1. Statement of Requirements

1.1. Overview of the Requirement

The Office of the Fair Work Ombudsman (the Buyer and the OFWO) is seeking to engage a Seller to conduct user-response testing of certain OFWO services, website content and education resources to explore usability and effectiveness and identify areas for improvement.

The focus is to user test the OFWO’s:

a. Fair Work Infoline Interactive Voice Response (IVR),

b. certain online learning courses,

c. content and education resources relating to small claims, and

d. the My account enquiry form and online enquiry process and approach.

1.2. Key Deliverables – User Testing Findings and Recommendations Report

The Key Deliverables for this procurement will be four finding and recommendation reports for the topics (1.1.2a-d), covering:

a. common and relevant insights from user testing activities

b. relevant findings and recommendations including:

• addressing the specific requirements outlined for each topic/feature (see 1.3.2 - 1.3.6);
• the experience and level of satisfaction users had engaging with the specific webpage, tool or resource during testing, considering factors such as usability, navigation, comprehension, trust, reputation and likely to recommend metrics;
• identified customer pain points or information gaps; and
• recommendations and opportunities to inform the enhancement and the development of new content and educational resources.

At the request of the Buyer, the Seller may also be required to provide a presentation relating to the methodology, findings and recommendations, for OFWO staff in either Perth, Melbourne or Sydney OFWO offices (if the Seller is located in one of these locations), or online if an in-person presentation is not suitable. Sellers are requested to price this optional requirement within their response to this RFQ.

1.3. Requirements Document and Specification for the Services

The attached Requirements Document (RFQ for User Testing Services - FWO 2024-25 125) details the Buyer's full Statement of Requirements including a list of learning courses, online content and educational material to be user tested and the Buyer's specifications for the Services.

2. How to respond to this RFQ

Sellers must use the Buyer’s Proposal Template provided within the DTA Portal to submit their response to this RFQ. Use of the Proposal Template will ensure that each of the evaluation criteria are addressed. The Buyer will not accept responses in any other format and use of the Buyer’s template is considered a minimum content and format requirement and a condition of responding to this RFQ.

By submitting a response to this RFQ, the Seller accepts the terms and conditions as set out in this RFQ, the Panel Agreement and the DTA’s BuyICT terms.

All responses must be submitted through the BuyICT portal before the closing time and date. BuyICT will not accept late responses and Sellers will be unable to submit a response once the opportunity has closed.

Sellers are responsible for any costs associated with responding to this RFQ.