Tender Advertisement #1153007

Background
The Western Downs Region is in southern Queensland, Australia, about 350 kilometers west of Brisbane. The Western Downs Regional Council (Council) has more than 750 employees, with administration offices located at Dalby, Chinchilla, Miles, Tara, Jandowae, Moonie and Wandoan. Council provides services to more than 34,500 community members spread across 38,000 square kilometers.
The primary aim of this tender is to replace Council's 10-year-old phone system with a modern cloud-based Contact Centre & unified comms solution that combines modern Contact Centre capabilities, Customer Relationship Management (CRM) and unified comms. Consolidating multiple communications products (Comms, Contact Centre and CRM) into one user-friendly interface will provide tighter integration and improved customer service delivery. The new solution will allow Customers to communicate with Council on their preferred channel including, voice, text, web chat, or via social media. The successful delivery of this project will ensure Council staff can provide a higher level of service due to the modern capabilities of the chosen solution.
Council is seeking a proposal that details:
• The proposed software / service to support the detailed business requirements;
• The proposed design for how the software / service will integrate with Council’s existing systems, such as Council’s Customer Request (CR) solution;
• If the proposed solution cannot be run as hybrid with our current fixed telephony provider, then the proposed design should also include the porting of existing inbound telephone numbers to the new solution (from the existing telephone solution), any call redirections to and from Council, a confirmed local Dialled Number Identification Service (DNIS), identification of timed/untimed call traffic and identification of local/non local call traffic]; and,
• The proposed approach and plan to implement the software / service in Council for operational use, including any technical requirements for accessing the solution and how the contractor will provide ongoing support for the software / service.
• All other requirements as detailed in the Specification documents referenced in returnable schedule 3.