Subsidence Advisory NSW CRM and Customer Portal Support Contract - DICT/10617-1

Goods or services supplied

The Coal Mine Subsidence Compensation Act 2017 Section 11(1) mandates that customers lodge claims in electronic form through the Agency's website. Lodgement occurs firstly through the customers 'MyServiceNSW Account', and then securely directs the customer into the Agency's Subsidence Advisory NSW Portal (the Portal). The Portal is intended to provide customers with a secure digital self-service interface to transact with the Agency, including submitting critical information and documentation for Agency-related business processes, including claims and applications. The Portal is linked to the CRM and directly creates related customer records and file structures. ICT agency to support, maintain and directly assist in the improvement of these customer transaction, storage and management systems, ensure ongoing system security privacy obligations, to administer licences through Microsoft, and to provide troubleshooting and real-time issue resolution if/when required.