Sydney Trains & NSW Trains / Sydney Trains Customer Experience Management Program (CXMP)

⁠⁠⁠This tender is for a market research (Field Services) provider to conduct surveys and assessments and an enabling SaaS (Software as a Services) technology platform (Interface) provider in the context of the Sydney Trains and NSW TrainLink Customer Experience Management Program (CXMP). The Request for Tender is for two separable portions (SP):

1) SP 1 – Field Services:

a. Package 1, Sydney Trains Locations and

b. Package 2, NSW Trains Locations

Field Services personnel will be provided and managed in accordance with sampling and business rules to capture data and raise alerts in a live customer service environment over a wide geographic area using a combination of Customer Sentiment Surveys, Service Quality Assessments and Mystery Shops as a way of measuring customer experience.

2) SP 2 – Interface (SaaS) platform for the capture of data and alerts by Field Service personnel and making it available through portal functionality and data exchange.

Sydney Trains and NSW TrainLink are seeking a Field Services provider and a Software provider (Software as a Services – SaaS) for Interface Platform in the context of the Customer Experience Management Program (CXMP).

The Request for Tender is for two separable portions (SP):

1) SP 1 – Field Services:

a. Package 1, Sydney Trains Locations and

b. Package 2, NSW Trains Locations

Field Services are required to capture data in a live customer service environment over a wide geographic area using a combination of Customer Sentiment Surveys, Service Quality Audits and Mystery Shops as a way of measuring customer experience.

2) SP2 – Interface (Desktop Platform)

A Software provider (Software as a Services –SaaS) is required to provide a CXMP Interface (Desktop platform) for the collection and provision of data and alerts generated by Field Service.

Tenderers are invited to respond to either one or both Separable Portions (SP1 & SP2) and within SP1 (Field Services), either one or both Packages; Sydney Trains (P1) and NSW TrainLink locations (P2).