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Closed Loop Feedback Solution - Heartbeat Project


Tender Closed
RFx ID : 19594374
Tender Name : Closed Loop Feedback Solution - Heartbeat Project
Reference # : 2018.002
Open Date : Wednesday, 4 April 2018 2:00 PM (Pacific/Auckland UTC+12:00)
Close Date : Tuesday, 24 April 2018 1:00 PM (Pacific/Auckland UTC+12:00)
Department/Business Unit : Procurement Solutions
Tender Type : Registration of Interest (ROI)
Tender Coverage : Sole Agency  [?]
Categories :
  • 80100000 - Management advisory services
  • 80161500 - Management support services
  • 81130000 - Statistics
  • 81160000 - Information Technology Service Delivery
  • New Zealand
Required Pre-qualifications : None
Contact : Procurement Advisor - Heartbeat Project
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :

The Ministry of Social Development’s Service Delivery branch is embedding the client’s experience in the way we develop, design and deliver our services. Better measurement and dissemination of feedback across Service Delivery will allow us to more effectively achieve consistent client experience and improve our performance year-on-year.

The Ministry seeks to investigate an off the shelf Closed Loop Feedback System which uses a Client Satisfaction/Net Trust Score measure and client verbatim to drive improvements in client experience. We also require a supplier who is a market leader in client experience monitoring, as such it is critical that the solution involves not only a technical implementation but an on-going partnership to supply expertise utilising the voice of the client to drive business insight and continuous improvement.

This Registration of Interest (ROI) is part one of the procurement process. An RFP will be issued to suppliers shortlisted from the ROI.