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Contact Centre Technology ProjectVendor UpdateJuly 2012
Briefing purpose VicRoads issued an EOI for contact centre technology in April 2011. The procurement process for replacement of contact centre technology was temporarily placed on hold in mid-2011 pending determination of a number of strategic and operating issues in both a VicRoads and Victorian government context. Approval has now been obtained to proceed with the replacement of existing contact centre technology. A decision has been reached to close the EOI and proceed with an open RFT due to VicRoads’ having further refined its requirements and identified its preferred service delivery model.
Project procurement objective VicRoads is committed to procuring a call centre solution for the VicRoads Customer Contact Centre and Service Desk, to replace existing technology used across the 2 current locations, Ballarat and Kew, and include: – An integrated robust, reliable, dynamic, scalable, geographically independent call centre solution that meets the current and future business needs of the VicRoads Contact Centre and Service Desk. – A value for money solution that meets VicRoads’ functional and non-functional requirements. – A transition approach from the current system to the new system. – Additional functionality and improved service levels.
Importance of project for VicRoads VicRoads current call centre technology is supported by 5 different vendors. All existing support contracts were recently extended to June 2013 on the assumption this project will deliver a replacement prior to this time. The current set of technology utilised by the Call Centre is provided by a number of vendors, is poorly integrated, and in some cases nearing or at end life, and as a whole no longer meets business requirements. It is anticipated that new technology with increase operational efficiency and improve customer service.
Project Procurement scope The approval to proceed with the strategic replacement of Contact Centre technology includes: – Stage 1 - replacement for the following: • Call Management (including Call Routing, voice recording, PABX and Telephony equipment) • IVR • Workforce Management – Stage 2 – optional for replacement for the following: • Speech recognition • Quality management
Procurement Approach Open RFT will be issued with detailed requirements and threshold criteria. Ensure procurement process is open and fair to all vendors. Recognise the burden procurement processes impose on vendors. Wish to minimise the overhead for vendors not aligned to VicRoads’ detailed requirements. Procurement process will offer vendors the opportunity to self select.
Next Steps Draft RFT on Consultation Hub: – A draft of the proposed RFT will be posted on VicRoads’ Consultation Hub in early August for a two week period. – Vendors are invited to review and provide suggestions for change. – Queries from vendors are also encouraged during this period via the Consultation Hub.
Next Steps cont. Open RFT – An open RFT will be issued in late August 2012. – A vendor briefing will be held after issue of the RFT. – Vendors can ask clarification questions for two weeks after the RFT has been issued. Tenders Submitted – Tenders will be due in late September Contract Award – Contract Award is intended in late 2012
Project probity The procurement approach has been determined based on considerations of probity and to be open and fair to all vendors. Vendors who provide existing services to VicRoads will not be provided with information about the Contact Centre Technology Project by VicRoads staff other than via the Consultation Hub. Notice of the upcoming RFT will be provided to the market following today’s briefing. A subset of slides from today’s powerpoint presentation will be available via the Consultation Hub. A separate briefing will be held after the RFT is issued.
VicRoads Contact • Questions can be posted via the Consultation Hub.