Catalogue Publication

Change management is a structured approach to dealing with the transformation of an organization's goals, processes or technologies. The purpose of change management is to implement strategies for effecting change, controlling change and helping people to adapt to change. Change management for content services have a focus on content services system implementation/transition.

Project management is the practice of initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria at the specified time. The primary challenge of project management is to achieve all the project goals within the given constraints (Wikipedia).

CS project management services have a focus on content services migration/transition.

Data analytics involves extensive use of computer skills, mathematics and statistics, descriptive techniques and predictive models to gain valuable knowledge from data. The insights from data are used to recommend action or to guide decision making rooted in business context.

Data and information management is the organisation of data and information throughout the data and information lifecycle regardless of source or format for delivery through multiple channels. The focus of data and information management is the ability of organisations to capture, manage, preserve, store and deliver the right data and information to the right people at the right time, and ultimately dispose that data and information through archiving, transfer or deletion.

Data architecture involves designing and building data models to fulfill the strategic data needs of the business. There is a degree of overlap between data architecture and data modelling, so in order to avoid doubt, we see data architecture as strategic and data modelling as more operational.

Data engineering is the aspect of data science that focuses on practical applications of data collection and analysis. Data engineering ensures the data the organisation is using is clean, reliable and ready for whatever use cases may present themselves. 

Data management training services provide training to agencies in all aspects of data management, including training on data collection, data confidentialisation, data visualisation, data analysis etc.  Training format may include end user training, train the trainers, online training, webinars and through detailed training material.

Data migration services is the process of transferring data between data storage systems, data formats or computer systems.

Data modelling, sometimes referred to as data structuring, involves the organisation of elements of data in logical inter-relationships and determining data flow between different elements of data.  There is a degree of overlap between data architecture and data modelling, so in order to avoid doubt, we see data architecture as strategic and data modelling as more operational.

Driven by organisation’s overall business strategy, data strategy service involves developing a plan that is designed to improve the ways organisations acquire, store, manage, share and use data. Its purpose is to ensure that data is managed and used like an asset. It provides a common set of goals and objectives to ensure data is used both effectively and efficiently.  In New Zealand this also means complying with NZ Government standards, including Archives NZ Information and Records Management Standards and the Government Chief Data Steward Data Content.

IM training services provide training to agencies in all aspects of information management. Training format may include end user training, train the trainers, online training, webinars and through detailed training material.

Information architecture is the art and science of making information usable, findable, manageable, and securable. This is accomplished by applying information science to enterprise information environments to model and design logical systems for organising, labeling, navigating, and searching information.

Driven by organisation’s overall business strategy, information management strategy service involves developing a plan that is designed to improve the ways organisations acquire, store, manage, share and use information. Its purpose is to ensure that information is managed and used like an asset. It provides a common set of goals and objectives to ensure information is used both effectively and efficiently.

 Analytics and search engine optimisation involves techniques to:

• increase the amount of visitors to a website.
• make sure people get the information they’re looking for.
• improve the user experience.
• show improvements and website performance with proactive reporting.

This is done through the analysis of search engine performance and web analytics.

Application testing involves the examination of applications that are hosted on the web in order to verify the application interfaces and other functionalities.  This includes load testing to check that a website is performing well.

Back-end development involves bespoke development, CMS development and integration with other systems.  This includes developing features, databases and web publishing software to support the delivery of information and systems.

Change management is a structured approach to dealing with the transformation of an organization's goals, processes or technologies. The purpose of change management is to implement strategies for effecting change, controlling change and helping people to adapt to change. Change management for digital experience services have a focus on digital experience platform implementation/transition.

The purpose of content design is to ensure that the writing on a website meets the needs of the user as clearly, simply, and quickly as possible.

Project management services is the practice of initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria at the specified time.  The primary challenge of project management is to achieve all the project goals within the given constraints. DXS project management services have a focus on digital experience platform migration/transition.

Front-end development involves development resulting in the production of HTML, CSS and JavaScript for a website or web application.

Information architecture involves user research, data modelling, service design and information packages/flow analysis and development of navigation features across websites. Providers work with product stakeholders, usability advisers, and front-end web developers to create compelling web interfaces.

Native application development involves online app development specifically for mobile platforms e.g. Google Play or Apple's App Store; native apps can take full advantage of all the device features - for example they can use the smartphone camera, the GPS, the accelerometer, the compass the list of contacts, etc.

User insight focuses on understanding user behaviours, needs, and motivations through observation techniques, task analysis, and other feedback methodologies - the process of understanding the impact of design on an audience.

Visual design involves the use of imagery, colour, shapes, typography, and form to enhance usability and improve the user experience for a website.

The Web Accessibility services category is intended for discrete, standalone web accessibility consulting and assessment services distinct from any other services related to website design or development. Typical responsibilities include:

• reviewing and advising on web content, design, development plans, practices and outputs with respect to the New Zealand Government Web Accessibility Standard for making web content accessible;
• reviewing and determining how well specific web pages meet the New Zealand Government Web Accessibility Standard;
• advising on ways to embed web accessibility practices throughout a project, programme, or organisation.

Cloud Transition Services provide capabilities to plan, design, and deploy new applications or transition existing and legacy applications to a de-centralised, cloud-based model.  Services include, but are not limited to, cloud strategy, architecture, migration planning, transition execution, cloud optimisation, and operational handover of current end user services into a public or hybrid cloud environment.

Infrastructure Support Services are contracted by the Eligible Agency under a Statement of Work for ad-hoc support, or for the duration of an activity such as a project.  The received services would augment agency team/resource capacity or provide additional skills, capabilities or expertise as required.

The capabilities provided complement those potentially delivered under “Infrastructure Management Services” within the “Managed Services” Channel in the Marketplace.  The services may be provided in conjunction or completely independent of any related Managed Service. 

Support services may include specific skillsets in the infrastructure areas of, but not limited to, application, server, database, storage/archive, network and or user device support.

Security incident response is an organized approach to addressing and managing the aftermath of a security breach, cyberattack, or security incident. The goal is to handle the situation in a way that limits damage and reduces recovery time and costs.

ICT forensics is the performance of a structured investigation on a computing device to find out either what happened or who was responsible for what happened, while at the same time maintaining a properly documented chain of evidence in a formal report.

ICT Security Incident Response, Investigation and Forensics includes:

• providing advice, training and/or support with security incident response;
• the provision of expert witness services relating to electronic evidence;
• forensic preservation of electronic evidence; investigation and electronic evidence gathering; and cyber-crime investigations.

Information security assurance involves managing risks related to the use, storage and transmission of data and information to ensure the confidentiality, integrity and availability of an organisation’s information.

Information security assurance includes:

• New Zealand Government PSR framework;
• NZ Information Security Manual (NZISM) to achieve Certification of Government Systems;
• national or international standards such as ISO 27000 series, and/or industry standards such as the Payment Card Industry Data Security Standard;
• agency specific policies, standards and frameworks.

Information security governance and strategy is the process to identify an organisation’s information assets and then implement policies and procedures to protect those information assets.

Information security governance and strategy includes:

• developing information security programmes, which may include security strategy, policy, standards, procedures and guidelines;
• providing advice on the design and implementation of architectures;
• providing advice on the selection of technologies and the secure adoption of architectural patterns (including common capabilities);
• providing guidance on how the agency can transition to a future architectural state;
• providing strategy and direction by assigning a virtual Chief Information Security Officer (VCISO) to work in an agency’s in-house team.

Information security risk management is the process of managing risks associated with the use of information technology. It involves identifying, assessing, and treating risks to the confidentiality, integrity, and availability of an organization's assets.  The aim is not to eliminate all risks, but rather to identify and achieve an acceptable level of risk for the organization.

Information security risk management and assessment includes:

• business-focused information security and privacy risk and impact assessments;
• threat modelling processes;
• risk management training and education;
• advice and guidance on the effective deployment of recognised risk management frameworks;
• the development and implementation of appropriate risk management plans with supporting remediation tracking and reporting activities.

Source code, application review and technical testing is the quality assurance process which involves the manual or automated review of an applications’ source code in an attempt to identify security related weaknesses in the code.

Source code, application review and technical testing includes:

• software source code, application and configuration review to establish that security requirements have been met;
• identification and quantification of security vulnerabilities in an application, system, network, or infrastructure component;
• evaluation of security by simulating an attack by a malicious user (by Internet-based or internal network penetration testing, social engineering, etc);
• advice, assessment and training on the system development process, Secure Coding Practices and the Secure Software Development Lifecycle ensure security and privacy requirements are designed, built and implemented into new or changed application systems.

Payroll related Services and deliverables that are delivered by a professionally qualified individual or business. Usually provided in support of payroll implementation, support or administration on an ad hoc or agreed-term basis. Usually where the agency will look for specific roles or activities e.g. payroll administration, payroll training courses.

Authentication Services enable secure access to digital services. These services provide trusted login solutions and verification checks that reduce fraud and unauthorised access.

Example offerings: single sign-on (SSO) platforms, passkey and multi-factor authentication providers.

Binding Services ensure personal or organisational information is correctly linked to the right individual or entity. These services provide trusted verification checks, and integration workflows that reduce fraud and misattribution.

Example offerings: biometric confirmation services, identity binding APIs, and binding verification workflows.

Information Services access accurate, verified personal or organisational information with confidence. These services either provide authoritative data or validate data from other sources to ensure it is reliable.

Example offerings: verified data APIs, registry lookup services, information validation (such as address or entity checks).

Verification Support Services provide tools, processes, or complete solutions that verify the authenticity or validity of digital credentials. These services can operate as full end-to-end verification offerings or as components that integrate with other verification processes, and they are not required to be accredited.

Example offerings: verification SDKs, verifier applications, cryptographic validation modules, verification API connectors.

Enterprise Resource Planning (ERP) software is an integrated system that helps organisations manage and streamline core back-office business processes like finance, human resources and procurement.

An ERP centralises data, automates workflows and enables real-time insights with improved efficiency and better decision-making.

By connecting various functions into a unified platform, ERP software enhances collaboration and ensures consistency across an organisation. 

The software to be listed in this category is to be a Software as a Service solution that is supplied and implemented by the owner of the ERP software or their designated partner on their behalf.

Payroll software is payroll and payroll-related software that is procured by agencies, along with related software support services. The functionalities of a payroll software must include the Payroll component of the taxonomy and may also include some or all of time & attendance, award interpretation, rostering, human resources (HR), workforce management, self service and data management. It can be hosted either in the cloud (private, public or hybrid) by the software provider (Provider Hosted) or on agencies own infrastructure (Agency Hosted).

If your services consist of several components that may be consumed independently, please consider whether separate applications should be submitted instead of a bundle. A single application will be treated as ONE for security reviews including for Tier 1 certification. If appropriate security assurance cannot be provided for one specific component, the whole application may be declined. The Marketplace team can help you decide on the best approach for your application, please ask them.

Payroll software is payroll and payroll-related software that is procured by agencies, along with related software support services. The functionalities of a payroll software must include the Payroll component of the taxonomy and may also include some or all of time & attendance, award interpretation, rostering, human resources(HR), workforce management, self service and data management. It can be hosted either in the cloud (private, public or hybrid) by the software provider (Provider Hosted) or on agencies own infrastructure (Agency Hosted).

If your services consist of several components that may be consumed independently, please consider whether separate applications should be submitted instead of a bundle. A single application will be treated as ONE for security reviews including for Tier 1 certification. If appropriate security assurance cannot be provided for one specific component, the whole application may be declined. The Marketplace team can help you decide on the best approach for your application, please ask them.

Automation and Orchestration services streamline and manage IT infrastructure operations by automating repetitive tasks, deployment processes, and resource scaling. This service integrates workflows across compute, networking, and storage resources to improve operational efficiency, reduce human error, and accelerate time to deploy. It enables consistent configuration management, automated scaling, and seamless deployment of applications and infrastructure changes.

Automation and Orchestration services include components such as:

• Workflow Automation
• Cloud Orchestration
• Container Orchestration
• Network Orchestration
• IT Service Management (ITSM) Orchestration
• Business Process Orchestration
• Continuous Integration and Deployment (CI/CD)
• Infrastructure as Code (IaC)
• Configuration Management
• Cloud Automation
• Network Automation
• Security Automation
• Associated management and administration functions to deliver operational outcomes

Compute Infrastructure (IaaS) provides foundational infrastructure capabilities—including compute, networking, storage, and data protection—delivered from supplier-operated or third-party platforms located in New Zealand or offshore. These services enable government agencies to securely deploy, scale, interconnect, protect, and recover workloads without the operational burden of procuring or managing physical infrastructure.

The service supports virtualised, containerised, and serverless execution environments as well as modern software-defined networking, enterprise-grade storage, and integrated backup and recovery. It is designed to meet New Zealand Government requirements for security, sovereignty, performance, and cost optimisation.

Global/Public Service Model

Global/Public Infrastructure services provide Compute Infrastructure (IaaS) from international cloud platforms, provisioned directly or resold via Marketplace suppliers. Suppliers may act as a broker, reseller, or managed service provider, delivering advisory, optimisation, and managed support. Services may be hosted in NZ or offshore regions subject to applicable assurance requirements. This model delivers maximum scalability, innovation velocity, service breadth, and global reach while maintaining alignment with NZ Government policy for offshore cloud use.

Core Capabilities

Compute Services

• Virtual Machines (VMs): Configurable virtual infrastructure (CPU, RAM, storage) on shared or dedicated environments.
• Containerisation: Managed container platforms and orchestration (e.g., Kubernetes, OpenShift).
• Serverless Execution: Run code and event-driven services without managing underlying compute infrastructure.
• Scalability & Performance: Auto-scaling and resource optimisation based on demand.

Virtual Networking

• Software-Defined Networking (SDN): Logical network overlays decoupled from physical infrastructure.
• Network Virtualisation: Creation of private virtual networks, VPCs/VNETs, or equivalent constructs.
• Security & Segmentation: Virtual firewalls, VPNs, network peering, micro-segmentation, secure inbound/outbound routing.
• Integration: Seamless interconnection with compute, storage, and backup workloads.

Data Storage Services

• Block, File, and Object Storage: Multiple storage tiers to support databases, applications, analytics, and unstructured content.
• Scalable & Tiered Performance: Options for performance tuning, capacity growth, and cost optimisation.
• Data Durability & Resilience: Native replication and redundancy features for high availability.
• Workload Integration: Accessible and attachable to compute, containers, and serverless environments.

Backup, Restore & Business Continuity

• Automated Backup: Scheduled or continuous backup for VM, container, file, or database workloads.
• Rapid Restore: Full environment, application-level, or granular file recovery.
• Resilience & BCP Alignment: Recovery time (RTO) and recovery point objectives (RPO) aligned with agency continuity requirements.
• Data Protection Controls: Supplier ensures encryption, integrity, compliance, and retention lifecycle management.

Compute Infrastructure (IaaS) provides foundational infrastructure capabilities—including compute, networking, storage, and data protection—delivered from supplier-operated or third-party platforms located in New Zealand or offshore. These services enable government agencies to securely deploy, scale, interconnect, protect, and recover workloads without the operational burden of procuring or managing physical infrastructure.

The service supports virtualised, containerised, and serverless execution environments as well as modern software-defined networking, enterprise-grade storage, and integrated backup and recovery. It is designed to meet New Zealand Government requirements for security, sovereignty, performance, and cost optimisation.

Hybrid Service Model

Hybrid Infrastructure services deliver Compute Infrastructure (IaaS) through a jointly governed, licensed cloud instance, or similar model which is operated in New Zealand or an approved sovereign region. These offerings are typically delivered in partnership between a local supplier and a global cloud vendor. Control, funding, and operational responsibilities may be shared. The supplier ensures compliance with NZ government requirements for sovereignty, resilience, and security while enabling access to modern global cloud capabilities under a domestically governed model.

Core Capabilities

Compute Services

• Virtual Machines (VMs): Configurable virtual infrastructure (CPU, RAM, storage) on shared or dedicated environments.
• Containerisation: Managed container platforms and orchestration (e.g., Kubernetes, OpenShift).
• Serverless Execution: Run code and event-driven services without managing underlying compute infrastructure.
• Scalability & Performance: Auto-scaling and resource optimisation based on demand.

Virtual Networking

• Software-Defined Networking (SDN): Logical network overlays decoupled from physical infrastructure.
• Network Virtualisation: Creation of private virtual networks, VPCs/VNETs, or equivalent constructs.
• Security & Segmentation: Virtual firewalls, VPNs, network peering, micro-segmentation, secure inbound/outbound routing.
• Integration: Seamless interconnection with compute, storage, and backup workloads.

Data Storage Services

• Block, File, and Object Storage: Multiple storage tiers to support databases, applications, analytics, and unstructured content.
• Scalable & Tiered Performance: Options for performance tuning, capacity growth, and cost optimisation.
• Data Durability & Resilience: Native replication and redundancy features for high availability.
• Workload Integration: Accessible and attachable to compute, containers, and serverless environments.

Backup, Restore & Business Continuity

• Automated Backup: Scheduled or continuous backup for VM, container, file, or database workloads.
• Rapid Restore: Full environment, application-level, or granular file recovery.
• Resilience & BCP Alignment: Recovery time (RTO) and recovery point objectives (RPO) aligned with agency continuity requirements.
• Data Protection Controls: Supplier ensures encryption, integrity, compliance, and retention lifecycle management.

Compute Infrastructure (IaaS) provides foundational infrastructure capabilities—including compute, networking, storage, and data protection—delivered from supplier-operated or third-party platforms located in New Zealand or offshore. These services enable government agencies to securely deploy, scale, interconnect, protect, and recover workloads without the operational burden of procuring or managing physical infrastructure.

The service supports virtualised, containerised, and serverless execution environments as well as modern software-defined networking, enterprise-grade storage, and integrated backup and recovery. It is designed to meet New Zealand Government requirements for security, sovereignty, performance, and cost optimisation.

Sovereign Service Model

Sovereign Infrastructure services provide Compute Infrastructure (IaaS) hosted within New Zealand and dedicated for Government or domestic use. The supplier operates and manages the environment, retaining full control of the infrastructure stack. All data resides within New Zealand under locally governed operational and legal frameworks. Services comply with NZISM, PSR, data sovereignty, and related government assurance requirements. This model supports sensitive or restricted workloads requiring in-country residency and sovereign control.

Core Capabilities

Compute Services

• Virtual Machines (VMs): Configurable virtual infrastructure (CPU, RAM, storage) on shared or dedicated environments.
• Containerisation: Managed container platforms and orchestration (e.g., Kubernetes, OpenShift).
• Serverless Execution: Run code and event-driven services without managing underlying compute infrastructure.
• Scalability & Performance: Auto-scaling and resource optimisation based on demand.

Virtual Networking

• Software-Defined Networking (SDN): Logical network overlays decoupled from physical infrastructure.
• Network Virtualisation: Creation of private virtual networks, VPCs/VNETs, or equivalent constructs.
• Security & Segmentation: Virtual firewalls, VPNs, network peering, micro-segmentation, secure inbound/outbound routing.
• Integration: Seamless interconnection with compute, storage, and backup workloads.

Data Storage Services

• Block, File, and Object Storage: Multiple storage tiers to support databases, applications, analytics, and unstructured content.
• Scalable & Tiered Performance: Options for performance tuning, capacity growth, and cost optimisation.
• Data Durability & Resilience: Native replication and redundancy features for high availability.
• Workload Integration: Accessible and attachable to compute, containers, and serverless environments.

Backup, Restore & Business Continuity

• Automated Backup: Scheduled or continuous backup for VM, container, file, or database workloads.
• Rapid Restore: Full environment, application-level, or granular file recovery.
• Resilience & BCP Alignment: Recovery time (RTO) and recovery point objectives (RPO) aligned with agency continuity requirements.
• Data Protection Controls: Supplier ensures encryption, integrity, compliance, and retention lifecycle management.

Infrastructure Managed Services is enhanced operational and service management for a customer's infrastructure environment.  It includes both the configuration and ongoing support of services.

This Service Listing does not include the provision of infrastructure software or hardware.

This service allows a Purchasing Agency to engage a supplier to offer specialist support or service management of their infrastructure services obtained through other procurement avenues both inside and outside Marketplace, for example where a Purchasing Agency has purchased infrastructure services directly from a supplier and requires a third party to provide management or configuration services on an ongoing basis.

This service includes specialist design, implementation and support of a Purchasing Agency's infrastructure environment.

Infrastructure Professional Services are contracted by the Purchasing Agency under a Statement of Work for ad-hoc support, or for the duration of an activity such as a project. The received services would augment agency team/resource capacity or provide additional skills, capabilities or expertise as required, and would typically be in support of other services within this channel.

This Service Listing does not include the provision of software, hardware or infrastructure services.

This service allows a Purchasing Agency to engage a supplier to offer specialist professional services in support of their managed security services.

Any supplier offering other services within this Channel must also offer Professional Services in support of those services.

Authentication allows the identity verification of clients for access to applications, websites or software systems. This service includes the ability to identify users, applications or services before gaining access to a digital system and supports Multi Factor Authentication (MFA) ensuring multiple verification methods to access a service.  This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Authentication services include capabilities such as:

• Biometrics
• Key Fob
• FIDO2
• Passwordless
• APIs
• Portals
• Credential reset
• OAuth
• SAML
• OpenID
• Single Sign-on 
• Kerberos

Hardware Security Module (HSM) is a specialised, hardened, tamper-resistant, high-entropy, dedicated cryptographic processor. This service offers increased control over key management operations. This service includes supplier management of standalone appliance or software-based solutions to meet customer requirements.

HSM services include capabilities such as:

• Standards compliance
• Multiple algorithm support
• Key management
• Application Programming Interface (API) 
• Operating System support

Identity Brokerage allows the selection and integration of identity providers or authentication methods for accessing a service. This service includes the ability to connect service providers and identity providers via a single integration, and enable federation as required. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Identity Brokerage services include capabilities such as:

• OAuth
• SAML
• OpenID
• Single Sign-on 
• Identity Provider

Public Key Infrastructure (PKI) Certificate Authority (CA) is the operational CA for a PKI system. This service offers the ability to issue, manage and revoke certificates.  This service includes supplier management of standalone appliance or software-based solutions to meet customer requirements.

PKI CA services include capabilities such as:

• Variety of supported algorithms
• Variety of key sizes
• Application Programming Interface (API)
• Portals
• CA standards compliance

Public Key Infrastructure (PKI) Governance is the design, delivery and management of policies, processes and systems for administering certificates and key pairs. This service includes the people, tools and processes to govern a PKI solution. This service includes supplier management of standalone appliance or software-based solutions to meet customer requirements.

PKI CA services include capabilities such as:

• Key management
• RFC Conformance
• Procedures
• Elevated NZISM Controls
• All of Government (AoG) Certificate Practice Statement

Public Key Infrastructure (PKI) Root is a Certificate Authority (CA) that forms the trust anchor for a security domain so that applications, users or systems that trust it will also trust certificates issued by the CA hierarchy. This service includes the provision of the foundational aspect of a PKI trust chain.  This service includes supplier management of standalone appliance or software-based solutions to meet customer requirements.

PKI Root services include capabilities such as:

• Key management
• Quantum resistant algorithms
• Hardware Security Modules (HSMs)
• Offline
• Elevated NZISM controls
• All of Government (AoG) Certification Practice Statement

Endpoint Detection and Response (EDR) automatically detects and responds to security events on endpoints. This service includes the ability to monitor for security events such as viruses and malware. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

EDR services include capabilities such as:

• Real-time updates
• Cloud integration
• SIEM integration
• Alerting

Mobile Device Management (MDM) and Endpoint Management (EMM) are methodologies and toolsets to administer and set policy on mobile and end user devices. This service enforces policy compliance, application customisation and management, data and network security as well as other security aspects of devices.  This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

MDM and EMM services include capabilities such as:

• Multiple operating system support
• Passcode enforcement
• Application management
• Remote wipe
• Geo-location policies
• Encryption

Managed Security Professional Services are contracted by the Purchasing Agency under a Statement of Work for ad-hoc support, or for the duration of an activity such as a project. The received services would augment agency team/resource capacity or provide additional skills, capabilities or expertise as required, and would typically be in support of other services within this channel.

This Service Listing does not include the provision of software, hardware or managed security services.

This service allows a Purchasing Agency to engage a supplier to offer specialist professional services in support of their managed security services.

Any supplier offering other services within this Channel must also offer Professional Services in support of those services.

Cloud Access Security Broker (CASB) is an intermediary policy enforcement point that sits between users and cloud service providers to provide cloud usage visibility. This service includes the ability to provide data protection and threat protection services according to an organisation's security policies.  This service includes supplier management of standalone appliance or software-based solutions including Software as a Service (SaaS) to meet customer requirements.

CASB services include capabilities such as:

• Authentication
• Single sign-on
• Credential mapping
• Device profiling
• Alerting
• Malware detection/prevention

Data Loss Prevention (DLP) is the identification and prevention of unsafe or inappropriate sharing, transfer or use of sensitive data. This service includes the ability to monitor and block data according to an organisation's policies. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

DLP services include capabilities such as: 

• Integration
• Custom scripting
• Built-in heuristics
• Automatic detection and response

Firewall is a secure gateway service that monitors and controls network traffic based on a set of security rules and policies. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.  Other functional capabilities may be web application, IPS and API protections.

Next-Generation Firewall (NGFW) combines a conventional firewall with other network device filtering functions. This allows for advanced security gateway service functions to be applied to customer environments and deploy Layer 7 protection capabilities.

The Next Generation Firewall service includes features such as:

• Network traffic filtering
• Identity integration
• Intrusion Detection 
• Intrusion Prevention
• Malware protection
• Content filtering
• Application firewalling
• SSL Decryption
• Inline deep packet inspection
• Web Application Firewalling (WAF)
• Cloud-Native Application Protection Platform (CNAPP)
• API security
• Bot protection
• L7 Distributed Denial of Service (DDoS) protection
• Policy Management, Access Control and Health Monitoring

Load balancers distribute network traffic across multiple servers or service points to ensure no individual server is overwhelmed. This service offers hardware and software solutions to intelligently and securely distribute network traffic among different service points. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Load Balancing services include capabilities such as:

• Algorithms
• Failover / service monitoring
• Network layer load balancing
• DNS-based load balancing

Proxies are typically servers that sit between consumers of services and the services they connect to, applying policy enforcement for how those users and services interact. This service includes the ability to apply policy, monitor and control traffic, and block non-compliant connections.  This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Proxy services include capabilities such as:

• Decryption
• Encryption
• Authentication
• Caching
• Custom policies

Remote access is the ability for an authorised user or service to access a service or network from a physically remote location across a network connection. This service includes supplier management of a standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements. Service capabilities also include the ability to authenticate, authorise and securely connect users.

The Remote Access service includes solutions such as:

• Virtual Private Networks (VPNs)
• Authentication including associated integration and multi-factor enforcement
• Authorisation
• Zero Trust Network Access (ZTNA)
• Security Services Edge (SSE)
• Secure Access Service Edge (SASE)

Secure email filtering scans inbound and outbound email traffic monitoring for potentially unsafe messages and applies policies such as blocking and quarantining. This service includes the ability to detect potentially dangerous or unwanted emails such as spam, phishing attempts and malware-infected messages. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Secure Email Filtering services include capabilities such as:

• Anti-spam
• Anti-malware
• Authentication
• URL checking 
• Dynamic scripting

Threat Feeds are continuous streams of data that provide real-time information about potential or active cybersecurity threats from various sources. This service includes the ability to receive and integrate the latest threats and trends into security control systems.  This service includes supplier management of software-based solutions to meet customer requirements.

Threat Feeds services include capabilities such as:

• STIX/TAXII support
• DNS
• IP
• Web Urls

Extended Detection and Response (XDR) and Managed XDR (MXDR) are unified security incident services that provide a holistic protection against advanced cyber attacks. This service includes automated detection and response to security events across network and system endpoints. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

XDR and MXDR services include capabilities such as: 

• Network Traffic Analysis (NTA)
• Intrusion Detection Services (IDS)
• Intrusion Prevention Services (IPS)
• Malware protection

Security Information Event Management (SIEM) gathers security data from multiple systems, automates consolidation and interpretation, and presents data in an integrated view including alerting on possible security incidents. This service includes the toolset and integration with other systems to provide the consolidated security correlation and detection services across an organisation's cyber landscape. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

SIEM services include capabilities such as: 

• Standards support
• Alerting
• Correlation
• Dashboards
• Application Programming Interface (API)
• Integration
• Retention

Security Operation Centre (SOC) and Managed Detection and Response (MDR) provide real-time 24/7 security monitoring, threat detection and response. This service includes the ability to monitor, detects, analyse, respond to, and/or report on security incidents. This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

Security Orchestration, Automation and Response (SOAR) integrates and coordinates separate security tools, automates repetitive tasks and streamlines incident and threat response workflows. This service includes the toolset and integrates into the customer security response processes.  This service includes supplier management of standalone appliance or software-based solutions, including Software as a Service (SaaS), to meet customer requirements.

SOAR services include capabilities such as: 

• Orchestration
• Automation
• Incident Response
• Integration

Cloud Service Management administers and operates the systems and applications that facilitate an on-demand service delivery model across single or multiple cloud environments.  Activities and tasks undertaken provide the ongoing planning, designing, delivery and operation of cloud services on behalf of agencies using appropriate tools, processes and capabilities to manage, monitor and support cloud environments.

Services can include:

• Cloud service integration
  • synchronises data and applications across cloud platforms in a standard manner
  • connects, leverages and optimises cloud technologies and data to facilitate management and resolution of incidents and fulfilment requests (including integration with existing Service Management platforms).
  • provides continuous improvement of service management between all cloud participants, while maintaining compliance and producing auditable results.
  • provides standardised policy enforcement and permissions oversight across multiple cloud providers.
• Cloud service orchestration
  • brings together tasks for deploying and provisioning of workloads across cloud platforms to reduce service delivery times and achieve costs reduction through automation.
• Cloud service aggregation
  • provides a single view of services by bringing together and consolidating agencies’ cloud computing services and environments.

provides the ability to deploy services over multiple computing services into one or more standardised composite cloud services; such as single sign-on, customer support, consistent management view, unified billing and SLA management.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Managed Content Services provides a managed platform for accessing managed services for all core aspects of creating and managing digital content and information.  Content management, including document and records management, which provides the ability to create, capture, manage, maintain, and store content objects in a way that complies with regulatory requirements. This includes, audit trails, versioning, digitisation, templates, application of metadata, reporting and email management. 

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Digital Experience Platform Services provides a managed platform that enables users to compose, manage, present and optimise digital information with the aim of providing better customer digital experiences, regardless of the digital channel the customer uses to engage with the Agency.

Digital Experience Platform Services may include, but not limited to, the provision of a digital platform, hosting, web application firewall, service management and support. 

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Application Management and Administration services implement the configuration, integration, update, optimisation, and upgrade of commercially developed and custom written Applications.  Applications can be hosted on a variety of infrastructure solutions including dedicated ‘on premises’ servers, private cloud, or public cloud.

Application Management and Administration services ensure that the application components are optimally configured within the underlying infrastructure (server operating system and storage services), documented, and when deployed are fully supported and regularly maintained and enhanced to meet the requirements of the relevant Participating Agency.

Application Management and Administration services may also leverage user identity and access management (IAM) systems in order to provide the service.  Identity and access management includes role-based access control, which regulates access to systems or networks based on the roles of individual users within the enterprise.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Database Management and Administration services implement the configuration, update, optimisation, and upgrade of commercially developed database applications.  Databases and related storage can be hosted on a variety of infrastructure solutions including dedicated ‘on-premises’ servers, private cloud, or public cloud.

Database Management and Administration Services ensure that the database components are optimally configured within the underlying infrastructure (server operating system and storage services), documented, and when deployed are fully supported and regularly maintained and optimised to meet the requirements of the relevant Participating Agency.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Network Management and Administration services implement the configuration, monitoring, update, optimisation and upgrade of the Participating Agency's WAN, MAN, Data Centre fabric, LAN, Wireless LAN, user-based VPN and security infrastructure as well as network connections to external links or services over dedicated connections or VPNs.

The services ensure that connectivity is optimally configured within the underlying infrastructure (physical or virtual networking devices and/or services), documented, fully supported and regularly maintained and enhanced to meet the requirements of the Participating Agency.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Secure Email Management and Administration services implement the configuration, monitoring and optimisation of the Participating Agency’s email services to meet NZ Government recommendations and agency requirements for security settings. Examples include, but are not limited to, configuration of Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), Domain-based Message Authentication, Reporting and Conformance (DMARC), Mail Transfer Agent – Strict Transport Security (MTA-STS) and Data Loss Prevention (DLP).

The services may be to implement or configure these security settings, and/or to provide ongoing management through ongoing reporting (e.g. DMARC) and responding to changes in the Participating Agency’s email environment. All configurations will be documented and managed in line with the requirements of the Participating Agency.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Server Management and Administration Services provide for the:

• Provision / de-provision,
• configuration,
• monitoring and management
• patching, security and lifecycle management,
• support and maintenance

of the Participating Agency’s on or off premise server infrastructure (physical, virtual, cloud or IaaS) to service levels and outcomes and provides recommendations for improvements and optimisation.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Storage/Archive Management and Administration services implement the configuration, monitoring, update, optimisation and upgrade of the Participating Agency's data storage infrastructure and/or related subscribed cloud services infrastructure.

The services ensure that data storage resources and facilities are available and that data is retained, archived and can be restored in accordance with the Participating Agency’s policies.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

User device support provides agencies appropriate support for specified computing devices and peripherals including hardware and software.

This service includes the management of end user devices whether physical, virtual or cloud hosted. Support and Service requests can be delivered remotely and, where necessary, by onsite engineers or Deskside Support staff at a client’s premises.

To meet the needs of a modern workforce, the services could optionally support multiple device types and user groups defined through ‘profiles’ or ‘personas’, reflecting the demands of the agency user or role type. 

Additional services can be provided where they directly relate to delivery of, or support of an end user device. Examples include ancillary activities such as LAN patching, Active  Directory administration (e.g. for logon remediation activities), AV management (for end user devices), end user device backup and LAN device peripherals (such as printers and scanners).

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Payroll related services comprising both software functionality and a range of associated services, provided and managed “as-a-service” by a supplier. Typically referred to as outsourced and/or bureau services. The functionalities of a payroll solution must include the payroll component of the taxonomy and may also some or all of time & attendance, award interpretation, rostering, human resources (HR), workforce management, self-service and data management. 

Associated Services replace functions the agency might otherwise perform, including but not limited to: 

• Payroll Administration - general payroll operation to ensure correct and control of payments of agency staff.
• Configuration Consultation - guidance on the optimal configuration, reports and rules required to make the system function as required for agencies.
• Payroll Service Performance Management - provision of information showing the usage and performance of payroll system and processes, including run times, response times, down time, update outages, problem resolution and queries/area.
• Payroll Metrics (cost to serve, movement, pays vs rework) - provision of payroll information to agencies outlining payroll process activity and performance.
• Advice and Guidance (Support Hours/levels of guidance) - agency support provided and related aspects such as hours of operation and service levels such as resolution times.
• Process Optimisation - assisting agencies to optimise all aspects of their system and processes to support end to end outcomes.
• 3^rd Party Disbursements - the payover of schedules and monies to employees banking institutions, deduction companies, Superannuation providers and other statutory agencies.
• Disaster Recovery and Business Continuity - a service that backs up the customer's own systems/processes in the event of a disaster or some unavoidable disruption to the customer's business environment.
• Payroll Audits - provision of payroll audit processes to ensure the control aspect of their payroll including independent review and examination of configuration, records and activities to assess the adequacy of system controls, to ensure compliance with established policies and operational procedures.

Security Advice

If your services consist of several components that may be consumed independently, please consider whether separate applications should be submitted instead of a bundle. A single application will be treated as ONE for security reviews including for Tier 1 certification. If appropriate security assurance cannot be provided for one specific component, the whole application may be declined. The Marketplace team can help you decide on the best approach for your application, please ask them.

Administration Fee

The Administration fee for this service is 1.75%.  Managed Services suppliers will collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Service Aggregation is the task of brokering a number of services to have single view across those services and its components that may be provisioned across multiple suppliers.

The role of a Service Aggregator therefore is to ensure that the services and its components function in a cohesive and unified manner. Service Aggregators are responsible: for the assurance of operational delivery of those services including performance, integration and consolidation. They are also required to ensure that their service management process is continuously improved to provide operational efficiencies and effectiveness to Participating agencies.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Service Management Services provide a single point of contact for users to engage a Service Provider for the management and resolution of Incidents and fulfilment of Service Requests.  In an increasingly multi-sourcing and cloud based environment the Service Management Services manage interfaces to external supplier services. This includes the people, processes, and tools required to deliver the services.

Administration Fee

The Administration fee for this service is 1.75%. For Managed Services suppliers collect this fee on behalf of the relevant Lead Agency by invoicing the Purchasing Agency.

The method of calculation is Administration Fee x invoice amount, exclusive of GST.

Software designed to retrieve, analyse, transform and report data for business intelligence. The applications generally read data that has been previously stored, often, though not necessarily, in a data warehouse or data mart of some form.

Software that process of discovering patterns in large data sets, involving methods at the intersection of machine learning, statistics, and database systems.

Software that supports the conversion of textual and numeric data into visual charts, figures and tables.

Software and or services that supports analysis, reporting and statistics for Business Intelligence.
Narrower Term: Ad hoc Reporting, Balanced Scorecard, BI Dashboard, On Demand Reporting, Mashup, Standardised / Canned.

Software that is used to publish content onto the internet in the form of a blog. A blog platform is a specific form of a content management system.

Tools that allow professionals and businesses to better manage the scheduling of appointments and bookings. This type of software is also known as appointment booking software and online booking software.

Software that supports an organisation's use of social media, internally and externally, to connect individuals who share similar business interests or activities.

Software that supports the process of copying or moving a file from one computer to another over a network or Internet connection. It enables sharing, transferring or transmitting a file or a logical data object between different users and/or computers both locally and remotely.

Software that supports the ability to capture feedback or insights from internal and external stakeholders for the purpose of adding this feedback into future products or product releases.

Software that is designed to help people involved in a common task to achieve their goals.

Software used to manage tasks, help with the estimation and scheduling, track dependencies, resources and milestones and help make decisions when changes in priority are needed.

Software that allows presentations, lectures, workshops or seminars to be transmitted over the web using video conferencing software.

Content Digitisation Software provides a tool converts information (text, pictures or sound) into digital format, including (but not limited to) physical document scanning and import, forms processing, data capture, optical character recognition / intelligent character recognition, and data extraction. 

Content Services Software are "integrated platforms that provide content-focused services, repositories, APIs, solutions and business processing tools to support digital business and transformation.  They often include a set of services and microservices, embodied as an integrated product suite and applications that share common APIs and repositories, to exploit diverse content types and to serve multiple constituencies and numerous use cases across an organization" (Gartner, 2018)

Process Automation Software provides the capabilities for advanced workflow and robotic process automation. 

Advanced Workflow allows users to carry out business processes and case management across their organisation, as well as externally with various stakeholders. Agencies are looking for the ability to design and customise their workflows according to their business processes, as well as provide a business process library for standard business processes across NZ Government. 

Robotic process automation (RPA) refers to the ability to automate entire end-to-end processes with exceptions being managed by humans. RPA works by software or a ‘robot’ interacting with different systems to make basic decisions and perform simple tasks whilst learning and improving with each action.

Collaboration Software provides a tool that creates a secure, auditable and private workspace so end users can work with anyone, by sharing information easily, even when they are outside the agency’s secured environment.  This will allow for sharing of information across agencies and with external stakeholders to help support participatory democracy, for example through co-authoring. 

Administration Fee

The Administration Fee for these services has been waived.

Content Analytics and Cognitive Software provides visibility into the amount of content that is being created, the nature of that content and how it is used.  This applies to both structured and unstructured content, and uses natural language queries, trends analysis, contextual discovery and predictive analytics to uncover patterns and trends across an organisation’s unstructured content.  Agencies are looking to gather meaningful insights from various content sources, which will help inform and allow them to make better decisions.

Administration Fee

The Administration Fee for these services has been waived.

Smart Search Software provides a tool that enables end users to search for information either directly in the content or by using the metadata associated with the content, and then retrieve a set of results.  Agencies are looking for enhanced search functions, for example enterprise-wide search capability that expands beyond the enterprise content management system and is able to search across any repository.

On top of this, some agencies have the need for a cognitive search that is able to learn and create smarter search results through the use of AI technologies, such as machine learning and natural language processing. 

Administration Fee

The Administration Fee for these services has been waived.

Software that is used to publish content onto the internet in the form of a blog. A blog platform is a specific form of a content management system.

Software used to create wireframe or wireframe diagrams that give visual representation of the structure and functionality of a single web page or a mobile app screen.

Also referred to as electronic publishing, e-publishing or online publishing - software that supports the digital publication of e-books, digital magazines, and the development of digital libraries and catalogues.

Software that supports provision of an Internet forum, message board, or online discussion site where people can hold conversations in the form of posted messages.

Software that supports creation of multimedia content such as text, audio, images, animations, video and interactive content.

Software that supports a social networking service through an online platform which people use to build social networks or social relations with other people who share similar personal or career interests, activities, backgrounds or real-life connections.

Data Integration Software provides a tool that enables end users to combine data from different sources with the goal of providing a unified view of the combined data.  This enables users to manipulate all the data from a single interface, perform analytics, and generate statistics.

Administration Fee

The Administration Fee for these services has been waived.

Digital Experience Software provides a tool that enables end users to compose, manage, present and optimise digital information with the aim of providing better customer digital experiences, regardless of the digital channel the customer uses to engage with agencies.

Administration Fee

The Administration Fee for these services has been waived.

Digital Insights Software provide the user the data to understand the experience of their customers when interacting with the user’s digital service.  Services can include:

• UX Analytical Tools, which provide agencies the data and analysis on how their customers are interacting with their digital services;
• Customer and Predictive Analytics, which gather meaningful data on customers’ digital behaviour, and allow agencies to use existing data sets to determine patterns and predict trends of customers;
• Performance Analytics, which measure the performance and efficiency of digital services over time and facilitate continual improvement.

Administration Fee

The Administration Fee for these services has been waived.

Digital Personalisation Software provide a platform whereby services can be delivered in a way that gives the user a choice of options and control over how and when they are delivered.  Services can include:

• Customer Segmentation, which allows agencies to identify personas and group customers into distinct segment to develop content that is relevant for that group;
• Multi-channel Support, which allows customers to interact with government regardless of channel, for example call centre or mobile application, and still receive a personalised experience where they do not have to provide the same information multiple times;
• Identity and Access Management Integration Services, which provides processes and capabilities to facilitate the management of identity, ultimately reducing the amount of repetitive information sharing required across government;
• Personalisation Tools, which allow content or digital services to be personalised for customers, to provide them with content that is relevant to their needs;
• Natural Language Processing, which allow agencies to utilise technologies that can interact with and understand human speech, for example sentiment analysis and language translation.

Administration Fee

The Administration Fee for these services has been waived.

No / Low Code Development Software provide a tool that enables end users to create application software by using a combination of graphical user interfaces and configuration instead of manual coding.  This means end users do not necessarily need formal programming skills to develop applications for web and mobile.

Administration Fee

The Administration Fee for these services has been waived.

Channel Accessibility Improvement Software provide a tool that enables end users to determine how accessible a web site or mobile application is and to identify areas of improvement, such as readability, colour contrast, accessibility issues, colour blindness issues, etc.

Administration Fee

The Administration Fee for these services has been waived.

Search Engine Optimisation Software provides a tool that enables end users to increase the the number of visitors to a particular website by increasing the visibility of the site or web page to users of a search engine.

Administration Fee

The Administration Fee for these services has been waived.

Smart Search Software provides a tool that enables end users to search for information either directly in the content or by using the metadata associated with the content, and then retrieve a set of results.  Agencies are looking for enhanced search functions, for example enterprise-wide search capability that expands beyond the enterprise content management system and is able to search across any repository.

On top of this, some agencies have the need for a cognitive search that is able to learn and create smarter search results through the use of AI technologies, such as machine learning and natural language processing. 

Administration Fee

The Administration Fee for these services has been waived.

UX Testing Software provide a tool that enables end users to determine how easy it is to use an application and to expose usability defects.

Administration Fee

The Administration Fee for these services has been waived.

Also called online advertising, online marketing or Internet advertising or web advertising, is a form of marketing and advertising which uses the Internet to deliver promotional marketing messages to consumers.

A marketing arrangement by which an online retailer pays commission to an external website for traffic or sales generated from its referrals.

A marketing arrangement by which an online retailer pays commission to an external website for traffic or sales generated from its referrals.

A marketing arrangement by which an online retailer pays commission to an external website for traffic or sales generated from its referrals.

Software to manage the lifecycle of marketing campaigns. Ideally this should leverage a single consistent view of the customer data. It provides design, execution, analytics and refinement.

Also known as association management software is used to store, manage, organize, and communicate with members and other partnerships/associations of an organisation.

An online marketing model in which people are served with targeted advertising based on terms they search for or their recent browsing behaviour.

Software that allows for advertising on websites or apps or social media through banners or other ad formats made of text, images, flash, video, and audio.

Software that supports the targeting of consumers through electronic mail (email). Often associated with data mining.

Software that supports the creation, distribution, and collation of form based surveys software and/or services that supports the analysis of an agency's customers, customer experiences, as well as the scoring of third-party information as it relates to customers. This also includes handling comments and feedback from customers.

Software that supports measuring, managing and analysing marketing performance to maximize its effectiveness and optimize return on investment (ROI).

Software that supports automating repetitive tasks such as emails, social media, and other website actions.

Software that supports the collection, analysis, and interpretation of customer data in order to drive more relevant customer experiences.

Software that allows interactive multichannel promotion of products or services for mobile phones and devices, smartphones and networks.

Software that allows for advertising on websites or apps or social media through banners or other ad formats made of text, images, flash, video, and audio.

Software that supports algorithms to enable the showing of specific messages based on the users' behaviours or other relational characteristics.

Software that allows users to create, manage, and distribute PR content through an online media room.

Software that supports the process of gaining traffic and visibility from search engines through both paid and unpaid efforts. Search Marketing encompasses, SEO and SEM.

Administration Fee

The Administration Fee for these services has been waived.

Software that supports the design, implementation, and control of programs calculated to influence the acceptability of social ideas and involving considerations of product planning, pricing, communication, distribution, and marketing research.

Administration Fee

The Administration Fee for these services has been waived.

Software that supports the targeting of social networks and applications to spread brand awareness or promote particular products.

Administration Fee

The Administration Fee for these services has been waived.

Software that supports the active monitoring of social media channels for information about a company/organisation or programme of activity.

Administration Fee

The Administration Fee for these services has been waived.

Software that allows presentations, lectures, workshops or seminars to be transmitted over the web using video conferencing software.

Administration Fee

The Administration Fee for these services has been waived.

Software that supports an iterative approach to planning and guiding project processes, and/or software that manages and maintains lists of issues.

Software designed to assist professionals, such as lawyers, auditors, and IT consultants, with project management and resource management for client projects and utilisation rate management for billable staff.

Software that is used for project planning, scheduling, resource allocation and change management.

Software that supports the centralised management of the processes, methods, and technologies used by project managers and project management offices (PMOs) to analyse and collectively manage current or proposed projects based on numerous key characteristics.

Facility Management is a system to coordinate the use of space, infrastructure, people and resources within a location. This service includes the provision and management of software and hardware in support of building management objectives.

The Facility Management service includes software, hardware or cloud-based solutions together with optional management and administration functions to aid with:

• Building management
• Security controls
• Fire alarms
• Digital signage
• People finders
• Smart lockers
• Resource booking
• Workspace Experience and Management
• Hybrid Work Enablement
• Analytics and utilisation reporting

Visitor Management is a system to keep track of visitors entering a premise and provide a modern visitor experience. This service includes the software to support the management of visitors either by a receptionist, or in a virtual capacity.

The Visitor Management service includes software, hardware or cloud-based solutions together with optional management and administration functions to aid with:

• Reception services such as visitor logging
• Virtual reception including host alerting
• Implementing visitor management policies and tracking

Audio Conferencing is a communications system for connecting multiple participants. This service includes conferencing hosting features, ability for multiple participants to connect over public networks and support for specific use cases such as business continuity plans.

Audio Conferencing services includes components such as:

• Service Provider owned and operated audio conferencing solutions
• Connectivity solutions for PSTN-based connections
• Connectivity options for Unified Communications solutions

Meeting Room services are the provision of room-based video conferencing equipment, solutions and support. This service includes software and hardware to support the video conference including screens and projectors as well as layout design, sound management, ongoing support and integration options to common cloud-based video conferencing solutions.

Meeting Room services includes components such as:

• Software and hardware to support in-room video solutions
• Room design for optimum audio visual performance
• Connectivity and integration to Unified Communications solutions
• Variety of commercial models

Premium Rate Services (PRS) are services not available through standard channels that users pay for using their phone bill, mobile phone or internet. There is often a service charge in addition to the access charge from the supplier.

PRS offers phone numbers that third parties can dial to access services at premium costs. This service includes the provision of the phone numbers and flexible, intelligent call routing options and features with associated charging plans.  PRS also offers unique short codes for SMS.

Premium Rate includes services such as:

• Provision of caller-pays numbers
• Connectivity and integration to Unified Communications and/or Contact Centre solutions
• Intelligent routing solutions
• Variety of commercial models

Public Switched Telephone Network (PSTN) Access is a connection to the public telephone network. This service includes options such as Session Initiation Protocol (SIP) trunks, Voice over IP (VoIP), landlines, operator connect for cloud communications platforms, and associated calling contracts.

PSTN Access includes services such as:

• Cloud connection for common Unified Communications services to PSTN
• Trunked connections to the PSTN
• VoIP and other phone services
• Integration to other services and networks
• Associated management and administration functions to deliver operational outcomes

Toll Free services are phone numbers that third parties can dial to access the Purchasing Agency at no cost to the person making the call. This service includes the provision of the phone numbers and flexible, intelligent call routing options and features with associated charging plans.

Toll Free includes services such as:

• Provision of toll-free numbers
• Connectivity and integration to Unified Communications and/or Contact Centre solutions
• Intelligent routing solutions
• Variety of commercial models

Unified Communications (UC) Managed Services is enhanced operational and service management for a customer's UC environment. It includes both the configuration and ongoing support of services.

This Service Listing does not include the provision of UC software, hardware or network connections.

This service allows a Purchasing Agency to engage a supplier to offer specialist support or service management of their UC services obtained through other procurement avenues both inside and outside Marketplace, for example where a Purchasing Agency has purchased UC services directly from a supplier and requires a third party to provide management or configuration services on an ongoing basis.

This service includes specialist design, implementation and support of a Purchasing Agency's UC environment.

Unified Communications (UC) services are communications solutions delivered by Service Providers as a resold cloud service, locally-hosted or on-premise service, or hybrid. This service includes voice, video, messaging and content sharing.

The UC service includes aspects such as:

• Multi-channel communications – voice, video, messaging, content sharing
• Communications control services
• Client applications for different device types
• Identity and associated integration and federation
• Presence status
• Support for calling, scheduling, ad-hoc communications
• Integration to other services and networks
• Associated management and administration functions to deliver operational outcomes

Contact Centre Managed Services is enhanced operational and service management for a customer's Contact Centre as a Service (CCaaS) or enterprise contact centre services and/or supplementary services. It includes both the configuration and ongoing support of services.

This Service Listing does not include the provision of contact centre software and capabilities.

This service allows a Purchasing Agency to engage a supplier to offer specialist support or service management of their contact centre services obtained through other procurement avenues both inside and outside Marketplace, for example where a Purchasing Agency has purchased contact centre services directly from a supplier and requires a third party to provide management or configuration services on an ongoing basis.

This service includes specialist design, implementation and support of a Purchasing Agency's contact centre environment.

Enterprise Contact Centre is a cloud-based Contact Centre solution that manages and tracks customer interactions across voice and digital channels. The Enterprise Contact Centre service includes all capabilities including contact channel, workforce engagement management, optimisation and IVR integrated into a single unified platform.

The Enterprise Contact Centre solution may be a Contact Centre as a Service (CCaaS) that is resold, supported and value added; or a unique solution like CCaaS that is built using discrete solution components on cloud compute or on hosted infrastructure.
It is mandatory for the Enterprise Contact Centre to include all the following key functions:

Omnichannel Communication

• Voice calls (inbound/outbound)
• Email
• Live chat
• Asynchronous messaging
• Social media messaging
• Unified agent user interface for all of the above channels
• Routing of interactions to the most appropriate agent, group or destination based on configured rules and treatments

Interactive Voice Response (IVR)

• Allows customers to interact with a menu using voice or keypad input
• Can handle simple queries or route calls based on user input

Call Recording and Monitoring

• Recording calls for quality assurance, training or compliance
• Transcription of recorded calls
• Allows supervisors to monitor calls (whisper, barge-in or listen-only modes)

Workforce Management

• Forecasting and scheduling tools to optimize agent availability
• Real-time adherence tracking against schedule

Analytics and Reporting

• Dashboard with real-time metrics of interactions and users
• Historical performance reports

The Enterprise Contact Centre Service can be augmented with one or more Supplementary Contact Centre Service where the Enterprise Contact Centre capability does not fully meet the agency requirements, or where richer functionality is delivered through niche solutions.

Supplementary Contact Centre services deliver ancillary services such as Workforce Management (WFM), Workforce Engagement Management (WEM), Interaction Recording, Analytics, Real-time Reporting Dashboards, Data Lake Reporting, Smart Interactive Voice Response (IVR) and AI/Gen-AI.

The Supplementary Contact Centre may be integrated with platforms subscribed to on or outside of Marketplace (such as CCaaS Service, Enterprise Contact Centre Service, Unified Communications Service, CRM Service, etc.) to augment functionality and supplement capabilities.

Any contact centre solution that does not meet the mandatory key functions of the Enterprise Contact Centre can also be offered as a Supplementary Contact Centre.

The Service is specific to managed instances of the software on local infrastructure or private cloud, or integrator-managed cloud services.

A Broadband Internet connection is a link between a device or network and the public Internet. This service includes different bandwidth specifications and physical media types such as fibre, copper cellular, satellite and microwave.

Broadband Internet includes service aspects such as:

• Variety of speed options and media types
• High availability and failover options
• DDOS (Distributed Denial of Service) protection
• Other proactive security services
• Associated management and administration functions to deliver operational outcomes

Data Networking Managed Services is enhanced operational and service management for a customer's data networking environment. It includes both the configuration and ongoing support of services.

This Service Listing does not include the provision of data networking software, hardware or telecommunications connections.

This service allows a Purchasing Agency to engage a supplier to offer specialist support or service management of their data networking services obtained through other procurement avenues both inside and outside Marketplace, for example where a Purchasing Agency has purchased data networking services directly from a supplier and requires a third party to provide management or configuration services on an ongoing basis.

This service includes specialist design, implementation and support of a Purchasing Agency's data networking environment.

Environmental Infrastructure is equipment to support other Data Networking services. This service includes elements such as cabinets, power, air-conditioning, and Uninterrupted Power Supply (UPS) for on-site Data Networking services.

Environmental Infrastructure includes service aspects such as:

• Design, supply and installation of equipment
• Associated documentation
• Ongoing support, management and monitoring options

The Local Area Networking service encompasses the delivery of an ethernet and/or Wi-Fi computer network that interconnects computers and other devices within a single geographical location. The service options include switches, routers, access points, controllers and other equipment as required for offices and other premises.

The service incorporates the delivery of the required infrastructure, configuration and management to deliver services to organisations.  The services ensure that connectivity is optimally configured within the underlying infrastructure (physical or virtual networking devices and/or services), documented, fully supported and regularly maintained and enhanced to meet the requirements of the Purchasing Agency.

LAN Includes service aspects such as:

• Switches
• Routers
• Wifi Access Points
• Wifi Controllers
• Supporting infrastructure
• Associated management and administration functions to deliver operational outcomes

Structured cabling is building or campus-based cabling infrastructure. This service includes the design, provision, installation and, optionally, ongoing management of the cabling and supporting infrastructure.

Structured Cabling includes service aspects such as:

• Design, supply and installation of structured cabling 
• Associated documentation
• Ongoing support options

A Wide Area Network (WAN) is a network that spans geographic areas and allows the interconnection of LANs together. This service includes traditional and Software-Defined WANs (SDWAN) options, includes different bandwidth specifications and physical media types such as fibre, copper cellular, satellite and microwave, and optionally international locations.

WAN Includes service aspects such as:

• Layer 2 and 3 WAN options with a variety of speed options and media types
• High availability and failover options
• Software Defined Wide Area Network services
• Cloud connect services
• Associated management and administration functions to deliver operational outcomes

Managed Mobile is a service offering value added management for a Mobile Connection. This service includes options such as asset management, break/fix and hardware replacement, and Very Important Person (VIP) specialist support.

The Managed Mobile service includes aspects such as:

• Mobile fleet and/or asset management
• Hardware support
• VIP uplifts in support

A Mobile Connection is a connection to a 3G, 4G, 5G or Internet of Things (IOT) network. This service includes different options for connections including Subscriber Identity Modules (SIMs), eSIMs, data-only, low volume and pooled data contracts, Private Access Point Name (PAPN) and specialist configurations, international roaming, extended coverage (e.g. pico cells) and satellite access.

The Mobile Connection service includes aspects such as:

• Physical SIM cards
• eSIMs
• Variety of mobile contract options including data only
• Pooled commercial options for organisations
• International roaming
• Private Access Point Name (PAPN)
• Specialist configurations
• Extended coverage (e.g. pico cells)
• Satellite access

Short Message Service (SMS) Messaging Gateway is a gateway service to allow mobile phone text messages to be sent or received by email addresses or computers. This service includes the provision of the gateway service with associated interfaces and/or integration with associated charging plans.

The SMS Gateway service includes aspects such as:

• Inbound and outbound gateway
• Integration to agency systems including Email and Contact Centre services
• Inbound SMS short codes / numbers that third parties can send SMS text messages to access services including provision of the short codes / numbers, flexible, intelligent routing options (e.g. keyword matching) and features
• SMS Bulk Messaging for the dissemination of large numbers of text messages for delivery to mobile phones

Sponsored Data is a service where mobile data used to access specific websites is charged to the agency rather than the mobile account holder allowing the public to access these websites for 'free' via their mobile devices. This service includes the ability to specify websites, and provide reporting on usage.

The Sponsored Data service includes aspects such as:

• Specification of the applicable websites via URL or IP address
• Monthly detailed reporting
• Invoicing of data to the Agency, not the mobile account holder (who will not be billed, or have the data usage deducted from their allocation)

Telecommunications Professional Services are contracted by the Purchasing Agency under a Statement of Work for ad-hoc support, or for the duration of an activity such as a project.  The received services would augment agency team/resource capacity or provide additional skills, capabilities or expertise as required, and would typically be in support of other services within this channel.

This Service Listing does not include the provision of software, hardware or telecommunications services.  

This service allows a Purchasing Agency to engage a supplier to offer specialist professional services in support of their telecommunications services. 

Any supplier offering other services within this Channel must also offer Professional Services in support of those services.