Customer Experience Measurement (CXM) Platform for Insurance and Care NSW (icare) - RFT-001/2019

icare is seeking to purchase Customer Experience Measurement (CXM) software, with transition support and software support/maintenance services included in the package.

icare has multiple service lines and business areas, all of which must be able to use the procured software simultaneously to identify improvement opportunities, track performance and close the loop with customers where required.

It is anticipated that there will be at least 220 users interfacing with the system to differing degrees (as follows):

• Five (5) users with overall administration rights,
  
  
• Fifteen (15) users that can create and build new measurement tools and undertake complex analysis, and
  
  
• An estimated two hundred (200) users that can view results and perform basic analysis.

NSW Regions: Far North Coast, Mid North Coast, New England, Central Coast, Hunter, Cumberland/Prospect, Nepean, Northern Sydney, Inner West, South East Sydney, South West Sydney, Central West, Orana/Far West, Riverina/Murray, Illawarra, Southern Highlands

Open Tenders - An invitation to tender by public advertisement with no restriction placed on who may tender. Tenderers will normally be required to demonstrate in their tender that they have the necessary skills, resources, experience, financial capacity, and in some cases licences, accreditations, etc., to fulfil the tender requirements.

• Contract Award Notices:
  • 4600002569  QUALTRICS

Market Briefing (non-mandatory)

icare has scheduled a non-mandatory market briefing for potential Respondents, to provide more context to the outcomes that icare is seeking to achieve. Respondents may use the information they obtain through the market briefing process to shape their Responses.

Any clarifications sought as part of the market briefing process will be collated and responses shared with all Respondents via an Addendum released on the NSW Government e-Tendering website.

Names of persons participating in the market briefing must be provided to icare at least two working days prior to the date.

Briefing time and location:

Date: Tuesday 16 July 2019

Time: 11.30am – 12.30pm (AEST)

Location: Webinar format

RSVP: By 5:00pm Friday 12 July with names and positions of all attendees

RSVP to:    icareprocurement@icare.nsw.gov.au  

Details to access the webinar, including the relevant link, will be provided by email following RSVP.

Those participating in the market briefing are encouraged to submit questions via email to icareprocurement@icare.nsw.gov.au by 5.00pm on Friday 12 July 2019.

If questions are submitted following this date and time and/or during the webinar, it will be at icare’s sole discretion as to whether questions can be answered at the webinar.

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