Request for Proposal - The provision of Customer Communications as a Service (CCaaS)

⁠⁠⁠Transport for NSW (TfNSW) invites submission of Proposals for the supply of Customer Communications as a Service (CCaaS) solution for a period of 3 years with two extensions options of one year each (3+1+1).

Background:

TfNSW sends out around 15 million correspondences, including demerit point notices,vehicle/vessel registration, renewal notices, and licence renewals. There are approximately 500 templates that are generated from multiple technology platforms supported by multiple suppliers and delivered via three communication channels – mail, SMS and email.

Customer Communication are in the form of Mail (which includes Paper Letters and Plastic Cards),and Digital Communication (which includes email and SMS).

Transport for NSW (TfNSW) is required, by regulation, to communicate with its customers to inform them of their regulatory obligations.

Proponents can respond to either one or more of the solutions mentioned below:

1. Managed Service Provider (MSP) (fully Outsourced Model - with self-management of templates offering)

A Managed Service Provider will support the core function of all communications provided by TfNSW via the method required such as mail, SMS and email including template management,data migration, regular upkeep and operational management.

2. Template & Communication Management System (T&CMS) only

The successful contractor(s) will provide a Template and Communication Management system (T&CMS) software solution with capabilities to manage the creation, upkeep,maintenance and storage of TfNSW customer communication templates (mail, SMS, email and other), populating them with dynamic content/data fields provided by TfNSW and providing a user interface with ‘self-service’ and administrative controls.

3. Communications Service Provider (CSP) only

The successful contractor(s) will be responsible for the physical and/or digital production of Transport customer communications and delivery by mail, SMS, and email.

Transport for NSW seeks flexible, innovative solutions and welcomes feedback and insights related to the CCaaS solution All applicants must comply with the NSW Government Policy Framework, available at:Procurement Policy Framework.