Email Management Solution

Our department is seeking to explore opportunities to enhance the way our People Services team manages incoming and outgoing email communications. We are looking for an email management solution that will enable improved efficiency, visibility, accountability and overall service delivery to our stakeholders.

We are particularly interested in solutions that can provide:

• Improved allocation and tracking of emails, with the ability to assign correspondence to teams or individuals
• Configurable workflows to support consistent and timely responses 
• Alerts or notifications to ensure emails are actioned in line with agreed service levels 
• Enhanced reporting and insights on key metrics such as email volumes, response times, and workload distribution
• Tools or intelligence that can support prioritisations and categorisation of emails 
• Capabilities to support collaboration across teams where a response may require input from multiple areas

We are also interested in solutions that can: 

• Provide a user-friendly experience for staff managing these emails, to support adoption and minimise change impacts 
• Scale and adapt over time to meet evolving needs, including future increases in email volumes or changes to team structures 
• Offer potential integration points or complimentary capabilities alongside our existing systems and processes, to help create a more seamless end-to-end workflow.

Through this Request for Information (RFI) process, we are seeking information from the market on potential solutions, and their capabilities.