Uplift to data and analytics environment
Tender ID: 581878
Tender Details
Tender Description
This Tender is invited by the Issuer.
Services Australia is undertaking an ICT Architecture Review to develop a ten-year technology roadmap aimed at implementing sustainable and viable solutions that can meet our business needs and deliver on the agency and government vision and goals.
The review will examine the current state of our ICT systems and inform a 10-year roadmap to ensure the technology behind our services remains effective.
Through our deep understanding of current state, we have identified a number of strategic focus areas. This request for information is targeting an uplift to our data and analytics environment.
The Agency has significant data-holdings however they are siloed in different technologies or business lines which limits and complicates creating any unified entitiy view.
Currently there are limited real-time or timely insights to address customer issues promptly. The decision making process can be constrained due to conflicting or inaccessible data.
There is a need to investigate harnessing the power of advanced analytics capabilities to support evidence-based decision making, a streamlined customer experience through personalisation, proactive and on demand intelligence, advanced fraud investigation capabilities, standardisation and automation of data interactions and exchanges with authorisedh third parties, along with interactive help for customers.
The goal is to build a future-ready, secure, connected and scalable data ecosystem while maintaining compliance with government standards. We are interested in hearing about federated or stand alone environments.
The users and their needs
Use cases:
-Aggregation of data from disparate sources to provide real or near real time insights (as appropriate) that are consumable and actionable by other systems e.g.
- Workflow management systems for transaction trend data, supporting effective resource allocation
- Customer data to provide and end to end profile for transactional interactions
- Longitudinal data trends for policy and decision making
- Predictive analytics to support resource allocation and optimisation (e.g. day-to-day or in response to disasters) , along with the improvement of services and service delivery.
- Fraud detection and prevention - identify suspicious activity for further analysis and investigation
- Sentiment analysis - analyse customer interactions, social media, surveys and other data sources to understand customers' perspective on policies, services and service delivery
- Governance and assurance activities including identification and resolution of data quality issues, deviation from processes and expectations, inappropriate actions.
- Behavioural analytics - insights pertaining to customer interactions with the Agency through end-user capabilities (e.g. telephones, online portals, kiosks, mobile apps, social media)- -
- Support for self service report creating and access insights by non technical business users from Executive to operational levels, including recommended
- Operationalising insights through customer servicing systems to support tailored servicing and prioritisation
- Financial insights to optimise resourcing; predicting/forecasting costs and service demand; cost attribution of communal resource to business line
- Real time , near real time and historical data analysis capabilities depending on business need
- We are interested in hearing about low complexity / cost migrations to any proposed solution
Location
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania
