Telecommunications Purchasing Arrangements (TPA)

Mandatory

Date:	1 Jul 2018 - 30 Jun 2025
Updated:	5 Mar 2024	View update history
Managed:	Digital.NSW	Contact owner
Type:	Whole of government
Contract Number:	2210

Scope

SCOPE
LIST OF SUPPLIERS
HOW TO BUY
RESOURCES

The Telecommunications Purchasing Arrangements (TPA) are a panel contract for supply of enterprise telecommunications services to NSW Government.

What's covered

Category	Service type	Description
Point-to-point connectivity	Passive point-to-point Active point-to-point	Fibre, xWDM, ethernet or fibre channel connectivity between 2 locations. Customer premise equipment such as routers are not included in the service. Service demarcation is typically at a service provider supplied network termination unit (NTU) at the customer site, where the NTU may supply one or more customers.
Private fixed WAN connection	Unmanaged layer 2 VPN Unmanaged layer 3 VPN Managed layer 3 VPN Low-cost managed layer 3 VPN	Ethernet, MPLS or IP-VPN connectivity between 2 or more locations. Customer premise equipment such as routers are included in the service. Service demarcation is typically at a router located at the customer site, owned and managed by the service provider on behalf of the customer. Many different types of access types are offered, such as satellite connectivity, fixed wireless connectivity, copper, fibre, LTE and 5G services can be provided over a host of options including service provider networks, NBN and third party networks. The full set of NBN traffic classes is offered, including TC4, TC2 and enterprise ethernet.
Cloud connectivity	Cloud connectivity (layer 2 and 3)	Connectivity service for one or more sites to one or more cloud suppliers (CSPs). High speed, secure, low latency layer 2 or 3 cloud connectivity services to cloud supplier facilities. Includes bandwidth pooling, data pooling and cloud connectivity optimisation. Used to establish and manage public cloud, private cloud and hybrid cloud-based ICT infrastructure.

Category	Service type	Description
Internet uplink and access	Core internet uplink Internet access Peering access	Services that provide connectivity to the internet or content providers. All traffic is sent and received at the service demarcation points, typically a router located at a customer site, within defined speed limits. Many different types of access are offered such as satellite connectivity, fixed wireless connectivity, copper, fibre, LTE and 5G services can be provided over a host of options including service provider networks, NBN and third party networks. The full set of NBN traffic clauses is offered including TC4, TC2 and enterprise ethernet.
Internet uplink and access add-ons	Firewall DNS Web content filtering Email protection Reverse proxy	Add-on services that are primarily focused on helping internet uplink and access services align with a customer’s security posture.

Category

Service type

Description

Internet uplink and access

Core internet uplink

Internet access

Peering access

Services that provide connectivity to the internet or content providers. All traffic is sent and received at the service demarcation points, typically a router located at a customer site, within defined speed limits.

Many different types of access are offered such as satellite connectivity, fixed wireless connectivity, copper, fibre, LTE and 5G services can be provided over a host of options including service provider networks, NBN and third party networks.

The full set of NBN traffic clauses is offered including TC4, TC2 and enterprise ethernet.

Internet uplink and access add-ons

Firewall

DNS

Web content filtering

Email protection

Reverse proxy

Add-on services that are primarily focused on helping internet uplink and access services align with a customer’s security posture.

Category	Service type	Description
Access services	SIP trunk ISDN (PRA) ISDN (BRA) Analogue lines Direct in-dial number blocks Special number rental	Services that facilitate access to fixed voice offerings. Services may be delivered over a variety of mediums including those offered by NBN and other wholesalers through the TPA suppliers.
Calling services	Inbound calling service Outbound calling service	Inbound services where a common or single number is required to receive inbound calls, such as numbers starting with 1800, 13 or 1300. Outbound services where devices or services need to make outbound calls. These services are in addition to access services.
Rate Cards	Domestic Rate Cards International Rate Cards	The calling rates for all different types of calls that can be made with a particular type of service.
Add-ons	Alternate numbers CLID Inhibitor Service failure reroute Call forwarding Call alert UC integration Reception tools Mobility Multi-way calling Remote number Simultaneous ring Virtual video conference advanced voicemail control Assistant tools Hot desking Unlimited calls packs	This service describes a set of feature add-ons that customers can choose to add to their fixed voice service. Each of the add-on services are designed to be modular and independent of each other. Where the add-on is not offered as part of a grade of service (for example, basic), the customer will choose any number of add-ons that are required for their fixed voice service.
Enterprise voice as-a-service	Enterprise voice as-a-service Unified communications	Fixed voice and productivity services hosted by the service provider on behalf of the customer. Examples include IP-PABX as a service or skype for business. Functionality may include audio conferencing, instant messaging hosted by the service provider on behalf of the customer.
Call centre	Call centre	Call centre or helpdesk as-a-service.

Category	Service type	Description
Mobile connectivity services (4G and 5G)	Mobile voice, SMS and data connection Mobile data only Bulk SMS	Personal mobile connectivity services comprising combinations of voice, data and SMS plans. Plans may include a phone as part of the service or be the connectivity service alone. Plans have options for 4G/LTE and 5G connectivity.
Rate cards	Domestic rate cards International rate cards	The calling rates for all different types of calls that can be made with a particular type of service
Bulk SMS	Bulk SMS	This service is where a customer requires the ability to send SMSs to multiple recipients simultaneously, via a web-based application or via API integration.
Pooling services	Mobile data pool Mobile voice pool	Mobile data pool and mobile voice pool aggregation services for one or more eligible buyers. Includes mechanisms to monitor usage and ‘top-up’ as necessary.
Mobile device as-a-service	Mobile device-as-a-service	The outsourcing of the ownership of a mobile device, including the management of the device or fleet of devices.
Mobile hardware	Mobile device from an approved range	Provide selected mobile devices within service fee, from an approved model range and mobile device vendor in the following categories: Tablets, Smartphones, Basic phones and Mobile routers.
Mobile device management services	Mobile device security services Mobile device management	A managed toolset that enables the active management of an eligible buyer’s security posture as it relates to mobile devices and their users.
Managed telemetry services	Managed telemetry services	This service is where a customer requires private connectivity for a device for the explicit purpose of machine-to-machine (M2M), telemetry or IoT communication. The service will also include an application to facilitate the management of the machines.

Category	Service type	Description
SD-WAN	SD-WANaaS	Services that use overlay, or over-the-top, technologies to provide secure and resilient connectivity to one or more customer locations. Services can be delivered over multiple disparate carriage services of almost any type (for example, fibre, copper, wireless, 4G/LTE, 5G, layer 2, layer 3, internet) they offer improved service delivery capabilities over traditional fixed data services.
SD-LAN	SD-LANaaS	Services that use overlay (or over-the-top) technologies to provide secure and resilient LAN connectivity (both wired and wireless) at one or more customer locations. As this is an overlay service it offers improved service delivery capabilities over traditional LAN deployments.

What you need to know

The TPA is mandated by PBD-2019-02 Telecommunications procurement.

PBD-2019-02 lists other requirements for agencies procuring telecommunication services.

If agencies cannot meet the requirements or get an automatic exemption, an exemption must be requested by emailing tpa@customerservice.nsw.gov.au

The TPA is a panel contract built on the ICT Services Scheme and ProcureIT v3.2 framework.

Each supplier is registered on the ICT Services Scheme. They've undergone a qualification process to be admitted to the TPA. Each supplier provides services within one or more service towers.

Why use this contract

Key contract features

Each service tower is defined by a service catalogue which includes:

service specifications
service descriptions
a price book.

Buyers are encouraged to buy standard services. This drives economies of scale and makes it easier to compare offers from various suppliers.

To facilitate innovation (or bespoke requirements not in the standardised catalogue), buyers can procure enterprise telecommunication services that are not shown in the service catalogue.

If a buyer wants to procure bespoke off-catalogue services and has agreed with the supplier, the supplier must seek approval to supply under the TPA framework. This can be done by emailing tpa@customerservice.nsw.gov.au

While the head agreement is a 5-year term, the TPA pricing is reviewed at least annually.

Each year suppliers have an opportunity to provide updated pricing for the following 12 months.

Suppliers can apply to join the panel at any time. New suppliers might be added periodically.

New services and service towers might also be added over time, ensuring that buyers can access the latest products and services.

The latest intake was in February 2023, where 8 new suppliers joined the existing 17 suppliers.

The TPA provides for price benchmarking no more than annually at a whole-of-government level.

Benchmarking is coordinated by DCS. It ensures that buyers can access up-to-date pricing, even after a customer contract has been established.

The head agreement provide for pre-agreed discounts across government buyers.

Any discount offered is available to all eligible buyers.

The head agreement provide that any value adds to a customer contract must be presented transparently.

The contract must set out:

the total value of the value add
how the value is calculated
the percentage discount to the contract price the value add represents.

The TPA has a supplier performance management process that monitors compliance and service levels.

This information is provided to customers, encouraging transparency and accountability.

Key benefits

Standard services make it easier for suppliers to respond to requests for quote and buyers to compare offers.
Separation of services in to service towers encourages competition.

TPA service catalogues incorporate a large range of service types giving buyers choice.
Standardised service specifications make it easier to manage supplier performance.

Additional conditions (such as annual benchmarking and most favoured customer pricing) ensures that pricing remains competitive and in line with market rates.

Standardised service make it faster to procure services.
Templates for customer contract and requests for quote make it easier to source quotes and establish customer contracts.

To maximise savings, buyers are encouraged to test the market by confirming the price for each service with suppliers on the panel, particularly when buying significant volumes.

If a buyer can negotiate a better unit rate than specified in the price books, this price becomes available to all buyers. This includes buyers with pre-established customer contracts.

Testing the market is also important for fixed data services, where capital works may apply for connecting the customer site on top of the price book rate.

Buyers are encouraged to pool volume in order to maximise their purchasing power. DCS can help coordinate a joint procurement exercise.

Who to contact

The contract is managed by the ICT/Digital Sourcing team within the Department of Customer Service (DCS). We:

act as the contract authority for the TPA head agreement
provide the performance management function
support agencies and clusters on customer contracts
conduct panel refreshes
maintain service catalogues for each of the service towers.

Panel membership and service catalogues will be reviewed each year to ensure they remain relevant and provide the most value for money.

For more information or advice, please email tpa@customerservice.nsw.gov.au

Approved suppliers

The panel has at least 3 suppliers for each service tower.

Supplier	Fixed data	Fixed voice	Mobile	Internet	Network applications
Ace Internet		x
Activ8me		x		x
Aussie Broadband	x	x	x	x	x
Centorrino Technologies	x	x		x
Comms Channel	x	x		x	x
DDA	x
Ethan Indigenous	x	x		x	x
ipSCAPE		x
iQ3	x	x		x	x
Kinetix	x
Lumea (Transgrid)	x			x	x
Macquarie Telecom	x	x		x	x
MyNetFone		x
Optus	x	x	x	x
Orro	x	x		x	x
Pivotel Satellite			x	x
PlusES	x
Premier Technologies		x
Superloop	x			x
Tasmanet	x	x		x
Telstra	x	x	x	x	x
TPG	x	x		x
Vertel	x				x
Vocus	x	x		x	x
Vodafone			x

How to contact approved suppliers

When you're ready to contact one of the approved suppliers, select their name to view their contact details:

New supplier registration of interest

New supplier intakes happen periodically. However, new service providers can register for inclusion on the TPA panel at any time.

To register your interest:

log in with your supplier account
apply to join the ICT Services Scheme and become an advanced supplier
fill out the registration of interest form PDF, 393.86 KB
email the completed form to tpa@customerservice.nsw.gov.au

Who's eligible to buy

The TPA is open to most NSW Government eligible buyers. This includes all NSW Government agencies and some eligible non-government bodies.

Public authorities of the Commonwealth, other jurisdictions and contractors to public authorities are excluded.

NSW Government agencies include:

a government sector agency (within the meaning of the Government Sector Employment Act 2013 (NSW))
a NSW Government agency
any other public authority of NSW that is constituted by or under an Act or that exercises public functions (other than a State owned corporation)
or any State owned corporation prescribed by regulations under the PWP Act.

Eligible non-government bodies that can use the TPA include:

a private hospital
a local council or other local authority
a charity or other community non-profit organisation
a private school or a college
a university.

How to buy from the TPAs

As per PBD-2019-02, when procuring telecommunications services over $100,000 agencies must buy through the TPAs.

Buyers can buy services via 2 options:

seek at least 3 quotes at contract expiry, or
purchase the lowest price offered through the TPAs.

When using the TPAs, buyers needing support can email tpa@customerservice.nsw.gov.au

Step 1. Access the service catalogue

The service catalogue sets out the service description, requirements and price book for each service tower. Service catalogues are confidential.

To request access to the service catalogue, please fill out the request form.

You'll need to agree to sign a non-disclosure agreement and keep information confidential.

DCS is responsible for service catalogue and price book updates. We notify suppliers when pricing updates are needed.

If a supplier wishes to update of their own accord, they can contact the NSW Procurement Service Centre or email tpa@customerservice.nsw.gov.au

DCS will then review the proposed changes (either to the service catalogue or pricing schedule). If approved, we'll let customers know of the updates.

Step 2. Negotiate with nominated service provider

To maximise savings, buyers should test the market by confirming the price for each service with suppliers off the panel.

If the buyer negotiates a better unit rate than specified in the price books, this price becomes available to all buyers. This includes buyers with pre-established customer contracts.

DCS can help buyers with negotiating with suppliers if needed. To do so, please email tpa@customerservice.nsw.gov.au

Step 3. Complete the purchase and finalise customer contract

Once finalising negotiations with suppliers and receiving PTS endorsement, customers may sign the customer contract.

Customers manage their own customer contracts. If they need support, they can email tpa@customerservice.nsw.gov.au

Please view the customer onboarding checklist for details on the process for onboarding the TPA.

How to manage complaints and disputes

If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.

You can view general information that may help you prepare for and manage complaints and disputes:

Frequently asked questions

What can I do if I am not satisfied with the services provided by the supplier under the TPA?

You should try to resolve the issue directly with the supplier first. If this fails, you can email tpa@customerservice.nsw.gov.au.

We'll ensure that the issue is receiving appropriate attention by the supplier.

Does this mean I don't have to get 3 quotes for new contracts?

No. The TPAs do not preclude NSW Government agencies or clusters from exercising due diligence when procuring services.

What if I don't have procurement accreditation?

You can apply for procurement accreditation. See Agency Accreditation Scheme for Procurement.

Buying off the TPA does not void the need for an agency to procure within its accreditation.

Can I still approach service providers directly?

PBD-2019-02 mandates that for contracts exceeding $100,000 in value agencies must seek quotes from at least 3 service providers for telecommunications services. However, there are exemptions that allow agencies to buy off a supplier that is not on the TPA panel.

We have developed a set of standardised RFQ and customer contract templates which are available to agencies to simplify the procurement process.

What if I want to buy off a supplier that is not on the TPA Panel?

PBD-2019-02 mandates that for contracts exceeding $100,000 in value agencies must use TPAs. However, there are exemptions that allow agencies to buy off a supplier that is not on the TPA panel.

We will be conducting periodic intakes of new suppliers.

What if I need to buy services that are not part of the TPA service specifications?

The TPA framework allows agencies to buy services that are not on the price book where they are needed to meet agency specific requirements.

If this happens, we may seek to update the price book to add pricing for these services.

What if the service levels don't suit my needs?

Buyers can define custom service levels as agency-specific requirements.

However, this may result in extra fees and charges to those set out in the relevant price book.

Does TPA replace any existing governance arrangements such as PTSWG?

No.

I am still on a contract with a service provider, can I migrate over to the TPA? And how?

We expect buyers to migrate services to the TPA when their existing contracts reach the end of their initial term.

A buyer may be able to transition earlier if they

can transition under their existing contract without penalty
are prepared to pay any early termination charges.

How do I map my current and future services to the TPA catalogues?

We have created service descriptions and catalogues to help buyers and sellers define services in a standardised way, these are available on Digital.NSW.

If you need help, please email tpa@customerservice.nsw.gov.au

What resources or support are available to help transition to the TPAs?

If you need help transitioning to the TPA, please email tpa@customerservice.nsw.gov.au

How often am I allowed to update pricing? How do I do it?

As set out in the TPA contract, all suppliers have an opportunity to submit pricing for the next 12 months annually. This needs to be submitted at least 2 months before the anniversary date to allow enough time for review.

If you would like to reduce your prices, please email tpa@customerservice.nsw.gov.au

Why would I want to proactively reduce my prices?

Having your best price in the TPA price book maximises the chance you will be asked to quote for services by a potential buyer.

I'd like to offer services in another service tower, what should I do?

We will be undertaking periodic onboarding of new suppliers across all service towers. To register your interest, please email tpa@customerservice.nsw.gov.au

Are there any pre-requisites for joining the TPA?

Yes. Suppliers must:

be a licensed carrier or carriage service provider
have service delivery operations (not just sales operations or a field office) in Australia
be a current advanced prequalified supplier on the ICT Services Scheme
agree to TPA head agreement terms and conditions.

How can I get on the panel?

New service providers can register for inclusion on the TPA panel at any time however supplier intakes will happen periodically. Please follow the steps below for registration of interest:

log in with your supplier account
start an application apply to join the ICT Services Scheme as an advanced supplier
complete the service provider registration of interest form and email to tpa@customerservice.nsw.gov.au
view the TPA service categories and specifications under range of products and services.

What type of telecommunications services are sold through the TPA panel and what does that entail?

The TPA covers telecommunications services which have been categorised into 5 service towers. These include:

fixed data: fixed connectivity between offices and data centres
internet: internet services for data centres and offices as well as related security services
fixed voice: enterprise grade telephony services, contact centres and unified communications
mobiles: mobile phone services, hardware and related services
network applications: SD-WANaaS, SD-LAN.

For more details, please email tpa@customerservice.nsw.gov.au

How can I sell services that are not on the panel or are part of the specification?

Depending on the customer's requirements, you may sell services that address their bespoke requirements.

If you'd like to sell bespoke, off-catalogue services and have agreed with the buyer, contact the contract authority (DCS) to seek approval to supply under the TPA framework.