Service Management Platform

⁠⁠⁠The Department of Health and Human Services (DHHS) is seeking to engage a suitably experienced and qualified IT services supplier to partner with the Department for the design, implementation and ongoing support of a proven, cloud-based service management solution.

The solution will be implemented progressively across corporate services functions to improve the delivery of services to its customers. The solution will provide central customer relationship management, case management and self-service capabilities that will be capable of managing processes that may span across functional units with corporate services such as payroll, accounts payable, records management, procurement, HR advisory and IT. The solution will also need to provide contact centre capabilities; telephony integration; and workforce management, forecasting and scheduling tools.

The successful bidder will be engaged for up to a 3 to 5 year period, beginning with a collaborative design process to elicit an implementation approach that will make best use of the platform while meeting the Department’s strategic vision and operational requirements.