Business analysis services: review of technology needs to support complaints & customer management

⁠⁠⁠The Commonwealth Ombudsman (the Office) uses the following technologies to support receipt, management and resolution of complaints:
• Online complaints from
• Interactive Voice Response (IVR)
• Complaints management system
• Information and records management system

We can receive customer complaints through:
• Walk-ins
• Letter
• Fax
• Social media
• Email

The Office interacts with a number of Commonwealth and State Government agencies, law enforcement bodies and industry sectors (for example Private Health Industry and Vocational Education and Training sector). These interactions and activities follow different processes to traditional complaints management and require specific workflows and information collected.

We currently make bespoke changes to the complaint management system to support broader customer relationship management needs, however this does not fully satisfy this need.

The Office is seeking efficiencies through improved interoperability between all systems, reducing current manual tasks, as well as through greater use of online tools.

From this engagement, we are seeking:
- assessment if current technology is fit-for-purpose for the range of complaints and customer relationship management activities undertaken;
- documentation that enables the Office to put out a Request for Information to the market to identify fit for purpose technology solution/s.