Current ATM View - NOT/SEG/BSTP/2024/1B
Industry Update for the Base Services Transformation Program – Base Services Contact Centre
The Department of Defence (Defence) provides this Notice to advise of an upcoming open tender release for the Base Services Contact Centre package, as part of the Base Services Transformation (BST) Program.
This Notice is to assist Industry with its forward planning. Defence is planning to release an open approach to market Request for Tender (RFT) for the Base Services Contact Centre package in late May/early June 2024. This tender will be open for six weeks and a virtual industry brief will be provided during this period.
If you have any questions in relation to this notice including offering any suggestions on information to be provided during this industry brief, please email the Base Services Contact Officer bst.contactofficer@defence.gov.au. More information on the Base Services Transformation Program is available on https://www.defence.gov.au/business-industry/industry-capability-programs/base-services-transformation-program .
Please note that this proposed RFT is not part of the original RFP/SEG/BSTP/2022/01 issued under Base Services Transformation program. Tenderers that participated in the original RFP/SEG/BSTP/2022/01 may also tender for the new RFT for Base Services Contact Centre.
About Base Services:
The Security and Estate Group, in partnership with Australian industry, work as a team of teams to deliver essential Defence base services to support Defence personnel to live, work and train. The Base Services Transformation program will encompass all of the Defence estate, including 70 major bases, 100-plus training ranges, more than 1000 leased or owned properties, and 30,000 built assets. Base services include cleaning, resource recovery and waste management land management, hospitality and catering, transport, base security and estate maintenance services. Defence is designing the next generation of contracts through the Base Services Transformation (BST) Program, which are expected to commence transition in early 2025.
The two guiding themes of BST are:
• ‘Making Defence Life Like Community Life’ by: focusing on modernising the service offerings available to the Defence Personnel; providing modern and contemporary services and customer experiences consistent with what is broadly available to the community today, and in the future; and helping Defence Personnel and their families transition into and between Defence Sites.
• Adopting ‘Digitally-Centric’ methods to: improve customer interaction by leveraging smarter systems for Defence Personnel to engage with Security and Estate Group and its Industry Partners; encourage digital service augmentation to enhance the quality, effectiveness and efficiency for both access to and the delivery of Base Services.
Base Services Contact Centre Package:
The Base Services Contact Centre will be the primary contact point for all Base Services delivered across the Defence Estate. The Base Services Contact Centre will be required to operate 24/7 and will be key to delivering on and improving the overall Defence customer experience when engaging with Base Services. The Base Services Contact Centre will be responsible for managing multiple communication channels, receiving, recording, triaging and referring customer requests for Base Services as well as monitoring the progress of Base Services requests. It will also be responsible for collecting feedback from customers in relation to the delivery of Base Services across the Defence Enterprise. In 2023, the current contact centres received call volumes ranging from 10,000 to 15,000 per month. The Base Services Contact Centre will need to be scalable to meet both current and future contact centre demands. Approximately 70% of all service requests raised are associated with facilities maintenance (Estate Upkeep a service within our future Property & Asset Services service package).
Not applicable.
To be advised in RFT Documents once published on AusTender.
To be confirmed in the RFT Documents.
Not applicable.