Request for Expression of Interest for Innovative Client Enquiry Services

Like all modern organisations, the Department seeks to continually improve delivery of its customer service through innovative solutions that streamline client enquiry processes.

At the same time the Department must deliver contemporary services that meet community expectations and represent value for money.

The Department has been driving systematic improvements for many years, as part of core business, to better withstand future pressures. As client expectations and world-wide, best-practice customer service standards rise, the Department is exploring innovative solutions to enhance its Client Enquiry Services, especially in Service Centre environments.

For this REOI, the core area of scope is servicing telephone and email enquiries from the Department’s onshore and offshore Service Centres.

The Department is also interested in understanding innovative solutions/ models that may better meet the Department’s objectives for its Client Enquiry Services across its other digital channels such as Social Media and Web Chat.

The scope of this REOI does not include:
a. Answering enquiries from any location other than the Service Centres
b. Data or telephony carriage into the Department
c. Providing migration advice to clients
d. Answering enquiries requiring policy determinations, casework at overseas posts or high priority cases
e. Visa, citizenship or trade permit processing services
f. Managing the core applications that maintain the status of visa, citizenship or trade permit applications
g. Facilitating security clearances (through AGSVA) and the Department’s Employment Suitability Checks (ESC) to staff with access to visa, citizenship or trade permit applications.