Closed ATM View - RFT 11.164
Outsource Contact Centre Services
The ATO is seeking to select and engage Tenderers for the provision, implementation and management of Outsource Contact Centres (OCCs) to achieve the following ATO outcomes:-
a. Establishment of external OCCs, which will integrate with existing ATO system applications, to service enquiries from the public and tax professionals via a dynamic multi-channel environment on behalf of the ATO;
b. Increase operational flexibility and agility;
c. Increase ability to meet Service Levels, particularly during seasonal peaks;
d. Manage various call and work type/s on behalf of the ATO;
e. Increase flexibility in provisioning additional accommodation, resource and infrastructure at short notice;
f. Increase value for money from the spending of public monies; and
g. Increase ability to service specific campaigns to taxpayers.
An additional Information pack is available for registered tenderers, refer clause 2.12 of Part 1.
A site visit is planned for 28 September 2011, registered tenderers may register, no later than 12pm on Monday 26 September 2011, refer clause 2.11 of Part 1.
The cut-off for clarifying questions and RFT enquiries is 5pm Tuesday 11 October 2011.
1. the Tenderer and its subcontractors must not be named as not complying with the Equal Opportunity for Women in the Workplace Act 1999 (Cth);
2. the Tenderer and its subcontractors must not be named on the list of persons and entities designated as terrorists under the Charter of United Nations (Anti-Terrorism Measures) Regulations 2001 (Cth);
3. the Tenderer and its subcontractors must not have any unpaid claims in respect of judicial decisions (other than decisions subject to appeal) made against them relating to employee entitlements;
4. the Tenderer and its subcontractors must have its OCC sites physically located in Australia and ensure that it strictly complies with ATO's information and data security policies; and
5. the Tenderer and its subcontractors must engage only Australian citizens to deliver these services.
It is expected that contracts will commence in January 2012, with with contact centre capability ready to commence answering phone calls by May 2012.