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IT Industry Briefing Technical

IT Industry Briefing Technical . Customs IT Market Testing Jo Hein, National Manager IT Market Testing Australian Customs Service. Administration. Please turn off your mobile phones Conveniences Handout Questions process. Disclaimer. Important Note:

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IT Industry Briefing Technical

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  1. IT Industry Briefing Technical Customs IT Market Testing Jo Hein, National Manager IT Market Testing Australian Customs Service

  2. Administration • Please turn off your mobile phones • Conveniences • Handout • Questions process

  3. Disclaimer Important Note: This briefing is for general information purposes only and is intended to assist prospective tenderers in responding to the published RFTs, as released via AusTender. For purposes of responding to the RFTs, prospective tenderers should rely on the information, processes and requirements contained in the RFTs (including any formal Addenda or clarifications that may be issued by Customs under the RFTs) and are reminded that: • all Tenders should be submitted in accordance with the express information contained in the RFTs; and • this briefing does not modify or amend any information contained in the RFTs.

  4. Purpose of the briefing • Customs current business environment • Customs current technical environment • Overview of Service Requirements • Customs future requirements and challenges • Reporting and Transition • Performance Management • Questions Introduction

  5. Briefing Purpose • Provide information on technical aspects of the RFTs and service bundles; • Describe Customs current business and technical environments; • Provide an overview of the Service Requirements for the four RFT bundles; • Outline Customs future environment; • Outline Performance Management; and • Detail administrative procedures for contact with ITMT and Data Room bookings.

  6. Customs Role and Business Objectives • Customs manages the security and integrity of Australia’s borders. • The business environment is highly dependent on complex and tightly integrated IT systems, devices and services. • Intent to work with IT service providers to develop and maintain a sound knowledge of the varying business needs. • Aims to foster a relationship with IT service providers to appropriately deliver the required services.

  7. Customs is a diverse and geographically dispersed organisation which delivers services in every Australian State and Territory and six overseas posts. Customs Locations

  8. Customs Staffing Profile Customs total workforce at 31 March 2006 was 5341, distributed as shown in the table below:

  9. Regional Snapshots • Regions • Customs has a Regional Office in each State and Territory as well as a range of other sites to provide the various Customs functions. • Sydney • Melbourne • Queensland • Northern Territory • Western Australia • South Australia • Tasmania

  10. I&OT Division and Devolved Functions • Customs I&OT Division • Responsible for provision of the majority of the IT Services. • Approximately 100 FTE - number will grow significantly over the next 12 months due to desktop, LAN and Level 1 Service Desk functions being performed primarily by Customs staff. • Customs currently has devolved IT functions • Comprises IT functions within business areas ranging from specialised groups managing specific IT systems (e.g. PACE) to general IT functions such as regional on-site IT assistance. • Estimated up to 156 FTE providing IT services outside of I&OT.

  11. Customs As-Is Model

  12. IT Industry Briefing Technical Customs IT Market Testing Debbie McLaughlin IT Market Testing Australian Customs Service

  13. Current Technical Environment • Interfaces and Connectivity • A number of OGAs, business and trade partners rely on Customs IT. • Customs systems are also accessed by a number of business partner systems over a variety of permanent links and via the Internet. • Eg: AQIS, DITR, ATO, ABS, DOFA, DIMA, DECCUN, Austrac, AGS, CRIMTRAC, AFP. • Customs LANs are installed at Parliament House and Attorney Generals Department.

  14. Current Technical Environment • Applications • In-House Applications • Packaged solutions • Key applications portfolio based around: • A:Gen (mainframe applications such as ICS) • Powerbuilder (PACE) • A range of other technologies for other applications.

  15. Current Technical Environment • Data Centres • The Primary Data Centre in Sydney is currently provided by EDS and houses the mainframe and a number of midrange servers • A business continuity data centre with some disaster recovery infrastructure is also located in Sydney. • Some smaller data centres at other Customs sites support local operations. • Mainframes

  16. Current Technical Environment Data Warehouse

  17. Current Technical Environment Storage

  18. Current Technical Environment • Data Network • Customs has a large number of external links to its offices and other government and commercial organisations.

  19. Current Technical Environment • LAN and Desktop • The Desktop environment is currently provided by EDS, but will be supported by Customs as part of the Customs Future Sourcing Model • The LAN and Desktop environment will undergo substantial change over the next 12 months

  20. Current Technical Environment • Service Desk • The Service Desk is currently provided by EDS, but will be supported by Customs as part of the Customs Future Sourcing Model • The Level 1 Service Desk is the initial point of contact for Customs staff for issues and problems with IT infrastructure, voice infrastructure and the majority of Customs applications. • The Level 1 Service Desk operates 24 x 7 and receives incidents and problems through various channels, including phone, e-mail and facsimile. • Customs will be implementing a tool to support its Level 1 Service Desk

  21. Current Technical Environment • Voice Infrastructure • A major refresh of Voice Infrastructure including handsets and PABXs was • completed in 2005 using MITEL technology. • Voice is carried separately over PSTN. VOIP is only installed in offices • which do not have a PABX.

  22. Current Technical Environment • Internet and Secure Gateway • Customs currently has two secure gateway environments - CCF and the SGE • Customs Connect Facility (CCF) is the secure gateway that allows the trade community (special air cargo reporters, exporters and brokers) and internal users to transact with customs applications, e.g. ICS, in a trusted manner. The link is provided through leased lines that are directly connected to the Customs data centre, through the Internet and through EDI. The CCF secure gateway which is referred to as the Customs Secure Gateway, is currently provided and managed by EDS and its sub-contractor CyberTrust. The CCF Gateway infrastructure is currently located in the EDS Primary Data Centre. • The Secure Gateway Environment (SGE) provides secure connectivity for communications with OGAs to facilitate Government to Government services. Remote Customs users are connected through the Secure Gateway Environment that also includes FedLink connectivity. These services include email, FTP and access to Customs Highly Protected enclave. The secure gateway services for OGAs are currently provided and managed by CyberTrust from Data Centres located in Canberra.

  23. Current Technical Environment Web Hosting The Customs Intranet Web Hosting is currently provided by EDS. Customs has a separate contract with CHIMO to deliver Web hosting for the Customs Internet Web Site. All web content is developed and maintained by Customs Corporate Communications. The Web hosting environment consists of 3 servers, 2 load balancers and 3 firewalls. The software is Windows 2000, Macromedia Cold Fusion, SQL and VNS. The assets are owned by Customs and are expected to be refreshed shortly (ProLiant DL380 G4 for the servers and Windows 2003 as the operating system). Two of the servers are located on service provider premises in Adelaide. One of the servers is located on Customs premises in Canberra.

  24. Current Technical Environment Call Centres • Customs manages and operates a Call Centre from Sydney to support the Integrated Cargo Systems (ICS). There are two separate 1300 telephone numbers to support general information enquiries from the public and system support enquiries from Customs brokers and the trade community. Some key details for the Sydney Call Centre are: • 90 seats • 1,800 calls per day (approx) • 4,000 e-mails per month (approx) • 24 x 7 service (ICS support only) • Staff operate on five separate shifts • Unicenter Service Desk is used as a workflow tool • Mitel ACD and headsets are used

  25. Future Requirements & Challenges • Over the next three to five years, Customs will respond to a number of challenges which will lead to a significant requirement for flexible, agile and responsive IT services. This includes the capacity for Customs to: • Improve resilience in business processes to cope with unexpected disruptions; • Manage the increasing volume of international passenger arrivals and departures, imported and exported goods, and international vessels arriving and departing; • Successfully implement new technologies to maximise business outcomes; • Participate in whole-of-government responses to national and international issues as they emerge; • Continue to build co-operative relationships with key partner agencies; and • Respond to demographic changes impacting on the workforce. • Customs is heavily reliant on the ability of its IT service providers to fully understand and embrace operational priorities to deliver enabling IT solutions and services which are timely, cost effective and streamlined.

  26. Customs Strategy • Over the next 12 months, Customs will transform the way its current IT services are provided. In preparation for its Future Sourcing Model, Customs will: • Transition LAN and Desktop services to Customs as the primary provider and refresh the infrastructure used to deliver those services. • Implement a Customs Level 1 Service Desk as the first point of call for access to all IT services. • Develop an approach to integrate Customs Level 1 Service Desk with other Service Desks. • Develop an integrated approach to the management, provision and governance of IT services including the implementation of Customs IT Multi Party Arrangements. • Implement new service arrangements under each of the 4 RFTs • Enhance its current disaster recover capabilities. • Implement corporate and service bundle scorecard measures and reporting to manage the delivery of its business outcomes.

  27. Customs Future Sourcing Model

  28. Overview of Service Requirements • RFTs: • 05/1037 - Main Processing • 05/1071 - Applications Maintenance and Support • 05/1073 - Voice Infrastructure • 05/1038 - Internet and Secure Gateway

  29. Main Processing Customs is seeking a Service Provider to provide and manage its Mainframe, Data Warehouse and Midrange environments. • In Scope • Data Centre accommodation • Mainframe, Midrange, Data • warehouse and associated storage • Management of the main • processing environments • Level 2 Service Desk • Service Management • Out of Scope • Policy Development • Identity Management • Level 1 Service Desk • Windows LAN servers • Windows SOE Management Specific Requirements • Enhanced Disaster Recovery Capability – Customs is seeking proposals in relation to a range of scenarios.

  30. Applications Maintenance and Support Customs is seeking a panel of 2 or more Service Providers to assist it with the maintenance and support of its in-house application portfolios. • In Scope • Applications Architecture • Requirements Analysis and • Definition • Software Maintenance • Quality Assurance and Testing • Application Project Management • Service Management to support • Applications • Out of Scope • Policy Development • Applications Development • Maintenance and support for • packaged Applications • Level 1 Service Desk The Services are to be provided on a Time and Material basis. Customs intends to allocate work to the selected panellists by application, by role or a combination of these.

  31. Voice Infrastructure Customs is seeking a Service Provider to manage its internal Voice infrastructure. • In Scope • Telephones • PABXs • Sydney Call Centre ACDs and • other ACDs • Operator Services • White Page directory listings • Level 2 Service Desk • Service Management • Out of Scope • Policy development • Mobile phones and carriage services • Fixed carriage services • Data network and data carriage • Level 1 Service Desk Optional Services • Video Conferencing • Sydney Call Centre ACDs and other ACDs

  32. Internet and Secure Gateway Customs is seeking a Service Provider to provide and manage Internet and Secure Gateway related services. • Out of Scope • Policy development • Applications Development • Maintenance and support for • packaged Applications • Level 1 Service Desk • In Scope • Managed service for the provision • of secure DSD certified access for • OGA & CCF services • Access to Internet email and web • services • Level 2 Service Desk • Service Management Specific Requirements • Transformation of the existing CCF & • OGA gateway environments to derive • efficiencies from economies of scale • Enhanced disaster recovery capability • – Customs is seeking proposals based • on a range of services Optional Services • Corporate Web Hosting • Remote Access Services • ISP

  33. Shaw Pittman Model • Customs used the Pillsbury Winthrop Shaw Pittman Mosaic Framework to assist in the development of the Customs Future Sourcing Model. • This Framework presents a detailed view of an organisation’s IT Processes and Elements across the organisation, and the interactions between Customs and its Service Providers. The Framework comprises: • Process Definitions; • Element Definitions; and • 6 x Mosaics. • Customs has included the Framework to allow Service Providers to understand how Customs sees the provision of IT services from an end to end point of view and to show the touch points between the various service providers (internal and external).

  34. Shaw Pittman Model • The Processes identify the operational procedures (e.g. application architecture development, process engineering, incident tracking) required to deliver IT services across Customs environment. This process map has been used to assist Customs identify which procedures and tasks should be included within each Service Bundle, and has been used as the basis for defining the Service Requirements in the Schedule 2 for each RFT. • The Elements identify all specific components (e.g. hardware, software, data centres, sites) that are delivered as part of Customs IT environment. These Elements have then been mapped to each Services Bundle for development of the Service Requirements in the Schedule 2 for each RFT. Detailed attributes (e.g. specifications, volumes and other such information for the Elements are provided in the data sheets on the Data Room CD). • The Process and Element Definitions are provided in the Data Room CD.

  35. Shaw Pittman Model The following diagram provides an overview of how the Process and Elements are broken down.

  36. Shaw Pittman Model • The Processes and Elements are mapped into six mosaics, which represent the Customs Future Sourcing Model: • Data Centre Elements; • Site Elements; • Infrastructure Software Elements; • Application Software Elements; • Client Elements; and Services Elements. • Each Mosaic maps the Elements to the Processes to define (by the colour identifier) which party (Customs or external Service Provider) is responsible for the Element and the Process applicable to the Element.

  37. Shaw Pittman Model

  38. Reporting • Customs reporting requirements are set out in Appendix A to Schedule 2 – service requirements for each RFT • The requirements reflect Customs IT Management Principles, in particular the objective of transparency and accountability • Key objective – Customs to have on-line access to, or visibility of, the data fields listed in the requirements • Customs is also seeking regular dashboard executive style management reports

  39. Transition • A draft transition plan using the Transition Plan Proforma is to be provided for each RFT • Maximum transition periods for each RFT are specified in the RFT body • Customs will develop an overarching transition plan covering all transition activities and will determine the timing for transition for each bundle based on Customs business imperatives • All transition activities are to minimise impact to business

  40. Performance Measures Regime • Scorecard approach that: • encompasses not only quantitative service level measures, but also end-to-end business outcome measures, financial management measures and strategic measures • applies at corporate level as well as the individual service provider level • The model also includes: • mechanisms for changing service levels without protracted negotiations • mechanisms for continuous improvement of performance measures without protracted negotiations • Performance measures aligned with business criticality • Performance incentive arrangement is based on: • A percentage of total service provider fees being at risk • Customs ability to allocate the ‘at risk’ amount to measurement of critical business outcomes e.g. at the holistic scorecard level, at the individual service provider score card level or at the service level dimension level • Customs ability to change the allocation of the ‘at risk’ amount to suit changing business requirements

  41. Passenger facilitation on time • Cargo facilitation on time • Delivery of Pays on time Service Quality Business Outcomes • Service Quality index based on business critical service levels • This includes quantitative measures of availability, reliability, responsiveness and quality of services Achieved Eg. Target Score 80% Not Achieved Scorecard Total (Dimensions can be weighted) • Comparison of annual spend to budget • Work orders delivered on budget • Invoicing, asset and quotation accuracy • Relationship health • Management satisfaction • Delivery of technology plans • Contribution to innovation • Capacity management Financial Management Strategic Benefit Scorecard Individual scorecards will be implemented for each Service Bundle, as well as a corporate scorecard across all ICT services. Example

  42. Business Outcome Measures - Examples • Passengers – % within passenger facilitation timeframe • Cargo - % within cargo facilitation timeframe • Pays delivered on-time Proposed Performance Measures • Main Processing Service Levels • Application Lost Business Time • Mainframe and Midrange Performance • Batch Processing • End of life server replacement • Data Back-up, Data Recovery and Data Recovery Testing • Off-site tape rotation • Disaster Recovery • DR Plans – timely updates • Successful Completion of DR Tests • Recovery Times • Re-instatement of BAU SLs • Financial Management Measures • Actual spend to budget • Work orders/projects delivered on budget • Invoice, quotation and asset accuracy • Strategic Measures • Relationship health (questionnaire with SPs & Customs • Management satisfaction questionnaire (innovation, cost management, agility and reliability of services) • Delivery of Technology and Capacity Plans • Voice Infrastructure Service Levels • PABX & ACD Availability • Operator Services – Call Answer Time, Call Direction User Satisfaction • MACs on Time • Common Service Levels • Incident Service Levels • Incident Response/Update Times • Resolution Times • Incorrect Re-direction of Incidents • Incorrectly closed incidents • Level 2 Help Desks Call Answer Time • Security • Compliance With Policy & Procedures • Reporting of Security incidents • Projects/Work Orders • Provision of Quotation/Proposal Time • Project Completion On Time • Change and Release Management • Submission within lead time • Successful Implementation • Closure and Reporting • Patch Management – Notification and Implementation • Reports & Documentation – Timely Delivery • Retention of Key Staff • Implementation of New Service Levels • Internet and Secure Gateway Service Levels • Application Lost Business Time • Business service measures (eg. based on services provided via Gateway) • Applications Maintenance Service Levels • Reporting information only covering specified performance indicators: • Quality of Deliverables (eg. no. of incidents post implementation)

  43. Applicable RFT Documents • Schedule 5 - Customs IT Multi-party Arrangements (CITMA) • An overview of the score card approach and its relevance to the CITMA • Schedule 3 – Performance Requirements • Approach, methodology, interpretation, reporting, management mechanisms, variations, continuous improvement and incentive model • Attachment A – Performance Measure Summary Matrix - lists: • Quality measures – Service Levels: • Common Service Levels • Main Processing Service Levels • Applications Maintenance and Support Service Levels • Voice Infrastructure Service Levels • Internet and Secure Gateway Service Levels • Business Outcome Measures • Financial Management Measures • Strategic Measures • Attachment B – Performance Measure Definition Tables (on Data Room CD) • Attachment C – Severity Level Guidelines

  44. Accessingthe Documentation • RFTs are being conducted using the Australian Government Tendering System (AusTender) – www.tenders.gov.au. • AusTender allows electronic download of documentation and automatic notification to registered Tenderers of any addendums issued. • Tenderers must register with AusTender to download documents and receive notifications (there is no fee to register). • Tenderers should: • register their contact details on the AusTender website; and • immediately download the RFT documentation, even if they have obtained the documentation from other sources.

  45. Access to Information • Post RFT Release Industry Briefing - Pricing • Wednesday 7 June – 14:00 – 16:00 • Centenary Ballroom, Hyatt Hotel Canberra • Confidentiality Documents • Shaw Pittman Confidentiality Agreement • Customs Confidentiality Deed • Data Room and CD • Data Room Opens 13 June • CD available from 7 June • Customs Site Visits • To Be Announced • Questions and Answers • Commence 8 June

  46. Customs Data Room • Additional information in relation to the RFTs will be available to Registered Tenderers on a Data Room CD and in a Physical Data Room • Tenderers (including sub-contractors) may only access this information if they have completed and signed the Confidentiality Documents: • Customs Deed of Confidentiality; and • Shaw Pittman Confidentiality Agreement. • Access Rules and Procedures • Located in Canberra - open by appointment from 13 June to 7 August • Requests for access must be by email to the Customs Primary Contact • No removal or copies (other than hand written notes) of any materials contained within the Physical Data Room permitted • Requests for clarification or additional information must be made in accordance with the clarification procedures.

  47. Clarification & Customs Site Visits • Clarification of RFT by Tenderers • May seek clarification or additional information in relation to the RFTs by emailing the Customs Primary Contact up to 10 business days prior to the Tender Closing Time. • Customs may determine whether or not to respond to questions but election not to respond will be notified to the Registered Tenderer asking the question. • Site Visits • Customs may schedule group visits to Customs facilities for Registered Tenderers. • Tenderers will be provided reasonable notice of the schedule via AusTender. • Tenderers should register interest in attending site visits by emailing the Customs Primary Contact at least seven business days prior to the scheduled site visit (once notified by AusTender).

  48. Contact with ITMT All contact with Customs regarding the IT Market Testing process, including bookings for the Data Room, should be directed through the Customs Primary Contact via email: Manager, Change and Communication Email: itmarkettest@customs.gov.au Customs may refer Tenderers to the AusTender help desk for technical or operational support requests associated with the AusTender website. Look at Customs website for FAQs, previous briefings and further information: (http://www.customs.gov.au/site/page.cfm?u=5547).

  49. Complaints To ensure the RFT process is conducted fairly, Walter Turnbull has been appointed by Customs as the Probity Advisor HOWEVER Tenderers are encouraged to raise concerns or complaints in relation to the conduct of this RFT with Mr Steve Kirk, Director of Commercial Services Group (Customs Complaints Officer) by email at: national_procurement_contracting@customs.gov.au.

  50. Timeframes Issue of RFTs 26 May 06 General, Technical and Pricing Briefings 6 & 7 Jun 06 Availability of Data Room CD 7 Jun 06 Physical Data Room Access 13 Jun – 4 Aug 06 Site Visits Jul – Aug 06 Question and Answer Period 8 Jun – 4 Aug 06 Tender Closing Time & Date 4pm AEST, 22 Aug 06 Evaluation Period Sept 06 – Nov 06 Selection & Notification of Shortlist Dec 06 Selection & Notification of Preferred Tenderers Early 07 Contract Sign Early 07 Transition Feb 07 – Dec 07

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