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1 Frequently asked questions Suppliers Resource Manager Service for ICT contractors QGCPO Department of Housing and Public Works

2 Frequently asked questions suppliers Page 2 of 21 Queensland Government Resource Manager Service for ICT contractors FAQs Suppliers Questions or comments Addressed and measured by 1. What has changed? The Queensland Government has decided to adopt a vendor neutral managed service program known as the Resource Manager Service. The resource manager will be responsible for the procurement of all ICT contractors at a whole-of-government level. The vendor management system (VMS) is the technology that will enable the Resource Manager Service. Fieldglass has been appointed as the VMS provider. 2. What is an MSP? MSP stands for Managed Services Program. In recruitment, this refers to the outsourcing of day-to-day management responsibility for all recruitment process to a third party provider. In this instance, the MSP will be known as the Resource Manager Service. 3. Why has this come about? The Resource Manager Service was chosen to increase quality and streamline processes across whole-of-government following extensive consultation with the Queensland ICT industry. An MSP program drives increased quality together with cost savings. It can be measured by customer satisfaction surveys after the program has been launched, contractor performance reports and key performance indicator (KPI) reporting. 4. Who is the resource manager? Talent2 has been appointed as resource manager. The resource manager will not be a supplier to the Queensland Government for contingent labour and is independent of Talent2 Recruitment. 5. What is the difference between Talent2 the resource manager and Talent2 Recruitment? The Recruitment Managed Services division of Talent2 has been appointed as the resource manager. The resource manager will be neutral and not permitted to directly supply ICT contractor resources to the government. Appropriate contractual terms and conditions will be imposed on the resource manager to ensure that they remain vendor neutral and maintain confidentiality of government information. The resource manager is independent of Talent2 Recruitment. Each division of Talent2 operates under separate corporate structure, management and uses specialist applications, and in the case of outsourced services, operates in different locations. The resource manager will be located at independent premises that are approved by

3 Frequently asked questions suppliers Page 3 of 21 Queensland Government. The resource manager will be accountable to the QGCPO and will provide agencies with a single point of contact for all ICT contingent labour contracting requirements. In making the model operational for all parties the resource manager will: manage the supplier and agency engagement process including effective oversight of the performance management process driving administrative efficiencies monitor industry rate benchmarks from a variety of reputable sources analyse and consolidate information supplied by all parties to allow better informed decision-making to occur regarding the continuous improvement of the business model. Talent2 prides itself on its ability to engage effectively with downstream suppliers to ensure their understanding of expectations and that no misconceptions arise. The resource manager is vendor neutral and will be subject to strict vendor neutrality guidelines which include: termination clauses for non compliance in regard to vendor neutrality transparency and defined process management for all workflows supported by the vendor management system (VMS) annual audit clear evidence-based reporting to QGCPO, customers and downstream suppliers. 6. What does vendor neutrality mean? Vendor neutrality provides a fair playing field for suppliers. No supplier receives preferential treatment, information or access to roles. Success is based on measurable performance. The vendor neutrality guidelines set out responsibilities for hiring managers, suppliers and the resource manager. There are heavy penalties for breaches of vendor neutrality. 7. What are the benefits of an MSP? An MSP model enables organisations to focus on their core business activities and outsource recruitment activities to a third party. It provides a single point of contact for hiring managers and suppliers. Rates, job descriptions, contracts, procedures and protocols are standardised to enable simpler engagement of contractors. MSP programs promote greater visibility of the contractor population, performance measurement of suppliers and contractors to ensure highest quality, as

4 Frequently asked questions suppliers Page 4 of 21 well as reporting and consolidated invoicing. The MSP will consolidate the ICT contractor recruitment process across the whole of government and prevent competition between agencies for resources. 8. How can I get more information on the change? 9. When will the Resource Manager Service commence? QGCPO and the resource manager are working closely together to determine the timetable for the implementation. Once the implementation dates are confirmed further information will be made available to all suppliers. QGCPO and the resource manager are working closely together to determine the timetable for the implementation. Once the implementation dates are confirmed further information will be made available to all suppliers. 10. What do I do now? It is business as usual for now. Please continue to work with hiring managers as you have always done. 11. How do I ensure that I don t miss out on any updates? 12. I have concerns about submitting commercially sensitive information to the Resource Manager. How will this be protected? All current GITC accredited suppliers will be provided with information about the Resource Manager Service. Information will be provided to all suppliers at the same time. The Resource Manager (Talent2) has signed a deed of confidentiality with QGCPO which ensures that any information collected during the Resource Manager Service implementation and subsequent management of the service is only used for the purposes intended. The arrangement has several contractual mechanisms to safeguard the collection and use of ICT contractor information and in particular sensitive contractor information, including, but not limited to retaining an active Probity Advisor from the Australian Government Solicitor who has full access to all of the information, processes and procedures. There is also a joint government/industry advisory group with executive members from the Australian Information Industry Association (AIIA), Information Technology Contract and Recruitment Association (ITCRA), Australia Computer Society (ACS), Software Queensland and the ICT Industry Working Group overseeing the service. The advisory group will be briefed regularly particularly around the area of vendor neutrality and confidentiality. There are also a number of performance metrics to be introduced to ensure that the government receives best value for money and that suppliers of resources are not adversely affected by the introduction of the Resource Manager Service.

5 Frequently asked questions suppliers Page 5 of Why has QGCPO requested this data? 14. Why do I have to provide my margins? 15. Does the request for ICT contractor data include governmentowned corporations and statutory authorities? 16. I don t supply contractors but have GITC accreditation. How should I respond to this data request? 17. I do not currently have any contractors working for Queensland Government. What information should I provide? 18. How do I ensure I get to participate in the new program? QGCPO recently requested this information from each of the government agencies. The same request has been sent to suppliers so that the information received from agencies can be validated. The information will provide a complete view of the ICT contractor population including their skill sets, contract end dates and pay and charge rates. This will assist QGCPO and the resource manager to make important business decisions regarding the implementation schedule. The intention is to share some valid statistics and relevant data with industry. Queensland Government is looking for transparency across the whole-of-government for ICT contractor spend. The Resource Manager Service will facilitate this moving forward. The Queensland Government requires a clear understanding of the current cost structure. Disclosure of such information will be a pre-requisite for participating in the program. No. The data requested is for the 20 government agencies and does not include GOCs and statutory authorities. If you are GITC accredited but provide other services such as statement of work, please respond confirming that the request is not applicable and the reason why. Please respond confirming that you do not currently have any contractors working with Queensland Government. All suppliers with GITC accreditation will be invited to supply in the first instance under a new agreement that QGCPO will issue. The following pages contain additional questions which have been asked following the supplier briefings held on 9 and 10 May This is an update to the first FAQ which was posted online on 4 May.

6 Frequently asked questions suppliers Page 6 of Why have you requested to see our current contractors pay and charge rates? 20. How will the model impact the rates that I currently charge to government? 21. We feel that the provision of this information is a breach of our confidentiality clause in the GITC Framework, how can you justify that? 22. What will happen to my existing contractors if I don t agree to the new terms? QGCPO recently requested this information from each of the government agencies. The same request has been sent to suppliers so that the information received from agencies can be validated. The information will provide a complete view of the ICT contractor population including their skill sets, contract end dates and pay and charge rates. This will assist QGCPO and the resource manager to make important business decisions regarding the implementation schedule. The intention is to share some valid statistics and relevant data with industry. Queensland Government is looking for transparency across the whole-of-government for ICT contractor spend. The Resource Manager Service will facilitate this moving forward. The Queensland Government requires a clear understanding of the current cost structure. Disclosure of such information will be a pre-requisite for participating in the program. All new hires and renewed contractors will be entered into the VMS with the full breakdown of the rate. Analysis is underway on the data available from agencies and suppliers. It is evident that there is a broad range of rates for each skill set. It is the aim of the resource manager to provide a more consistent approach to contractor rates and establish a range for each job category across the whole-of-government. There is no breach of the confidentiality clause in Part 1 of GITC because, while information is held by QGCPO, that information is not shared between suppliers and is only used by QGCPO to facilitate supplier arrangements. That is, the information is not disclosed outside of government. QGCPO, with the support of the resource manager, will be working closely with suppliers to agree the new terms. However, if a supplier elects not to agree to the new terms, they will not be able to participate in the resource manager program and will no longer be able to supply new contractors to Queensland Government. The supplier s existing contractors will complete their current contract but at point of extension, the role will be released to the approved supplier panel via the VMS.

7 Frequently asked questions suppliers Page 7 of This model is very different from our current way of working, what makes you think that it will work? 24. Will smaller recruitment agencies be disadvantaged by the new model? 25. What will happen when other state government organisations (e.g. local authorities) advertise contracting positions through existing ICT panel arrangements? 26. What measures will be in place to ensure that this is not an activity to cut out the smaller specialised organisations providing demonstrated quality services to the government and pave a way forward for larger tier 1 organisations to consolidate market share hold in the ICT contracting arena? 27. How does this relate to each of GITC modules 7 (ICT Personnel Recruitment Services), 8 (ICT Contractor Services) and 9 (ICT Consultancy Services)? In what relevant ways does module 8 (ICT Contractor Services) differ from 9 (ICT Consultancy Services)? Managed Service Programs (MSP) have been evolving for more than 15 years and the vendor neutral MSP is the newest methodology to gain traction globally over the last seven years. Its success is predominantly due to creating benefits for all parties the organisation, the MSP and the downstream suppliers. The focus is on competition and performance. It is for this reason that QGCPO has chosen a vendor neutral competitive bid model for the Resource Manager Service. The Resource Manager Service is a vendor neutral competitive bid model. Vendor neutrality provides a fair playing field for suppliers. No supplier receives preferential treatment, information or access to roles. Success is based on measurable performance. The Resource Manager Service is only applicable to Queensland Government agencies. Arrangements with other organisations are unaffected. Positions on the panel will be based on performance, provided that a supplier s performance metrics place them in the top percentile for that particular skill set, they will maintain their position on the panel no matter what their size or specialism. The three modules cover different types of ICT services. Module 7 relates to ICT Personnel Recruitment Services; Module 8 covers general ICT Contracting Services and Module 9 deals with ICT Consultancy Services. Each of these modules differs significantly and the ICT service must be checked against the contents of the module to ensure that the correct module is chosen.

8 Frequently asked questions suppliers Page 8 of It is proposed that intellectual property confidentiality is now contracted between the Resource Manager Service and the Queensland Government. The normal legal arrangement is for agreement between the intellectual property owner and the organisation handling the intellectual property. How does the intellectual property owner obtain legal and financial redress for breaches when they are not a party to the agreement? What form of legal arrangement will there be between the intellectual property owner (contractor/consultant), the Resource Manager Service and the Queensland Government agency receiving the contractor/consultancy services? 29. When is GITC accreditation still required and when is it no longer required with respect to particular areas of government and particular types of services? 30. Considering the role of government in stimulating economic activity and creating jobs, how will this initiative increase the size, diversity and competitiveness of the Queensland ICT sector, and what are the key performance indicators the QGCPO must meet in this regard? 31. When does the RMS come into effect? 32. Does this affect my current GITC accreditation? Do I need to do anything to ensure that I remain accredited? Queensland Government agencies will continue to contract directly with suppliers through the issue of GITC customer contracts. Intellectual property related GITC terms and conditions negotiated in individual customer contracts with the Queensland Government agency will continue to apply. The resource manager will not be a party to any GITC contractual agreement between the Queensland Government and suppliers. The mandate for the GITC Framework has not changed. A contractor/supplier needs to be accredited with GITC if it supplies IT services to government. All GITC accredited suppliers will be invited to participate in the program. Supplier performance will be evaluated and the best performing suppliers will, over time, receive access to more roles across the whole-of-government. All suppliers will be given a fair opportunity to perform. The Queensland Government has not identified a target number of suppliers to work with, as this will be determined by future performance. The competitive bid model will drive competition and provide equal opportunity to suppliers irrespective of size or specialism. We are currently in the discovery phase of implementation and are analysing the data received from suppliers and internally from agencies. This will inform our decision on the implementation timeline. Once this has been confirmed, all suppliers will be informed. The existence of the new supplier agreement does not affect a supplier s accreditation. Maintenance of accreditation requires compliance with annual review requirements such as providing up-to-date financial statements as requested by the CA/GITC. The current agreements and the new supplier agreement are consistent.

9 Frequently asked questions suppliers Page 9 of Will RMS shorten the procurement cycle for contracting services (if so what is the end-to-end process and target timeframes). Is RMS less work for agencies to engage contractors? 34. Do agencies send contracting opportunities to a short list of companies or are all opportunities visible to all potential suppliers? 35. As a sole contractor currently contracting directly with a government agency, how does this arrangement impact my current contractual arrangement and impact future contract extensions with my current agency? 36. How does this resource arrangement impact me if I wish to negotiate directly with a government agency for a contract position? 37. Does this arrangement solely relate to contractor services or are consulting services included? The Resource Manager Service will provide a single point of contact for the procurement of ICT contractors across the whole-of-government. The model will drive process efficiencies and create benefits for hiring managers and suppliers by streamlining the process and creating an even playing field. All suppliers with current contractors working in a particular government agency, will receive vacancies simultaneously via the VMS for that agency. If this panel of suppliers is unable to fill the role within a specified timeframe, the role will be released to all other suppliers who have agreed to the new terms. Over time, this will be rationalised based on performance and the needs of the business. The intention is that a whole-of-government panel will be established after months of measured performance. The Resource Manager Service does not impact existing contractual arrangements. At the point of extension you will be set up as a non-recruitment supplier and will receive details of your contract renewal via the VMS. You will complete your timesheets via the VMS. Your manager will approve them in the VMS and you will be paid by the resource manager. All new ICT contractor roles will be managed by the resource manager. Hiring managers will release their roles to suppliers via the resource manager through the VMS. This does not apply to ICT contractors engaged through statement of work or consultancy services. These will be covered by the ICT services panel arrangement.

10 Frequently asked questions suppliers Page 10 of A high-level process overview was presented at the supplier briefings which showed that downstream suppliers will be paid once the government agency pays the Resource Manager. What are the payment terms and what are the KPIs for the Resource Manager with regards to issuing invoices and managing timesheets? 39. QGCPO intends to put a pay range in place for each job category. How will this be defined, how often will this be reviewed and by whom? 40. The Resource Manager indicated that relationship managers would be the central point of contact for suppliers and government agencies. QGCPO also stated that the new arrangement would not stop suppliers from communicating directly with government agencies. Could you clarify this? Payment terms are thirty days from the date of invoicing the customer. These payment terms will be detailed in the downstream supplier agreement and agency participation agreement. The resource manager will invoice weekly based on the approved hours in the VMS. Timelines for timesheet submission will be communicated to suppliers so that they can work with their contractors to ensure they are submitted on time. Suppliers will be able to view the status of timesheets in the VMS at any time. The resource manager will work with hiring managers to ensure that they approve on time. There will be a deadline for timesheets to be approved in order to be included in the invoice for that week. The QGCPO arrangement manager will monitor the payment process as part of resource manager reviews. An audit of the process will take place on a quarterly basis. Should suppliers have any complaints regarding the invoicing process the avenue to raise this is through the complaints process which will be made available once the program is live. The resource manager will define job families according to the SFIA ICT job classifications available on the DHPW website. There may be more than one level per job family such as Project Manager and Principal Project Manager. The aim is to standardise rates within a range across whole-of-government for the same role. This will provide consistency for contractors, hiring managers and suppliers. This process will be dynamic and will respond to market needs as required. Suppliers can continue to maintain relationships with hiring managers to discuss performance of existing contractors. New roles and renewals will be released to suppliers via the VMS. The model allows suppliers to focus their expertise on candidate sourcing. Supplier briefings will be held to provide updates on new projects and share information where necessary.

11 Frequently asked questions suppliers Page 11 of The Resource Manager indicated that the relationship managers would select the most suitable candidates submitted and arrange interviews. What qualifications and experience will the relationship managers have to qualify suitable candidates? 42. QGCPO indicated that unless suppliers provided the requested data and margin information they may be excluded from participating in the VMS? Could you clarify what is mandatory and when this must be provided? 43. QGCPO indicated that contracts for downstream suppliers will be issued around mid May and expected to go live on 1 July Is this for whole-of-government or just pilot agencies? 44. Given the process for contractor payment to agencies is intended to go via the Resource Manager, what are the payment terms and processes going to be? 45. There was a mention at the briefing that roles will be released to everyone. What does that mean? 46. If you are currently a supplier to an agency and they wish to maintain that supply arrangement when new opportunities arise, will you get that opportunity? Relationship managers will be recruitment professionals with a minimum of five years recruitment experience. They will have a speciality in IT, gained through either an internal recruitment team or a recruitment agency. The relationship manager will present hiring managers with a number of suitable candidates for review. The hiring manager will identify those candidates that they wish to interview and the relationship manager will assist by coordinating interviews with the supplier. The ultimate hiring decision rests with the hiring manager. The data request which has recently been requested is not a mandatory requirement at this point. Any information that you are able to supply, even though incomplete, will help us build a more accurate and up-to-date role and skills profile. Moving forward, the Resource Manager Service will drive transparency of contractor population and spend, and full visibility of charge rates, including margins, will be a requirement of continued participation in the program. Due to the recent machinery-of-government changes, QGCPO has had to review the original departments which were identified as pilot sites. As a result, we are currently working with a number of departments to decide the roll-out schedule. This will be made available once confirmed. Supplier payment terms are 30 days from the date of invoicing the customer (agency). These payment terms will be detailed in the downstream supplier agreement and agency participation agreement. The resource manager will invoice weekly based on the approved hours in the VMS. From day one, roles will be released to relevant active suppliers for each agency. Suppliers will be asked to nominate the skill sets that they recruit for as part of registration for the VMS. Non-active suppliers will have the opportunity to receive roles as a second tier. Over time, all supplier performance will be evaluated and supplier mix will continue to be optimised over the life of the program. From day one, roles will be released to relevant active suppliers for each agency. Suppliers will be asked to nominate the skill sets that they recruit for as part of registration for the VMS. Non-active suppliers will have the opportunity to receive roles as a second tier. Over time, all supplier performance will be evaluated and supplier mix will be optimised over the life of the program.

12 Frequently asked questions suppliers Page 12 of If you are not a current supplier to an agency and wish to be given the opportunity to supply how can that organisation gain access to future roles? Who decides where the roles go? 48. Will the Resource Manager send all submitted resumes on to the hiring manager? If not, what process will be followed? If the Resource Manager is evaluating candidate submissions, what qualifications, experience and IT knowledge do they have? 49. Could you clarify the point raised about payroll opportunities and how payrolling companies could add value? 50. Will the Resource Manager or government agencies be able to use supplier margins as part of their selection or filtering criteria? 51. Will the Resource Manager or government agencies be able to use the rate paid to the contractor as part of their selection or filtering criteria? 52. Will the SME participation policy be complied with to ensure Queenslandbased SME s continue to retain fair access and positive discrimination in the Queensland Government contracting marketplace? From day one, roles will be released to relevant active suppliers for each agency. Suppliers will be asked to nominate the skill sets that they recruit for as part of registration for the VMS. Non-active suppliers will have the opportunity to receive roles as a second tier. Over time, all supplier performance will be evaluated and supplier mix will be optimised over the life of the program. The resource manager relationship managers will review the candidate submissions against the skills, competencies and rates required for the role. The relationship manager will work with the hiring manager to present the agreed number of suitable candidates. The ultimate hiring decision rests with the hiring manager. Relationship managers will be recruitment professionals with a minimum of five years recruitment experience. They will have a speciality in IT, gained through either an internal recruitment team or a recruitment agency. All suppliers will be asked to identify if they have payrolling capability. There will be opportunities for payrolling and we are currently working through the different contractor engagement scenarios. One example would be where a manager has directly sourced a contractor and needs to be payrolled. We will be in a position to provide more information once we have completed the discovery process. Supplier margins will not be a filtering criteria. Candidate submissions will be evaluated against the skills and competencies required for the role and best value to Queensland Government. The bill rate (and therefore the component parts) will be used to determine the best value and qualified candidate. Contractor pay rates will not be a filtering criteria. Candidate submissions will be evaluated against the skills and competencies required for the role and best value to Queensland Government. The bill rate (and therefore the component parts) will be used to determine the best value and qualified candidate. The current SME participation policy will continue to be applied throughout this arrangement. As a vendor neutral competitive bid model, the Resource Manager Service will provide a fair playing field for suppliers.

13 Frequently asked questions suppliers Page 13 of Will the QGCPO guarantee that SME s will not be disadvantaged or overlooked by the Resource Manager? 54. Will suppliers be allowed to have direct contact with procurement personnel within government agencies and, where allowed by the agency, with agency line managers? Will direct communication be allowed without having to involve the Resource Manager at all times? 55. Will government agencies be able to direct the Resource Manager to include particular suppliers or contractors for roles, both when distributing roles and shortlisting candidates? 56. What is the status of the various panels in place at different departments? How do they link into this arrangement? 57. The presentation showed that engagements by the Resource Manager would be via Module 7. However, Module 8 is commonly used for engaging ICT contractors instead of module 7. What mechanisms are in place to prevent this? 58. The presentation that is available on the web, entitled Recruitment Supplier Briefing, states on slide 6 that ICT contracting services under Module 8 is not covered. Can confirmation please be provided that the process is to apply for both Module 7 and 8 Contracts? The optimal supplier mix will be determined by performance. All suppliers will be evaluated against the same criteria throughout the program. Suppliers will be provided with timely feedback through ongoing performance data and the VMS. Suppliers can continue to maintain relationships with hiring managers to discuss performance of existing contractors. New roles and renewals will only be released and fulfilled through the Resource Manager Service via the VMS. Supplier briefings will be held to provide updates on new projects and share information where necessary. The resource manager relationship manager will be a key contact for suppliers to ensure that they have a whole-of-government view of ICT contractor recruitment activity. From day one, roles will be released to relevant active suppliers for each agency. Suppliers will be asked to nominate the skill sets that they recruit for as part of registration for the VMS. Non-active suppliers will have the opportunity to receive roles as a second tier. The relationship manager will work with the hiring manager to present the agreed number of suitable candidates. The ultimate hiring decision rests with the hiring manager. If an agency has a panel in place for the recruitment and engagement of ICT contractors, the Resource Manager Service will replace this arrangement. Once the Resource Manager Service goes live, all new and renewals will be required to go through the Resource Manager arrangement. QGCPO are aware that module 7 and 8 are not being applied consistently and that ICT contractors are engaged under module 7 or 8. One of the benefits of the Resource Manager Service will be to standardise the use of these modules and create consistency for suppliers. This will take time. All ICT contractors, irrespective of whether they are engaged under module 7 or 8, will be included in the resource manager program. QGCPO are aware that module 7 and 8 are not being applied consistently and that ICT contractors are engaged under module 7 or 8. One of the benefits of the Resource Manager Service will be to standardise the use of these modules and create consistency for suppliers. This will take time. All ICT contractors, irrespective of whether they are engaged under module 7 or 8, will be included in the resource manager program.

14 Frequently asked questions suppliers Page 14 of If my organisation does not currently provide contracting services will we see opportunities even though we do not have existing relationships with Queensland Government departments and agencies? 60. Will you publicise average margins (without disclosing specific company margins)? This may prove helpful to all suppliers when trying to determine what the government deems a fair and reasonable margin. 61. How will the RMS affect existing departmental standing offer arrangements, preferred supplier arrangements and similar panels? 62. Will the Resource Manager Service be compulsory or optional for QG departments? 63. What service level agreements will be applied to the Resource Manager Service in order to ensure that it operates efficiently and does not slow down the resourcing process, interviews, timesheet management, invoicing, payment etc? 64. Who will be the parties to any supply contract under the new arrangements? Supplier, QG Dept, RMS, or all three? 65. Terms of payment and payment processing delays by Queensland Government departments are always an issue. Will guaranteed terms of payment be provided under the Resource Manager Service structure? All suppliers with GITC accreditation will be invited to supply in the first instance under a new agreement that QGCPO will issue. All suppliers with current contractors working in a particular agency, will receive vacancies simultaneously via the VMS for that agency. If this panel of suppliers is unable to fill the role within a specified timeframe, the role will be released to all other suppliers who have agreed to the new terms. It is the aim of the resource manager to provide a more consistent approach to contractor rates and establish a range for each job category across the whole-of-government. This information will assist suppliers and provide a guide to appropriate bill rates, rather than margins, when submitting candidates for a role. If an agency has a panel in place for the recruitment and engagement of ICT contractors, the Resource Manager Service will replace this arrangement. Once the Resource Manager Service goes live, all new and renewals will be required to go through the resource manager arrangement. The Resource Manager Service is a mandatory whole-of-government arrangement. The resource manager will be managed to the contractual program SLAs and the suppliers in turn will be managed to set KPIs which support the resource manager. The aim of the Resource Manager Service is to drive process efficiencies and the SLA measurements are in support of that. All suppliers with GITC accreditation will be invited to supply under a new set of agreements that QGCPO will issue. The head agreement will be between QGCPO and the supplier, but each GITC Customer Contract will be between the Customer (Agency) and the supplier. Payment terms are thirty days from the date of invoicing the customer. These payment terms will be detailed in the downstream supplier agreement and agency participation agreement.

15 Frequently asked questions suppliers Page 15 of Will payment of invoices by the Resource Manager Service be conditional upon first receiving funds from the client Queensland Government department? 67. How will legal and contractual arrangements change through the presence of the Resource Manager Service? 68. Will the Resource Manager s performance against SLAs be made publicly available? 69. Operationally, will the RMS have influence over contractor eligibility for roles (e.g. contractor current work status, simultaneous applications for different roles, RMS exercising veto power etc.)? Who will determine the relevant operational policies? Will these operational policies be published to all suppliers? 70. Is government the client of Fieldglass and owner of information collected and contained within the system? Payment terms are thirty days from the date of invoicing the customer. These payment terms will be detailed in the downstream supplier agreement and agency participation agreement. The resource manager will pay suppliers provided that the agency has paid the resource manager. In the event of late payment by an agency, the resource manager will make payment to the supplier within 48 hours of receiving funds. All suppliers with GITC accreditation will be invited to supply under a new agreement that QGCPO will issue. The agreement will be between Queensland Government and the supplier. See above. The resource manager will be managed to the contractual program SLAs and the QGCPO arrangement manager will monitor performance against SLAs as part of resource manager reviews. This information will not be made public in the same way the supplier KPI performance will also not be made public. QGCPO is working with the resource manager in consultation with agencies to determine the operational policies. These will be based on market best practice and validated internally throughout discovery. Suppliers will be invited to a training session at a later stage to fully understand the processes and operational policies. QGCPO has contracted direct with Fieldglass for the provision of the Vendor Management System (VMS). The information contained in the system is compartmentalised and secure and is owned by Queensland Government. The following pages contain questions which have been asked since the FAQ update of 24 May.

16 Frequently asked questions suppliers Page 16 of Given the current market in which many ICT contractors are not receiving contract extensions, will this affect which suppliers are offered positions on the panel? For example if a supplier supplied contractors to 5 government agencies earlier in the year, but as of 1 July, only supplies into 1 government agency, would this mean that they are only appointed on the panel for 1 agency under the new model? 72. How will the Resource Manager Service increase quality and streamline the recruitment process? In recognition of the current hiring conditions within government, suppliers who can demonstrate that they had active contractors in an agency in 2012 may qualify for a position on the appropriate panel. The Resource Manager Service will drive quality by increasing competition amongst suppliers. The most appropriately skilled candidates available will be successful. Supplier performance will be measured and strong performance will be rewarded with the opportunity to increase job volumes over time. The resource manager will continue to optimise the supplier panel over time based on the needs of the business. The recruitment process will be streamlined through the introduction of a standard whole-of-government process. This means that instead of dealing with 20 agencies each with a slightly different process, suppliers will be dealing with the resource manager and utilising a standardised process. All vacancies will be released via the VMS containing a full and detailed job description. Hiring managers and suppliers will be able to see the status of a role at any time. The resource manager will provide feedback to suppliers on unsuccessful candidates and will assist the hiring manager with arranging interviews and onboarding successful candidates. Under the new program, there will be a standard invoicing process with a central point of contact for invoice queries.

17 Frequently asked questions suppliers Page 17 of Could you clarify how this model will be vendor neutral, when suppliers will be appointed to the panel based on whether or not they have a current contractor working in an agency? Is this neutral? Won t this disadvantage smaller recruitment agencies? 74. How will suppliers who are not currently supplying contractors to Queensland Government gain an opportunity to supply under the new model? 75. What are the vendor neutrality guidelines which have been set out for hiring managers? As with any new managed service arrangement, or procurement initiative, it is necessary to have a starting position. In this instance, rather than immediately selecting a preferred supplier panel, that locks out some suppliers from day one, it has been decided that the fairest, most inclusive approach is to invite all suppliers to participate. Due to the volume of suppliers, it is not practical to release roles to all suppliers; therefore, those with current contractors working in a particular government agency will receive vacancies for that agency. If these suppliers are unable to fill the role within a specified timeframe, the role will then be released to all other suppliers who have agreed to the new terms. This is entirely irrespective of the size of the supplier. Currently there is a mix of SMEs and large organisations supplying to government. The model will be vendor neutral in the treatment of all approved suppliers. The benefit for current active suppliers is that they will now have access to all roles released for that agency rather than only receiving roles from hiring managers that they have relationships with. Suppliers who are currently locked out and not supplying will have the opportunity to supply. By this very fact, they will have a greater opportunity than they currently have. Suppliers who are currently GITC accredited, who wish to participate in the program and who agree to the terms of the new Downstream Supplier Agreement will have an opportunity to supply under the new model. All suppliers with current contractors working in a particular agency, will receive vacancies simultaneously for that agency. If these suppliers are unable to fill the role within a specified timeframe, the role will be released to all other suppliers who have agreed to the new terms. The resource manager will continue to optimise the supplier panel over time based on the needs of the business. All parties have vendor neutrality guidelines to adhere to under this program. Hiring manager s guidelines will appear in the Agency Participation Agreements and support the Queensland Government Code of Conduct. The guidelines will mirror those set out for suppliers in the Downstream Supplier Agreement.

18 Frequently asked questions suppliers Page 18 of Could you clarify the resource manager s payment terms? Will suppliers be paid in 30 days, or when the resource manager is paid? 77. How are the relationship managers going to determine which resumes get forwarded to the hiring manager? Will suppliers have the opportunity to critique their performance? 78. Are hiring managers able to direct the resource manager to use certain suppliers? Suppliers will be paid in 30 days from when the resource manager issues an invoice to the customer, subject to the customer paying the resource manager. Invoices will be issued to customers in the week following the timesheet being approved. However, in the event of late payment by a customer, the resource manager will make payment to suppliers within 48 hours of receiving the funds from the customer. Funds received from customers are held in trust by the resource manager on behalf of Queensland Government and the resource manager will not benefit in any way from this process. As is standard practice in any managed service provider (MSP) or recruitment process outsource (RPO) model, the relationship manager will present hiring managers with a pre-agreed number of suitable candidates that meet their criteria which has been determined both by taking a detailed job briefing from the hiring manager and their understanding of the ICT recruitment industry. The hiring manager will identify those candidates that they wish to interview and the relationship manager will assist by coordinating interviews with the supplier. The ultimate hiring decision rests with the hiring manager. The resource manager will be conducting supplier surveys to gain feedback at regular intervals. Hiring managers may make a recommendation for a supplier to be included in the initial release of the role. The following pages contain questions which have been asked since the FAQ update of 8 June Achievement of the KPIs will be impacted by the number of suppliers engaged? How are suppliers expected to meet these? 80. My organisation uses the Fieldglass Vendor Management System and we have already signed the End User Licensing Agreement. Do I need to sign another one? KPIs are established as target performance measures which will take time to achieve. In the first instance, suppliers will be benchmarked against each other to establish performance rankings. Suppliers will be able to run reports showing some of their own performance metrics using the VMS. Suppliers will be provided with information on the processes for the resource manager during supplier training sessions. This will include information on achievement and measurement of SLAs. If your organisation has already signed the EULA and has an account set up, then you are not required to sign another. Please submit a copy of the EULA that has already been signed. There are exceptions to some EULAs signed which may not cover Asia Pacific and we therefore need to check this.

19 Frequently asked questions suppliers Page 19 of I already use Fieldglass for other client arrangements, do I need a separate log in for Queensland Government? 82. What is the deadline for submitting the signed contractual documents? 83. Is there a cost to suppliers to connect with the VMS? 84. As suppliers do not issue any invoices, is there a process to dispute or question a Recipient Created Tax Invoice (RCTI)? 85. Will suppliers be able to use their own electronic timesheet systems? 86. Clause 9, refers to the Right to Audit. What will this involve and will the supplier have a right to review the reasons before it commences? How much notice will be given? 87. When a new role is released, who is the customer as per the information on the job posting? Is it the ordering officer, the department, Queensland Government or the resource manager? 88. If timesheet data is exported from a department s timesheet system into Fieldglass, will it meet the timesheet cut off or should we change our internal process to extend our payroll cut off? If you are a current supplier using Fieldglass and you would like to review orders for all customers with the same log in please notify the resource manager by providing the company code. In order to locate the company code in Fieldglass please go to Admin -> Company Structure -> Company Details. Suppliers may submit completed contract documents at any time but only suppliers who have signed up will receive new vacancies. Fieldglass is the provider of the Vendor Management System (VMS) and the system is a simple web based cloud solution. The system can be accessed via the internet. There is no additional cost to use the system. An RCTI is created automatically from an approved timesheet. If a supplier believes there is an error with the RCTI, they should notify the resource manager. As the creation of an RCTI is an automatic process, it is anticipated that the only error will be due to the incorrect completion of hours on a timesheet. If that is the case, the supplier is able to raise a credit/debit through the VMS which will be routed to the hiring manager for approval. No. Hiring managers will only approve timesheets through the Vendor Management System (VMS). However, Fieldglass has a number of ways that time can be extracted from the VMS. These are all standard connectors that can be enabled on a per supplier basis if requested. Fieldglass will support the standard connectors, but do not allow any custom integrations. Reports can also be created out of Fieldglass that contain timesheet information. Schedule 2 Service Level Agreements (SLA) identifies those SLAs which are measured through audit. Suppliers will be provided with information on the processes for the resource manager during the supplier information sessions which will include achievement of SLAs and audit process. The customer is the department. The Downstream Supplier Agreement is the header agreement which all suppliers have signed in order to participate. However, the GITC customer contract is being formed with each job posting. The cut off time for approved timesheets is close of business Monday. Data exported into Fieldglass will be done within the required timeframe to ensure that it is available in the system in accordance with the agreed invoicing timelines.

20 Frequently asked questions suppliers Page 20 of If there are any issues with timesheets, will it show up in Fieldglass such as timesheets not being submitted? 90. Will the Hiring Manager need to get together with 2-3 other permanent employees to conduct the candidate shortlisting process? 91. Are there agreed timeframes around the shortlisting process so that we can notify our candidates and manage their expectations? 92. What if a customer wants to release 8-10 roles at once, will they just go to the same 10 suppliers and allow them to submit 4 candidates each, for example? 93. Is there a cap on the number of the resumes that you would see coming from each supplier for each role? 94. Do you have an idea of the anticipated number of roles coming through? 95. Will there be briefing sessions if there are specific projects or do you envisage that all information will be released through the automated system? 96. If there is a vacancy where a person is recognised as being suitable for the role and they actually want that person to come in, does the supplier who represented the candidate previously receive a request or does the role go out to market? 97. If the maximum submission for a role is 2 and we have already submitted 2 is it possible to withdraw a candidate and submit another if prior to the closing date? As a supplier you can view the status of timesheets in Fieldglass. You can also extract the data for all contractors at once by running it as a report. This will show whether the worker has submitted a timesheet or whether they have and it is pending for approval by their manager. Each department s procurement procedures will determine the make up of a selection panel. For the two vacant roles, the submission date is Friday 5.The Hiring Manager will review the candidates the following Tuesday and feedback to the suppliers should occur the same day if not by the following day. Timeframes will be dependent on individual hiring managers but we can certainly let you know what sort of turnaround times they are looking at. As agreed with industry, each individual role will go out to 10 suppliers. If there were to be 8 roles released, then potentially every supplier would get an opportunity to submit a candidate for a role. We want to give each supplier an opportunity to perform and would not release all 8 roles to just 10 suppliers. Each job posting will state the maximum number of submissions allowed per supplier. To start with, most roles will be capped at 2 submissions per supplier. Not at this stage, however, more information will become available as we progress with implementation. The roles will always come through the system but where there is a big project we may organise a webinar or briefing to be able to share information with suppliers. The approach will always be to release a role to market. The hiring manager needs to be able to review available candidates in order to make the final decision. The supplier who has previously presented the candidate will be included in the release. Yes the system will allow you to do that.

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