FOR THE PROVISION OF A SELF-SERVICE CHECK-IN, TRANSPARENT WAIT TIMES AND DATA MANAGEMENT PROOF OF CONCEPT AND DELIVERY

Services Australia Contemporary Connected Face to Face Services Project commenced work in September 2019 to design a new way of delivering face-to-face services. This RFT covers two customer experience concepts that have been identified to change the way customers experience face-to-face service delivery, plus requirements relating to data management that apply to both concepts. These are:

Self-Service Check-in

• A self-service kiosk at the entry to the service centre which allows customers who need to meet with staff to check themselves in to a pre-booked appointment or join a walk-in queue

Transparent Wait Times

• A tool that calculates wait times for booked appointments and walk-in queues that is presented to customers through the Self-Service Check-In process, on callboards and to smart devices

Data Management

• Data Management relates to the ability to collect, manage and analyse data in order to support management and enhancement of the Service Centre environment and associated services.
• The data management requirements relate to both the “Self-Service Check-In” and “Transparent Wait Times” capability.

Further details of the Requirement are set out in Schedule 1 (Statement of Requirement).

Tenderers must offer to provide either the entire Requirement, or one of the following parts of the Requirement:

(a) the Self-Service Check-In Solution (including appropriate Data Management Requirement); or

(b) the Transparent Wait Times (including appropriate Data Management Requirement).

as further described in Schedule 1 (Statement of Requirement).