Customer Service / Enterprise Workforce Management (eWFM) - SNSW/19319

A recommendation of the DCS Reimagine project is for Service NSW Service Delivery, the largest frontline element of DCS, to optimise latent capacity across its network and provide capacity to high-stress teams across the frontline, while also increasing frontline role flexibility.

To meet this challenge, funding was approved by DCS Finance for a new Workforce Management (WFM) solution, with the intention of making the new system available to other applicable areas of DCS in the long term.

DCS requires an Enterprise Workforce Management (eWFM) System to consolidate its existing legacy systems, which challenge the organisation’s ability to meet customer demand. A unified WFM system deployed in Service NSW (SNSW) will allow for workload to be matched against capacity, allow for interagency utilization between channels and enable DCS to pursue inter-agency overflow of customer demand between channels and potentially pursue intra-agency overflow between divisions as required. This proposal is in line with the DCS ICT priority fewer, better systems, will enable greater collaboration between vertical channels while also supporting the release of latent workforce capacity.

This initiative seeks to deploy an automated and intelligent system across relevant teams in DCS. The system will optimise resource allocation, to ensure customers get the right level of service, at the right time, and in the right place. It is a key technological pillar in Service NSWs evolved and reimagined operating model, which puts the customer at the centre of our network operations and brings together customer service channels across the organisation. These principles, once piloted and solidified within the SNSW context, will then be transferred across other customer-facing elements within DCS and/ or outside of DCS to other agencies if applicable.

Refer to Additional Details / Instructions

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• The Procurement (Enforceable Procurement Provisions) Direction 2019 applies to this procurement

• A government agency may conduct negotiations with suppliers regarding the procurement