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Online Self-Service in Service Centres


Tender Closed
RFx ID : 19699072
Tender Name : Online Self-Service in Service Centres
Reference # :
Open Date : Friday, 4 May 2018 3:00 PM (Pacific/Auckland UTC+12:00)
Close Date : Monday, 21 May 2018 5:00 PM (Pacific/Auckland UTC+12:00)
Department/Business Unit : Procurement Solutions
Tender Type : Request for Information (Market research) (RFI)
Tender Coverage : Sole Agency  [?]
Categories :
  • 43000000 - Information Technology Broadcasting and Telecommunications
  • 81110000 - Computer services
  • 81160000 - Information Technology Service Delivery
  • New Zealand
Required Pre-qualifications : None
Contact : Procurement Solutions
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :

The Ministry of Social Development (MSD) is re-imagining its Front of House experience within service centres nationwide. The desired future state will provide a welcoming, supportive and intuitive experience within the service centre. A major component of this desired experience is the ability for clients to ‘self-serve’ within the service centre.

MSD wants to move from the narrow service proposition of its existing self-service capability (a one-size-fits-all ‘Kiosk’ accessible within service centres) to a modern self-service experience that securely provides clients with a no-cost, efficient, and intuitive way of transacting with the Ministry (e.g. checking in for appointments, completing online applications etc.) and other services (e.g. browsing for jobs, housing and employment, checking emails, personal banking etc.) from within an MSD service centre.

We are seeking information on potential self-service options available within the market, with the intent to initiate a procurement process where MSD will secure a supplier to deliver a modernised self-service solution.

We envisage this will happen with the release of a Registration of Interest later in May 2018 followed by a Request for Proposal process with a short list of suppliers.

This RFI will inform us as to what is possible in the market currently. We are keen to look at ways of doing new things in the self-service space rather than just repeating what we have available for our clients now.