Customer Service Solution and implementation services

The Fair Work Ombudsman (FWO) wishes to source a Customer Service Solution using the following Microsoft (MS) products as the foundation:
- MS SharePoint 2010
- MS Dynamics CRM 2011
- MS FAST
It is expected that additional connectors and add-ons, not met by out-of-the-box functionality of the MS products listed, will be required to complete the integration with FWO systems. These additional add-ons and connectors should be fully detailed and described in the Tenderers response to the Statement of Requirements.
FWO’s requirement is that the successful Tenderer ultimately engaged as a result of this RFT will provide, install and support the design and integration of the selected customer service solution within FWO’s environment, using MS products and COTS connectors. Where the solution is proposed to be delivered by a Consortium, one Tenderer will remain contractually responsible for delivery.
The expectation is that the Tenderer will make available expert personnel with an excellent understanding of the framework and highly skilled in implementing solutions of this type. The successful Tenderer must deliver business implementation best practice from a client business perspective.
FWO also expects that the successful Tenderer will provide access to a range of skilled personnel over a longer period of time to assist with the ongoing design and configuration of the framework capabilities (including for example, areas such as workflow implementation and data migration) to support FWO’s operations.
More detail for the Statement of Requirement is set out in PART B – RFT STATEMENT OF REQUIREMENT. The Statement of Requirements and the successful Tenderer’s response to that statement will form the basis of the final agreed High Level Solution Design Document to be attached to the Solution Implementation Agreement.
Tenderers should quote for the provision of onsite consulting services and support as part of the initial purchase and implementation work required in the design, installation and configuration of the solution.
Tenderers should quote for the provision of training for FWO staff in the configuration and operational use of the customer service solution.
FWO expects their IT development resources to be engaged in the development and delivery of the System by the Tenderer to enable FWO BAU support capability to be developed. These resources are to be scheduled by the Tenderer through negotiation but are not to be considered core resources for delivery by the Tenderer.
Tenderers should identify additional services that may be required post-implementation at the Tenderer’s preferred rate for ongoing consultancy and support services.