Question:
What, if any, are the existing integrations with other systems/databases required to be considered in the response?

Does the Department permit the use of offshore (Philippines, Vietnam, India) resources, where and when appropriate?

Please confirm if the scope is limited to the details mentioned in user stories or any other functionality of WSD is expected to be built?

Should our response also include Support services for the implemented functionality in each category?

Answered on 08/Oct/2025 09:13 AM:


Hi Lincoln,

Thank you for your interest on this ITO. In response to your questions:

1. Use of Offshore Resources:

a. Offshore resources will not be granted remote access to your environment!

b. The decision to use offshore resources for development services only is at the discretion of the offeror.

2. Integration with Other Systems/Databases:

a. No existing integrations with other systems or databases are to be considered in the response for costing scenarios.

b. The scope of work is limited to the details provided in the user stories.

3. Support Services:

a. Any support services must be specified in a separate row in the costing response.

b. Support services should be priced on an annual basis.

I hope above information provides required clarity.

Kind regards

Galin

Question:
Category Section Questions Response

Category 1 – ServiceNow Development and Management Services General What is the anticipated number of fulfillers/users that would be using this ServiceNow Solution?

General Which ServiceNow version DoE are currently on? What all modules are currently in use on ServiceNow?

General How is the user adoption of the current ServiceNow platform? Are there any challenges with user experiences?

General Are there any restrictions or considerations when it comes to the use of project resources located outside Australia?  Does DoE have a requirement for all project resources to be based in Australia only?

General The scope indicates potential data migration requirements. Kindly specify the types of data that need to be migrated

General Please confirm the RFT scope with respect to ServiceNow is to deliver the solution for Category 1 – Costing Scenario 1 (Desk Reservation), Category 1 – Costing Scenario 2 (Gifts and Benefits Solution) and Managed & Development Services ?

General Please state the current ongoing implementations if any?

General Are there any security or compliance challenges with your current systems or processes?

WSD Do you intend to implement Indoor Mapping in ServiceNow?

WSD Do you have your floor maps available for AutoCAD import?

WSD How would you describe the quality of your location data (Building, Floors, Spaces, etc.)? do you anticipate any need for data cleansing and/or reformatting prior to loading into ServiceNow

WSD Do you intend to manage your space availability or reservations per Work Shifts?

WSD The Workplace Calendar Synchronization application synchronizes the reservations to your employees' calendars

WSD Do you have a list of standard services available within a space and/or meeting room by default (e.g., Projectors, Telephony systems, Whiteboard)? If yes, how many standard services would you like configured in WSD?

Gifts & Benefit Solutions How are you currently managing the approvals? Does it require integration with any third party applications?

Managed Services What is the yearly volume of ServiceNow Incidents and Service Requests DoE currently handling?

Managed Services Please confirm the required support coverage—should it be 24x7 or 8x5?

Managed Services What all API integrations currently exits in the ServiceNow Instance?

Managed Services Are there plans to integrate ServiceNow with other third party tools or systems in near future?

Managed Services Are there plans to onboard any other ServiceNow moduless in near future?

Answered on 13/Oct/2025 11:14 AM:


Hi Sanmeet,

Thank you for your interest to this ITO.

Please refer to answers below.

Q1. Category 1 – ServiceNow Development and Management Services General What is the anticipated number of fulfillers/users that would be using this ServiceNow Solution?

A1. ITMS (itil) = 1750, HRSD Fulfillers = 300 (HRSD Std), CSM Pro = 450 (fulfillers), WSD (capacity 5000), [Total Requestors = 100K for DoE]

Q2. General Which ServiceNow version DoE are currently on? What all modules are currently in use on ServiceNow?

A2. Yokomaha P6 (DoE maintains N-1 across the SPP/QPP, 1 family release per year).

ITSM Std, HRSD Std, CSM Pro/ App Engine (~10 scoped apps), WSD Pro, IntegrationHub, ITOM Visibility (Pilot), Service Portal, Mobile App (Now Agent pilot, Now Mobile pilot), Agile (incl Test Management), …

Q3. General How is the user adoption of the current ServiceNow platform? Are there any challenges with user experiences?

A3. Mature in some cases (ITSM, HRSD, WSD), and increasing. Employee Centre (EC) not utilised from HRSD Std due to DoE being large/complex organisation and different help-desk models across branches. A specific portal (SCO – Service Catalogue maintained under a governance group for consistent user experience).

Q4. General Are there any restrictions or considerations when it comes to the use of project resources located outside Australia?

Does DoE have a requirement for all project resources to be based in Australia only?

A4. All project resources to be based in Australia. Remote access may not be granted to offshore resources.

Q5. General The scope indicates potential data migration requirements. Kindly specify the types of data that need to be migrated

A5. As needed per project and scope of works. E.g. in RM v2 to DPR, business service owner may decide that releases (and related records) may need to be mapped and migrated to DPR.

Q6. General Please confirm the RFT scope with respect to ServiceNow is to deliver the solution for Category 1 – Costing Scenario 1 (Desk Reservation), Category 1 – Costing Scenario 2 (Gifts and Benefits Solution) and Managed & Development Services ?

A6. No. These are scenarios for costing purposes only. Once the SOA is formed, the department and other eligible users will issue requests for quote based on projects and services needed at the time. The scope of each project will differ.

Q7. General Please state the current ongoing implementations if any?

A7. ITOM project, Automation Modernisation (ZTP replacement and use of Integration Hub, mid-server), several (3) scoped apps (inhouse/outsourced), CMDB Project and DPR transition from RM.

Q8. General Are there any security or compliance challenges with your current systems or processes?

A8. Annual Pen Tests are conducted. Plan to move to N with more ATF (less regression overhead for business areas). Health scans show in good state.

Ongoing activities to minimise customisation and leverage more OOB.

Better use of UR.


Q9. WSD Do you intend to implement Indoor Mapping in ServiceNow?

A9. Implemented and maturing. Used in hot-desk (reservations management for AM60, and in future also for Ed House building)

Q10. WSD Do you have your floor maps available for AutoCAD import?

A10. Yes, and imported for AM60 building. Ed House AutoCAD is in the pipeline.

Q11. WSD How would you describe the quality of your location data (Building, Floors, Spaces, etc.)? do you anticipate any need for data cleansing and/or reformatting prior to loading into ServiceNow

A12. Good as new designs loaded as part of renovations and WSD implementation is recent. Some consolidation of WSD Locations and common Locations needed.

Q12. WSD Do you intend to manage your space availability or reservations per Work Shifts?

A12. Bookable spaces can be booked 2 weeks in advance (max) and for few hours at a time – business requirement.

DoE does not have Work shifts in WSD. Bookable spaces are like hot-desks.

Q13. WSD The Workplace Calendar Synchronization application synchronizes the reservations to your employees' calendars

A13. No.

Q14. WSD Do you have a list of standard services available within a space and/or meeting room by default (e.g., Projectors, Telephony systems, Whiteboard)? If yes, how many standard services would you like configured in WSD?

A14. Yes. Each room has its own AV configuration, integrated with MS Teams.

Each desk configuration is clear (i.e. screens, docking, desk type)

Q15. Gifts & Benefit Solutions How are you currently managing the approvals? Does it require integration with any third party applications?

A15. Approvals through ServiceNow workflows. Leverages Business Stakeholder (approver) licence.

No – export only required for compliance/reporting.

Q16. Managed Services What is the yearly volume of ServiceNow Incidents and Service Requests DoE currently handling?

A.16. 2024 – INCs = ~90K, UR = ~200K, CAT task = ~75K, RITM = ~100K, HR Cases = ~900K

Q17. Managed Services Please confirm the required support coverage—should it be 24x7 or 8x5?

A17. Depends on service (highly critical versus mostly critical and Product owner). Expect majority to be in DoE extended business hours 5 days 6am-6pm. Platform MS may be 24x7 if vendor support is not available over weekend on new contract and more critical systems are delivered on platform.

Q18. Managed Services What all API integrations currently exits in the ServiceNow Instance?

A18. Several integrations most “middlewared” by Departments Data Hub integration software (and in some cases Integration Hub).

e.g. IAM, MyHR TSS, SAP, MS Power BI, SCCM App Injector, CIS (Centre Information Services), Amazon Bedrock and Amazon Connect, Telstra B2B, …

Q19. Managed Services Are there plans to integrate ServiceNow with other third party tools or systems in near future?

A19. Yes. Microsoft Teams, SAP SuccessFactors, Enterprise MFA

Q20. Managed Services Are there plans to onboard any other ServiceNow moduless in near future?

A20.Yes. ITOM, CIM, SPM.

I hope above information provides required clarity.

Please mind the Important note in ITO docs that provided scenarios are for costing purpose only and offerors are not required to provide any response beyond the price information required in the Price Booklet.

Kind regards

Galin

Question:
1. Will engagements under the SOA be expected to be delivered onsite, remotely, or in a hybrid model? If hybrid or onsite, is there a typical expectation (e.g. 2 days onsite)?

2. Are suppliers allowed to refresh their rate card or update capabilities/personnel during the SOA term, particularly before any extension periods?

3. Will suppliers be given visibility of actual Statements of Work or pipeline of work types post-SOA establishment to help in resource planning?

4. Is there any expectation for suppliers to provide ongoing reporting or dashboards beyond the deliverables per engagement (e.g. for SOA-level governance meetings)?

Answered on 14/Oct/2025 01:47 PM:


Good afternoon Adittya,

Thank you for your interest to this ITO. Please find below the responses to your questions for your reference:

1. Will engagements under the SOA be expected to be delivered onsite, remotely, or in a hybrid model? If hybrid or onsite, is there a typical expectation (e.g. 2 days onsite)?

A1. Each work/engagement will differ based on project needs. Some projects may require onsite work, some remote and in many cases hybrid.

2. Are suppliers allowed to refresh their rate card or update capabilities/personnel during the SOA term, particularly before any extension periods?

A2. Rate cards will be fixed for the SOA initial term. Rate cards may be updated before any extension period. Price update mechanism will be negotiated with successful suppliers. Capabilities/personnel updates may happen during initial term and extensions.

3. Will suppliers be given visibility of actual Statements of Work or pipeline of work types post-SOA establishment to help in resource planning?

A3. Short answer is No. This is whole of government SOA and we do not have visibilities on eligible users plans.

4. Is there any expectation for suppliers to provide ongoing reporting or dashboards beyond the deliverables per engagement (e.g. for SOA-level governance meetings)?

A4. Yes. The DoE is the SOA Principal and as a such we will require simple report (bi-annual) on executed contracts under the SOA.

I hope above information provides required clarity.

Kind regards

Galin