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Problem Statement:
The Department of Transport and Main Roads (TMR) is committed to providing our customers with services that are quick, easy to access and easy to use. Customer Service Branch ensures resilience and flexibility in our business systems so that customer expectations are met “first time, every time”.
Since the early 1990’s, the TMR has implemented customer flow management and reporting solutions at the majority of our Customer Service Centres (CSCs) throughout Queensland to respond to increasing pressures within our face-to-face service delivery network.
The current solution used by the TMR issues customers with tickets, assists staff to manage customer queues and provides statistical reporting.
The department is now investigating opportunities and options for replacement of the existing solution throughout the entire network of TMR Customer Service Centres as the solution currently in use is end of life and no longer provides all of the functionality required in today’s continuously changing customer focused environment. The solution will need to meet current requirements as well as provide the flexibility to cater for future needs.
The solution is expected to integrate with existing network infrastructure and online services as well as a wide range of internal business applications such as DB2 databases, ORACLE and other software solutions which support existing business processes, as well as enterprise business intelligence to provide advanced reporting capabilities.
The solution should also be easy to use for customers, reliable, flexible and scalable enough to be adjusted by the department in response to customer demand.
The solution is expected to be installed and implemented in more than 70 CSC locations across Queensland by July 2017, and must also provide the capability to be installed at or relocated to new sites as required. The solution must also be centrally managed, fully supported and provide a choice of designs which are variable, dependant on the requirements of each CSC’s operational needs.
Request for Information Process:
Suppliers with the capability to deliver a Customer Management Flow and Reporting (CMFR) Solution to the department are requested to complete questions in the attached document: "TMR2016 CMFR Solution Request for Information v1.0 FINAL" and submit online through this QTender website.
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