ROBUST Program, Bureau of Meteorology

Deliver a detailed ITSM Organisational Structure that aligns with best practice (ITIL)

Important dates

Opportunity ID
Deadline for asking questions
Monday 24 September 2018 at 6PM (in Canberra)
Closing date for applications
Thursday 27 September 2018 at 6PM (in Canberra)
Thursday 20 September 2018


Write a summary of your brief

Provision of an ITSM organisational structure, to align with ITIL, with supporting roles and SFIA skill Level assignments.

Provision of documentation covering functions, processes and procedures to match the proposed organisational structure.

What is the latest start date?
How long is the contract?

four months

Where can the work take place?
Who will the specialist work for?
ROBUST Program, Bureau of Meteorology
Budget range

About the work

Why is the work being done?

Historically the Bureau of Meteorology has operated under a culture of developing and supporting bespoke solutions which have been designed to meet the requirements of the business without deep consideration of the complexity and the cost of ongoing support and maintenance. This practice has proved to be unsustainable over the long-term and the Bureau, through the ROBUST implementation, aims to address this by adopting Information Technology Service Management (ITSM) best practice.

Recently completed work established a target state support model which has received leadership approval to proceed. This model outlines broad functions such as governance, engagement, service performance and service integration, which link to support functions that aggregate support services around the Bureau's key functions. Guidance on this model along with a baseline assessment of current capabilities will be provided to the successful Tenderer.

The next and current step in this process is to establish an organisational structure with associated processes, functions and procedures to fit into the approved support model. Along with the organisational structure, the Bureau also needs to document the skillsets that are required to fill the roles and responsibilities within the new structure.

For this purpose, the ROT Delivery Stream is proposing to use the (Information Technology Infrastructure Library (ITIL) and Skills Framework for the Information Age (SFIA) frameworks as a means to standardise the Bureau's approach to managing all technology components that contribute to the Bureau's business assets. In the Bureau's context, it is important to note that these technology components include observing systems (data acquisition) as well as conventional ICT components.

What's the key problem you need to solve?

The ROT Delivery Stream aims to deliver a responsive technology support organisation that consistently meets the customer's expectations through the highly skilled and focused efforts of its valued staff and partners. The capabilities delivered will result in the following broad-based outcomes:

i. ROBUST T2 deliverables are operating in a sustainable environment under the new Service Management model.

ii. Service Management practices are carried out according to ITIL best practice and are on a continual improvement pathway.

iii. Service levels are documented and well–understood, service management costs are known and appropriately applied.

iv. Service Management performance is routinely tracked and is both available and usable for decision-making.

v. The Bureau has the capability to simplify and streamline service management operations in order to better respond to customer requirements.

Describe the users and their needs

As a CIO,

I need to understand the organisational structure, roles, skillsets and processes under my Service Management function,

So that I can be assured that all the ITSM functions can be carried out in alignment with best practice (ITIL).

What work has already been done?

Who will the work be done with?

The seller will be working with Bureau staff to elicit detailed information about the working environment. The seller will also be working with existing ROBUST staff to understand future technology capabilities.

Any additional relevant information?

What phase is the work in?

Work setup

Where will the work take place?

700 Collins St, Docklands VIC

What are the working arrangements?

During the term of the contract the supplier must provide the customer with reports as set out below:

i. Weekly Status Meetings preceded by an agenda and followed up with meeting minutes.

ii. Progress Reports, to be submitted at the weekly status meeting.

Is security clearance required?


Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate sellers’ technical competence.

Essential skills and experience
  • is qualified for Category "Support and Operations"
  • shall provide references (at least three) with contact details as evidence that their organisation has provided similar management consultancy advice to other clients concerning organisational design for service management and the application of SFIA
  • shall provide evidence that key personnel within their organisation have met the requirements for certification under ISO/IEC 20000 or ITIL or equivalent service management best practice
  • shall provide evidence of prior application of knowledge principles, methods and supporting service management techniques to achieve desired business outcomes. Suitable evidence to satisfy this requirement would include CVs of key personnel
Nice-to-have skills and experience

How sellers will be evaluated

How many shortlisted sellers will you evaluate?
Proposal criteria
  • How the approach or solution meets user needs
  • How the approach or solution meets your organisation’s policy or goal
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
Work as a team with our organisation and other consultants
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Work history
  • Reference
Evaluation weighting

Technical competence

Cultural fit


Seller questions

Seller questions
Seller question Buyer answer
1. Can you please clarify that the ROT Delivery Stream is responsible for Service Management, IT Operations and Infrastructure Services? The ROT Delivery Stream is responsible for Service Management and IT Operations, which includes all ICT services and therefore covers infrastructure.
2. Given what this initiative is trying to achieve, and the skills required, it seems to align to the assessment criteria of your 'Change and Transformation' category more closely than 'Support and Operations'. Would you allow organisations providing services in this category to also respond? No, tenderers must be qualified for the 'Support and Operations' category
3. We have a KCS- and ITIL-qualified practitioner who would be an excellent fit for your requirements. Typically they deliver projects like these in a consulting model, working onsite for 2-3 days a week with regular outcomes-based milestones. Is that an acceptable delivery model, or are you expecting a contractor who works onsite 9-5, five days a week? Yes, that is an acceptable delivery model. There is no hard-and-fast expectation around the methods with which a consultant would carry out their work. If short-listed, we can discuss methods.
4. How large is your ROT Delivery Team? How many people? Currently five.
5. What does the acronym ‘ROT’ stand for (ROT Delivery Stream)? ROBUST Operations & Transition.
6. Where they state ‘Guidance on this model along with a baseline assessment of current capabilities will be provided to the successful Tenderer’ – does this baseline assessment of current capabilities include the outcome of a SFIA based skills assessment and skills gap analysis? Yes, although the SFIA skills assessment and gap analysis is over two years old and may hold less validity for this task.
7. Hi. We are a consultancy practice with considerable experience in ITIL, strategic analysis and architecture, organisational change and transformation as well as helping in the implementation of better practice to improve the efficiency of an organisation. As a result we are registered with the Digital Marketplace in these areas and feel we would be an ideal candidate to provide the services you require. Unfortunately the only allowed category is 'Support and Operations' which we are not currently registered for. It would be greatly appreciated if an additional service category be allowed - i.e. 'Change and Transformation'. No. Tenderers must be qualified for the 'Support and Operations' category
8. Given the process for bringing supplier organisations into the Marketplace involves the Marketplace team 'assessing' the organisation only after they express interest in an opportunity, and the turnaround time on this submission is very short, would you consider extending the response deadline to enable the Marketplace team to complete any required assessments for suppliers who have expressed interest? Thank you for your question. We would like to keep the response deadline as it stands.

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