Service Victoria seeks new platform operator

Denham Sadler
National Affairs Editor

The Victorian government is set to go back to the market for a new operator of its one-stop shop for digital government services.

Deloitte was brought in by the state government on a $43 million contract in 2017 to build and run the new Service Victoria platform, which now handles a range of government services including renewing drivers licences and registering births, deaths and marriages.

The platform uses Salesforce CRM, a Sitecore front-end and is hosted by Amazon Web Services.

In 2017, Salesforce won a contract worth $1.7 million to provide its software to May next year, while AWS was also handed $1.7 million to provide its infrastructure as a service.

Melbourne calling: Service Victoria seeks new operator Photo credit Adam Calaitzis /

Deloitte has been operating the platform since it was built, with its contract coming to an end on 30 June next year.

The Victorian government has now signalled its intent to go back to the market for a new private sector operator to run the Service Victoria platform.

The state has issued advance tender notice for “qualified vendors”, with the new contract to be signed by April next year.

The platform incorporates technology from AWS, Network Management, Mulesoft, Alfresco, Sitecore, ForgeRock, Salesforce, Red Hat OpenShift and Kubernetes.

Private firms will apply for the package of work, with the Victorian government looking to appoint a “managed service partner”.

A two-year contract to run the platform is on offer, with a one-year extension on offer. The Victorian government is planning to issue a request-for-tender for the work in early November, with a closing date in early 2021.

The Service Victoria platform is about making it easier for Victorians to interact with government and get the services they need,” then-special minister of state Gavin Jennings said in 2017.

“We don’t need a thousand different websites and hotlines for things like car registration, birth certificates and fishing licences. Service Victoria is about eliminating the frustrations and delays and lowering the cost to the taxpayer,” Mr Jennings said.

Service Victoria was established as an administrative office with the Department of Premier and Cabinet in July 2018, overseen by minister for government services Danny Pearson.

“We’re a team of customer service, user experience and data experts enthusiastic about finding new ways of delivering digital projects that make using government services simpler and easier,” Service Victoria said.

“All of our team think ‘digital first’. We work in the Victorian government’s first paperless office, using the latest cloud-based technology and agile work practices.”

Do you know more? Contact James Riley via Email.

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