The Agency requires a customer service that may include some or all of the following:

(a) Provide multi-tiered support, including Tier 1: General inquiries, Tier 2: Technical support, Tier 3: Escalations and expert assistance.

(b) Handle a wide range of issues including technical queries, workflow troubleshooting, enhancements, consultations, project design and implementation services.

(c) Ensures queries are responded to in an effective, timely and efficient manner.

(d) Internal knowledge base, continuous knowledge sharing and training for internal technical support staff on system updates and troubleshooting.

(e) Compliance with the Agency’s privacy and security standards, ensuring proper handling of data and regulatory adherence.

3.2 The agency requires these services to support Microsoft Dynamics 365 users and ensure efficient system utilisation, minimise operational disruptions, and provide timely resolution of technical and process-related issues.