End User Experience

As part of the Australian Taxation Office’s IT Strategic Sourcing Program, the ATO is seeking in this RFT to enter an arrangement for the provision of End User Experience (EUX) Services.

The End User Experience (EUX) Services Bundle is focused on the management and support of end user devices and end user services across the ATO including desktop and mobile devices, printers, multi-function devices, print services, platform services, data backup and recovery, Software management and technical support services. EUX Services include application packaging and release, management of the end user Standard Operating Environment (SOE), end-point encryption for user devices as well as ‘customer-facing’ activities such as field services, coordination of Third-Party support for end user devices where required (e.g., multi-function devices) and activities which support a seamless customer experience.

The EUX Service Bundle also includes the IT Service Desk (SD), which is the Single Point of Contact for End Users in regards to Incidents and Service Requests. The Service Desk Services encompass the people, and processes and any tools which are in addition to ATO provided Enterprise Systems which are required to provide the Services.

For more detailed information on the statement of requirements, please refer to the approach to market documents.