Tender Advertisement #1439492

PURPOSE:

Austroads seeks Expressions of Interest (EOI) from appropriately experienced service providers to partner with Austroads and:
• Support Austroads in recommending an appropriate Customer Management System (CMS)
• Assist Austroads in implementing a CMS for our NEVDIS business

ISSUE AND RATIONALE:

The key factors this EOI is looking to address:
• Lack of a centralised repository of all customer history and information.
• Absence of a ticketing system to:
> Track and report on activities.
> Assist with workflow management and future planning.
> Link tickets with customers, companies, members, and products used.
> Provide visibility of inflight activities and progress status. There is no visibility of ongoing or long-standing tickets or previously raised issues.
> Ability to search previous/similar tickets raised.
> Manage data validation.
> Improve data integrity.
> Manage reporting.
> Manage incident and problem tickets.
• Lack of central knowledge base.
• Inability to apply consistency across operational processes.
• Inefficient processes due to the reliance of emails.
• Lack of accountability and collaboration.
• Low productivity.
• Fragmented data that exists in multiple locations.

OBJECTIVES:

The objective of this project is to implement a suitable and complete customer service solution CMS for our NEVDIS Administration Unit (NAU) that's easy to use and scales with the business, to assist them in:
• Streamlining the customer management workflows.
• Efficiently respond to customer queries and meet SLAs.
• Improve agent response time.
• Manage every channel from one view.
• Dashboard reporting across a variety of activities.
• Unify email, phone, and chat support.
• Improve customer experience.

Also included as part of this tender are the following documents:
• Writing & Format Requirements for Austroads Publications which sets out the writing and formatting standards for research, technical and internal reports.
• Master Services Agreement outlining our Terms and Conditions. Please note that our Terms and Conditions are not negotiable.

All submissions are to be submitted as a PDF at a maximum size of 10MB.

All submissions are to include a completed EOI Proposal Coversheet.

The naming convention for submissions is: [your Company name] – [Project No.] – [any internal reference numbers].