Statement of Requirements[1]
Note to Tenderers responding to this Statement of Requirements:
(a) Where an obligation is stated to apply to the ‘Contractor’, this refers to an obligation which is intended to be included in the Official Order and any Work Order made under it, if any.
(b) Where an obligation is stated to apply to the ‘Tenderer’, this refers to a requirement for the Tenderer to provide the relevant information as part of its Tender.
1Introduction
1.1Scope
1.1.1The Commonwealth is seeking to establish a single panel arrangement for Telecommunications Commodities, Carriage and Associated Services (Services) for provision to the Government.
1.1.2The scope of this RFT includes:
(a)mobile voice and data services including SIM cards (Carriage);
(b)mobile handsets, Smartphone handsets and Mobile Broadband modems (Devices) and Accessories; and
(c)services associated with the above (Associated Services) .
1.1.3The scope of this RFT specifically excludes:
(a)fixed carriage services;
(b)fixed phone handsets and accessories for fixed phone handsets;
(c)satellite phones; and
(d)video conferencing.
2Services
2.1Financerequires 3 Categories of Services as well as Associated Services:
2.1.1Category 1 – Carriage
2.1.2Category 2 – Devices
2.1.3Category 3 – Accessories
3Part Bids
3.1As per clause 78.2 Finance will accept a Tender for part of the Services.
3.2Tenderers may submit a Tender to provide from one to three Categories of Services and any mix of Categories of Services. However, if a Tenderer submits a Tender response to provide Class 1, Class 2 and/or Class 3 Devices within Category 2 – Devices, that Tenderer must also provide a response in respect of Category 3 – Accessories for all Classes of Device covered by that Tender.
3.3Tenderers may wish to supply only some of the Category 2 Devices, that is, they may tender to provide one to fourClasses of Device, or any mix of Classes.
3.4All Tenders should incorporate Associated Services for any Category which is included in their Tender response.
4Definition of Capabilities
4.1In this Part F – Statement of Requirements, each function or capability to be provided by the relevant Service is described as follows:
4.1.1Essential – the function or capability must be provided and if the Tenderer indicates that it is not able to be provided then the proposed Service will be evaluated as non-compliant and not appropriate for use within the relevant Category, or in the case of Devices, relevant Class.Tenderers should refer to clause 91.3 regarding the consequences of failing to meet an Essential Requirement.
4.1.2Desirable – the Commonwealth considers that the provision of the function or capability is advantageous, but if the Tenderer indicates that it is not able to be provided this will not be treated as being material to a compliant/noncompliantevaluation outcome butmay be taken into consideration as part of the evaluation.
4.1.3Optional – the function or capability can be provided with the proposed Service if requested by an Agency, but if the Tenderer indicates that it is not able to be provided this will not be treated as being material to a compliant/non-compliant evaluation outcomebutmay be taken into consideration as part of the evaluation.
CATEGORY 1 - Carriage
5Mobile Voice Services / Requirement for this Category5.1The Tenderer must demonstrate the ability to provide an endto-end carriage service for the delivery of voice calls over a mobile network, specifically:
5.1.1access to the GSM, 3G networks;
5.1.2the ability to make and receive phone calls;
5.1.3a mobile phone number;
5.1.4a choice of directory listing options; and
5.1.5access to a messaging service. / Essential
5.2The Tenderer must demonstrate the ability to provide the following call types:
5.2.1fixed line calls;
5.2.2mobile calls;
5.2.3calls to international fixed line;
5.2.4calls to international mobile
5.2.5special services (i.e. ships at sea, 05 number range, 13, 1300, 1800, 1900);
5.2.6operator assistance;
5.2.7information calls; and
5.2.8directory assistance. / Essential
6Mobile Data Services
6.1The Tenderer may demonstrate the ability to produce a report on the type of data that is being downloaded, e.g. images, sound files, video files. / Optional
7International Voice and Data Roaming
7.1The Tenderer should demonstrate that it can or does hold International Voice and Data Roaming agreement(s) for Carriage. / Desirable
7.2The Tenderer should provide:
7.2.1a list of international carriers with which International Voice and Data Roaming agreement(s) for Carriage are held;
7.2.2the countries covered by these agreements; and
7.2.3any Device and SIM limitations for Devices being used in these countries. / Desirable
7.3TheTenderer should demonstrate the ability to provide brokerage services which wouldarrange short term Device hire for officers of an Agency who are visiting any country:
7.3.1with which the Tenderer does not have an International Voice and Data Roaming agreement; or
7.3.2that uses technologies and standards that are not compatible with Australian technologies and standards. / Desirable
8Elective Mobile Services
8.1The Commonwealth currently uses many elective mobile services such as:
8.1.1call forwarding;
8.1.2call waiting;
8.1.3diversion to Voicemail;
8.1.4Voicemail retrieval;
8.1.5Multimedia Messaging Service (MMS);
8.1.6Short Messaging Service (SMS); and
8.1.7Voicemail. / Note to Tenderer
8.2Tenderers should demonstrate the ability to providetheelective mobile services that they offer which may include additional services similar to those outlined in clause 8.1. / Desirable
9Mobile Service Coverage
9.1The Tenderermust state the proportions and provide maps of the areas of Australia where it provides coverage for all call types set out in clause 5.2 of this PartF – Statement of Requirements. / Essential
9.2Contractors will be required to maintain and continue to provide updated maps to Customers. / Note to Tenderers
10Mobile Phone Numbers
10.1The Tenderer should demonstrate the ability to change the number of any mobile service at any time. / Desirable
10.2The Tenderer should demonstrate the ability to change a mobile service number due to nuisance calls, without additional cost to the Customer (unless the new number is of a higher class). / Desirable
10.3The Tenderer may demonstrate the ability to provide Premium Numbers. Premium numbers will be categorised into three classes:
10.3.1Gold – if the number provided contains, at the Commonwealth’s request, 6 of the same number, 6 numbers in sequence or 3 identical pairs.
10.3.2Silver – if the number provided contains, at the Commonwealth’s request, 5 of the same number, 5 numbers in sequence, identical pairs in the same position within triplets, 3 pairs not identical or 3 pairs in sequence.
10.3.3Bronze – if the number provided contains, at the Commonwealth’s request, 4 numbers in sequence, 1 triplet with identical numbers or 2 out of 3 identical pairs. / Optional
11Connection and Service Activation
11.1The Tenderer must demonstrate the ability to ensure that 90% of applications for mobile service activation from an Authorised Representative will be connected within 2 hours upon receipt of the application sent during Business Hours, with the remaining 10% done within 24 hours, at no additional cost to the Customer.
11.2The Tenderer must demonstrate the ability to ensure that for number porting between carriers, 90% of the numbers are connected within 2 hours, with the remainder done within 24 hours, at no additional cost to the Customer. / Essential
11.3The Tenderer must demonstrate the ability to suspend a service in the following circumstances:
11.3.1the Device is lost or stolen; or
11.3.2an Authorised Representative requests it.
11.4The Tenderer must demonstrate the ability to reactivate a suspended service. / Essential
12SIM Cards
12.1The Tenderer must demonstrate the ability to provide SIM cards at no additional cost to the Customer. / Essential
13Roadmaps
13.1Tenderers should provide a roadmap for provisioning for 4G, Long Term Evolution and other technologies they consider relevant. / Desirable
CATEGORY 2 – Devices
14Mobile Device Requirements
14.1Four separate Classes of Device with varying functionally requirements are required as described in Table 26: Device Class Descriptions:
14.1.1Class 1 – Requirements for senior executives and other like staff (mobile and Smartphone handsets);
14.1.2Class 2 – Requirements for general staff (mobile handsets);
14.1.3Class 3 – Requirements for technical staff and developers, as well as staff with special needs (mobile and Smartphone handsets); and
14.1.4Class 4 – Requirements for staff with Mobile Broadband accessneeds.
14.2The Tenderer must demonstrate the ability to provide the Class requirements as described in Table 26: Device Class Descriptionsfor each Class covered by its Tender.
Table 26: Device Class Descriptions (Essential Capability Requirements)
Class / Description / Capability RequirementClass 1 / Requirements for senior executives and other like staff
The people utilising these Devices are those that require the ability to stay in contact at all times. Devices must enable users to:
- make and receive voice calls;
- make and receive SMS messages;
- create, send and receive emails;
- synchronise their Device to so that data can be transferred to and froma workstation or laptop;
- have Internet/intranet connectivity;
- open attachments from emails;
- make and receive MMS; and
- have Wireless and Bluetooth connectivity.
Class 2 / Requirements for general staff
The people using these Devices have a minimum requirement for the ability to:
- make and receive voice calls; and
- make and receive SMS messaging.
Class 3 / Requirements for technical staff and developers as well as staff with special needs
The people utilising these Devices have a minimum requirement for the ability to:
- make and receive voice calls;
- make and receive SMS messaging;
- synchronise their Device so that data can be transferred to and from a workstation or laptop;
- have Internet/intranet connectivity;
- create, send and receive emails;
- open attachments from emails; and
- have their Device act as a pager.
Class 4 / Requirements for staff with Mobile Broadband access needs:
The people utilising these Devices have a minimum requirement for the ability to:
- establish a Mobile Broadband connection utilising HSDPA, 3G or other technologies available from carriers within Australia;
- transfer data across the Mobile Broadband connection at all speeds available from the underlying connection technology; and
- install and operate the interface and control software on a range of operating systems.
Capability Requirement
14.3The Tenderer must demonstrate (in relation to the Classes covered by its Tender) the ability to provide:
14.3.1Class 1, Class 2 and Class 3 Devices with the following “In the Box” Accessories:
(a)instruction manual;
(b)battery;
(c)charger; and
(d)wired headset.
14.3.2Class 1 and Class 3 Devices which include a USB data transfer cable for connecting the Device to a PC or laptop.
14.3.3Class 4 Devices with the following “In the Box” Accessories:
(a)instruction manual; and
(b)interface and control software;
14.3.4Devices which include, as “In the Box” Accessories, any additional Accessories reasonably required for the successful operation of the Device.
14.3.5Devices and Accessories which are approved for use in Australia. Devices and Accessories must meet the minimum safety and network integrity standards set by the Australian Communications and Media Authority (ACMA).
14.3.6Class 1, 2 and 3, Devices mustnot be subject to:
(a)SIM locking or any other mechanism that will prevent the use of a different SIM to the one originally supplied; or
(b)any mechanism that prevents the use of the Device on another infrastructure, such as VOIP,
other than for the prevention of illicit use. / Essential
14.4The Tenderer may demonstrate the ability to offer Optional capabilities, which the Customer may choose to have included with the Device depending on Agency requirements. / Optional
15Disablement and Enablement of Capability
15.1The Tenderer must demonstrate the ability to disable capabilities of the Device so that the Device has only the Essential features for the Class in which it falls.
15.2The Tenderer must demonstrate the ability to enable and disable additional capabilities for Agencies in order to meet their specific needs. / Essential
15.3Where a capability is not an Essential requirement or has not been specifically agreed by the Customer, the Customer will not be liable for any Charges in relation to that capability including but not limited to disablement or enablement charges or any usage of that capability incurred by the user. / Note to Tenderers
16Security Requirements
16.1The Tenderer must demonstrate the ability to offer Smartphonesthat are compatible with software that is listed on the Evaluated Product List as put out by Defence Signals Directorate. This list can be found at / Essential
17Data Sheets
17.1The Tenderer must demonstrate the ability to provide adata sheet detailing the specification for each Device. / Essential
17.1.1Class 1, Class 2 and Class 3 Device specifications must include, and are not limited to:
(a)battery standby and battery talk time;
(b)energy consumption;
(c)charge time;
(d)size and weight of Device;
(e)screen size (actual size and number of lines of text);
(f)phone book capacity;
(g)SMS capability;
(h)mobile internet capability;
(i)MMS capability;
(j)GPS capability;
(k)camera capability;
(l)predictive text capability;
(m)data communication capabilities;
(n)integrated phone/PDA capabilities;
(o)ability to communicate with PC, laptop, PDA and other devices (with no additional hardware required and with necessary software provided), including but not necessarily limited to:
(i)Bluetooth;
(ii)ability to use Device to connect a laptop/PDA to the internet;
(iii)back-up of phone-book and other features to laptop or other Device (including compatibility with standard office tools such as Microsoft Outlook and Lotus Notes);
(iv)calendar synchronisation between Device and PC, laptop, PDA etc.
(p)speech recognition (for phone book and other functions);
(q)specific absorption rate rating (measure of the level of human exposure to radio frequency emissions);
(r)compatibility for use with hearing aids and similar equipment;
(s)Speaker Phone;
(t)Vibrate;
(u)Dual-mode or Multimode; and
(v)the countries and/or regions in which the Device will operate (including any limitations on functionality whilst in these countries and/or regions).
17.1.2Class 4 Devicespecifications must include, and are not limited to:
(a)energy consumption;
(b)size and weight of Device;
(c)network technologies supported;
(d)operating systems supported;
(e)ability to communicate with PC, laptop (with no additional hardware required and with necessary software provided);
(f)specific absorption rate rating (measure of the level of human exposure to radio frequency emissions); and
(g)the countries and/or regions in which the Device will operate (including any limitations on functionality whilst in these countries and/or regions).
17.2Finance may reasonably change these requirements from time to time to reflect changes in technology and the Australian mobile telephony market. Changes will be effected in accordance with the terms of the Official Order. / Note to Tenderers
18CATEGORY 3 – ACCESSORIES
19Accessories / Capability Requirement19.1The Tenderer must demonstrate the ability to provide at a minimum, the following Accessories for Class 1, Class 2 and Class 3 Devices:
19.1.1batteries;
19.1.2AC chargers; and
19.1.3USB cables. / Essential
19.2The Tenderer should demonstrate the ability to provide other Accessoriesincluding, but not limited to:
19.2.1alternate wired headsets;
19.2.2Bluetooth headsets;
19.2.3fixed vehicle kits;
19.2.4portable vehicle kits;
19.2.5pouches/holders;
19.2.6DC chargers;
19.2.7universal chargers; and
19.2.8memory cards of various capacities. / Desirable
ASSOCIATED SERVICES
20Supply and Delivery of Hardware Services / Capability Requirement20.1The Tenderer must demonstrate the ability to:
20.1.1 supply and provide free delivery of all Devices, Accessories and/or SIM cards (Hardware Services);
20.1.2deliver Hardware Services to the nominated office of the Agency;
20.1.3deliver to Metropolitan, Rural and Remote Areas of Australia and internationally;
20.1.4provide a flexible and responsive arrangement, whereby Agencies can obtain Hardware Services quickly;
20.1.5operate within the maximum delivery times outlined in Table 27: Maximum Delivery Times for Hardware Services, unless otherwise agreed with the Customer.
Table 27: Maximum Delivery Times for Hardware Services
Area / Maximum Delivery Time
Metropolitan / Next Business Day
Rural / 2 Business Days
Remote / 3 Business Days
International / 5 Business Days
/ Essential
21Installation of Fixed Vehicle Kits
21.1The Tenderermay offer installation of fixed vehicle kits for hands-free operations of Devices, on an ‘as and when required’ basis. / Optional
21.2Vehicles that are used for regional travel may require fixed vehicle kits with higher gain antennas (e.g. direct coupled antennae) that will give maximum coverage from mobile phone base stations. Such kits must comply with State and Commonwealth statutory requirements regarding mobile telephone service use. / Note to Tenderers
22Hardware Services Acquisition
22.1The Hardware Services will be sold under the Work Orders rather than leased or transferred through arrangements which bundle minimum call and data volumes into the apparent cost of the Hardware Services.
22.2Agencies will nominate a number of Authorised Representativeswho are authorised to order Hardware Services. The Contractor will not accept orders for Hardware Services from any persons who are not Authorised Representatives. / Note to Tenderers
23Service Desk
23.1The Tenderer must demonstrate the ability to provide:
23.1.1 a Service Desk for:
(a)receiving and responding to Carriage and Hardware Services features and functions queries;
(b)service ordering;
(c)Fault reporting; and
(d)ad-hoc user assistance.
23.1.2a Service Desk able to be contacted through a freecall or toll-free number.
23.1.3a Service Desk that accepts and deals with requests:
(a)for Associated Service ordering and Fault reporting, from Authorised Representatives; and
(b)for receiving and responding to Carriage and Hardware Services features and functions queries and ad-hoc user assistance, from any Customer Personnel.
23.1.4a priority number available for network support on a 24x7 basis for the use of Authorised Representatives and Customer Personnel seeking assistance with network issues, including urgent coverage problems and system outages.
(a)Service Desk contact details must be provided in each Work Order that is signed in regards to Carriage and Devices. / Essential for Categories 1 and 2
Desirable for Category 3
24Priority support
24.1The Tenderer should demonstrate the ability to providePriority Support in addition to the Service Desk, providing additional support to VIPs, executives and other Customer Personnel nominated as Priority Personnel.Tenderers should outline their approach to Priority Support in their response. / Desirable
25Dedicated Account Team
25.1The Tenderer must provide details for a dedicated team to provide account management services to Customers. Such dedicated staff must include but not be limited to, specifically for the Australian Government, the following capabilities:
25.1.1a billing specialist;
25.1.2an accounts executive;
25.1.3a technical escalation contact; and
25.1.4the Contractor Representative. / Essential
26Fault Repair and Service Restoration
26.1The Tenderer must demonstrate the ability to maintain adequate stocks of replacement parts and equipment to support the Services supplied under the Official Order and any Work Order and ensure that all facilities and resources (such as vehicles, equipment and personnel) that are necessary to properly provide the Services are available at all time for that purpose. / Essential