Closed ATM View - DIBP REOI 11/16
Request for Expression of Interest for Innovative Client Enquiry Services
Canberra, Sydney, Melbourne, Adelaide, Perth, Brisbane, Darwin, Hobart
Like all modern organisations, the Department seeks to continually improve delivery of its customer service through innovative solutions that streamline client enquiry processes.
At the same time the Department must deliver contemporary services that meet community expectations and represent value for money.
The Department has been driving systematic improvements for many years, as part of core business, to better withstand future pressures. As client expectations and world-wide, best-practice customer service standards rise, the Department is exploring innovative solutions to enhance its Client Enquiry Services, especially in Service Centre environments.
For this REOI, the core area of scope is servicing telephone and email enquiries from the Department’s onshore and offshore Service Centres.
The Department is also interested in understanding innovative solutions/ models that may better meet the Department’s objectives for its Client Enquiry Services across its other digital channels such as Social Media and Web Chat.
The scope of this REOI does not include:
a. Answering enquiries from any location other than the Service Centres
b. Data or telephony carriage into the Department
c. Providing migration advice to clients
d. Answering enquiries requiring policy determinations, casework at overseas posts or high priority cases
e. Visa, citizenship or trade permit processing services
f. Managing the core applications that maintain the status of visa, citizenship or trade permit applications
g. Facilitating security clearances (through AGSVA) and the Department’s Employment Suitability Checks (ESC) to staff with access to visa, citizenship or trade permit applications.
There will be an Industry Briefing for potential respondents at 2.00pm on Thursday 3 November 2016. The Industry Briefing will be held in Canberra at the Department of Immigration and Border Protection’s National Headquarters, 5 Chan Street Belconnen (Orange Building). To register, email the Contact Officer (ces.procurement@border.gov.au) with the name of personnel who will be attending the Industry Briefing. The Department may need to limit the number of personnel from each organisation attending the Industry Briefing.
Respondents are advised that a failure to respond to this REOI may result in a potential supplier not being invited to participate in any subsequent procurement process relating to the provision of Client Enquiry Services and/or products.
There are no conditions for participation in the REOI
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