| Section 1 – Tender overview
The State of Queensland (acting through the Department of Transport and Main Roads) is seeking Offers for the provision of Customer Contact Centre Services for Translink Division, TMR.
The objectives of this Invitation Process are to secure the provision of Customer Contact Centre Services for Translink Division including
- Management of inbound customer telephone enquiries relating to Translink’s public transport services
- Processing of fare and ticketing adjustments received via web request (in addition to processing those requests during inbound telephone enquiries)
- Implementation and management of inbound webchat enquiries
- Social media listening, moderation, management and responses to customer – Facebook, Instagram and Twitter
- Staffing of information and ticketing Kiosks
Please refer to the attached documents and we recommend that Offerors first view the Industry Briefing:
01. Industry Briefing Translink Customer Contact Centre
02. ITO TD22-677510 Translink Customer Contact Centre (pdf)
03. ITO TD22-677510 Translink Customer Contact Centre Offeror Response (word)
04. Attachment A - TD22-677510 - TMR Standard Conditions of Offer-June 2021
05. Attachment B - TD22-677510 - Draft Translink Customer Contact Centre Contract
06. Attachment C - TD22-677510 - Financial Pricing Template
07. Attachment D - TD22-677510 - Historic Information Pack
08. Attachment E - TD22-677510 - Historic Information Data
09. Attachment F - TD22-677510 - Draft Translink Customer Contact Centre Operations Manual
10. TD22-677510 - Addendum 001 - Clarifications
11. Attachment B (revised) - TD22-677510 - Draft v2 Translink Customer Contact Centre Contract
12. TD22-677510 - Addendum 002 - Clarifications
13. TD22-677510 - Addendum 003 - Clarification close reminder
14. TD22-677510 - Addendum 004 - Clarifications
15. TD22-677510 - Addendum 005 - Clarifications
16. TD22-677510 - Addendum 006 - Clarifications
17. Attachment D (revised) - TD22-677510 - Historic Information Pack v2
18. Attachment E (revised) - TD22-677510 - Historic Information Data v2
19. TD22-677510 - Addendum 007 - Clarifications (extraordinary)
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