Revenue NSW - Data Services for Genesys Cloud

Revenue NSW seeks a scalable solution for real-time data extraction, integration, and optimisation of Genesys Cloud telephony platform.

Project goals

Revenue NSW aims to:

• Secure a solution that enables streamlined, comprehensive and near real-time access to Genesys Cloud data.

• Support improved integration with Revenue NSW’s AWS-based data infrastructure.

• Reduce reliance on manual API development and associated maintenance effort.

• Enable actionable insights that strengthen workforce management, service quality, compliance, and customer-centric service delivery.

• Ensure alignment with NSW Government for data sovereignty, security, and privacy, with all data and support services delivered onshore in Australia.

Scope

The supplier will be required to deliver software and/or services that enable Revenue NSW to efficiently extract, store, and manage data from the Genesys Cloud telephony platform. The proposed solution must meet the following high-level requirements:

• Deployment Flexibility

Provide a solution that supports:

• A fully managed Software-as-a-Service (SaaS) model, OR

• An on-premises or self-managed deployment option within Revenue NSW’s cloud environment.

• Data Storage Compatibility

Support integration with managed relational databases hosted within Revenue NSW’s AWS environment, including but not limited to:

• Amazon RDS for PostgreSQL

• Amazon Redshift

• Oracle

All data stored and passed through the product must adhere to Australian data sovereignty and storage requirement meaning all data must remain onshore in Australia and not to be stored off-shore (even temporarily).

• Near Real-Time Data Ingestion

Offer the capability to ingest and store Genesys Cloud data in near real time, where required, to support timely analytics and operational responsiveness.

• Comprehensive Data Coverage

Enable the extraction and storage of all relevant data entities and event types available through the Genesys Cloud API suite.

• API Change Management

Provide ongoing maintenance and support to accommodate changes in the Genesys API landscape, including the addition of new endpoints or modifications to existing ones.

• Flexible Licensing Model

Offer a licensing structure that accommodates varying usage patterns and deployment preferences, including options for scaling up or down as business needs evolve.

• Data Residency

Ensure that all data collected, processed, and stored as part of the solution remains onshore within Australia, in compliance with NSW Government data sovereignty and privacy requirements.

• Onshore Support Services

All support services, including help desk, technical assistance, and escalation management, must be delivered from within Australia, ensuring alignment with data handling policies and timely local support.

Requirements

Mandatory requirements

Scheme membership (SCM0020) *

Information and technology - Data and analytics

This procurement category has a mandated scheme.

This category has a mandated scheme, to be awarded this contract you may need to be a member of the ICT Services Scheme SCM0020.

Are you a member of SCM0020?

Response type

Radio button (Yes/No)

Opportunity requirements

1. Mandatory criteria

Please insert your responses directly into the Part B document under the relevant schedules.

a. Overall ability to satisfy business requirements as described in the Statement of Requirements.

b. Compliance with Accessibility Standard AS EN 301 54

c. Compliance with the applicable NSW Procurement Policies.

d. Compliance with applicable legislation and standards.

e. Robust security architecture and privacy controls, including encryption, access management, and compliance with NSW Cyber Security Policy and Privacy legislation.

f. Compliance with Privacy Laws, and not use data for any purpose other than that specified in the contract.

g. Financial viability and stability to meet business requirements.

h. Adherence to NSW Government policy requirements for data sovereignty.

i. Compliance with NSW Government ICT Services Scheme (SCM0020)

j. Completed modern slavery schedule.

Response type

File upload (Multiple)

2. General Criteria

Please insert your responses directly into the Part B document under the relevant schedules.

a. Capability to meet functional and technical requirements:

Ability to meet the functional and non-functional requirements set out in the Statement of Requirements, including data extraction, AWS/database integration, API adaptability, realtime/near real-time processing, and overall alignment with NSW Government security and compliance standards.

b. Proposed licensing model flexibility:

Flexibility, scalability, and adaptability of the proposed licensing model over the contract term, including how it supports cost-effective deployment and scaling.

c. Implementation and transition approach:

Quality and achievability of the proposed implementation and transition plan, including onboarding, configuration, testing, handover, and measures to minimise disruption to existing operations.

d. Support and service delivery model:

Proposed maintenance and support arrangements for the solution, including responsiveness, SLAs, escalation protocols, and long-term service sustainability.

e. Experience, innovation, and compliance with Conditions of Contract:

• Proven track record in delivering similar solutions within government or large enterprise environments, with relevant references or case studies.
• Innovative approaches that enhance usability, performance, scalability, or future adaptability.
• Requested departures (if any) to the Conditions of Contract, and the impact of those departures on the delivery of the Project.

Response type

File upload (Multiple)

Please see attached files in the link for more information