PURPOSE:

Austroads seeks Expressions of Interest (EOI) from appropriately experienced service providers to partner with Austroads and:

• Support Austroads in recommending an appropriate Customer Management System (CMS)

• Assist Austroads in implementing a CMS for our NEVDIS business

ISSUE AND RATIONALE:

The key factors this EOI is looking to address:

• Lack of a centralised repository of all customer history and information.

• Absence of a ticketing system to:

> Track and report on activities.

> Assist with workflow management and future planning.

> Link tickets with customers, companies, members, and products used.

> Provide visibility of inflight activities and progress status. There is no visibility of ongoing or long-standing tickets or previously raised issues.

> Ability to search previous/similar tickets raised.

> Manage data validation.

> Improve data integrity.

> Manage reporting.

> Manage incident and problem tickets.

• Lack of central knowledge base.

• Inability to apply consistency across operational processes.

• Inefficient processes due to the reliance of emails.

• Lack of accountability and collaboration.

• Low productivity.

• Fragmented data that exists in multiple locations.

OBJECTIVES:

The objective of this project is to implement a suitable and complete customer service solution CMS for our NEVDIS Administration Unit (NAU) that's easy to use and scales with the business, to assist them in:

• Streamlining the customer management workflows.

• Efficiently respond to customer queries and meet SLAs.

• Improve agent response time.

• Manage every channel from one view.

• Dashboard reporting across a variety of activities.

• Unify email, phone, and chat support.

• Improve customer experience.

Also included as part of this tender are the following documents:

• Writing & Format Requirements for Austroads Publications which sets out the writing and formatting standards for research, technical and internal reports.

• Master Services Agreement outlining our Terms and Conditions. Please note that our Terms and Conditions are not negotiable.

All submissions are to be submitted as a PDF at a maximum size of 10MB.

All submissions are to include a completed EOI Proposal Coversheet.

The naming convention for submissions is: [your Company name] – [Project No.] – [any internal reference numbers].