Call Centre - 24/7 Safety Incidents and Hazards

⁠⁠⁠24/7 Call Centre to receive and process approximately 7500 calls annually relating to Safety Incidents and Hazards.

Project goals

• To provide a simple and efficient way for workers and contractors to report events, incidents, injuries and hazards on a 24/7 basis and 365 days/year.
• Report creation in Transports data management system
• Identification of Significant Incidents and subsequent issue of rapid SMS alerts.
• Direct transfer to the injury and illness assist (IIA) hotline for employees suffering from a work-related injury/illness

Scope

• Hazard or incident records
• Significant Incidents identified and immediately communicated via SMS text
• Process advice
• Need for referral or escalation (all injuries are to be referred to Injury Illness Assist)
• Internal callers or external callers with a relationship with TfNSW
• Entry/Updates to records

Additional details/instructions

This RFP is being managed via the Transport for NSW Ariba Portal.

To gain access to the Request for Proposal documents you MUST first register your interest by sending an email to TSS.Bidder@transport.nsw.gov.au with the following information:

1. RFT ID and Title i.e. WS5409684693 - 24/7 Call Centre Safety Incidents and Hazards
2. Contact person (name, title, phone number, email address)
3. Organisation's name, ACN/ABN and postal address

Note: You must register even if you have an existing Ariba user ID with other customers or government agencies. Other logons cannot be used.

To access the Ariba Portal, you will need to use one of the following web browsers:·

• Google Chrome 54+ (64–bit)
• Microsoft Internet Explorer 7-11(32-bit)
• Mozilla Firefox 24 or 27(ESR)·
• Safari 9+ (64-bit)
• Microsoft Edge (32-bit)

Requirements

Opportunity requirements

1. Australian based

Services must be provided in Australia

Response type

Checkbox (Agree)

2. Christmas/New Year Shutdown

Due to the Christmas shut down at TfNSW, no correspondence will be answered between 24December 2025 to 13 January 2026 (inclusively).

Response type

Checkbox (Agree)

Please see attached files in the link for more information