Enterprise Customer Feedback Management / Voice of Customer Programme

Details

Tender Closed
RFx ID :	25765211
Tender Name :	Enterprise Customer Feedback Management / Voice of Customer Programme
Reference # :	PS00050
Open Date :	Monday, 9 May 2022 9:30 AM (Pacific/Auckland UTC+12:00)
Close Date  :	Monday, 27 June 2022 9:00 AM (Pacific/Auckland UTC+12:00)
Tender Type :	Request for Proposals (RFP)
Tender Coverage :	Sole Agency  [?]
Categories :	43000000 - Information Technology Broadcasting and Telecommunications
Regions:	International
Exemption Reason :	None
Required Pre-qualifications :	None
Contact :	Jackie Power ITCommercial@eqc.govt.nz
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Agency Address :

EQC is looking for a supplier that we can work with to deliver on our VOC programme. The VOC programme requires contracting a set of services, including design, deployment and managing aspects of the VOC programme, and a CFMP and CATI services(as detailed above).

It is important to us that our EQC’s operating model and the varying customer groups’ we are responsible for serving, is understood. For example, our customers of the Canterbury Earthquake Sequence are managed internally, while customers’ making claims for recent natural disaster events are managed externally under the Natural Disaster Response Model(“NDRM”).

EQC require Respondents to this RFP to consider the internal structures and capacities of our organisation and our partners in the design of the proposed solution. This includes understanding our needs for any outputs of the solution, and the ways we work with them. As EQC is looking for a solution that is managed by one single supplier, understand that this requirement may be met through an aggregation model.

EQC is seeking a supplier, who have the capability, proven experience, and infrastructure to deliver the VOC programme. The successful supplier will be required to have a proven track record in the management and implementation of the solution (end to end).

This tender has been awarded.

• InMoment - 201, Miller St, North Sydney, Sydney, NSW, 2060, AUSTRALIA

Further Award Information:
Agency’s name and address: Toka Tū Ake EQC (Earthquake Commission)
Successful supplier’s or suppliers’ name/s and address/s: InMoment Pty Ltd
Description of the services: Insights partner, CFM platform and Computer-Aided Telephone Interview (CATI) services
Date the contract/s was awarded: 28 October 2022
Term of the contract: three years, plus two optional years
Expected spend under the contract, or the highest and lowest offers the agency evaluated to award the contract: Band of $500-$1m
Type of procurement process used: Open Procurement
If the agency claimed an exemption from open advertising (Rule 14), the circumstances that justify the exemption- N/A
New Zealand Business Number (NZBN) where available: 94290465224966
Any other information, as requested by the Procurement Functional Leader, for example information on broader outcomes: N/A

Award Date: Friday, 28 October 2022 (Pacific/Auckland UTC+13:00)
Date RFx was completed/updated: Wednesday, 30 November 2022 2:18 PM (Pacific/Auckland UTC+13:00)