP Reference #
VP463686
Buyers Reference #
QT20255064
Opens
Friday 06 June 2025 (E. Australia Standard Time)
Closes
Friday 20 June 2025 05:00 PM (E. Australia Standard Time) CLOSED
Supplier query cut-off
Thursday 12 June 2025 05:00 PM (E. Australia Standard Time)
Expected decision
Friday 18 July 2025 (E. Australia Standard Time)
Buyer Details
Business Name
Queensland Treasury
Location
1 William St
Brisbane City, Queensland 4000
Australia
WebSite:
https://www.treasury.qld.gov.au/
Business Info
Providing financial leadership and stewardship to the Queensland Government, ensuring that the state's finances are managed responsibly and sustainably. We have improved transparency and accountability in budget processes and are working with other government agencies to successfully implement the Queensland Government's budget. At Queensland Treasury we are investing in infrastructure and other key areas to support economic growth of Queensland.
Contact Details
The buyer has elected to have their personal and contact details hidden. These details will be revealed at the buyers discretion.
What the buyer is requesting
Details
Queensland Treasury (Treasury) is seeking a reliable and experienced industry partner for the ad hoc support and development of the ServiceNow platform.

The objectives of this engagement include developing long term relationships with experienced, Brisbane-based ServiceNow support providers, augmenting existing in-house resources and ensuring Treasury’s ServiceNow instance is well supported and achieves continuous improvement, including identifying how Treasury can effectively utilise features within our licensing for ServiceNow. The Supplier will be expected to deliver training and knowledge transfer to our internal team, enabling them to better utilise the system.

The ultimate goal is to create a more self-sufficient internal team, while also expanding and optimising Treasury's use of the ServiceNow platform to drive organisational efficiency and value.

Refer to Request for Quote for further information.


Clarifications close: midday AEST 12th June 2025 (Note the midday timeframe)

Request for Quote close: 5pm AEST 20th June 2025


The following documents are included:

Request for Quote document

Attachment 1 - Supplier Code of Conduct

Draft Contract

QITC Terms and Conditions (related to Contract)

Schedule 4 (related to Contract)

Work Order Request Template (related to Contract)
Supplier lists selected
Lists
  • IT & Telecomms
Categories selected
Categories
  • IT & Telecomms
    1: IT Services
    2: Services - Application Expertise
    3: Software - Development
Regions of Service
Locations
  • Queensland
    1: Brisbane

All Regions of Service locations are within Australia.
Information requested by others
11/Jun/2025 02:24 PM
Question:
Does Queensland Treasury require all services to be delivered entirely onshore, or would a hybrid model (e.g. onshore engagement with offshore delivery support) be acceptable?

If offshore or hybrid models are permitted, are there any specific compliance, privacy, or data sovereignty controls that must be in place?

Are there any mandatory ISO certifications (e.g., ISO 27001 for Information Security, ISO 9001 for Quality Management) required for suppliers or their service delivery?

If ISO certifications are not mandatory, would possessing them (or working towards them) be considered beneficial in the evaluation?

Additionally, would it be acceptable if the supplier has not yet obtained the certification, but has a documented and active roadmap towards certification within a defined timeframe?

Answered on 12/Jun/2025 03:34 PM:


Refer to Addendum#1
11/Jun/2025 03:32 PM
Question:
1. Evaluation Criteria Weighting

Could you please confirm whether percentage weightings are assigned to each of the six evaluation criteria listed in Section 1.4 of the RFQ? If so, could you provide the specific weightings to better align our response to your evaluation framework?

Answered on 12/Jun/2025 03:34 PM:


Refer to Addendum#1
11/Jun/2025 03:33 PM
Question:
2. Queensland Office Requirement

Is it mandatory for suppliers to have a physical office presence in Queensland to be considered for this panel? We note the preference for Brisbane-based providers and would like to clarify whether a permanent physical location is required at the time of submission, or if demonstrable local service delivery capability (e.g., dedicated QLD resources) would suffice.

Answered on 12/Jun/2025 03:34 PM:


Refer to Addendum#1
11/Jun/2025 03:33 PM
Question:
3. Use of Interstate Teams with Local Delivery

Our delivery model includes a primary team of Queensland-based ServiceNow consultants (to be fully provisioned), supported by experienced core teams located in NSW, VIC, and WA. Would this hybrid delivery model meet your expectations for local presence and responsiveness, provided the lead resources are located in Queensland and work is performed within Australia?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
11/Jun/2025 03:34 PM
Question:
4. Labour Hire Licence Timing

We currently have a Queensland Labour Hire Licence application in progress. Will suppliers with pending licence approval be considered eligible, provided that the licence is granted prior to contract execution or commencement of any Work Order?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
12/Jun/2025 09:18 AM
Question:
Date of Issue & Date of Submission:

* Date of Issue was June 7 via QTenders & VendorPanel, yet the RFQ (1._QT20255064-Request_for_Quote-ServiceNow_Support_Services.docx) states Date of issue 6 May 2025. Considering that the deadline is 20 June 2025, this provides only 2 weeks to prepare a response (including legal reviews of terms etc). Can we please suggest an extension?

Scope & Services:

* In terms of platform upgrades, what is the current capability to perform upgrades? Do you have any Test artifacts that are reliable and reusable?

* In terms of platform upgrades, what is the frequency of completed upgrades? Is it each version release or skip release (once annually)?

* Are there any current Automated Test Frameworks in place?

* How many instances are currently deployed. Test / Dev / Prod?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
12/Jun/2025 01:28 PM
Question:
Can the customer share a roadmap of activities planned during the MS period?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
12/Jun/2025 02:42 PM
Question:
Are QTC expecting completed Versions of the 3._QT20255064-ServiceNow_Support_Services-Draft_Contract.docx and 5._Schedule_4-Confidentiality_Privacy_and_conflict_of_interest_deed.docx as part of this submission?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
12/Jun/2025 02:43 PM
Question:
Are QTC expecting indicative pricing or rate card as part of this proposal. If so where should this be included?

Answered on 12/Jun/2025 03:35 PM:


Refer to Addendum#1
Updates made to this Request
12/Jun/2025 03:33 PM
Please note: The following addendum has been recently added.

1. Added: (Addendum) QT20255064 - Addendum #1.pdf

Please consider this addendum when responding.