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Department of Home Affairs: Overseas Service Delivery Partners
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The Australian Government Department of Home Affairs (the Department) has used Service Delivery Partners overseas since 2002 to extend its geographic reach to customers for the purposes of application lodgement support and biometrics collection.
The Department seeks Service Delivery Partners to continue these core services in a digital environment in which application pathways are increasingly moving online. Application support will no longer involve the handling of physical paper forms, but will require customer-focussed digital support for those unable to, or who do not wish to, lodge and pay for their applications online.
The Department seeks flexible partners who can adapt to changes in demand, are able to offer customer-focussed delivery methods and who respond quickly to unforeseen circumstances.
In addition to the core services, the Department seeks Service Delivery Partners who may be able to deliver other administrative functions outside Australia if, and when, they may be required to do so. These include remote interview hosting, document and claim checking, local addressing and document delivery and paper digitisation.
Successful Tenderers would be expected to provide suitable facilities, staff, technology and equipment to deliver the services.
The Department intends to release a recorded virtual Industry Briefing as an addendum to the RFT via AusTender.
Date: 15 July 2022
Location: Virtual by AusTender at https://www.tenders.gov.au
Time: 2.00 pm (local time in Canberra, Australian Capital Territory, Australia)
The Department intends to issue additional information through a Data Room. Refer to the RFT documentation for details.
See RFT documents
See RFT documents