ICT End User Devices and Services Contract
- Mandatory
| Date: | 1 Oct 2023 - 30 Sep 2026 | |
|---|---|---|
| Updated: | 1 Oct 2023 | |
| Managed: | Digital.NSW | Contact owner |
| Type: | Whole of government | |
| Contract Number: | 9826 |
Contract 9826 replaced the previous ICT End User Devices and Services Contract 999 on 1 October 2023.
Order forms signed on or before 30 September 2023 under contract 999 will be honoured until they expire.
What's covered
Lot 1 – devices
The scope of lot 1 covers core hardware (goods), lifecycle essential services and software (end user devices in the following categories):
Desktop
- Thin-client desktop
- Entry-level desktop
- Standard desktop
- High-end desktop
- Workstation
Notebook
- Primary student
- Secondary student
- Standard notebook
- Lightweight notebook
- Ultra-lightweight notebook
- Mobile Workstation
- Ruggedised notebook
Mobility device
- Two-in-one/Hybrid
- Entry-level Tablet
- Standard Tablet
- High-end Tablet
- Ruggedised Tablet
Specialist computer
Monitor
- 20” to 24”
- 25” to 27”
- 28” to 32”
- 33” to 40”
Monitor Mounts
Peripherals
- Port Expansion
- Styli
Accessories
- Input Devices
- Keyboard
- Mouse
- Trackpads
- Trackballs
- Carry and Protection
- Tote bags
- Cases
- Backpacks
- Audio Visual
- Headsets
- Earphones
- Webcam
- Conference speakers
- Conference speaker/webcam combo
Endpoint management Software-as-a-Service
When software is bundled with a device purchase. Endpoint management SaaS offerings include some or all the following features.
- Endpoint management
- Endpoint protection
- Configuration management
- Policy deployment and enforcement
- Remote control
- Software deployment and patching (including firmware)
- Monitoring, analytics and reporting
Warranty and support services (when bundled with a device purchase)
- Advanced exchange warranty
- Next business day (onsite) warranty including 4-year sealed battery
- Return to base warranty
Software required for the essential function of devices
Software provided with the devices unless a customer requests otherwise. Examples of software that would be covered by this requirement includes:
- operating systems
- BIOS
- firmware
- product-specific drivers
- accessory or peripheral drivers
- utilities
- value-added software that is bundled (password managers, antivirus software).
Lifecycle essential services
- Disposal and Sanitisation
- Asset Information
- Help desk support
- Warranty
Next business day warranty (3 years) and metro delivery are included with most Lot 1 End User Devices. Access the ICT/Digital Sourcing (ICTDS) portal for details on the specific Goods and Services available from each empanelled supplier. To access the ICTDS Portal you’ll need to complete and submit the ICTDS portal access request form.
Lot 2 – Services
Buyers may elect to purchase these Lot 2 services as an integrated part of the supply of a device bundle or independently of the device supply.
Affix an asset tag or label, containing relevant information about the asset, to each unit of equipment so that it can be readily and uniquely identified. The label must be clear to read and located in an accessible and obvious location.
Provide pre-delivery software imaging services allowing a standard operating environment (SOE) or image, provided by a customer, to be installed on desktop, notebook or specialist computer devices, prior to delivery. Suppliers are required to securely manage the imaging requirements of each customer, including storage of images, version control and ensuring that no image is installed prior to approval by the relevant customer.
Installation of end user computing devices associated peripherals and accessories (with or without a device bundle) on a customer site or staff work location. Installation services include:
- unpackaging
- validation of physical installation on a desk or into a designated work area as required
- setup to the point where the operating system is useable
- installation of application or system software
- installation of additional peripherals or accessories
- connection to network(s)
- transfer of data from existing equipment to the new equipment
- testing of equipment operability within the environment
- reporting and correcting issues and failures
- updating asset register data.
- endpoint management Software-as-a-Service.
Endpoint management SaaS offerings include:
- endpoint management
- endpoint protection
- configuration management
- policy deployment and enforcement
- remote control
- software deployment and patching (including firmware)
- monitoring, analytics and reporting.
Providing services to sanitise EUC devices on site or staff work location. The supplier must be able to follow customer specific techniques or standards as requested when providing sanitisation services. For example, Federal government Information Security Manual (ISM) media security controls, or NIST "800-88 Guidelines for Media Sanitization" and provide formal notification and certificate of destruction, in accordance with ISO27001 or ISO14001 as required by the customer.
- These services including one or more of the following options and must be performed in line with industry information security standards Logical clearing, purging, or destruction (or a combination) of data on device media.
- Physical destruction of storage media with environmentally appropriate recycling of materials.
- Deletion of device configuration.
- Returning a device to factory state.
- Updating asset register data.
Providing Service to dispose of EUC devices at the end of their useable life.
These services include one or more of the following activities and must be performed in line with industry information security standards.
- Validating the operating state of equipment (operational or non-operational)
- Recovery of equipment from a customer site or staff work location
- Confirmation that appropriate sanitisation has been applied
- Disposal of equipment
- Updating asset register data
Suppliers must ensure that disposal of equipment occurs in an environmentally appropriate manner. One or more disposal methods may be used, including:
- reuse through donation or sale
- direct recovery and reinsertion into a supplier’s supply chain
- recycling through a proven third-party channel
- provision of environmental certification for recycled items.
For the avoidance of doubt:
- the written consent of the customer is required before any disposal services can be provided outside a customer site
- where disposal services are performed at the contractor's or a third party’s site, those sites may be subject to an audit, inspection and approval by customer personnel or a third party nominated by the customer
- the contractor must not send any device offshore for purposes of performing services, or otherwise, without sanitisation services having first been performed either by the contractor or another party.
Providing services to decommission end user computing devices and associated peripherals and accessories on site or staff work location.
These services include one or more activities, such as:
- validating the operating state of equipment (operational or non-operational)
- powering off and disconnecting equipment
- preparing and packing equipment for storage or transportation
- moving equipment to a designated storage area
- updating asset register data.
This is a commercial option for the supply of end user computing devices, which allows customers to take advantage of their OPEX budget to fund equipment, supports dynamic scaling of the customer EUC fleet to meet changing requirements and, reduce EUC support overheads.
The DaaS service offering is available for one or more devices from the following EUC device categories:
- desktop
- notebook
- mobility device.
Under the C9826EUC panel there are two Device-as-a-Service offerings
- Device-as-a-Service minimum offering:
Intended to allow customers to take advantage of some of the opportunities and benefits represented by DaaS, or to apply DaaS to specific use cases within their business, without having to integrate a fully managed DaaS offering into their business.
- Device-as-a-Service full offering:
Intended to provide customers with the opportunity to realise the full benefits of a consumption based, dynamic, managed end user compute service.
Services associated with the 2 DaaS offerings
Service type | DaaS Minimum | DaaS Full |
|---|---|---|
Consumption billing (monthly) | x | x |
Consumption reports | x | x |
Standard Warranty | x | x |
Delivery | x | x |
Sanitisation | x | x |
Disposal | x | x |
Decommissioning | On request | x |
Asset tagging | On request | x |
Pre-Delivery Imaging | On request | x |
Installation | On request | x |
End-point Management | On request | x |
Device purchase buyout | x | x |
What's not covered
The contract does not cover:
- monitors with diagonal screen dimension larger than 40"
- EUC consumables
- removable storage devices (including USB and external drives)
- accessories (other than those provided as part of a sub-category device bundle)
- second-hand devices will not be accepted unless agreed prior with the customer and priced in accordance and consistent with the pricing described in this contract.
To obtain these goods and services or any hardware not covered by the contract, use the ICT Services Scheme.
What you need to know
Typical user-defined specifications
In reviewing and resetting this contract, the Contract Authority has decided to move from detailed specifications and example hardware, as previously defined in the Government Standard Specification (GSS) and transition to a hardware-agnostic approach to setting minimum requirements. In this specification most EUC devices (except Specialist Computers and Monitors) are defined by their typical user – that is the user type and main activities that user would expect to undertake with a given device.
End user computing devices are structured into categories and sub-categories. Each sub-category device is defined by a typical user description.
Maximum price contract
Buyers can negotiate pricing. If buyers are seeking to get large volumes, they can request further discounts.
Insurance
Insurance levels are generally:
- public liability insurance $20 million
- product liability insurance $20 million
- professional indemnity insurance $20 million.
If required buyers can request cybersecurity insurance under the ICTA.
Who to contact
For more information or advice, you can contact the head contract owner, the Department of Customer Service, at EUCPanel@customerservice.nsw.gov.au
Approved suppliers
View suppliers on this contract. The 'x' indicates which lot(s) the supplier is approved to provide.
For details on devices and services, see the individual technical specifications and price books.
New suppliers
Lot 1 (devices) and Lot 2 (services) panels will remain closed to new suppliers. However, we may open the panel to accept new suppliers from time-to-time. When that happens, we'll release a request for proposal through the NSW Government tendering platform.
New suppliers can sign up on Supplier Hub to be notified of new business opportunities matching their profile.
Suppliers of ICT other than end user devices and services should apply for the ICT Services Scheme.
Who's eligible to buy
This contract is a mandatory, whole-of-government agreement.
All NSW Government agencies are eligible to use, and must use, this contract when buying ICT end user devices and services.
You don’t have to be a NSW Government agency to buy under NSW Government contracts, panels and contracts but you have to apply to become an eligible non-agency buyer.
How to compare prices and quotes
Price books for devices (Lot 1) and services (Lot 2) are available from each supplier via the ICT/Digital Sourcing portal. Request access to the ICTDS portal.
When comparing prices, ensure you're comparing the same model and specification. You should also take into account warranty, delivery and operating systems. If the comparison is valid, the supplier may be required to price match.
If you find better pricing, we ask you to send the details to the contract manager.
Pricing in US dollars
Some suppliers have chosen to quote in US dollars. When you enter into an agreement with one of these suppliers, you'll need to agree on the conversion rate to Australian dollars.
For large orders, you may contact TCorp. TCorp can assist with hedging the currency for a better financial outcome.
Conditions
Suppliers cannot add conditions when quoting. Only conditions accepted and agreed in the ICTA are applicable.
Invoicing
Terms of trade are 30 days from receipt of a correctly rendered invoice.
Delivery
Delivery is free in the Sydney Metropolitan area. Delivery times vary per supplier. Details can be found under each approved supplier.
How to form a customer contract
The ICT End User Devices and Services panel contract was established under the NSW Government ICTA/MICTA contracting framework.
To join the panel, suppliers have executed a Master ICT Agreement (MICTA) with the Department of Customer Services, the contract authority.
To buy from a supplier for the first time, the buyer and the supplier execute an ICT Agreement (ICTA). Buyers can access the ICTA for the supplier they want to buy from via the ICT/Digital Sourcing portal. Request access to the ICTDS portal.
Once the ICTA is in place, the buyer can order goods and services by issuing purchase orders under the ICTA.
How to manage complaints and disputes
If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.
You can view general information that may help you prepare for and manage complaints and disputes: