it industry briefing technical customs it market testing

IT Industry Briefing Technical

Customs IT Market Testing

Jo Hein, National ManagerIT Market Testing

Australian Customs Service

Administration

• Please turn off your mobile phones

• Conveniences

• Handout

• Questions process

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.

Introduction

• 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

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.

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.

Customs Locations

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

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

Customs Staffing Profile

Unit Central Office NSW VIC QLD SA WA TAS NT Total

Executive 40 0 0 0 0 0 0 0 40

Cargo & Trade219.05 165.57 94.46 39.86 18.19 22.41 5 9 573.54

Border Intel &Passengers 213.7 656.48 399.92 375.48 56.03 211.03 6 42.16 1,960.80

Border Compliance &Enforcement

430.65 479.75 326.46 292.7 62.76 206.86 18 43.59 1,860.78

Coastwatch 68 0 0 7 0 0 0 4 79

Information & OfficeTechnology

105.05 0 0 0 0 0 0 0 105.05

Non-Aligned193.19 148.32 147.38 121.13 23.11 53.7 5.89 29.41 722.13

Total 1,269.65 1,450.13 968.21 836.19 160.08 494 34.89 128.16 5,341.30

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

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.

Customs As-Is Model

Key:

Applications Development - tendered on a case by case basis

CyberTrustHOCOLEA separate 3rd party contractTelstra contract

HOCOLEA

© 2003-2006 Pillsbury Winthrop Shaw Pittman LLP All Rights Reserved

CarriageOGA

ServicesWinTel

Infra structure

Carriage

GatewayMain-Frame

Desktop(LAN)

BUILD

MANAGE

Supplier & Contract

Management

IT Procurement

IT Finance

IT HR

Communicate

Data(WAN)

Voice

Technology and Security Architecture

Data Centre

Main-frame

Mid-Range

Voice Infra

structure (sub to TBS)

CCF GatewayServices

(sub to Cyber Trust)

Customs As-Is Sourcing Model (May 2006)

MaintenanceSSDU Operational Administrative

Application Maintenance & Support Contracts

Application Development

(Case by Case)

Delivered primarily by Customs Officers

High Level Design

Low LevelDesign

Code

Test

Project Management

RUN

IT Strategic Planning

IT Architecture

Program Management

Office

Project Management

(Case by Case)

Australian Customs

Subject Matter Experts

WinTel CCF

WinTel Apps

LAN and Desktop Services

Non WinTel

ComputeGOVERN

EDS

CA, Kaz, IBM, EDS, Other providers

Service Desk (Apps Tiers 2-3)

RELATE

Customs Relationship Management

Business Requirements

Service Desk (Tier 1)

Information and Application Architecture

Applications Environment Management

Data FM

IT Industry Briefing Technical

Customs IT Market Testing

Debbie McLaughlinIT Market Testing

Australian Customs Service

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.


Applications• In-House Applications• Packaged solutions

Application Environment Platform

Runtime Development Tools Database

Mainframe IBM Z990 (Z/OS) CICS COBOL CA Advantage:Gen DB2

Sun (Solaris) J2EE Borland Jbuilder Oracle

IBM (AIX) WebSphere Application

Server

WebSphere Studio Application

Developer

DB2

Oracle

Midrange

HP Compaq (Windows

2003)

IIS Version 6

MS .NET

J2EE

MS Visual Studio MS SQL

Server

Desktop HP Compaq (Windows

XP)

MS .NET

Java

MS Visual Studio,

Borland Jbuilder

MS Access

Key applications portfolio based around: • A:Gen (mainframe applications such as ICS)• Powerbuilder (PACE)• A range of other technologies for other applications.


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

Ethernet LAN Backbone APBRC LAN Backbone

BURWOOD ULTIMOAPBRC

Australian Pacific Business Resumption Centre

IBM MainframeUNISYS Mainframe

Customs managed IP WAN Network

(provided by Telstra)

StorageTekPowderhorn

Cartridge Silo

TeraDataData WarehouseNCR 4980/4900

CUSTOMS MAINFRAME ENVIRONMENT

Data StorageEMC 8830

Data StorageEMC DMX 1000

COBOL/DMSLINCMAPPER

ICSExamsBagsTRSInterceptTapinTarconLicensing

StorageTekPowderhorn

Cartridge Silo

Data StorageEMC 8830

UNISYS MainframeDevelopment

IBM Mainframe

DR Environment

Dev/DRCOBOL/DMSLINCMAPPER


Data Warehouse

Product O/S Software Systems supported

NCR 4980 & NCR 5400 Teradata Integrated Analysis

Tool (IAT)

Integrated Cargo

Systems (ICS)

SUN Solaris Corporate

Research

Environment (CRE)

EXIT Data

Warehouse

HP Compaq Windows NT4 Imports Datamart


Storage

Product Systems data stored GBs

Currently

Installed

EMC Symmetrix 8830 IBM Mainframe

Unisys Mainframe

Open Systems including:

PACE

CCF

QSP

Peoplesoft

Tapin/Registry

13,722

EMC Symmetrix 8830 Unisys Development

IBM Mainframe DR

PACE DR

6,136

EMC DMX 1000 IBM Mainframe 6,786

EMC Clariion CX 700 CRE Data Warehouse 8,322

2 x EMC Clariion CX 600 Open Systems including:

PACE

EDI

QSP

LAN File and Print Servers

5,110 11,096

3 x EMC Clariion CX 500 CCF

TSM

Disaster Recovery

2,201 2,190 2,190

EMC Clariion FC 4700 CCF 2,178

3 x Storagetek (POWDERHORN Cartridge Silo) IBM/Unisys M/Fs


Data Network• Customs has a large number of external links to its offices and other

government and commercial organisations.

64K

Telstra IP Network

ISDN Network

10M512K

512K

512K1024K

512K

1024K3M

2M

384k

384k

384K

320K

512K

2M

2M

64K

128K

192K

256K

256K

192K

256K

128K

256K

64K

128K

6M15M

2M4M

512K320K

512K

448K256K

768K

384k

256K

384K

320K

192K

384KSYSMC (234) APBRC (235)

384K

448K

512K

Canberra CH (100) Sydney ITB (231)

CHSIA (236)

Melbourne CH (300)

Melbourne ITB (302)

Brisbane ITB (401)

Brisbane CH (400) Adelaide ITB (501)

2600Adelaide CH (500)

2600 Perth ITB (602)

Fremantle CH (600)

Coolangatta ITB (407)

Hobart CH (700) Darwin ITB (801)

Darwin CH (800) Cairns ITB (408)

Melbourne Container Facility (303)

256K

384K

Perth Airport CH (601)

Perth Postal Control (603)

Bunbury (605)

Carnarvon (610)

Port Hedland ITB (624)

Geraldton (611)256K

64K

256K

512K

256K

192K192K

256K

128K

128K

128K

128K

256K

Broome CH (607)

Broome ITB (608)

Brisbane Airport CH (403)

National Uniforms (405)

Brisbane Postal Control (402)

Brisbane Dog Unit (406)

Mackay (413)

Gladstone (412)

Thursday Island (415)

Brisbane Container Facility (404)

Townsville CH (409)

Townsville Airport CH (410)

Christmas Island AFP (625)

Christmas Island ITB (626)

192K

256K

256K

192K

192K

256K256K

192K

192K

256K192K

64K

192K

64K

256K

192K

512K

256K

64K192K

192K

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps

FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS

C IS C O 3 7 4 5 -IO -2 F E

ETM AIM0NPA AIM13745W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E

ETM AIM0NPA AIM13745

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

1760

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

2600

1760

Legend

2600

1760

Cisco 2611XM or 2610XM

Cisco 1760

1760

2600

2600

2600

1760

1760

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


Cisco 7206VXR

Cisco 3745

2600 Backup Cisco 2611XM or 2610XM

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E

ETM AIM0NPA AIM13745 Backup Cisco 3745

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E

ETM AIM0NPA AIM17200 Backup Cisco 7206VXR

Telstra IP WAN or IP MAN Network

Telstra ISDN Network

Port Hedland CH (615) 2600192K

Perth Container Facility (608) 2600 256KDampier (612) 2600 256K

128K

Adelaide Container XRAY Facility (508)

256K

1760 Bundaburg (414)

64K

64K

128K

1760Esperance (614) 64K

1760Albany (606) 64K

1760 Weipa (421)

64K

128K

128K

128K

W2 W1 W0

CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CFAUXCONSOLE

ACT

LINK100 Mbps

ACT

LINK100 Mbps


C IS C O 3 7 4 5 -IO -2 F E


CUSTOMS ROUTED DATA NETWORK OVERVIEW – 4 November 2005

Launceston CH (701)

Burnie (702)

1760

1760

Adelaide Postal Control (503) 2600

2600

Port Lincoln (505) 1760

Melbourne Postal Control (304)

Melbourne Airport CH (301)

Melbourne Dog Unit (305)

2600

2600

2600

Portland (306) 1760 Fyshwick Tech Annex (103)

Canberra Dog Unit (102)

Parliament House (104)

AFP (108)

DFAT PACE (106)

ASIO (AGs) (105)

2600

2600

1760

2600

1760

1760

Norcom (812)

Darwin RAAF (813)

1760

1760

Nhulunbuy/Gove (802) 1760

Richmond (228)

Sydney MHU (232)

Sydney IME (205)

Sydney Marine Centre (203)

Newcastle (204)

Wollongong (207)

Sydney Dog Unit (210)

NTAL Port Botany (217)

CTAL Port Botany (218)

NCA (230)

Queens Bond - Stores (209)

Sydney Container Facility (202)

1760

2600

2600

2600

2600

2600

2600

1760

1760

1760

1760

2600

1760

1760

1760

Darling Harbour (229)

Coffs Harbour (211)

Eden (208)

2600 2600

Bridging - Logical Tunnel

1760 Premiere (111)

64K

2600 Brisbane Neutron Scanner (426)

192K


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

Current Desktop Environment Proposed by 2007

Windows 2000,Novell Client,Novell ZEN Works, MS Office 2000,IE 5.5

Windows Vista, MS Office 2003, IE 7.0

Current LAN Environment

Novell Netware 5.1Windows 2000

Windows 2003


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


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.

Site Type Number of Sites

Number of People Infrastructure

1. Larger 12 Greater than 42Key state offices

Mitel 3300 ControllersSX 2000Handsets Mitel 4015/4025 (Configurations for the Handsets are listed in Table 26).UPS. Networked via VoIP on dedicated unclassified network.

2. Medium (non-key State Offices)

6 Greater than 42 Mitel 3300 ControllersS 2000Handsets Mitel 4015/4025UPS

3. Small (with PABX) 38 9-42 Mitel 3300 ControllersSX 2000IP handsets [data collection]UPS

4. Small (without PABX) 58 Less than 9 Access lines/exchange linesAnalogue handsets


Internet and Secure GatewayCustoms 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.


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.


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

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.

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.

Customs Future Sourcing Model

Key:

Main processing Bundle - RFT 05-1037 Applications Development to be tendered on a case by case basis Applications Maintenance & Support Bundle (panel(s)) - RFT 05-1071

Internet and Secure Gateway Bundle - RFT 05-1038HOCOLEA separate 3rd party contractVoice Infrastructure Bundle - RFT 05-1073External Telecommunications (Current Telstra contract)

HOCOLEA

Service Desk (Apps Tiers 2-3)

© 2003-2006 Pillsbury Winthrop Shaw Pittman LLP All Rights Reserved

IT Strategic Planning

IT Architecture

Program Management

Office

Project Management

(Case by Case)

Australian Customs

Subject Matter Experts

WinTel CCF

WinTel Apps

LAN and Desktop Services

Non WinTel

RELATECompute

GatewayMain-Frame

Desktop(LAN)

BUILD RUN

GOVERN

Customs Future Sourcing Model

MaintenanceSSDU

Staff Augmentation

(Panel)

Operational Administrative

Application Maintenance & Support (Panel)

Application Development

(Case by Case)

Delivered primarily by Customs Officers

High Level Design

Low LevelDesign

Code

Test

Project Management

MANAGE

Supplier & Contract

Management

IT Procurement

IT Finance

IT HR

Communicate

Data(WAN)

Voice

Technology and Security Architecture

Data Centre

Main-frame

Mid-Range

Voice Infra

structure

CCF GatewayServices

Customs Relationship Management

Business Requirements

Service Desk (Tier 1)

Information and Application Architecture

Applications Environment Management

Data FM

CarriageOGA

ServicesWinTel

Infra structure

CarriageSkills

Augmentation(Panel)

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

Main Processing

In Scope • Data Centre accommodation• Mainframe, Midrange, Data warehouse and associated storage• Management of the main processing environments• Level 2 Service Desk• Service Management

Customs is seeking a Service Provider to provide and manage its Mainframe, Data Warehouse and Midrange environments.

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.

Applications Maintenance and Support

In Scope • Applications Architecture• Requirements Analysis and Definition• Software Maintenance• Quality Assurance and Testing• Application Project Management• Service Management to support Applications

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.

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.

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

Customs is seeking a Service Provider to manage its internal Voice infrastructure.

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

Internet and Secure Gateway

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

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

Optional Services • Corporate Web Hosting• Remote Access Services• ISP

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

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).

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.

Shaw Pittman Model

Customs Future SourcingMosaics x 6

Organisational Requirements

Business Processes

Operational Activities and Procedures

IT Process Definitions

1. Relate

1.1 Relationship Management

1.1.3 Relationship Management Technical Support

The purpose of the “Relationship Management Technical Support” process is to provide technical input into and support for the Internal Customer IT Management and External Customer IT management processes.

Element

Definition

Attributes

IT Element Definitions

DASD

“DASD means a device that: (a) stores, reads and writes data on on-line magnetic media

(e.g. disks); and (b) is accessed directly by a server

• Specifications• Volumes • Role• Environment• Locations

Information contained in Data Sheets

Service Requirementsprovided in Schedule 2

Customs Future SourcingMosaics x 6


Business Processes



Business Processes


IT Process Definitions

1. Relate

1.1 Relationship Management

1.1.3 Relationship Management Technical Support

The purpose of the “Relationship Management Technical Support” process is to provide technical input into and support for the Internal Customer IT Management and External Customer IT management processes.

Element

Definition

Attributes

Element

Definition

Attributes

IT Element Definitions

DASD

“DASD means a device that: (a) stores, reads and writes data on on-line magnetic media

(e.g. disks); and (b) is accessed directly by a server

• Specifications• Volumes • Role• Environment• Locations

Information contained in Data Sheets

Service Requirementsprovided in Schedule 2

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

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.

Shaw Pittman Model

1.1

.1.1

1.1

.1.2

1.1

.1.3

1.1

.1.4

1.2

.1.1

1.2

.1.2

1.2

.1.3

1.2

.1.4

1.2

.2.1

1.2

.2.2

1.2

.2.3

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Contains proprietary and confidential information of Australian Customs Service and Pillsbury Winthrop Shaw Pittman LLP.

© 2003, 2004, 2005 Pillsbury Winthrop Shaw Pittman LLP All Rights Reserved.

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

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

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

Scorecard

Example

Individual scorecards will be implemented for each Service Bundle,

as well as a corporate scorecard across all ICT services.

Individual scorecards will be implemented for each Service Bundle,

as well as a corporate scorecard across all ICT services.

Achieved

Not Achieved

Financial Management

Business Outcomes

Strategic Benefit

63%

37%

84%

16%

57%

43%

72%

28%

69%

31%

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

• Passenger facilitation on time

• Cargo facilitation on time• Delivery of Pays on time

• Service Quality index based on business critical service levels

• This includes quantitative measures of availability, reliability, responsiveness and quality of services

Eg. Target Score 80%

Service Quality

Proposed Performance Measures

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)

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

Applications Maintenance Service Levels Reporting information only covering specified performance

indicators:• Quality of Deliverables (eg. no. of incidents post

implementation)

Business Outcome Measures - Examples Passengers – % within passenger facilitation timeframe Cargo - % within cargo facilitation timeframe Pays delivered on-time

Voice Infrastructure Service Levels PABX & ACD Availability Operator Services – Call Answer Time, Call Direction User

Satisfaction MACs on Time

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

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

Accessing the 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.

Access to Information

• Post RFT Release Industry Briefing - Pricing

– Wednesday 7 June – 14:00 – 16:00Centenary 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

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.

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).

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: [email protected]

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).

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:[email protected].

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

Questions?

it industry briefing technical customs it market testing

Business

customs locations customs

customs role

business objectives

customs total workforce

various customs functions

customs staffing profile

service bundles

service providers