RFQ for provision of approach management and voice services

The Office of the Commonwealth Ombudsman is seeking quotations from suppliers for the replacement of existing contact centre management software and the national office’s (Canberra) voice services (PABX). This request for quotation is to assess contact centre functionality and the associated costs. The successful tenderer will be engaged to improve the office’s contact centre and voice services functionality.

The Canberra office will move to new premises on 10 May 2010. It is intended that the new voice service solution will be installed and operational before this date, with the contact centre solution to follow.

This procurement is in line with the Office of the Commonwealth Ombudsman’s procurement plan for 2009/10.

The tender documents can be downloaded from the links below:

This tender will close on Thursday 1st April 2010 at 4:00 PM (AEDST). Full details for submission are available in the Request for Quotation document.

It is the tenderer’s responsibility to check this page prior to submission, and throughout the tender process, for any updates to the original RFQ document.

RFQ questions and answers
Number Question Clarification
6.3.4 Describe in detail your project approach in relation to; ongoing operational maintenance control and support The office is looking for an indication of where project support ends, and standard operational support begins. During the transition, what handover will be provided, who will be the contact for issues during each phase.
8.2.4 Approach Management – core functional Requirements - Proposed solution should have the ability to provide context sensitive information to staff when help is required The software should have the ability for standard help screens to be editable, so the office can provide relevant information to staff, as well as links to internal and external resources.
9.1.1 Provide costs in Australian Dollars (inclusive of GST) for your solution, including; Pricing Model (such as per seat/ phone line) for all components Where applicable, indicate where an item on a quote is based on (but not limited to);
  • per server
  • per user
  • per concurrent user
  • per phone line
  • per database connection.
RFQ change log
Date Summary of changes/updates
17/3/2010 Tender document released