Telecommunications Management Services (TMAN) Panel - … · 2013-07-02 · Telecommunications ....

ver 1.0 page 1

Telecommunications Management Services (TMAN) Panel

Draft Request For Quotation

Fair Work Ombudsman Customer Contact Telephony Refresh

July 2011 Reference DM7 - 184816

Statement of Requirement and Evaluation Criteria

Fair Work Ombudsman Customer xxxx

ver 1.0 page 2

Request for Quotation

1. Overview This is a Request for Quotation (RFQ) for the provision of Deliverables under the Deed of Standing Offer for Telecommunications Lifecycle Management Services (Deed). Further details of the purpose, background and Deliverables to be provided in relation to this RFQ are set out in Section 1 - Statement of Requirement.

A successful respondent to this RFQ will receive an Order on the basis of its response to this RFQ for the provision of Deliverables in accordance with clause 9 of the Deed.

Any Agency is entitled, pursuant to the Deed, to place an Order and thereby to enter into a Contract in accordance with the terms of the Deed for the supply of Deliverables by the Panellist.

Each Contract agreed and executed in accordance with the Deed will create a separate Contract between the Panellist and an Agency for the supply by the Panellist of the contracted Deliverables to the Agency.

Capitalised terms in this RFQ have the same meaning as in the Deed unless the context otherwise requires.

This RFQ comprises five Sections:

1) Section 1a - Statement of Requirement which sets out the Agency's requirements for Deliverables and their specifications which may include additional requirements of the Agency in relation to the Deliverables;

2) Section 1b – Statement of Requirement which sets out the Agency’s requirements for Additional Services that are outside the scope of Deliverables under the TLMS Deed and which shall be provided under the terms of the Australian Government Telecommunications Arrangement (AGTA);

3) Section 2 - Draft Annexure 5 (Form of Contract Details) which sets out the proposed terms of the Contract that will apply with the successful Panellist;

4) Section 3 - Panellist Response which sets out the information required to be provided by the Panellist when responding to this RFQ; and

5) Section 4 - Evaluation Criteria which sets out the Evaluation Criteria against which Panellist responses to the RFQ will be assessed.

2. Contact details The point of contact for all matters concerning this RFQ and all enquiries for information should be addressed to the contact officer at:

XXX

3. Lodgement details FWO means the Commonwealth of Australia represented by the Office of the Fair

Work Ombudsman Contact Officer

XXX XXX

Deadline for 4:00pm (AEST) Sydney time on TBC.

ver 1.0 page 3

Submission of Tenderers’ Questions Draft Contract

the document set out in Schedule 3

Offer Period TBC

Industry briefing The FWO will be conducting an industry briefing concerning the RFQ. Details of the industry briefing are:

10.00 am (AEST) TBC 2011 xxx 2000

Attendance at the industry briefing is optional, however Vendors are encouraged to attend. Vendors should provide written notice to the Contact Officer no later than XXX setting out the names and contact details for all persons who will be attending the industry briefing. Attendees who have not been notified to the Contact Officer by this time may be refused entry to the industry briefing.

4. Acknowledgement By submitting a response to this RFQ, the Panellist acknowledges and agrees that in addition to continuing to be bound by the Deed:

a. it has examined this RFQ and any documents referred in this RFQ, and any other information made available in writing to it for the purposes of submitting its response;

b. it has read, taken appropriate advice on and fully understood this RFQ and its requirements;

c. it has sought and examined all further information which is obtainable by making reasonable enquiries relevant to the risks, contingencies and other circumstances having effect on its response;

d. in lodging its response, it does not rely on any express or implied statement, warranty or representation, whether oral, written, or otherwise made by or on behalf of the Agency or its officers, employees, agents or advisers other than any statement, warranty or representation contained in this RFQ;

e. it has not compiled its response to this RFQ using any improper assistance including from the Agency or its officers, employees, agents, advisers, Ministers and other government representatives or information unlawfully obtained;

f. the Agency relies on the information provided by the Panellist in the evaluation of the response;

g. it has satisfied itself as to the correctness and sufficiency of its response; and

h. it is responsible for all costs and expenses related to:

(i) the preparation and lodgement of its response; and

(ii) any subsequent negotiation before a Contract is entered into in accordance with the Deed.

ver 1.0 page 4

DM7-184816 Page 1

Section 1 - Statement of Requirement

[Note: Insert particulars of the Deliverables to be provided under a resulting Contract in this section. The format of this Statement of Requirement is provided as an example only and may be amended to address particular Agency requirements. Attach additional pages if required.

Note: The Deed relates to the provision of Deliverables, which means any and all goods, services, software and Documentation, including New Material, specified in Annexure 2 to the Deed of Standing Offer which may be supplied by the Panellist under a Contract.

1. Purpose The Fair Work Ombudsman is seeking the services of a Panellist to provide Deliverables in relation to refreshment of the existing Telephony solutions in place within the Fair Work Ombudsman contact centre. The existing platform has evolved with additional applications added during the life of our existing contracts. The desired solution is an integrated contact centre management platform that will deliver improved effectiveness and functionality.

The expected benefits to the Fair Work Ombudsman are:

• a single virtual contact centre platform that supports workforce and channel flexibility; • real time control of telephony workflow and improved support arrangements; • multi-channel workforce planning to better match staffing levels to workload; • call recording and options for screen recording to improve business processes; and • an improved return on investment from telephony costs as a result of the above.

The services required by the Fair Work Ombudsman include providing the following functionality as required by the different business segments of the Customer Contact Branch:

Fair Work Info Line ( 131394 Contact Centre), Correspondence, Assisted Voluntary Resolution, Contact Centre Performance and People and Projects:

• Contact Management: o inbound call routing and IVR; o future options around customer identification with the IVR; o outbound call management including campaign management; o email management and distribution; o web chat management and distribution; o potential for social media management capability in future is desirable. o workforce planning: o ability to forecast and optimally schedule resources; o ability to amend published schedules based on unforeseen events.

• Reporting: o real time and historical reporting (to wall boards and supervisors) of queue

performance; o real time and historical reporting (to agents and supervisors) of adherence to schedule; o automatic distribution of key historical reports;

DM7-184816 Page 2

o customisable historical reporting options. • Call recording:

o 100% recording of inbound and outbound calls (Contact Centre); o call recording on demand for selected non agent positions. o options around synchronous screen capture (with call recording); o options around voice analytics on recorded calls

The scope also includes understanding the options around interfacing with our internal CRM systems, Infra (EMC Ionics) and Nexus (Microsoft Dynamics CRM). Interfacing with payroll and time sheeting systems to automate screen look-ups, or key field population are also options we would like to explore.

The project outcome is to have a single telephony contract with services in place by 1 October 2011 with an integrated telephony offering that offers the Customer Contact the flexibility to manage seasonal demand and channel integration. It is anticipated that this will be provided by a hosted service provider.

Vendors are to provide a suitable transition plan to include discovery, customisation implementation/transition, training, beta and user group testing, cutover and business continuity support as set out in Schedule 4 [Business Requirements] , questions 13.1 – 13.5 Implementation.

Time Frame

The resultant contract is expected to commence on signing with the selected Vendor and conclude on 30 June 2014.

Extensions of the contract beyond 30 June 2014 may be entered into at the request of the Fair Work Ombudsman. Vendors are required to provide at least 3 months transition support at the conclusion of the contract to facilitate a smooth transition to any subsequent contractor or platforms.

The anticipated timeline for Vendor assessment and decision will result in a Vendor selection and contract engagement in xxxxx 2011. A period of discovery and customisation will provide a final approval for implementation and contract for services. The preferred milestone for implementation is 1 xxxxxx 2011 dependent upon approved transition and business continuity plans.

RFQ released through TLMS TBC

Industry briefing TBC

Closing Time 6 weeks from Release

Site visits with vendors (if required) 1 day per Vendor Within 2 weeks of close

Tender Decision and notification Within 6 weeks of close

Contract execution On Signing

Vendor discovery and customisation TBC

Services Implementation 30/1/2011 est’

DM7-184816 Page 3

2. Background information Fair Work Ombudsman Overview The Fair Work Ombudsman (FWO) is a statutory agency created by the Fair Work Act 2009 (Cth).

The FWO works closely with Fair Work Australia (the national workplace relations tribunal) to ensure our services are integrated, timely, relevant and accessible to all Australians.

Our functions include promoting harmonious, productive and cooperative workplace relations and ensuring compliance with Commonwealth workplace laws. The services of the FWO are free to all workers and employers in Australia.

We do not advocate or represent on behalf of any specific person or interest. Our staff are focused on serving the needs of everyone covered by the Australian workplace system. In exercising these functions, we:

• offer people a single point of contact for them to get accurate and timely information about Australia’s workplace relations system;

• educate people working in Australia about fair work practices, rights and obligations; • investigate complaints or suspected contraventions of workplace laws, awards and

agreements; • litigate to enforce workplace laws and deter people from doing wrong in the community: and • build strong and effective relationships with industry, unions and other stakeholders.

In line with Government 2.0, we use and develop technology to encourage more open and transparent communications, particularly through the Customer Contact Branch by:

• Supporting the enablement of employees and employers in Australia to successfully self serve through web and self service portals. This not only includes our web site but potentially social forums, and smart phone applications in future; and

• Implementing technology that supports an integration of Customer Contact capability into all areas of the FWO.

In 2010, the FWO introduced Assisted Voluntary Resolution (AVR) to assist in resolving disputes between employers and employees, rather than taking the matter through a complaint process. AVR is separate to the contact centre function of the Fair Work Infoline within the Customer Contact Branch. The AVR process consists of 5 phases that guide the complainant and employer through the issues and support them to propose rational and principled solutions, these phases are:

• FWO consideration of the complaint form; • Contacting the parties, establishing the Matters in Dispute (MID); • FWO consideration of the MID; • Generate proposed solutions with the Employer: and • Presentation of the agreed solutions to the complainant.

Where a resolution can be reached through this process, the matter is not taken any further. The aim of AVR is to empower employers and employees to resolve disputes between themselves, and to

DM7-184816 Page 4

educate both parties about requirements within the workplace. The ability to record the agreed resolution on demand with permission of the client would increase the effectiveness of the process and the efficiency of AVR.

Fair Work Infoline Overview The Fair Work Infoline (FWIL) provides support to the Australian public (employees and employers) by being available to answer calls, web chats and written enquiries (email, faxes or letters) regarding:

• the Fair Work Act; • Modern Awards; • legacy industrial instruments; • transitional arrangements; and • pay rate increases.

We operate Monday to Friday 8am to 6pm (local time) across sites in Sydney, Melbourne, Brisbane, Adelaide and Perth. FWIL staff are employed on an Enterprise Agreement that operates between 7am and 7pm to allow greater hours of operation if needed. FWIL aims to lead the FWO in being citizen centric. Our vision is to strive to make FWO services accessible to the Australian public while making sure that value for tax payers’ money is provided. In making these services available we will reduce harms to the Australian public within the agency’s scope and budget. Customer Contact will build the services, processes and workflow to ensure that we can better listen and respond to the Australian public outside of a complaints investigation.

We are exploring the use of social media channels and online forums that best engage target audiences so specific educational opportunities and harms can be addressed. This gives FWIL the opportunity to communicate to mass target audiences at a low cost and in a way in which the audience prefers.

By assisting citizens to have their concerns easily dealt with and ensuring that FWO is accessible to the Australian public, FWIL will be able to ensure fairer workplaces.

DM7-184816 Page 5

Fair Work Infoline Organisation

How our customers contact us:

13 13 94

1. Wages and Conditions 2. Discrimination and Unfair Dismissal 3. Workplace Complaint

2.1 Discrimination 3.1 Underpayment of wages or contravention other conditions

3.2 Following up Existing Complaint

3.3 Reduction in pay or take home pay orders

2.2 Unfair dismissal or unlawful termination

1.1 Wages

1.2 Conditions

1.3 Termination of Employment

1.4 Fresh Ideas for Work and Family Grants Program

1.5 Tax and Superannuation

1.6 Australian Public Holidays

TTYInterpreter Service

Web Chat

Email (inc electronic Fax/white mail)

Paper Complaints Registration

Priority Nos from Fair Work Australia Enquiries answered by FWIL Advisors

Enquiries answered by the FWIL Correspondence Team

Enquiries answered by the Assisted Voluntary Resolution Team

Publically Advertised Channels IVR

Note: Each call assigned to the FWIL service carries a priority allocation. Calls coming from TIS and TTY are given a high priority setting. Similar higher priority settings are provided to transferred calls.

DM7-184816 Page 6

Queue Flows and Distribution

DM7-184816 Page 7

Organisational Structure

Executive Director, Customer Contact

Director, People & Projects

Director, NSW Contact Centre

2 x Director, National AVR

Director, Customer Contact

Performance

Director, VIC/TAS Contact Centre

Director, QLD/WA Contact Centre

Resource Planning Manager

Customer Experience Manager

6 x Quality Assessors

Quality Co-ord Comms Co-ord

3 x Workforce Co-ord

Workforce Planner

2 x Schedule Admin

6 x Team Leaders

64 x Advisors

6 x Team Leaders

68 x Advisors

5 x Team Leaders

54 Advisors

TL - Complaints Registrations

9 Inspectors

4 x Team Leaders AVR

43 Inspectors

4 Assistant TLs

AVR Reporting Co-ord

5 x Assistant TLs8 x Assistant TLs6 x Assistant TLs

2 x Assistant Directors

Assistant Director2 x Assistant Directors



Leadership Team Management Team

2 x Co-ord

Approximately 320 staff distributed across 5 sites:

• 122 in Sydney • 27 in Perth • 84 in Melbourne • 38 in Adelaide • 48 in Brisbane • 1 in Tasmania

Queue Flows and Distribution

DM7-184816 Page 8

Call Distributions May 2010 - Apr 2011 Geographic Locations

Inbound Calls offered

State Volume %

NSW 298,511 24%

VIC 254,576 21%

QLD 238,614 19%

WA 73,539 6%

SA 59,370 5%

TAS 25,759 2%

ACT 13,176 1%

NT 7,647 1%

Mobiles / No Call Identifier 262,639 21%

Total 1,233,831 100%

Source: TAO for 13 13 94

Monthly Call Volumes – Inbound Queues

Year offered Month Calls

2010 May 88,014

June 100,017

July 126,557

August 94,351

September 85,856

October 81,902

November 96,750

December 88,107

2011 January 91,788

February 105,969

Source: Queue Report

DM7-184816 Page 9

Inbound calls answered

Site %

Sydney 36%

Melbourne 30%

Brisbane 17%

Perth 11%

Hobart 3% Suspended Jan 2011

Adelaide 3% Suspended Jan 2011

Total 100%

Source: Cube

Note 1 Volumes are associated with Fair Work Info Line and exclude calls for AVR staff (whose current telephone

infrastructure is separate from the contact centre). 2 SA and TAS Inbound Infoline sites have been suspended from Jan 2011.

Inbound call volumes range approximately between 3,000 and 7,000 calls per day with an average of approximately 4,700 calls

Annual call growth is forecast to be approximately 4% The average speed of answer (customer wait time) is 328 seconds Peak workload strategies have been used in 2009/10 Average handle time in the period was approximately 630 seconds Agent hold time varied between 120 and 180 seconds on average 13% of inbound calls on average are internally escalated to a secondary workforce

DM7-184816 Page 10

User Profile

For more detail on User Profile requirements, see tables Schedule 4 Business Requirements Questionnaire: User Functionality.

The summary requirements are: Contact Centre Management

243 inbound, outbound, email, web chat agents • 60 real time contact centre monitoring users

(41 with combined agent functionality) • 36 historical reporting users • 6 admin users

Call Recording:

• 243 100% call recording (with separate quote for screen capture) • 59 on-demand call recording • 62 assessment users • 2 admin users

Workforce Planning:

• 269 staff members to be rostered • 58 real time monitors • 6 admin users • Handsets 300 telephone handsets + lines

These handsets are currently provided on rental and replacement will need to be included in any proposal.

3. Capability Groups Deliverables in relation to the following Capability Groups and product and service lines are required under the proposed Contract:

Capability Groups and product and service line(s) required

Capability Group

Products & Services for R1 – Requirements Analysis Design and Specification of Telecommunications Services

All Mobile Voice WAN/ LAN

Conferencing Video PABX -IP-PBX-

VOIP

Contact Centre (incl IVR/Auto - attendant)

Converged Solutions

Products & Services

X X

Capability Group

Products & Services for R2 – Consolidated Telecommunications Help Desk Support Services



VOIP


Converged Solutions

Products & Services

X X

Capability Group Products & Services for R3 – Consolidated Service Level Management

DM7-184816 Page 11



VOIP


Converged Solutions

Products & Services

X X

Capability Group

Products & Services for R4 – Consolidated Telecommunications Billing and Inventory Management



VOIP


Converged Solutions

Products & Services)

X X

Capability Group

Products & Services for R5 – Contract Management Activities



VOIP


Converged Solutions

Products & Services

X X

Capability Group

Products & Services for R6 – Enhanced Operations Management



VOIP


Converged Solutions

Products & Services

X X

Capability Group

Products & Services for R7 – Specialist Advisory



VOIP


Converged Solutions

Products & Services

X X

Capability Group

Products & Services for R8 – Support Activities



VOIP


Converged Solutions

Products & Services

X X

4. Deliverables required a. The Fair Work Ombudsman requires the successful Panellist (upon formation of a Contract in

accordance with the Deed) to provide the following Deliverables:

DM7-184816 Page 12

4.1 general requirements;

b. Vendor’s must complete the questionnaire included Schedule 4 Business Requirements Questionnaire to explain in detail how they would provide the Services.

c. Vendors are to provide a suitable transition plan to include discovery, customisation implementation/transition, training, beta and user group testing, cutover and business continuity support as set out in Schedule 4 Business Requirements Questionnaire questions 13.1 – 13.5 Implementation.

d. Vendors are to provide a design specification and pricing for Carriage services suitable for concurrent procurement through the Internet Based Network Connection Services (IBNC) panel and/or the AGTA agreement as required.

e. Vendors are to provide a summary of the major cost drivers of their proposals within the pricing matrix. This will assist the FWO in understanding and managing the cost impacts of technology and capability elements within the solution.

4.2 mandatory requirements;

Vendors must meet the following mandatory requirements.

f. The current FWO main contact numbers 131394 and 1800 numbers specified in Section 2 “Background Information” must be migrated to the new solution platform.

g. IP Carriage must be provided for inbound and outbound services including handsets for the number of users specified in Section 2 “Background Information”.

h. The Solution must provide an integrated contact centre management solution, for the number of users specified in Schedule 1, for inbound calls, outbound calls, email and web chat traffic including:

o Intelligent routing across multiple sites and multiple skills; o Remote working - Access to the agent Softphone and call routing to agents from a remote

location, both outside the department’s internal data network and outside the contact centre specific sites within the departments’ internal data network;

o An integrated voice response (IVR); o Agent Softphone - Computer Telephony Integration (CTI) for Fair Work Infoline agents; o Multi-channel real time reporting; o Multi-channel historical reporting: and o The ability to transfer calls to team members who may be outside the contact centre.

(Other in-dial plan employees using DEEWR Voice Network as outlined in Appendix 2 of Schedule 4 Business Requirements Questionnaire).

i. The Solution must provide a call recording solution, for the number of users specified in Schedule 1, Section 2 (User Profiles – Call recording), that:

o Can provide 100% inbound and outbound (Dialler) call recording; o Can provide a stop on demand feature; o Contains quality assessment functionality; o Enables call recordings to be searched and retrieved by all FWIL staff (subject to access

permissions.); o Provides quality assessment reporting: and o Provides a solution for call recording storage for 7 years (refer to schedule 4 F 6.20).

j. The Solution must provide a workforce planning module (WFP), for the number of users specified in Section 2 “Background Information”, that:

DM7-184816 Page 13

o Can accurately forecast workload and generate rosters for multi-skilled agents across multiple sites and time zones with flexible working patterns;

o Provides an online portal for agents to view rosters and request changes/leave: and o Provides a solution to notify agents of events (e.g. training, breaks etc).

k. The Solution must provide a ‘single source of the truth’ for management information from all solution components both in real time and through historical reporting.

l. The entire telephony solution must be scalable to increase or decrease capacity (and cost) by up to 100 users, with at least 30 days notice.

m. The Vendor must at a minimum agree to meet the following service level requirements which are detailed in Schedule 4, 11.16:

Item Sev 1 Sev 2 Sev 3 Sev 4 Time to Respond

Immediate Immediate 4 hours 7 hours

Progress Report 30 mins Hourly 2 business days 3 business days Time to Restore 2 hours 4 hours 4 business days 6 business days

n. The solution encompasses the provision, management, support and maintenance necessary to enable FWO to provide a comprehensive contact centre service to the public. Accordingly, the Vendor must have a team to support its solution that is geographically located in Australia.

o. The solution must be compatible with the DEEWR/FWO data and voice network detailed in Schedule 4 Appendix 2 N.

4.3 highly desirable requirements

It is highly desirable, but not essential, that Quotations meet the following requirements:

a. It is highly desirable that the solution provides failsafe redundancy in its network and applications within the Business Continuity Plan and Disaster Recovery offerings.

b. It is highly desirable that this solution can:

o Have administration rights for moves, adds and changes held within the FWIL; o Provide a single softphone console for the management of all channels; o Interface with the Infra ticketing systems(EMC Ionics) (outlined in Attachment 3 to

Schedule 4 Business Requirements Questionnaire) to provide a screen pop; o Manage the capture of a unique customer identifier through the IVR: and o Provide a ‘hold in place queue’ and ‘call back’ service.

c. It is highly desirable that this solution can:

o Provide access of calls recorded prior to the installation of this solution (refer to schedule 4 F 6.21): and

o Can provide on-demand call recording to the AVR users specified in Schedule 1.

d. It is highly desirable that the Workforce Planning modules of this solution can:

o Provide a meeting planner functionality; o Manage timesheet reporting; o Manage flex-time, annual leave and unplanned leave accrual and approval: and o Interface with the payroll solution outlined in Attachment 3 to Schedule 4 Business

Requirements Questionnaire.

e. For the purpose of the requirement specified in paragraph 4.2 (f), it is highly desirable that this information can be represented through a single real time console for supervisors.

DM7-184816 Page 14

f. It is highly desirable that the solution and carriage are provided by a single vendor.

4.4 desirable requirements Please refer to Schedule 4 Business Requirements Questionnaire.

4.5 constraints The infrastructure environment utilised by the FWO is provided and managed by the Department of Education, Employment and Workplace Relations (DEEWR) under a Memorandum of Understanding (MOU). DEEWR’s main IT facilities are located in Canberra and they operate a primary and secondary data centre in Canberra. The majority of the in-house infrastructure is housed in these data centres. There are small computer room facilities that house infrastructure in each state.

Physical access to the data centres or state based computer rooms is restricted to authorised DEEWR staff. No vendor is provided with open access to DEEWR/FWO sites, either to the data centres or the state site computer rooms, and any vendor staff must be accompanied by an authorised DEEWR staff member if physical access is required.

Any hardware or software that is required to be physically installed on a FWO / DEEWR site and connected to their network must be managed by DEEWR IT. They will only support solutions based on Windows Server and SQL Server with the preferred version being 2008 for both products. They do not support any version of UNIX or any other non-Microsoft operating systems.

Remote access is provided to authorised users and is controlled by secure token and is based on a Citrix solution.

If your proposed solution does not reside on the DEEWR network then the above restriction do not apply.

4.6 out-of-scope The CRM systems in use by the Fair Work Ombudsman are out of scope for this procurement.

DM7-184816 Page 15

No. Deliverables Specifications

1 Solution proposal Detailed proposal for a suitable integrated contact centre solution to meet the business requirements set out in FWO Telephony Refresh RFQ. (following discovery and solution customisation.)

Vendors are to provide a design specification and pricing for Carriage services suitable for concurrent procurement through IBNC and AGTA panels as required.

Vendors are to provide a summary of the major cost drivers of their proposals within the pricing matrix. This will assist the FWO in understanding and managing the cost impacts of technology and capability elements within the solution.

2 Detailed Implementation plan Design, Installation, Testing, User Acceptance Testing, User and Supervisor Training, Cutover and Initial support, Business Signoff of completion.

3 Detailed Transition plan New Vendor, Business continuity and rollback contingency. Logistic and billing support.

4 Change Management and communication plan for

• Users • Supervisors • Business Stakeholders • Internal suppliers • Existing Vendors

5 Vendor instructions for installation by DEEWR

Detailed and approved with DEEWR.

6 Integrated Contact Centre Telephony Solutions

• Inbound services • IVR • Agent Softphone - multimedia • Skill Based Routing of

multimedia contact channels • Written Correspondence –

email, webmail, Infra/CRM integration (desirable).

• Web Chat • Outbound dialler– (desirable) • Social Media integration –

(desirable) 7 Call Recording (CR)

DM7-184816 Page 16


• 100% Call Recording of Inbound and outbound agent calls.

• Stop recording on demand • Record on Demand (non

agents) • Access to historical recordings

incl archived data • Quality assessment module • QA Calibration function

(desirable) • Voice Analytics – (desirable) • Remote access to CR

functions • CR reporting (user

configurable) • Flexible file format of reporting

exports • Synchronous screen capture

(capability options) 8 Workforce Planning – Pass Through Item • Multi-skill, site, channel

demand forecasting with > 95% accuracy.

• Resource Forecasting and what-if analysis including schedule evaluation output

• Multi-skill, site, channel rostering including; o Single roster view across

all locations o Integration to agent

desktop for shift, time and skill assignments

o Outlook integration (desirable) and

o Flexible Agent availability • Agent web portal • Supervisor web portal • Specialist Functions

9 Integrated Contact Centre Reporting • Single source of the truth • Integrated management

console – all channels • Integrated historic reporting

data store o Standard reporting

queries o User configurable

reporting queries • Integrated wallboards • Integrated agent desktop • Integrated supervisor metrics • System Administration

interface 10 Real Time Metrics Wallboards • Configurable metrics interface

o Real time o Historic

• Flexible hardware connectivity • Integrate other real time

displays eg IPTV

DM7-184816 Page 17


11 System Documentation • Solution Architecture • Application Configuration • Network Settings • Connected Services Record

o Inbound o Outbound o IVR & Route points o Agent services and

layouts 12 Training Materials

Materials are to be provided as a package of education resources to support the ongoing skill and development needs of users as they enter and progress through the Contact Centre structure. Webinar packages are suitable and should be customised to the FWO solution.

• User Guides • Help Files • User Training package • Supervisor Training package • Specialist Training package/s • CC Manager Training package

13 Solution support • Helpdesk o Problem management

process o Escalation process o Integration to existing

ICT support

• Service review process 14 Business continuity processes • Disaster Recovery Plans

• Data security and recovery definitions

• Network continuity contingency

5. Timeframe for required Deliverables No. Deliverables Date required

1 Engagement / Discovery The anticipated timeline for quotation assessment and decision will result in a selection and engagement in August 2011. A period of discovery and customisation will provide a final approval for implementation and contract for Services.

The Services contract is expected to commence on signing with the selected Vendor and conclude on 30 June 2014

2 Implementation - Services The implementation of Services will include design, development, testing and implementation/transition of a fully integrated contact centre solution suitable for the number of seats and supervisors outlined in Section 2. The services required are described in Section 1, 2, 3 and Schedule 4 Business Requirements Questionnaire.

xxxxx 2011 The preferred milestone for implementation dependent upon approved transition and business continuity plans.

DM7-184816 Page 18

No. Deliverables Date required

3 Implementation – Carriage The solution requirements specification for Internet Protocol (IP) carriage services will be defined by the Vendor under the terms of the TLMS** panel arrangements. Quotations for these requirements will be sourced through the IBNC* panel as required by Finance. The FWO considers a single vendor solution including Services and Carriage highly desirable.

xxxxx 2011 The preferred milestone for implementation dependent upon approved transition and business continuity plans.

6. Documentation The Fair Work Ombudsman requires the successful Panellist (upon formation of a Contract in accordance with the Deed) to provide the following Documentation as part of the Deliverables:

Vendors are to provide a proposed Transition Plan to include discovery, customisation, Implementation/transition, training, beta and user group testing, cutover and business continuity support as set out in Schedule 4 Business Requirements Questionnaire L , questions 12.1 – 12.4 Implementation.

DM7-184816 Page 19

The milestones in this table will need to be completed as part of the vendor project implementation plan:

No. Documentation Format Milestone

1 Please provide a detailed project plan for the implementation of your solution to include discovery, customisation implementation/transition, training, beta and user group testing, cutover and business continuity support.

MS Word 2007 MS Project 2003

2 Please provide a detailed testing plan for the proposed solution.

MS Word 2007 MS Excel 2007

3 Please detail any actions/activities you require from FWO/DEEWR staff.

MS Word 2007 MS Excel 2007

4 Training Materials for all applications. • User Guides • Help Files • User Training package • Supervisor Training package • Specialist Training package • CC Manager Training Package+

MS Word 2007 MS Excel 2007 MS Powerpoint 2007 MS Visio 2007 Multimedia HTML, Webinar DVD/CD

5 System Documentation • Solution Architecture • Application Configuration • Network Settings • Connected Services Record

o Inbound o Outbound o IVR & Route points

• Agent services and layouts

MS Word 2007 MS Excel 2007 MS Powerpoint 2007 MS Visio 2007 Multimedia HTML DVD/CD

6 Business continuity processes • Disaster Recovery Plans • Data security and recovery definitions • Network continuity contingency

MS Word 2007 MS Excel 2007 MS Powerpoint 2007 MS Visio 2007 Multimedia HTML DVD/CD

DM7-184816 Page 20

7. Acceptance Criteria and Quality Measures No. Service/Deliverable Performance Criteria Assessment

date

1 Integrated Contact Centre Solution The solution will provide a managed service through a single service provider. The deliverable includes the design, development, testing and implementation/transition of a fully integrated contact centre solution suitable for the number of seats and supervisors outlined in Section 2. The services required are described in Section 1, 2, 3 and Schedule 4.

Platform performance specifications to be provided by vendor in response to RFQ.

Specific performance criteria will be agreed as a result of discovery negotiations with preferred vendor.

Assessed with quotation response including responses to Schedule 4.

2 System Performance System Support

Inbound call handling services must meet or exceed industry standards for availability.

Preference is 99.99% or higher for call handling infrastructure.

Maintenance and Support is required to have capacity to meet the minimum Service level standards in Schedule 4 11.16.

Assessed with quotation response including responses to Schedule 4.

8. Reporting The Fair Work Ombudsman requires the successful Panellist (upon formation of a Contract in accordance with the Deed) to provide the following reports in addition to the requirements under the Deed:

DM7-184816 Page 21

No. Report type, content and format Frequency

1 Reporting Requirements / Databases Reporting metrics are required to be available for integration to the FWO data warehouse.

Currently FWO utilises multiple Microsoft SQL products to provide their warehouse and reporting solution:

• SQL Server 2005 is the base database with

• SQL Server Reporting Services 2005,

• SQL Server Integration Services 2005

• SQL Server Analysis Service 2005 • .Net for data virtualisation Generally integration is accomplished by SQL Server Integration Services to extract data from source systems into a central database. The most common sources are other databases or CSV files.

DEEWR and FWO are progressively moving to SQL 2008 in 2011.

• Daily, Weekly, Monthly, Annual • Interval reporting in 15 Min Increments • Real time live data feeds

2 Integrated Contact Centre Reporting • Single source of the truth • Integrated management console –

all channels • Integrated historic reporting data

store o Standard reporting queries o User configurable reporting

queries • Integrated wallboards • Integrated agent desktop • Integrated supervisor metrics System Administration interface


3 Standard reports required Single Performance View: • By Agent, Team, Site, Centre • Daily, Weekly, Monthly, Annual

o Contact Stats i.e. Volume, Average Handle Time (AHT), After Call Work (ACW), Hold etc by channel (inbound, outbound, email, webchat)

o Adherence / Compliance o Quality Results o Planned / Unplanned Leave

• by Team, Site, Centre • Daily, Weekly, Monthly, Annual

o Contact Stats i.e. Volume, AHT, ACW, Hold etc by queue (inc escalations)

o Contact Stats i.e. Volume, AHT, ACW, Hold etc by channel


DM7-184816 Page 22

No. Report type, content and format Frequency

o Adherence / Compliance o Quality Results o Planned / Unplanned Leave

4 Carriage and Service Reporting

Inbound and IVR reporting Traffic volumes Usage patterns

Sales & Billing Inbound Outbound Equipment rental Licensing charges Support Adds,Moves & Changes Service Incidents Service Management

Online access required • Daily, Weekly, Monthly, Annual • Interval reporting in 15 Min Increments

Online access to configurable reporting preferred

Per the service level schedule detailed in Schedule 4, 11.16 Weekly meeting Monthly reporting

DM7-184816 Page 23

9. Charges for Deliverables and Services No. Deliverables Charges Format

1 Procurement is for the design, development, testing, training, implementation/transition, service management and reporting of a fully integrated contact centre solution suitable for the number of seats and supervisors outlined in Section 2. The services required are described in Section 1, 2, 3 and Schedule 4 Business Requirements Questionnaire.

Vendors should provide their pricing in the attached worksheet following the included instructions, completing all fields, tabs and commentary.

The worksheet is also available for download directly from the AGIMO Blog at http://agimo.govspace.gov.au/2011/07/07/draft-rfq-tman/

Microsoft Office Excel Worksheet

2 Hourly rates: are to be supplied including Skill type e.g. Foundation/Practitioner/Expert for each Capability Group.

3 Pass through Margin: 3rd party providers, hardware, software are to be detailed in the response with pricing details.

4 Volume Discounts: if applied.

5 Tools: hardware, software and methodologies that have been quoted are to be clearly identified. For example where a Tool has a one off cost or has an initial set up cost plus an ongoing fee and how has this fee been structured e.g. by agency size or by device.

6 Tool Conditions: Tools need to be fully specified and Tool conditions need to be described including Terms of Use.

7 Pricing variables: Need to be detailed providing visibility on the pricing impact for e.g. outside normal working hours, to the hourly rate.

8 Travel: travel cost has been applied in the RFQ the prices charged need to be identified.

10. Additional requirements [Note: Insert details of any particular requirements with which the Panellist must comply, for example, Agency specific legislative requirements (including in relation to secrecy and confidentiality), specific Agency policies and/or procedures and specific Commonwealth government policies, etc.]

http://agimo.govspace.gov.au/2011/07/07/draft-rfq-tman/

http://agimo.govspace.gov.au/2011/07/07/draft-rfq-tman/

DM7-184816 Page 24

No. Additional requirements

1 [Insert]

DM7-184816 Page 25

Section 2 - Draft Annexure 5 - Form of Contract Details

[Note: Insert details as will be applicable to the Contract for the purposes of completing the Contract - see Annexure 5 of the Deed.]

1. Contract Terms

Item Number

Description Deed Clause Reference

Details

1 Commencement Date of the Contract

clause 3.4

Annexure 1 (Glossary)

[Insert date the Contract is due to commence e.g. dd/mm/yy otherwise insert 'on execution']

2 Initial Term for the Contract clause 3.4 [Insert period of time for which the Contract will run prior to any extensions]

3 Option Period for the Contract clause 3.5

Annexure 1 (Glossary)

[Insert period of time for which the Contract may be extended, eg 2 years, and any limits on extensions]

4 E-commerce clause 46.8 [If required, specify each party's obligations for E-commerce. Otherwise insert 'not applicable']

5 Delivery Date Annexure 1 (Glossary)

[Specify the Delivery Date(s) for delivery of specified Deliverables]

6 Delivery Place Annexure 1 (Glossary)

[Specify the Delivery Place(s) for delivery of specified Deliverables]

7 Key Personnel Annexure 1 (Glossary) and clause 25

[Insert any requirements for Key Personnel and the key roles or tasks that each Key Personnel must perform]

8 Scope and Specifications [See Section 1- Statement of Requirement of this RFQ]

DM7-184816 Page 26

2. Specific Contract Terms Item

Number Description Clause Reference Details

1 Standards and Codes clause 21

[Insert specific standards for the supply of Deliverables including industry codes or best industry practice methodologies. Otherwise insert 'not applicable']

2 Technology threats clause 24.6 [Insert details of the parties' obligations in relation to technology threats.]

3 Acceptance Criteria and Quality Measures clause 27 [See item 7 of Section 1- Statement of

Requirement of this RFQ]

4 Electronic payment of invoices clause 28.4

[Specify whether invoices are to be paid electronically. If so, the following will be needed from the successful Panellist:

Name of Panellist's Account

Panellist's Banking or financial institution, BSB and Account Number]

5 Ownership of IPR in New Material that is Software clause 31.2

[Specify if the Agency will own the Intellectual Property Rights in New Material that is Software. If not, specify ‘as per clause 31.2'.

Prior to accepting, the Agency is to conduct a Needs Analysis and then consider whether any of the exceptions to Panellist ownership of IP in software specified in the Statement of IP Principles for Australian Government Agencies apply in accordance with the Attorney General's Policy Guidance.]

6 Insurance clause 35.1

[If necessary insert any additional insurance requirements above those in the Deed the Agency requires from the Panellist.

For example;

(a) $xx million per claim public liability

(b) $xx per claim professional indemnity or errors and omissions.]

DM7-184816 Page 27

Item Number Description Clause

Reference Details

7 Liability clause 36.2 [If necessary insert any Liability provisions In accordance with clause 36.]

8 Customer Representative clause 46.5 [Insert details of the Customer Representative]

9 Address for Notices clause 47.3 [Insert details of the Agency's address for Notices under the Contract]

10 Provision of Facilities clause 24.1

[Specify the accommodation, facilities, equipment etc to be provided by the Agency under clause 24.1]

[Specify any terms that the Panellist must comply with in relation to the provision of the facilities, equipment etc provided under clause 24.1 Otherwise insert 'not applicable']

11 Transition Requirements Clause 32.2 [Insert details of any transition requirements that the Agency will provide to the Panellist]

12 Additional Requirements [See item 10 of Section 1- Statement of Requirement of this RFQ]

DM7-184816 Page 28

Section 3 - Panellist Response

The Panellist is required to provide a response to the following items. [The Agency can set out Section 3 - Panellists Response in the format that best meets their needs for obtaining the required information from a Panellist and for assessing responses to the RFQ. Information set out below is provided as guidance in developing your response template.]

1. Response to the Requirements [Note: Panellist to insert details of its response to the Requirements in the format required by [insert Agency] consistent with item 4 in Section 1- Statement of Requirement above.]

The panellist’s response should set out its solution, capability and capacity to:

(a) deliver the general requirements;

(b) meet the specifications for the Deliverables;

(c) deliver the mandatory requirements;

(d) deliver the highly desirable requirements;

(e) deliver the desirable requirements;

(f) any constraints or alternative solution;

(g) to comply with the timeframe for Deliverables (item 5 of Section 1- Statement of Requirement above);

(h) to deliver the Documentation requirements (item 6 of Section 1- Statement of Requirement above);

(i) to comply with the Acceptance Criteria and Quality Measures requirements (item 7 of Section 1- Statement of Requirement above);

(j) to deliver the reporting requirements (item 8 of Section 1- Statement of Requirement above); and

(k) to deliver the Additional Requirements (item 10 of Section 1- Statement of Requirement above).

2. Charges for Deliverables [Note: Insert details of the Charges for Deliverables response required by the Agency consistent with item 9 of Section 1- Statement of Requirement above.]

3. Schedule of Hourly Rates

Please provide a breakdown of the total charges payable under the Contract in accordance with the [agency insert or attach format for charges] in addition to any particular requirements specified in paragraph 2 of this Section 3 - Panellist Response. The Charges for Deliverables under a Contract must be on the basis of the rates set out in the Deed and must not be greater than the rates set out in the Deed.

DM7-184816 Page 29

Capability Group

Products and services to which the Capability

Group applies

Competency Category

Hourly Rate per Competency

Category (exclusive of GST) AUD $

Total Hours

Total

(exclusive GST)

AUD $

Total

(inclusive GST)

AUD $

R1 - Requirements Analysis Design and Specification of Telecommunications Services

Foundation

Practitioner

Expert

R2 - Consolidated Telecommunications Help Desk Support Services

Foundation

Practitioner

Expert

R3 - Consolidated Service Level Management

Foundation

Practitioner

Expert

R4 - Consolidated Telecommunications Billing and Inventory Management

Foundation

Practitioner

Expert

R5 - Contract Management Activities

Foundation

Practitioner

Expert

R6 - Enhanced Operations Management

Foundation

Practitioner

Expert

R7 - Specialist Advisory

Foundation

Practitioner

Expert

R8 - Support Activities

Foundation

Practitioner

Expert

Total

DM7-184816 Page 30

4. Pass-through Items

Please specify the Pass-through Margins payable under the Contract (which must not be greater than the Pass-through Margins specified in the Deed).

Pass-through Items and Cost Price Percentage % of Pass-through Margin applied

[Insert] [Insert]

5. Volume Discounts

Please specify the Volume Discounts that will apply under the Contract (which must not be less than the Volume Discounts specified in the Deed).

Value of Deliverable - AUD $ Percentage (%) Discount

[Insert] [Insert]

6. Tools

Please specify any tools that are applicable to the Contract and the total charges for tools payable under the Contract (which must be consistent with the tools specified in the Deed).

Tool Name Initial/One Off Price (Exclusive of GST)

AUD $

Ongoing Price

(Exclusive of GST) AUD $

TOTAL (Inclusive of GST)

[Insert] [Insert] [Insert] [Insert]

7. Pricing Variables Please specify any pricing variables applicable to the Charges for Deliverables under the Contract (which must be consistent with the Pricing Variables specified in the Deed).

Pricing Variables Maximum Charges (ex GST) AUD $

Total (Inclusive of GST) AUD $

[Insert] [Insert] [Insert]

8. Key Personnel Please specify the names of any proposed Key Personnel and the key roles or tasks that each Key Personnel will perform under the Contract.

DM7-184816 Page 31

Key Personnel Role/Task

[Insert] [Insert]

9. Contractor Confidential Information Please specify any information which may be considered by [insert agency] as confidential to the Panellist under the Contract.

Item Description of Information Reason for confidentiality (having regard to Finance/ANAO Guidelines)

1 [Insert] [Insert]

DM7-184816 Page 32

Section 4 - Evaluation Criteria

The evaluation criteria set out in the table below will be used to assess a respondent’s quote. The successful Panellist will be selected based on the offer that is considered to provide the best value for money.

[Note: Insert details of Evaluation Criteria against which the RFQ will be assessed.]

No. Evaluation Criteria

1 [Insert]

DM7-184816 Page 33

Attachment A – Description of the Capability Groups

Capability Groups Description

R1

Requirements analysis, design and specification of telecommunications services

Assistance to agencies in the analysis and specification of telecommunications related activities to meet strategic objectives, including analysis of technical and business requirements and analysis to assist in the development of telecommunications solutions for the agency. This covers both non-IP telecommunications (e.g. legacy voice, mobiles, ISDN, etc) and IP telecommunications (e.g. carriage services), including converged solutions. Examples of relevant offerings could include but are not limited to:

a) Assistance to define required services in line with VCMS/NCS model,

b) Identify the impact of an identified change (eg new technologies, applications or offices) on telecommunications networks,

c) Creation of a solution design for the implementation of one or more underlying telecommunications products and services including provide DR / redundancy for final specification and implementation by the VCMS.

R2

Consolidated Telecommunications help desk support services

1st, 2nd and/or 3rd level helpdesk and support services across multiple telecommunications products or services, above the standard offerings inherent in the underlying products and services.

R3

Consolidated service level management

End-to-end service level management across multiple underlying telecommunications products and services. This will consolidate information from, and potentially manage interfaces across, underlying telecommunications products and services.

R4

Consolidated telecommunications billing and inventory management

End-to-end billing and/or inventory management across services or applications. This will consolidate information from, and potentially manage billing and inventory interfaces across, underlying telecommunications products and services. Examples of relevant offerings could include but are not limited to:

a) Use of call accounting systems to allocate costs in line with agency cost centre hierarchies,

b) Consolidated fleet management services such as central management of mobile services and their associated billing,

c) Inventory management services such as central registration of all telecommunications services.

R5

Contract Management Liaison activities on behalf of the agency with other vendors and providers, single point of contact for multi-carrier management, dispute

DM7-184816 Page 34

Activities management and project coordination activities etc. Examples of relevant offerings could include but are not limited to:

a) Provision of centralised telecommunications contract management functions over multiple supplier arrangements (eg mobile, voice, data...) to reduce risk and complexity to an agency,

b) Acting as an intermediary for disputes, registering, tracking and escalating; facilitating resolutions across multiple vendors and the agency,

c) Coordinating agency projects across suppliers, including potentially acting as the agency’s transition manager.

R6

Enhanced Operations Management

Activities may include configuration, monitoring, capacity management, optimisation and reporting in an enhanced way, above standard offerings. Examples of relevant offerings could include but are not limited to:

a) Capacity management,

b) Optimisation activities and studies,

c) Dedicated staff to undertake detailed reporting and to use reporting tools for ad hoc analyses,

d) Coordination of physical maintenance of underlying telecommunications products and/or devices.

R7

Specialist Advisory

May include analysis, design, specification, integration and/or management of specific telecommunications technologies or applications and the provision of related advice but would exclude the provision of underlying services. Specialist advisory services may include health checks and other activities to tune and/or enhance the performance of specific telecommunications technologies or applications and may include direct interfaces with major service providers such as IT providers or VCMS Providers.

R8

Support Activities

May include 1st, 2nd and/or 3rd level support for specific telecommunications technologies or applications, and other relevant ongoing or periodic service and support activities which are not included in the standard underlying product or service offering.

Telecommunications Management Services (TMAN) Panel - … · 2013-07-02 · Telecommunications ....

Documents

Transcript of Telecommunications Management Services (TMAN) Panel - … · 2013-07-02 · Telecommunications ....