L2 Support services

Description of scope

The Operational Change Analysis service is responsible for supporting the ongoing maintenance, remediation, and improvement of organisational, organisational authority, and user data within the eBusiness platform.

Working under the direction of the eBusiness Support Team, the services lead day-to-day data remediation activities, engaging with internal business units, external agencies, and support teams to ensure organisational and user information remains accurate, current, and fit for operational use.

The services serve as a key coordination point across stakeholders, driving the completion of remediation activities, resolving data quality issues, and supporting business readiness initiatives across the department.

Relevant information about goods/services required

Successful supplier will provide L2 Support services for supporting the ongoing maintenance, remediation, and improvement of organisational, organisational authority, and user data within the eBusiness platform.

Requirements are further refined below under Key Deliverables.

2.2. Key Deliverables

The engagement includes, but is not limited to, the following key deliverables.

Note: Dates detailed in the deliverable schedule are subject to change upon written agreement from the department's Program Management.

Deliverable

Timing

Incident Reports

Comprehensive documentation detailing unplanned events or disruptions that impact operations or system performance.

Depending on severity, incident reports are to be prepared and submitted within 1-3 business days of incident resolution, with high-impact incidents reported within 24 hours.

Status Reports

Support Level Status Reports include details such as incident volumes, resolution times, and SLA performance.

Support Level Status Reports are to be prepared and submitted weekly or monthly, depending on Department requirements.

Procedure Documentation

Structured records that detail step-by-step instructions for performing operational, technical, or administrative tasks. This document supports training, audits, and process standardisation.

Procedure Documentation to be created and updated prior to the implementation of a new process or procedure and reviewed annually or after any significant process change.

Technical Specifications

Define the technical requirements, design, and architecture for systems or applications.

Technical Specifications to be created before the implementation of new systems or support processes and reviewed and updated whenever there are significant changes to the system.