Customer, Data and Small Business (CDSB)

CDSBICT26-013

Thursday 12 November 2026 (E. Australia Standard Time)

Monday 18 January 2027 04:00 PM (E. Australia Standard Time)

Monday 11 January 2027 04:00 PM (E. Australia Standard Time)

Monday 15 February 2027 (E. Australia Standard Time)

Customer, Data and Small Business (CDSB)

111 George St
Brisbane City, Queensland 4000
Australia

https://www.cdsb.qld.gov.au/

We improve customer service, support small and family business owners, and provide better government services.

The buyer has elected to have their personal and contact details hidden. These details will be revealed at the buyers discretion.

The core objectives of this procurement activity are to select and engage a suitably qualified supplier and offer to deliver a future Learner Logbook (LLB) solution. Delivering the future Learner Logbook solution provides an opportunity to improve the experience of Queensland learner drivers and driver instructors, which forms part of the Queensland Government's commitment to become Australia's most customer-focused government.

The new LLB solution will include a contemporary and accessible user experience on a secure, mobile device application on both Apple IOS and Android operating systems. The Department is seeking a solution that improves on the current in-use application experience for learner driver and supervisor users and department level 1 support admin users. The Department is seeking long-term value for money while delivering a modern, secure, positive and accessible user experience. Further details on what the Department is seeking are in the below in scope, and in the enclosed CDSB1 Requirements.

In Scope

The proposed procurement is intended to secure a modern, supportable, mobile-based digital application for learner drivers and supervisors and supporting admin staff portal for departmental use and reporting, including associated hosting, support, reporting, maintenance, and transition services.

Explicitly Within Scope:

• Provision of a modern and accessible digital learner logbook application, including native mobile applications for iOS and Android

• Provision of an Admin Portal used by Department admin users to provide level 1 customer support and perform operational duties.

• Customisation and configuration to CDSB branding and aligning to Queensland laws, TMR graduated licensing requirements and policies

• Hosting and operational support arrangements, including Australian-hosted data infrastructure.

• Reporting and analytics capabilities

• Transition-In services, including data migration from the legacy platform and comprehensive testing to ensure accurate data transfer.

• Implementation services, testing, onboarding support and cutover activities

• Transition-out services for end of contract

• Maintenance, bug fixes, security maintenance. Ensure uptime and availability to users, including updates, patches and upgrades to operating system versions and Appstore availability

• Ongoing support as level 2 point of escalation to resolve support queries from the CDSB level 1 team who deal directly with end users

Potential additional items for scope:

• Integration and enhancement of features, including for example integration with Queensland Government agency systems for data verification and road safety learning methods. Potentially enhancements to be priced into the contract with a price list and initiated by CDSB when decision made to implement additional enhancements. However, this is a nice-to have and would not preclude a successful offer if not offered in initial offering and was offered as a pipeline activity in future years.

The QITC modules for products and services categories likely includes:

• As a Service, for example Software As A Service (SaaS) or licensed software. Software Maintenance included, including remedial and preventative maintenance, patches, fixes and continual improvement;

• Software Development Services for the Learner Logbook application which may include bespoke development, customisation or configuration or if additional customisation of an existing application is needed. Potentially there is a suitable learner logbook application in existence with customisation and configuration to meet the Customer’s requirements, or potentially a similar application that can be customised for the purpose of a Learner Logbook application, or a new build.

• Managed Services (e.g. transition-in services, data migration, hosting, ongoing support with service levels, and transition-out services) system and security testing IE vulnerability testing, Disaster Recovery Plan (DRP) testing, Penetration system. Support services at level 2 and above to assist CDSB admin users who are unable to resolve support issues at level 1.

• ICT Professional Services module to be included but services to be completed under a SOW if /when required by the Customer, which may include enhancements, features, and other services required by the Department.

• Integration Services for future integrations as required to be performed under a future statement of work (SoW).

Out of scope

• End user (public consumer) consultation and change management.

• Level 1 support directly with external users (e.g. learner drivers or supervisors)

• Integrations with the TMR managed TRAILS.

The Department’s position is the Department will continue providing level 1 support direct to external users. External users contact the Department by calling, emailing, or attending a customer service centre to make support requests, that is, dealing with government staff initially. If CDSB cannot resolve the level 1 query, then the Department will escalate to the supplier, and the supplier will provide level 2 and above support.

In 2016, the Department of Transport and Main Roads (TMR) launched the Learner Logbook application to support learner drivers in recording the supervised driving hours required to obtain a driver licence. The application and its supporting systems were developed for TMR.

Since its launch, the learner logbook application has received only minor enhancements. The technology is now approximately 10 years old and largely digitises the processes of a paper logbook, limiting its ability to meet contemporary customer and business expectations. App-store feedback also identifies some user issues. There is an opportunity to provide an improved digital experience for learner drivers, supervisors and CDSB administrative users.

Following Machinery of Government changes in mid-2025, responsibility for the Learner Logbook solution transferred to the Department of Customer Services, Open Data and Small and Family Business (CDSB). This includes responsibility for the supporting systems and the ongoing management of the contract and support arrangements.

Please see the enclosed CDSB1 Requirements document for a comprehensive list of "Must," "Could" and "Should" requirements.

Please see the enclosed Schedule 8 Services Levels for the minimum service levels.

17

• Queensland
  1: Brisbane
  2: Central West
  3: Darling Downs
  4: Far North
  5: Fitzroy
  6: Gold Coast
  7: Mackay
  8: North West
  9: Northern
  10: Offshore (QLD)
  11: South West
  12: Sunshine Coast
  13: West Moreton
  14: Wide Bay-Burnett

All Regions of Service locations are within Australia.

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