Provision of Supplemental L1 & L2 ICT Support

The Department of Education, Training and Employment (DETE) is a large and complex organisation providing education services to some 490,000 students across the state at approximately 1300 state schools and to more than 230,000 students across Queensland TAFE Institutes and Statutory Authorities each year. A network of 35 regional offices and a central office support these schools. DETE employs in excess of 60,000 staff across Queensland.

The ICT Service Centre provides Level 1 and Level 2 ICT Support for teaching and administration staff in schools and corporate users, and currently operates from 7.30am to 5.30pm week days. The Service Centre also offers the ability to log on-line support requests 24hours / 7 days per week. It receives approximately 1300 support requests per day via telephone and on-line methods and peaks to over 3,000 requests per day at the start of each school year.

The purpose of this Invitation to Offer is to establish a Contract to engage a Service Partner for the provision of additional ICT Technical Support Resources (ICT Resources) for the ICT Service Centre and to provide supplemental effort in support of first and second level ICT support for DETE School and Corporate users.