The NDIA National Call Centre and ICT Service Desk teams require an effective, fit for purpose WFM solution that meets a range of requirements including but not limited to the following:

1. Accessibility requirements:

a. compliance with WCAG2.0 AA standards at a minimum; and

b. compliance with accessibility standards such as AS EN 301.549 or equivalent.

2. Agent system access through mobile or non-Agency device.

3. Agent self-service functionality including shift preferencing, schedules and location.

4. Audit and logging history of user changes, schedule/roster changes and forecast changes.

5. Compliance with labour laws and industry regulations.

6. Disaster recovery and business continuity planning.

7. Customisation (as needed) and flexibility to suit specific needs.

8. Forecasting capability to predict omni channel volumes and workloads.

9. Historical reporting capability; and

10. Integration with Agency systems (e.g. Single Sign On, AWS Connect).

Conditions for Participation:

Refer to PART 1 RFT – Conditions of Participation Clause 28

1. The Tenderer holds all Valid and Satisfactory Statements of Tax Record required for its entity type.

(Note to Tenderers: Depending on their entity type, some Tenderers may need to apply for multiple Statements of Tax Record. Further information about this is available at

2. The Tenderer holds all Valid and Satisfactory Statements of Tax Record required for the entity type of any first tier subcontractor that it proposes, as part of its Tender, to engage to deliver the Requirement as part of a Deed of Standing Offer arrangement resulting from a procurement with an estimated value of $4 million or more (GST inclusive).

(Note to Tenderers: Tenderers should apply for a Statement of Tax Record and should ensure that their subcontractors apply for a Statement of Tax Record within sufficient time to meet these Conditions for Participation).

3. The Tenderer warrants that its tender was not prepared with the assistance of

(a) a current Agency Officer (encompasses all Agency employees, labour hire workers, consultants, secondees, officials, and those in the Executive Placement Program), or

(b) a former Agency Officer who has worked in the Agency within the last six months.

4. The Tenderer is a legal entity recognised under Australian Law

Timeframe for Delivery: August 2025 – August 2028

Address for Lodgement: https://www.tenders.gov.au/