IT integrator and service provider, Datacom, has been selected by Lockheed Martin to supply service desk capabilities and support for the Australian Taxation Office (ATO).
Lockheed Martin, which secured the $283 million End User Technology and Support Services, and Enterprise Service Management Centre components of the deal selected Datacom as one of its team mates, following a rigorous due diligence on the integrator’s ability to deliver specialist service management capabilities.
Datacom director, Mark McWilliams, said the first team meetings took place in April 2008 and the organisations formed a strong understanding of each other through the robust bidding process. The initial term of the deal is five years, with six one-year options.
“We decided to partner and bid with Lockheed Martin on the one contract, which was End User Computing,” McWilliams said. “Through the industry consultation rounds, it became pretty clear to the ATO that it needed an umbrella service, which is the Enterprise Service Management Centre, and Datacom is supporting key elements of this delivery engine.”
McWilliams wouldn’t reveal the total cost of deal, other than it was worth tens of millions of dollars per annum. He explained the ATO had three main service desks, one with HP and two internal. It would be responsible for combining and consolidating them.
Enterprise Service Management Services includes the provisioning of Service Desk and IT Service Management. It is based on an ITIL framework with combined Lockheed Martin / Datacom tools and processes. The ATO wanted to provide a single point of contact for all service requests, queries, incidents and problems on a single framework and toolset.
“We’re an important part of fulfilling the big business objectives of the ATO through our contract with Lockheed Martin, which are all about supporting business change, being flexible, agile and nimble,” he said.
As a result of the deal, Datacom will be hiring an extra 90 staff that will be split between Sydney and Canberra.
In 2007, ATO decided to break up its EDS contract into End User Technology and Support Services, Enterprise Service Management Centre and Managed Network Services, which Optus scooped up in June. Centralised Computing is yet to be decided between HP Enterprise Services and IBM.