NSW Government

Telecommunications – Fixed Data

Standard

Final v2.0

March 2016

Telecommunications – Fixed Data Standard

CONTENTS

1. CONTEXT 4

1.1. Background 4

1.2. Purpose 4

1.3. Scope and application 4

1.4. Policy context 4

1.5. The ICT Services Catalogue 5

2. KEY PRINCIPLES 5

3. REQUIREMENTS 6

3.1. Requirements tables 6

3.1.1 Use Cases / Scenarios 7

3.2. Elements of this standard 9

3.2.1 Core requirements 9

3.2.2 Optional requirements 10

3.2.3 Service management 10

DOCUMENT CONTROL 12

APPENDIX A – DEFINITIONS 13

APPENDIX B – ABBREVIATIONS 14

APPENDIX C – REFERENCES 15

APPENDIX D – STANDARDS 16

Developing technical standards 16

Management and implementation 16

APPENDIX E – EXPECTED SERVICE LEVELS 17

Service Levels 17

Data Services Severity Level Descriptions 17

Data Service Availability 18

Overall Data Service Availability 19

Data Performance Requirements 19

Telecommunications – Fixed Data Standard

Internet Data Service Availability 19

Telecommunications – Fixed Data Standard

1. CONTEXT

1.1. Background This is a technical standard developed through the NSW ICT Procurement and Technical Standards Working Group. The standard contains technical and functional requirements that agencies should consider when procuring fixed data solutions.

By defining the necessary and common elements across agencies the standard provides an opportunity to leverage the buying power of Government as a whole, improve procurement efficiency and increase interoperability.

1.2. PurposeThe purpose of this standard is to assist NSW Government agencies to develop, procure and implement fixed data solutions and tools, as well as take full advantage of their benefits. This standard also helps agencies procure in a strategic manner that reflects the NSW Government’s priorities as outlined in the NSW Government ICT Strategy.

This standard details the issues that need to be considered so each agency can identify the available options that best suit their business requirements, helping agencies achieve value for money through cost savings and improved flexibility of service offerings.

1.3. Scope and applicationThis standard applies to all NSW Government departments, statutory bodies and shared service providers. It does not apply to state owned corporations, but is recommended for their adoption.

For the purposes of this standard, Telecommunications – Fixed Data services include all dedicated/private line, packet and circuit-switched access services (based on Gartner 2015). See Appendix A – Definitions for more details.

This standard sets out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW ICT Services Catalogue. Agencies should consider any specific operational or regulatory factors that impact their requirements, and specific requirements they have in addition to those detailed in this standard.

1.4. Policy contextThe NSW Government ICT Strategy and Digital + 2016 Final Update set out the Government’s plan to: build capability across the NSW public sector to deliver better, more customer-focused services that are available anywhere, anytime; and to derive increased value from the Government’s annual investment in ICT.

Developing whole of NSW Government ICT technical standards is a key initiative of the NSW Government ICT Strategy, driven by the ICT Procurement and Technical Standards Working Group. These standards leverage principles defined in the NSW Government ICT Strategy and the NSW Government Cloud Policy, and they support the NSW ICT Services Catalogue.

The standards set out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW Services Catalogue. This helps achieve consistency across service offerings, emphasising a move to as a service sourcing strategies in line with the NSW Government ICT Strategy, and it signals government procurement priorities to industry.

Telecommunications – Fixed Data Standard

Solutions should also assist agencies in their alignment with the NSW Government Enterprise Architecture (NSW GEA), which encompasses all aspects of enterprise architecture activity at the business, information, application and technology infrastructure layers. The NSW GEA is about providing direction and practical guidance to accelerate the development of agency EA capability and enabling a common, intra and inter agency approach to the design of digital government.

This standard should be applied along with existing NSW Government policies and guidance, including the NSW Digital Information Security Policy. More information on the process for the development of standards that populate the ICT Services Catalogue is at Appendix D – Standards.

1.5. The ICT Services CatalogueThis catalogue provides suppliers with a showcase for their products and services, and an opportunity to outline how their offerings meet or exceed standard government requirements. The standards, together with supplier service offerings, help to reduce red tape and duplication of effort by allowing suppliers to submit service details only once against the standards. The offerings are then available to all potential buyers, simplifying procurement processes for government agencies.

Implementing this category management approach embeds common approaches, technologies and systems to maintain currency, improve interoperability and provide better value ICT investment across NSW Government.

2. KEY PRINCIPLESThis standard is based on the following principles:

Fit for purpose: Fixed data solutions should meet agency business requirements, and provide sufficient bandwidth for current and future applications.

Information security: Meet any applicable requirements of the NSW Digital Information Security Policy and ISO 27001.

Facilitating as a service: Fixed data solutions should facilitate the agency transition to as a service, and ensure agency alignment with broader NSW ICT Strategy.

Interoperability: Fixed data solutions should meet applicable recognised open standards to support interoperability.

Business continuity: Fixed data solutions should meet business continuity requirements, particularly with transition in and out (see the NSW Digital Information Security Policy and ISO 27031-2011 for more guidance).

Mobile and flexible: Fixed data solutions should support modern office work practices, including flexible working, activity based working and hot desking.

Performance and latency: Fixed data solutions should be designed to optimise performance and minimise latency across all functions to encourage concurrent use and collaboration across different geographic locations.

Value for money: Fixed data solutions should deliver value for money, in line with the investment principles set out in the NSW Government ICT Investment Policy and Guidelines.

Telecommunications – Fixed Data Standard

3. REQUIREMENTS

3.1. Requirements tablesThe following tables set out the recommended business and technical requirements for NSW Government. They provide a consistent approach for all NSW Government agencies regardless of their size.

When considering any aspect of fixed data solutions an agency must consider the Service Management aspects of the service(s) on offer. Explanations for each element of the following use cases are provided at section 3.2.

Definitions for terms included in this document can be found at Appendix B – Abbreviations.

Telecommunications – Fixed Data Standard

3.1.1 Use Cases / Scenarios

Anticipated use cases for fixed data services are set out in the tables below. The corresponding requirements of this standard are ticked in the columns.

Use Case / Scenario

Telecommunications – Fixed Data

Dark

fibr

e

DWDM

Fibr

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ss o

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(las

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Lice

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mic

row

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Scal

able

eth

erne

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ork

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hing

(M

PLS)

Cont

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itted

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te

Stati

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(pre

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)

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(with

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)

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: Dyn

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sed

radi

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Met

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Sate

llite

serv

ices

Addi

tiona

l rou

ting

prot

ocol

s,

e.g.

OSP

F, R

IP, I

S-IS

, EGP

Required NSW Government business outcomes

Additional business outcomes for agency consideration

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Telecommunications – Fixed Data Standard

Use Case / Scenario

Service Management

Telc

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ll-se

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Telc

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Required NSW Government business outcomes

Additional business outcomes for agency consideration

8

Telecommunications – Fixed Data Standard

3.2. Elements of this standard

3.2.1 Core requirements

Fixed data services that provide the following:

Physical data services – Layer 1

Layer 1 Physical Carriage Services are defined as follows:

Dark fibre: Passive optical fibre Infrastructure which has no active equipment in the path between sites.

Dense Wave Division Multiplexing (DWDM): Wavelengths between sites.

Fibre-less optics: Laser based point to point wireless services with operating characteristics similar to dark fibre.

Licensed microwave radio services: Point to point wireless network medium operating within a regulated frequency band and requiring clear line of sight between each end of a network segment.

Data-link layer services – Layer 2 – Point to point services

Layer 2 services are defined as follows:

Scalable Ethernet: Provided over fibre or copper terrestrial medium and operating the Ethernet protocol (both Fast and Gigabit) at bandwidths of 10Mbs and above.

IP based data services - Layer 3 – IP Services

Layer 3 (IP) services are defined as follows:

IP network services that are offered as a “site-to-cloud” model. The underlying “network cloud” is a routed network and transparent to the customer. There is no charge for bandwidth within the cloud within state boundaries, only for the tail access into the cloud. Bandwidth constraints are limited to the underlying access tail medium.

Multi-Protocol Label Switching (MPLS): Directs data from one network node to the next based on short path labels rather than long network addresses, avoiding complex lookups in a routing table. The labels identify virtual links (paths) between distant nodes rather than endpoints. MPLS can encapsulate packets of various network protocols. MPLS supports a range of access technologies, including E1, ATM, Frame Relay, and DSL.

Contention: All services must be able to be provided with dedicated committed information rate (agreed at commencement) between the CPE and the supplier provided equipment.

All services must support static routing or dynamic routing via the agreed protocol (the preference is for BGP).

All services must support IPv4 & IPv6.

QoS implemented and available for NSW Government use, with minimum QoS levels as agreed in the SLA. A consistent QoS which is dependent on the network access technology used at different sites connected to the same carrier VPN. A Class of Service (COS) is defined by its QoS.- A network access link and a network can have different levels of COS defined and agreed

for different classes of application traffic.

Dynamic COS (DCOS): allowing for more efficient utilisation of bandwidth by letting application traffic vary COS dynamically to maximise performance within the given bandwidth. Once set, there should be no call on suppliers to change the COS levels.

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Telecommunications – Fixed Data Standard

Dynamic bandwidth allocation, allowing for changes to traffic parameters, should be supported. For example, ‘dynamic bandwidth management’ which provides the capability to enable a near real-time response to a request for changes to allocated bandwidth without penalty and without resetting the contract period.

Multicast is available for NSW Government use as per carrier implementation.

3.2.2 Optional requirements

Fixed Data services that provide the following:

Physical data services – Layer 1

Layer 1 Physical Carriage Services are defined as follows:

Dark fibre

Unlicensed radio services: Point to point wireless network medium operating within an unregulated frequency band and requiring clear line of sight between each end of a network segment.

Data-link layer services – Layer 2 – Point to point services

Layer 2 services are defined as follows:

Fibre channel: Provided over fibre or copper terrestrial medium and operating the fibre channel protocol.

Digital data services (DDS).

Frame relay (over copper): Multiple physical copper pairs, each operating as xDSL and aggregated to provide increase bandwidth but presented as a single logical Ethernet service.

Asynchronous Transfer Mode (ATM): A point-to-point or multipoint service that is certified by the ATM Forum.

Bonded ethernet (over copper): Multiple physical copper pairs, each operating as xDSL and aggregated to provide increase bandwidth but presented as a single logical Ethernet service.

Metro ethernet: A point-to-point or multipoint ethernet service that is certified by the Metro Ethernet Forum (MEF). A Metropolitan Area Network (MAN) that is based on Ethernet Standards, which provides for diverse network architectures and bandwidth ranging from 10 Mbps to 10 Gbps.

Satellite services.

IP based data services – Layer 3 – IP services

Layer 3 (IP) services are defined as follows:

Services that support additional routing protocols e.g. OSPF, RIP, IS-IS, EGP.

3.2.3 Service management

Telco full-service administration

All provisioning, de-provisioning, together with all other administration and management tasks required to operate the environment, are provided as part of the service offering. The only exception will be service management of the provider which remains the sole responsibility of the initiating agency.

Operate a Service Desk on a 24x7 basis for incident, problem (and other agreed services) management for authorised users. For managed services: at a minimum if a service is unavailable or degraded the supplier will notify the affected agency, and the supplier is to monitor service availability and report on service availability on a monthly basis.

Telco performance and latency10

Telecommunications – Fixed Data Standard

The solution will provide appropriate built-in redundancy to achieve agency required levels of service. Typically this may be not less than 99.7% availability 24 hours 7 days per week. Bandwidth and latency expectations are to be defined and agreed up front.

Transition services

Ensure the smooth and orderly transition from any current service provision to the new arrangements.

Telco 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 physically, electrically and logically separate from the primary that is available immediately if the primary site or service fails, to a fully documented process for restoring services within Service Level Agreement (SLA) defined times.

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.

Third party multi-service broker provision

Any solution provider may work within the confines of a multi-service provider environment where either the agency or nominated provider may 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.

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Telecommunications – Fixed Data Standard

DOCUMENT CONTROL

Document historyStatus: Endorsement Release

Version: 2.0

Approved by: Executive Director, Strategic Policy

Approved on: 21 March 2016

Issued by: ICT Services, Services & Digital Innovation Division, Department of Finance, Services & Innovation

Contact: ICT Services, Services & Digital Innovation Division, Department of Finance, Services & Innovation

Email: standards@finance.nsw.gov.au

Telephone: (02) 9372 7445

Review This standard will be reviewed as required.

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Telecommunications – Fixed Data Standard

APPENDIX A – DEFINITIONS

Fixed data service (Gartner 2015)

Includes all dedicated/private line, packet and circuit-switched access services. For example, frame relay, asynchronous transfer mode, IP, Integrated Services Digital Network, DSL, multichannel multipoint distribution service (MMDS) and satellite.

No differentiation is made between the type of traffic or application carried by these services. All types of transmissions – non-voice data, image, video, fax, interactive services and even voice — can be carried by these services regardless of whether the source format is analog or digital. All revenue reflects service provider annualised retail revenue — paid for by the business and residential end user of the service; no wholesale or carrier-to-carrier revenue is included.

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Telecommunications – Fixed Data Standard

APPENDIX B – ABBREVIATIONS

aaS As a service

AIIA Australian Information Industry Association

ATM Asynchronous Transfer Mode

BGP Border Gateway Routing Protocol

COS Class of Service

CPE Customer Provided Equipment

DCOS Dynamic Class of Service

DDS Digital Data Services

DSL Digital Subscriber Line

DWDM Dense Wave Division Multiplexing

EGP Exterior Gateway Protocol

GovDC Government Data Centre

ICT Information & Communication Technology

IP Internet Protocol

ISO/TC International Organization for Standardization / Technical Committee

IS-IS Intermediate Systems to Intermediate System

IT Information Technology

OSPF Open Shortest Path First

MAN Metropolitan Area Network

MEF Metro Ethernet Forum

MMDS Multichannel Multipoint Distribution Service

MPLS Multi-Protocol Label Switching

PCI-DSS Payment Card Industry – Data Security Standard

PTS Procurement & Technical Standards

RIP Routing Information Protocol

QoS Quality of Service

SIP Session Initiation Protocol

SLA Service Level Agreement

Telco Telecommunication(s)

VPN Virtual Private Network

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Telecommunications – Fixed Data Standard

APPENDIX C – REFERENCES Agencies should have regard to the following statutes, NSW Government policies and standards:

AS/NZS ISO 31000 Risk management – Principles and guidelines ISO 27031-2011 Information technology – Security techniques – Guidelines for information and

communication technology readiness for business continuity ISO 27001 Information technology – Security techniques – Information security management

systems – Requirements Electronic Transactions Act 2000 Government Information (Public Access) Act 2009 Health Records and Information Privacy Act 2002 NSW Government Digital Information Security Policy NSW Government Open Data Policy NSW Government Cloud Policy NSW Government Standard for Data Quality Reporting NSW Government ICT Strategy NSW Government Digital + 2016 Final Update NSW Government Information Classification, Labelling and Handling Guidelines NSW Government Investment Policy and Guidelines NSW Procurement: Small and Medium Enterprises Policy Framework Privacy and Personal Information Protection Act 1998 Public Finance and Audit Act 1983 Public Interest Disclosures Act 1994 State Records Act 1998 TPP 09-05 - Internal Audit and Risk Management Policy for the NSW Public Sector

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Telecommunications – Fixed Data Standard

APPENDIX D – STANDARDS

Developing technical standardsDevelopment of a standard begins with identifying the need for a new standard, which is followed by drafting the standard in consultation with the industry and experts groups, including the Australian Information Industry Association (AIIA).

The following diagram outlines the process.

The ICT Procurement and Technical Standards Working Group (PTS Working Group) is chaired by the Department of Finance, Services and Innovation (DFSI), and includes senior representation from across NSW Government.

Agencies engage with the PTS Working Group concerning services for inclusion in the ICT Services Catalogue. This drives the development of technical standards, where none exist. The PTS Working Group has the leading role in reviewing and endorsing the technical standards developed in response to agencies’ requirements.

The PTS Working Group is supported by two sub-groups responsible for the areas of Telecommunications and Services and Solutions. The sub-groups are responsible for initial development and review of standards relating to their areas of responsibility.

Management and implementationThere is scope to modify standards through the NSW Government ICT governance arrangements as necessary. Standards are designed to add value, augment and be complementary to, other guidance, and they are continually improved and updated.

This standard does not affect or override the responsibilities of an agency or any employee regarding the management and disposal of information, data, and assets. Standards in ICT procurement must also address business requirements for service delivery.

NSW Procurement facilitates the implementation of the standards by applying them to the goods and services made available through the ICT Services Catalogue.

16

Need for new or amended standard

identified

Standard developed (Industry/agencies

consulted)

Standard approved and released by PTS

Working Group

Market engagement for services which meet the standard

Services added to Catalogue

Business requirements change

Telecommunications – Fixed Data Standard

APPENDIX E – EXPECTED SERVICE LEVELS

Service Levels

Special Note:Agencies and service providers must agree final SLAs including response and restoration times, penalties and other related matters as part of their due diligence prior to the commencement of any contract. The material listed below should be considered a minimum expectation and the default unless otherwise agreed.

NSW Government has a number of sites which are required 24/7. The largest number of these are in the metropolitan area, however the others are scattered around the state. The sites are defined as follows:

i. High Availability - This Service Category means the site has 24 hour coverage and designed with diverse access and redundant Service components that has been engineered with resiliency. This includes Data Centres, and other high availability sites as may be specified by NSW Government.

ii. 24 Hour Site (24x7) Standard -This Service Category means the site has 24 hour coverage with a connection via a dedicated carrier service.

iii. Standard Coverage means the contracted hours of coverage where provider shall respond to a service call or service request.

The Incident Management Performance requirements for Data Services are as follows:

Severity 1 Severity 2 Severity 3Service Category

Hours Coverage

Response Target

Restore Target

Response Target

Restore Target

Response Target

Restore Target

High Availability

24 hours7 Days

30 minutes 1 Hour 1 hour 8 hours 4 hours 24 hours

24Hour Standard

24 hours7 Days 30 minutes 2 Hours 1 hour 24 hours 8 hours 48 hours

Standard(all other

sites)

(7am to 7pm)

7 Days30 minutes 8 hours 1 hour 24 hours 8 hours 36 hours

Data Service Availability to meet or exceed the specifications as outlined in Availability Target Table below:

Service Category Hours Coverage Availability TargetHigh Availability 24 Hours x 365 Days 99.99%

24 Hour Standard 24 Hours x 365 Days 99.95%

Standard(all other sites)

7am to 7pm x Business Days

99.95%

Internet Service 24 Hours x 365 Days 99.95%

Data Services Performance Targets

The following table outlines the expected performance for the Service:

Service Performance Requirement Measurement MetricPacket Loss < 1%Latency < 25 msJitter < 5 ms

Data Services Severity Level Descriptions

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Telecommunications – Fixed Data Standard

The following table defines Data Services Severity Levels. The definition of an Incident will be based on the table. The Incident Management Table will define the timeframe for response and resolution expected by the NSW Government.

SEVERITY LEVEL DEFINITION

SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY LEVEL 3

Impact on Service Performance

Service unavailable or seriously impaired and not functional for multiple affected sites

Service seriously impaired and not functional for affected single or multiple sites

Service is impaired causing difficulty with performing normal work for single site

Impact on productivity and reputation

NSW Government’s business may directly result in significant additional exposure of NSW Government or the public to risk, or adverse impact on NSW Government’s reputation

May result in lost productivity or may jeopardise risk management or provision of service to the public

May result in reduced productivity but doesn’t otherwise threaten risk management or service to public

The Service Provider must work to Resolve the Incident

Continuously within Business Hours and outside Business Hours until the Incident is Resolved

Continuously within Business Hours and outside Business Hours until the Incident is Resolved

Within Business Hours until the Incident is Resolved

Available Alternatives No readily available alternative to perform work without Service Provider involvement

No readily available alternative to perform work without Service Provider involvement

There is a readily available alternative e.g. manual workaround

Examples Unavailability of access to the Network of two (2) or more physical locations, or performance is degraded to the extent that Services cannot be reasonably used

Unavailability of a NSW Government’s Network access by one (1) site, or performance is degraded to the extent that it does not allow full or efficient business use of the Services

Service impaired at one (1) site or network performance is unacceptable

Interim Status Update Timeframe

Every 15 mins 15 mins then every 30 minutes

On request

If Incident is not Resolved within the required timeframe

Escalate according to agreed processes

Escalate according to agreed processes

Escalate according to agreed processes

If Incident is not Resolved within two times the required timeframe

Escalate according to agreed processes

Reclassify Incident as Severity 1

Reclassify Incident as Severity 2

Data Service Availability

Name Individual Service Availability (per Service)

Description This Service Level aims to maintain consistent performance of Services offered.

Hours measured Hours Coverage as set out in the Availability Table

Service Level As set out in the Performance Target Table

Measurement MethodologyMeasurement starting point End of each Reporting PeriodCalculation Data Service Availability: meets or exceeds the Data Service Availability Target.

DDS Service Availability: meets or exceeds the Data Service Availability Target. Period of calculation MonthlyMeasurement unit Report by exceptionData source Help Desk, Monitoring tools, reporting toolsMeasurement responsibility Service ProviderReporting frequency Monthly

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Telecommunications – Fixed Data Standard

Overall Data Service Availability

Name Overall Service AvailabilityDescription This Service Level aims to minimise the impact on NSW Government’s business

of Incidents involving the Services. Overall Service Availability for each Managed Service is the total uptime weighted across NSW Government Locations using the Service as a percentage of total available hours in the month.

Hours measured Hours Coverage as set out in the Availability TableService Level Data Service Availability: 99.9%, OR

DDS Service Availability: 99.9%Measurement MethodologyMeasurement starting point Within 3 working days of the end of each Reporting PeriodCalculation Overall Service Availability = 100 x [LxH – ∑i(Ti x Ni) ] / LxH

Where:L = Total number of NSW Government Locations using the ServiceH = Total hours in the monthTi = Incident Resolution Time for an IncidentNi = Number of NSW Government Locations impacted by that IncidentI = Severity 1 and 2 Incidents

Period of calculation MonthlyMeasurement unit ReportData source Help Desk, Monitoring tools, reporting toolsMeasurement responsibility Service ProviderReporting frequency Monthly

Data Performance Requirements

Name Overall Service AvailabilityDescription This Service Level aims to ensure quality of service through the

implementation of performance requirements. Hours measured 24 x 7Service Level As set out in Performance Targets TableMeasurement MethodologyMeasurement starting point Within 3 working days of the end of each Reporting PeriodCalculation 100*(Actual Uptime / Scheduled Hours)

Period of calculation MonthlyMeasurement unit ReportData source Help Desk, Monitoring tools, reporting toolsMeasurement responsibility Service ProviderReporting frequency Monthly

Internet Data Service Availability

Name Individual Service Availability (per Service)

Description This Service Level aims to minimise the impact on NSW Government’s business of Incidents involving critical Services. Availability is measured as the hours a Service (as set out in the Availability Table) is actually Available as a percentage of the hours that the Service should be Available.

Hours measured Hours CoverageService Level As set out in the Availability Target TableMeasurement MethodologyMeasurement starting point End of each Reporting PeriodCalculation 100*(Actual Uptime / Scheduled Hours) per linkPeriod of calculation MonthlyMeasurement unit Report by exceptionData source Help Desk, Monitoring tools, reporting toolsMeasurement responsibility Service Provider

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Telecommunications – Fixed Data Standard

Reporting frequency Monthly

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