Supplier log in
Voice of the Customer Survey and Analytics Solution
Details
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Tender Closed
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| RFx ID : | 18740513 |
| Tender Name : | Voice of the Customer Survey and Analytics Solution |
| Reference # : |
102-17-822-BT
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| Open Date : | Friday, 9 June 2017 3:00 PM (Pacific/Auckland UTC+12:00) |
| Close Date : | Monday, 26 June 2017 4:00 PM (Pacific/Auckland UTC+12:00) |
| Tender Type : | Request for Quotations (RFQ) |
| Tender Coverage : | Sole Agency [?] |
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| Exemption Reason : | None |
| Required Pre-qualifications : | None |
| Contact : |
Darren Bartlett +64 9 447 4405 |
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The Voice of the Customer (VoC) Programme is a key driver to support Auckland Transport (AT) to become a customer centric organisation. The mission is to connect customer insight and decision making to drive action through a strong customer centric culture at Auckland Transport.
The VoC programme is housed within AT’s Customer Central hub, an active living space that brings experience designers, developers, problem owners, customers, cross functional subject matter experts, and vendors to collaborate in integrated teams to get “good digital stuff done quickly”. It follows a human centred and lean UX sprint methodology involving customers every step of the way, spanning from research through to design.
The VoC programme has completed eight sprints to date which includes:
• Exploratory research sprints to define the organisational problem and value proposition, and key areas of focus to deliver the organisation change required
• High-level design of a proposed VoC Survey and Analytics solution
• Working prototype of dashboard solution and survey tool which was tested internally with AT staff.
• Organisation wide customer experience metrics which is core to surveying Aucklanders to improve AT services and channels.
• A foundational end to end MVP for Journey Planner, leveraging the target architecture which sits within an Azure sandpit environment, Power BI dashboard and enrichment layer.
• Two live surveys, AT mobile and Journey Planner that is collecting data through Qualtrics, and full survey design with subsequent surveys ready to go.
Further work is now needed to complete development, productionise and test before we can start sending and collecting data at scale. The components need to be thoroughly connected, and developed further for individual channel needs. The purpose of this RFQ is to find an appropriate provider to work with AT to deliver the finished Voice of Customer survey and analytics solution into market.
No Winner This process was terminated.
