3.3.1 Silver (Standard) Use / Scenarios ‘Use cases’ for wireless service solutions that are anticipated in agencies are included in the table below. The corresponding requirement sections of this standard are ticked in the columns. Use Case / Scenario SILVER Wireless Services (WiFi) Service Management Alignment with international best practice Mobile and flexible Vendor / operating environment agnostic Performance Reliable, scalable and dynamic Supports applications and advanced functionality Authentication and access operation Information capture and recording and data enabled capable, data enabled Self-service administration Full-service administration Cloud compliant hosting facility NSW Government Data Centre Onshore/offshore management Service level management Multi-service broker provision Disaster recovery Agency (Internal) Government Service Access Public (External) 3.3.2 Gold (Enhanced) Use / Scenarios ‘Use for wireless service solutions that are anticipated in agencies are included in the table below. The corresponding requirement sections of this standard are ticked in the columns. Use Case / Scenario Wireless Services (WiFi) Service Management
GOLD Alignment with international best practice Mobile and flexible Vendor/operating environment agnostic Performance Reliable, scalable and dynamic Supports applications and advanced functionality Authentication and access operation Information capture and recording Voice and data enabled Voice capable, data enabled Self-service administration Full-service administration Cloud compliant hosting facility NSW Government Data Centre Onshore/offshore management Service level management broker provision Disaster recovery Agency (Internal) Government Service Access Public (External)
Other desirable certifications may include, but are not limited to: PCI-DSS v3.0 or later Australian Signals Directorate ASIO-T4 Uptime Institute CSA Also consider contractual obligations relating to the service provider allowing security assessments and treatment of outcomes as agreed with the client. If the hosting facilities changes to a location that is deemed unacceptable either to NSW Government or to the agency and/or attributes and/or capabilities identified above, the agency may need to consider termination of services. NSW Government Data Centre All relevant services for the solution may be provisioned from one or both NSW Government Data Centre Depending on the service offering and agency requirements, it may be possible to ‘burst’ some elements of services to other location(s) subject to agreement with the commissioning agency. Burst data centres must be deemed ‘compliant’. If the ‘burst’ data centre facilities change to a location that is deemed unacceptable either to NSW Government or to the agency, the agency may need to re-examine the ‘burst’ service or the full service. Onshore/offshore management All solution providers must be able to articulate their services will be provided from, including any remote support services. For example, with a ‘follow the sun’ support model, the locations of each of their support sites around the globe need to be identified. Any changes to these need to be communicated to the customer agency promptly and if this causes issues, the agency has the right to cancel the service with appropriate notification. Service level management Agencies will retain ultimate responsibility for service level management in any solutions engagement, which would ordinarily be covered by a SLA. Agencies, service-brokers and solution providers need to agree all SLA reporting and other related activities as part of any transition-in process. Multi-service broker provision Any solution provider must work within the confines of a multi-service provider environment where either the agency or nominated provider will perform broker service provision. This will be defined as one provider being made accountable for the provision of all associated services, whether these are provided by the provider itself, or other third-party providers. Disaster recovery The solution is to have appropriate levels of disaster recovery built in to minimise downtime or disruption to the service. This element could include anything from a duplicated solution that is available immediately if the primary site fails, to a fully documented process for restoring services within Service Level Agreement (SLA) defined times. DOCUMENT CONTROL