Customer Insights Platform

⁠⁠⁠WorkCover Queensland (WorkCover) are approaching the market to establish contractual arrangements with a suitable supplier to partner with WorkCover for continuation of our customer insights capability over the next 3 to 5 years.

WorkCover’s strategy places our customers at the heart of everything we do. WorkCover intends to meet this intent by understanding our customers deeply, by delivering valued experiences and by providing tailored, innovative solutions to them. To do this, we must source feedback from customers, not just at a quarterly, brand level but also at a journey level (statutory claims, common law, and policy renewal) and individual transaction level. This enablement will provide enough sensitivity in our metric to understand how our customers experience our services throughout and at the end of their journeys, and therefore make possible targeted improvements and the assessment of the success of strategic initiatives.

This procurement process will be to identify suitable Customer Insights Platform products and determine the best option to meet WorkCover’s requirements, engage the best suited software supplier to partner with WorkCover for continuation of our customer insights capability over the next 3 to 5 years, improve automation and integration of the selected product with other WorkCover systems, and ensure the chosen solution meets WorkCover’s security and data protection requirements.

The resulting contract will be for an initial 3-year term with 2 x 1 year extension options at the discretion of WorkCover and it is proposed that the contractual documents be established under the Queensland Information Technology Contracting (QITC) framework.

Dates:

Indicative dates for this procurement process are below. Please note, these are indicative only and subject to change.

Issue tender documents to the market              Friday 2 December 2022

Industry briefing (not mandatory to attend)        Friday 9 December 2022 at 10am AEST

Closing date for questions                                 COB Monday 9 Janaury 2023

Tender close                                                      Monday 16 January 2023 @ 2pm AEST

Formal notification of successful supplier          Friday 7 April 2023

Contact:

Updates to documentation for this procurement will be published through the WCQ285 QTenders listing.

For detailed information on the specific requirements sought under this tender, please review the attached documents.