After Hours Call Centre RFP

Details

Tender Closed
RFx ID :	29323714
Tender Name :	After Hours Call Centre RFP
Reference # :	CON23008
Open Date :	Thursday, 2 May 2024 12:00 PM (Pacific/Auckland UTC+12:00)
Close Date  :	Friday, 24 May 2024 4:00 PM (Pacific/Auckland UTC+12:00)
Tender Type :	Request for Proposals (RFP)
Tender Coverage :	Sole Agency  [?]
Categories :	80000000 - Management and Business Professionals and Administrative Services
Regions:	Northland
Exemption Reason :	None
Required Pre-qualifications :	None
Contact :	Heather Edmeades heather.edmeades@wdc.govt.nz 09 4703128
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Agency Address :

Whangārei District is in Northland and is a combination of rural and urban areas. The district includes Whangārei City, Hikurangi, Titoki, Portland, Ruakaka and Waipu, covers over 2,700 km2 and has a population just over 100,000.

Customer Services are the primary front face of Council. Whether customers are wanting to learn about how to build a house, pay an infringement, book a bus or enjoy a tour at Claphams Clocks, a member of the Customer Services team will deliver this service in a welcoming and knowledgeable manner.
Providing a positive experience with the right information is essential for our District to be inclusive, resilient and sustainable.
This is achieved through the work of our different Customer Services teams:

• Customer Services frontline team (Customer Experience and Service Centre teams)
• Contact Centre Representatives
• Isite team
• National Claphams Clocks Museum team
• Property Assessment team

The after-hours service is required to ensure that the community are able to access information and report issues outside of Councils core business hours. These calls are commonly regarding such issues as:

• Noise complaints
• Dog control matters
• Water leaks
• Sewer and stormwater issues

The service may also be stood up from time to time during high demand. Primarily this is expected to be during Civil Defence Emergencies. For Whangārei, these events are usually weather or tsunami related. The support required in these situations would reflect the type of emergency, but commonly consists of assisting with logging storm related calls regarding downed trees, damaged roads, and infrastructure issues.

This tender has been awarded.

• Palmerston North City Council AH Service - 32, The Square, Palmerston North, manawatu, 4410, NEW ZEALAND

Award Date: Thursday, 15 August 2024 (Pacific/Auckland UTC+12:00)
Date RFx was completed/updated: Tuesday, 1 July 2025 10:15 AM (Pacific/Auckland UTC+12:00)