VicRoads is procuring a new contact center solution to replace their existing technology across two locations by issuing an open Request for Tender (RFT). They had previously issued an Expression of Interest in 2011 but put the project on hold. Approval has now been given to proceed. The RFT will seek an integrated and scalable call center solution to improve customer service and operational efficiency. VicRoads will post a draft of the RFT on their Consultation Hub in August for vendor feedback before issuing the open RFT in late August. Tenders will be due in late September and contract award is intended for late 2012.

1. Contact Centre Technology Project
Vendor Update
July 2012

2. Briefing purpose
 VicRoads issued an EOI for contact centre technology in April
2011.
 The procurement process for replacement of contact centre
technology was temporarily placed on hold in mid-2011
pending determination of a number of strategic and operating
issues in both a VicRoads and Victorian government context.
 Approval has now been obtained to proceed with the
replacement of existing contact centre technology.
 A decision has been reached to close the EOI and proceed with
an open RFT due to VicRoads’ having further refined its
requirements and identified its preferred service delivery
model.

3. Project procurement objective
 VicRoads is committed to procuring a call centre solution for the
VicRoads Customer Contact Centre and Service Desk, to
replace existing technology used across the 2 current locations,
Ballarat and Kew, and include:
– An integrated robust, reliable, dynamic, scalable,
geographically independent call centre solution that meets
the current and future business needs of the VicRoads
Contact Centre and Service Desk.
– A value for money solution that meets VicRoads’ functional
and non-functional requirements.
– A transition approach from the current system to the new
system.
– Additional functionality and improved service levels.

4. Importance of project for VicRoads
 VicRoads current call centre technology is supported by 5
different vendors.
 All existing support contracts were recently extended to June
2013 on the assumption this project will deliver a replacement
prior to this time.
 The current set of technology utilised by the Call Centre is
provided by a number of vendors, is poorly integrated, and in
some cases nearing or at end life, and as a whole no longer
meets business requirements.
 It is anticipated that new technology with increase operational
efficiency and improve customer service.

5. Project Procurement scope
 The approval to proceed with the strategic replacement of
Contact Centre technology includes:
– Stage 1 - replacement for the following:
• Call Management (including Call Routing, voice
recording, PABX and Telephony equipment)
• IVR
• Workforce Management
– Stage 2 – optional for replacement for the following:
• Speech recognition
• Quality management

6. Procurement Approach
 Open RFT will be issued with detailed requirements and
threshold criteria.
 Ensure procurement process is open and fair to all vendors.
 Recognise the burden procurement processes impose on
vendors.
 Wish to minimise the overhead for vendors not aligned to
VicRoads’ detailed requirements.
 Procurement process will offer vendors the opportunity to self
select.

7. Next Steps
 Draft RFT on Consultation Hub:
– A draft of the proposed RFT will be posted on VicRoads’
Consultation Hub in early August for a two week period.
– Vendors are invited to review and provide suggestions for
change.
– Queries from vendors are also encouraged during this
period via the Consultation Hub.

8. Next Steps cont.
 Open RFT
– An open RFT will be issued in late August 2012.
– A vendor briefing will be held after issue of the RFT.
– Vendors can ask clarification questions for two weeks after
the RFT has been issued.
 Tenders Submitted
– Tenders will be due in late September
 Contract Award
– Contract Award is intended in late 2012

9. Project probity
 The procurement approach has been determined based on
considerations of probity and to be open and fair to all
vendors.
 Vendors who provide existing services to VicRoads will not be
provided with information about the Contact Centre
Technology Project by VicRoads staff other than via the
Consultation Hub.
 Notice of the upcoming RFT will be provided to the market
following today’s briefing. A subset of slides from today’s
powerpoint presentation will be available via the Consultation
Hub.
 A separate briefing will be held after the RFT is issued.

10. VicRoads Contact
• Questions can be posted via the Consultation Hub.