NSW govt hands ServiceFirst cloud deployment to Unisys, Infosys

The NSW government announced shared service provider ServiceFirst will undergo a transformation by global technology specialists, Unisys and Infosys.

The New South Wales government has announced on Tuesday the signing of contracts with global technology specialists, Unisys and Infosys.

Under the six-year contract, Unisys will provide end-to-end outsourced IT services including mobile device, laptop, and desktop support; central computing infrastructure support including server, storage, networking, and data centres; IT service management including a centralised service desk in Western Sydney; desk-side support; and application services.

Minister for Finance, Services, and Property Dominic Perrottet said they were continuing to reduce costs by outsourcing the functions of shared service provider, ServiceFirst, to the business community.

"ServiceFirst currently provides a valuable service to the NSW government and we believe moving to an outsourced, consumption-based model enabled by Unisys will provide agencies with a more cost effective way to deliver high-quality IT services for greater employee productivity and better value for NSW taxpayers."

Congratulating the ServiceFirst staff for achieving what they have with their legacy system, the minister highlighted that their current model is inefficient, expensive, based on outdated technology, and designed for a nine to five world which no longer exists.

"It's time to move our back office into today's world, give our public servants the tools they need to work effectively and shift to modern, flexible, and scalable technology solutions," he said.

Perrotett said that public servants will be the beneficiaries of this announcement as the deal will see over 6,000 public servants gain access to the latest technology tools, improved customer service, 24/7 support, and faster turnaround times. "We can now focus on our transformation agenda while leaving back office processes to the experts."

Following in the footsteps of Services NSW, the first government provider in the state to deploy a cloud-based virtual contact centre, Perrotett said that this approach is expected to deliver savings of around AU$20 million per annum, which will be reinvested in ServiceFirst front-line services.

The announcement comes in the wake of an initiative the department announced in December last year, which would see the services of Infosys and Unisys employed to set up shared services for the state's government agencies.

"The two new delivery partners will bring specialist experience as well as knowledge of industry benchmarks and standards and will provide enhanced business practices," the minister said.

"Once we transition to the new delivery model it is hoped that there will be greater consistency for shared services across the sector, as the new service providers will have performance and delivery benchmarks built into their contracts."

The transition into the new delivery model is scheduled for completion by the end of this year, with ServiceFirst continuing to provide shared services for agencies during this time.

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