Awarded
Call Centre Services for Key 0800 Lines
Tender ID: 606935
Tender Details
Organisation:
Tender #:
O-C0030784
Status:
Awarded
Closing Date:
30 March 2026
Closing Time:
11:00 AM (NZ)
Awarded Date:
29 October 2026
Tender Description
Overview
The Ministry for Primary Industries (MPI) is seeking a contact centre service supplier to operate three key 0800 phone lines that serve as the main public gateways into the organisation: General Enquiries, Pest and Disease Hotline, and Biosecurity Import Clearance.
Scope
The scope includes:
- Operation of the General Enquiries, Pest and Disease Hotline, and Biosecurity Import Clearance 0800 lines
- 24/7 coverage of these lines
- Handling a wide range of enquiries, from general regulatory questions to urgent biosecurity notifications, with accuracy and timely escalation
- Managing a call volume of 4,000 to 5,000 calls per month
- Scaling rapidly to support MPI during biosecurity responses or food safety events
Contractor Requirements
- Deliver reliable, high quality customer service
- Be adaptable to fluctuating demand
- Proven capability operating multichannel contact centres
- Provide consistent performance and strong workforce planning
- Secure handling of sensitive information
- Provide opportunities for continuous improvement
- Support MPI's critical regulatory functions
- Contribute positively to employment conditions in New Zealand
Location
New Zealand
:
Auckland
:
Bay of Plenty
:
Canterbury
:
Chatham Islands
:
Gisborne
:
Hawke's Bay
:
Kermadec
:
Manawatu-Wanganui
:
Marlborough
:
Nelson
:
Northland
:
Otago
:
Southland
:
Subantartic
:
Taranaki
:
Tasman-Nelson
:
Three Kings
:
Waikato
:
Wellington
:
West Coast
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