Display FPNWCQ285

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Customer Insights Platform

Issued by WorkCover Queensland

Forward Procurement Schedule

Status: Forward Procurement Schedule
Mega Category: Information and communication technology
Number: FPNWCQ285
Published: Thu, 17 Nov 2022 at 12:00AM Brisbane, Queensland
Unpublished: Fri, 2 Dec 2022 at 2:00PM Brisbane, Queensland
Expected ITO Date: Thursday 1 December 2022
UNSPSC: Customer relationship management CRM software - (100%)
Region/s: South East Queensland

Section 1

Tender Overview

WorkCover Queensland (WorkCover) will be approaching the open market to establish contractual arrangements with a suitable supplier to partner with WorkCover for continuation of our customer insights capability over the next 3 to 5 years.

WorkCover’s strategy places our customers at the heart of everything we do. WorkCover intends to meet this intent by understanding our customers deeply, by delivering valued experiences and by providing tailored, innovative solutions to them. To do this, we must source feedback from customers, not just at a quarterly, brand level but also at a journey level (statutory claims, common law, and policy renewal) and individual transaction level. This enablement will provide enough sensitivity in our metric to understand how our customers experience our services throughout and at the end of their journeys, and therefore make possible targeted improvements and the assessment of the success of strategic initiatives.

This procurement process will be to identify suitable Customer Insights Platform products and determine the best option to meet WorkCover’s requirements, engage the best suited software supplier to partner with WorkCover for continuation of our customer insights capability over the next 3 to 5 years, improve automation and integration of the selected product with other WorkCover systems, and ensure the chosen solution meets WorkCover’s security and data protection requirements.

The resulting contract will be for an initial 3-year term with 2 x 1 year extension options at the discretion of WorkCover and it is proposed that the contractual documents be established under the Queensland Information Technology Contracting (QITC) framework.


Indicative dates for this procurement process are below. Please note, these are indicative only and subject to change.

  • Issue tender documents to the market               Thursday 1 December 2022
  • Industry briefing (not mandatory to attend)        Friday 9 December 2022
  • Tender close                                                      Monday 16 January 2023 @ 2pm AEST


Updates on this procurement will be published through QTenders. The ITO documents will be published as WCQ285 - Customer Insights Platform.

More about tendering here

Section 2

Still need help? Contact Us

users Clinton Bennett
phone 3006 8536
email tenders@workcoverqld.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.

Section 4

All finished? Please check and submit your response here

Give yourself the best chance

Step 1
Read through the tender description in Section 1
right arrow Step 2
Review the detailed tender information in Section 3 (if any)
right arrow Step 3
Complete ALL required tender documentation
right arrow Step 4
Check for quality in ALL your tender documentation

Closes at Fri, 2 Dec 2022 at 2:00PM Brisbane, Queensland

Section 5

Please help us to improve

The State Government is transforming the way we procure, including reducing red tape for our suppliers. Part of this is to reduce the complexity and the time it takes to complete tenders.

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