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Client Initiated Feedback Solution (Complaints, compliments, suggestions, Reviews of Decisions, appeals)

Details

Tender Closed
RFx ID : 19885013
Tender Name : Client Initiated Feedback Solution (Complaints, compliments, suggestions, Reviews of Decisions, appeals)
Reference # : 2018.004
Open Date : Friday, 6 July 2018 4:00 PM (Pacific/Auckland UTC+12:00)
Close Date : Tuesday, 31 July 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 :
  • 80000000 - Management and Business Professionals and Administrative Services
  • 81130000 - Statistics
  • 81160000 - Information Technology Service Delivery
Regions:
  • New Zealand
Required Pre-qualifications : None
Contact : Procurement Advisor
procurement@msd.govt.nz
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Overview

The Ministry seeks to engage a provider for the provision and implementation of a solution/s that will provide an integrated, consolidated and consistent approach to handling client initiated complaints, compliments and suggestions, as well as efficiently managing our Review of Decision and appeals processes. Within the Ministry, this is being managed as part of the Client Complaints Project.

The key features of our desired solution are;
1. Capture, management (including monitoring of progress through process) and reporting of client initiated complaints.
2. Capture, management (including monitoring of progress through process) and reporting of Review of Decisions (under section 10A of the Social Security Act 1964)
3. Capability to extend to include Student Allowance statutory reviews (under section 305 of the Education Act 1989), and appeals under Section 10B and Section 12J of the Social Security Act 1964, as well as manage compliments and suggestions.
4. An experience that users (staff and clients) find intuitive, useful and valuable. This includes the ability for clients to provide their feedback in an easy, safe and useful way and have improved transparency of their feedback.

Following conclusion of this Registration of Interest (ROI) we will determine at our complete discretion whether we source none, one or more solution/s.