|RFx ID :||19139487|
|Tender Name :||Customer Centred Management Solution: Te Ara Manaaki | Transforming the System of Service Delivery|
|Reference # :||DIA/2017/018|
|Open Date :||Monday, 16 October 2017 7:00 PM (Pacific/Auckland UTC+13:00)|
|Close Date :||Thursday, 14 December 2017 12:00 PM (Pacific/Auckland UTC+13:00)|
|Tender Type :||Request for Proposals (RFP)|
|Tender Coverage :||Sole Agency [?]|
|Required Pre-qualifications :||None|
|Alternate Physical Delivery Address :|
|Alternate Physical Fax Number :|
The Service Delivery and Operations (SDO) Branch of the Department of Internal Affairs (DIA) is responsible for delivering Identity and Life Event related products and services to New Zealanders.
Te Ara Manaaki | Transforming the System of Service Delivery (TSSD) Programme, run within the SDO Branch, has been established to redesign services to take them from being a product-centric to a customer-centred business model. Through this innovation centred programme, DIA is seeking to deliver services in more joined up, effective ways, including over digital self-service channels.
The scope of the transformation includes services and products related to Life Events including births, deaths, and marriages – and Identity; citizenship and name changes, passports and travel documents.
In support of the TSSD Programme, DIA is publishing a suite of three individual Request for Proposals (RFPs) on the Government Electronic Tender Service (GETS).
The scope of services within the three RFPs include:
1. Enterprise Integration (EI): connects our existing systems and registries, holding the data that feeds into CCMS and CIAM, enabling a single view of our customer.
2. Customer Centred Management Solution (CCMS): seeks account and contact management tools that support our understanding of historical customer interactions with DIA, manages products and stock, and has workflow and workforce management capabilities to support workload management.
3. Customer Identity and Access Management (CIAM): manages the requirements and permissions for identifying our customers, partners and staff, enabling us to know who we are interacting with and what services/information they are entitled to.
This RFP relates to a Customer Centred Management Solution only. Separate RFPs are being published for the other service areas identified above. To request a copy of the document set for this RFP email: TSSDinfo@dia.govt.nz
Respondents must have completed and signed a Non-Disclosure Agreement (NDA) – specific to this RFP process – with DIA before the RFP document set can be issued. The document set will not be uploaded to GETS.
To request a copy of the NDA, email: TSSDinfo@dia.govt.nz
DIA will provide an interactive briefing for pre-registered suppliers on Wednesday, 25 October 2017. Interested suppliers can download and complete the Supplier Briefing Registration Form attached to this RFP.