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ITSM e-Service Portal

Details

RFx ID : 21107036
Tender Name : ITSM e-Service Portal
Reference # : MDHB-12777
Open Date : Tuesday, 4 June 2019 11:00 AM (Pacific/Auckland UTC+12:00)
Close Date : Monday, 1 July 2019 12:00 PM (Pacific/Auckland UTC+12:00)
Tender Type : Request for Proposals (RFP)
Tender Coverage : Syndicated Opportunity  [?]
Categories :
  • 43230000 - Software
Regions:
  • New Zealand
Required Pre-qualifications : None
Contact : Sandy Brimblecombe
Project.Work@midcentraldhb.govt.nz
06 350 8989
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Overview

MidCentral District Health Board (MDHB) requires an e-Service Portal that drives end-to-end digital transformation, supports shared ITSM-capable modular service offerings to end-users, and enables collaboration and resource sharing within the digital services team and the organisation.
Functionally, the e-Service Portal will provide a number of modern service desk management capabilities such as self-service channels, smart workflows, processes and FAQs. Artificial intelligence and machine learning will be utilised were feasible. More broadly, the solution will deliver improved service outcomes for IT customers, improve IT staff efficiency and provide a platform for continuous improvement and contribute to a future-proofed, intelligent approach to delivering MDHB’s digital strategy imperatives.
MDHB is seeking to develop a long-term relationship with an experienced and capable solution provider who has demonstrated capacity, and will support implementation and project delivery as well as ongoing solution support and account management throughout the life of the solution. The Successful Respondent may have the opportunity to expand its support to multiple agencies and community users.