Display TD22677510B

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TD22677510B Translink Customer Contact Centre

 Issued by Department of Transport and Main Roads - Translink

Invitation to Offer

Status: Awarded
Mega Category: Transport infrastructure and services
Number: TD22677510B
Released: Fri, 26 May 2023 at 12:00AM Brisbane, Queensland
Closed: Thu, 6 Jul 2023 at 5:00PM Brisbane, Queensland
Awarded: Thu, 14 Dec 2023 at 12:00AM Brisbane, Queensland
UNSPSC: Passenger transport - (100%)
Region/s: Cairns & Far North Queensland
Mount Isa & North West Region
The Central West
South West & Darling Downs
Townsville
Mackay Whitsunday Region
Rockhampton
Gladstone
Wide Bay Burnett
South East Queensland

This Tender has been awarded - please click here to view the Contract details.

Section 1

Tender Overview

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 

  1. Management of inbound customer telephone enquiries relating to Translink’s public transport services
  2. Processing of fare and ticketing adjustments received via web request (in addition to processing those requests during inbound telephone enquiries)
  3. Implementation and management of inbound webchat enquiries 
  4. Social media listening, moderation, management and responses to customer – Facebook, Instagram and Twitter
  5. 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)

More about tendering here

Section 2

Still need help? Contact Us

Enquiries
users Matt Winney
phone 3066 8248
email offers@translink.com.au
Enquiries
users Geoff Wilson
phone 3338 4092
email offers@translink.com.au
Enquiries
users Stephen Winslett
phone 3338 4323
email offers@translink.com.au

Section 3

Here is the detail

If there are no documents listed in this section, please refer to Section 1 Tender Overview.

Documents can not be downloaded once Tender has closed.