Provision of Call Centre Services for

The Commonwealth Government of Australia (Commonwealth) represented by the Australian Bureau of Statistics (ABS) is seeking offers for the provision of Call Centre facilities and services to provide assistance to the general public during the 2011 Census of Population and Housing. Services are to be performed in accordance with industry best practice standards and rendered by qualified, well-trained, skilled, and experienced personnel only, as detailed in the Specifications & Statement of Requirements. Services are to be performed at the approved Building premises of the successful Tenderer/Contractor, which will be located in Australia.This call centre operation will be used to:·supportCensus field staff with delivery and collection of forms across Australia;·provide a communication channel between householders and their Census Collectors;·providing access to questions and answers as well as assistance for the public in relation to Census field operations; and·handle queries received by phone and via theeCensus site.The call centre is required to handle up to 860,000 queries, and is expected to cope with periods of high intensity volumes and varied call patterns during its operation.The proposed Contract under this RFT will be for a term of Eighteen (18) Calendar Months more or less, with an option to extend the Contract for two (2) to three (3) Calendar Months, exercisable solely by the ABS, for a potential total maximum Contract Term of Twenty-One (21) Calendar Months.