Procurement Record

Description

Saving time. Saving Lives. We provide the critical link between the Victorian community and our state’s emergency services agencies. We provide Victoria’s 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES. In 2022–23, 000VIC answered close to 2.7 million calls for assistance. This represents a call every 11 seconds or more than 7,370 calls a day. 000VIC dispatched close to 2.3 million emergency services events, which is an average of more than 6,240 each day. Emergency communications We also manage the provision of advanced, operational communications for Victoria’s emergency services. These operational communications support Victoria Police, Victoria Fire Rescue, Country Fire Authority, Ambulance Victoria and VIC State Emergency Service personnel in the field by carrying almost 24 million radio calls over the Metropolitan Mobile Radio Service; more than three million data transactions on the Mobile Data Network (MDN); and delivering 1.65 million messages to volunteers and emergency workers via the State-wide Emergency Alerting System (EAS). This integration of emergency services communications within 000VIC is unique in Australia and rare worldwide. The next generation computer aided dispatch tender has closed and aims to streamline these communications in accordance with other State’s and emergency services Australia-wide. Our people Our teams are deeply committed to the community we serve. We are among the most dedicated and highly skilled in our fields. Call-taking and dispatch services are delivered from three State Emergency Communications Centres (SECCs) located at Ballarat, Burwood and Williams Landing. Our community Operating in an environment of increasing community expectations for seamless and transparent emergency services, we pursue continuous improvement across all areas of our service delivery. The Victorian Government has outlined a policy of increasing interoperability across the emergency services sector to enable effective responses to major incidents. This supports Victoria’s all hazards, all agencies approach to emergency management. We have a key role in facilitating interoperability for multi-agency responses, and we're committed to providing the operational communications services and support that the emergency services need, when they need it. We aim to meet community and emergency service agency demands by offering the highest quality call-taking and dispatch service and being the best organisation at integrating advanced communications technology and a centre of excellence in this field. Our Purpose Our objective is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. To achieve our vision, we are putting plans and measures in place to ensure: Our services enhance community safety and care and prevent harm Our people are proud and well We support agency partners’ outcomes These plans and measures are Enabled by key fundamentals General Service Support Information: The Triple Zero Telephony service will be in place for a term of three years, with a two x year options to extend. The Telephony solution operates at the following sites: a) Burwood East (Tally Ho SECC); b) Williams Landing; c) Ballarat; d) Ambulance Victoria (AV) at an independent location in Burwood East. However, will be extended should a future SECC to be established at another location. Telephony supports the mission critical emergency and non-emergency call-taking and dispatch (CTD) services, including administration telephony. These services enable effective response from the following Emergency Services Organisations (ESOs): 000VIC* Ambulance Victoria (AV); Fire Rescue Victoria (FRV); Country Fire Authority; (CFA) Victoria Police (VicPol); Victoria State Emergency Service (SES); 000VIC Centre Operations administration; Agency (ESO) operations & administration; and Other future Agencies as required. *Previously ESTA.Triple Zero Victoria is in place through the Triple Zero Victoria Bill 2023. The Bill is currently publicly available and can be viewed here Triple Zero Victoria Bill 2023 (legislation.vic.gov.au). The continued operation of the Telephony solution will satisfy the following general requirements: Provide a service that supports all three SECCs; Be a proven solution capable of supporting a mission critical Emergency Communication centre environment; Be scalable to incorporate additional future sites; Be capable of relocation to a new location should an SECC site be moved, without any disruption in services at all other than existing sites prior to, during or following transition; Be capable of supporting and integrating with smart technologies; and Enable 000VIC's compliance with statutory requirements. The service is a combination of functional requirements, for SECC environment and non-functional requirements which support the system, including personnel, security, data protection and more. Functional Services must be maintained or developed through this process to support inbound and outbound calls and includes support which supports computer telephony integration (CTI) with our ICT systems. 000VIC did not procure a new system, as this contract is to maintain the on-premise system for the next three years, then review. Given the nature of the requirements, system availability is expected to be maintained at the highest possible level. The system must continue to have inherent redundancy. This core software maintenance service and support component forms the bulk of the contract, however it also covers hardware, maintenance and Service Level Requirements. The contract has KPIs which support performance of the core service, as well as ongoing contract requirements (including management of performance internally for reporting), as well as tracking of associated credits or bonuses on the basis of performance. Governance Requirements under the Victorian Government Purchasing Board supply policies: Mandatory compliance requirements that forms this contract: As per the Local Jobs First Act 2003, a Local Industry Development Plan (LIDP) with the Industry Capability Network (ICN) Victoria. A Fair Jobs Code Pre-Assessment Certificate Fair Jobs Code Pre-Assessment Certificate Register | Buying for Victoria Commitment to the State's Supplier Code of Conduct. Quality Assurance, Information Security and Occupational Health & Safety Management Systems. Assists with the Victorian Government's aim to improve social outcomes in the community – target areas addressed. For more information see Social Procurement Framework - Objectives, outcomes and key focus areas | Buying for Victoria Any questions should be directed to simone.davison@triplezero.vic.gov.au Associated with Tender Triple Zero Telephony (2023-060)

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Source Evidence

Source System

Buying for Victoria

Source Notice ID

CONTRACT-ESTA10505

Open tenders.vic.gov.au