Customer Service / RFI for Customer Feedback System and Net Promoter Score Analysis - 1400056 RFI

*****This is NOT a Request for Tender****

DFS is looking for an enterprise wide solution to capture, store, report and analyse customer feedback, which includes complaints, suggestions and compliments and  for a solution to measure the department’s Net Promoter Score (NPS). 
DFS is looking for a solution that can provide ongoing NPS data collection, reporting and analysis.

DFS has over 5,400 staff organised into 11 divisions in the principal department and 13 related entities that belong to the DFS cluster.  DFS is a service provider, regulator and central agency of government. It is responsible for supporting sustainable government finances, major public works and maintenance programs, government procurement, information and communications technology, corporate and shared services, consumer protection, workplace relations, administration of state taxation and revenue collection, state land and property administration services and metropolitan water policy.

In keeping with the NSW Government and DFS ICT strategy, the preference is to engage a vendor with a suitable ‘software as a service’ type solution. The selection of a vendor to provide the service to DFS will be a 2 step process:

1.  This Request for Information (RFI) to gather information on the relevant software as a service solutions available in the market.

2. A Request for Tender, Proposal or Quote based on more detailed requirements to select and engage a vendor.

• RFTs:
  • 1400057 RFI
  • 1400329

OBTAINING RFT DOCUMENTS:
Only a downloadable SOFTCOPY version of this RFT is available.
No CD or Hardcopy available.

First time visitors to this web site who wish to OBTAIN a copy of this RFT will need to Self-Register on this web site to gain access to any documents.          

To obtain this RFTand any FUTURE related Amendments that may be issued, you must download to your computer all the files provided (including from time to time any Amendments), by clicking on the DOWNLOAD A SOFT COPY - Free link at the bottom of this page and follow the on-screen instructions.

LODGE A RESPONSE:
Your completed RFT response should be lodged as specified in the RFT documents.
It can be lodged electronically via this web page.

Click on the Lodge a Response link at the bottom of this page and follow the on-screen instructions.

Electronic Tender Box Security
During the lodgement process all submitted responses received successfully are encrypted by the system for security and stored securely in the web site  “electronic tender box”.

To maintain probity, all responses that are received can only be accessed, un-encrypted and opened after the RFT has officially closed.
This is done though a controlled Tender Opening process managed by the Agency’s Tender Opening Committee.

Confirmation & Receipt of RFT response
A detailed system generated electronic receipt is issued for all responses received successfully.

PC SOFTWARE REQUIREMENTS:
To be able to open and read or view the downloaded files for this RFT you may require certain software listed below to be installed on your PC:   

*  Adobe Acrobat Reader  5.0 (or more recent).  Free trial version is available from Adobe web site.
*  WinZip 7.0 (or more recent) or equivalent.  Please click here http://www.winzip.com/ WinZip to be taken to a free evaluation download site now.
*  Microsoft  Word 2003
*  Microsoft  Excel 2003

Other requirements:
**  An Internet connection to lodge completed responses.

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* Your web browser MUST be set to accept cookies. You will not be able to Register or access the documents if cookies have not allowed.
* The Tenderer is responsible for the provision and installation of the necessary software.

Having Problems?
Having problems with logging in, responding, downloading, opening or viewing files, please refer to the FAQ section under the On-line ?HELP button in the tool bar at the top of this page.  

Open to all to participate