Court & Tribunal Services (CTS) - Client Services System
Tender ID: 610777
Tender Details
Tender Description
The Federal Court of Australia Listed Entity (the Entity) is inviting sellers to provide information on suitable solutions for an integrated fit for purpose Client Services System for the Court & Tribunal Services (CTS) team.
Distributed across numerous physical locations and supporting approximately 2,150 users, the Entity is the administrative organisation that engages employees under the Public Service Act 1999 to work in support of one or more of the following Courts or Tribunal:
- Federal Court of Australia
- Federal Circuit & Family Court of Australia; and
- National Native Title Tribunal.
The Entity is currently undertaking a technology transformation program to deliver a modernised network infrastructure and transition to cloud-based services where practical; as well as simplifying, streamlining and modernising internal and external applications.
Given the many solution options in the market, the Entity is interested in gathering specific details on solutions that will allow the Entity to modernise its internal Client Services System including rostering capability for national workforce management, knowledge article/base management, and enhanced reporting capabilities.
The intended outcome of this Request for Information (RFI) is to assist the Entity in:
- In-depth understanding of the options available that can deliver the desired functionality;
- Identifying sellers (vendors, resellers and/or integration partners) with the knowledge and experience in delivering similar solutions for Federal (preferred) or State Government service and infrastructure environments;
- Understanding the solution's whole-of-life costs, implementation requirements and timelines; and
- Refining requirements for a potential approach to the market via BuyICT and/or AusTender as well as procurement and budgetary planning.
The users and their needs
The CTS team delivers services across a nationally distributed registry network managing high volumes of enquiries and service requests received through multiple channels including telephone, email, website live chat and in‑person at one of 22 registries across all capital cities and throughout regional Australia.
Frontline service officers require timely access to accurate client and enquiry information to respond to requests efficiently and consistently. Current processes rely on multiple systems and manual handling of information which can limit visibility of prior client interactions and increase processing effort.
Work already done
Only to the extent that preliminary internal planning has been undertaken to identify service delivery challenges associated with managing client interactions across multiple service channels and supporting national workforce coordination.
Technical/business constraints
SECURITY & CLASSIFICATION
The Entity requires any potential solution and vendor to meet cybersecurity best practice frameworks e.g: Protective Security Policy Framework (PSPF) and Information Security Manual (ISM). Where a potential solution does not hold a current Information Security Registered Assessors Program (IRAP) assessment, both solution and vendor must be willing to undertake a third-party cyber security risk assessment. All information is classified at the OFFICIAL level however it may capture and retain sensitive information about citizens and non-citizens. Data sovereignty - data to be stored in Australia.
Industry briefing
Response format
- References
- Relevant case study
Key dates/ milestones
Information provided in your response to this RFI will assist the Entity in understanding the available solutions, identifying sellers, estimating whole-of-life costs for budgetary purposes and in refining a potential approach to the market later this year or next, subject to organisational requirements and as such there are no key dates.
Location
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania
Similar Tenders
Open opportunities matching this tender's categories and regions.