Telecommunications
Management Services
(TMAN) Panel
Draft Request For Quotation
Australian Government
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 1
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
ver 1.0
Contact
Officer
means the Commonwealth of Australia represented by the Office of the Fair
Work Ombudsman
XXX
XXX
Deadline for
4:00pm (AEST) Sydney time on TBC.
page 2
Submission of
Tenderers’
Questions
Draft
Contract
the document set out in Error! Reference source not found.
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:
ver 1.0
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.
page 3
ver 1.0
page 4
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 1
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 Error! Reference source not found. [Error! Reference source not
found.] , 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
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
Vendor discovery and customisation
DM7-184816
6 weeks from
Release
On Signing
TBC
Page 2
Services Implementation
2.
30/1/2011 est’
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.
DM7-184816
Page 3
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
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 4
Fair Work Infoline Organisation
How our customers contact us:
Publically Advertised Channels
Interpreter Service
1. Wages and Conditions
13 13 94
2. Discrimination and Unfair Dismissal
1.1 Wages
1.2 Conditions
1.3 Termination of Employment
1.4 Fresh Ideas for Work and
Family Grants Program
2.1 Discrimination
2.2 Unfair dismissal or unlawful
termination
IVR
TTY
3. Workplace Complaint
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
1.5 Tax and Superannuation
1.6 Australian Public Holidays
Web Chat
Priority Nos from Fair Work Australia
Email (inc electronic Fax/white mail)
Paper Complaints Registration
Enquiries answered by FWIL Advisors
Enquiries answered by the FWIL Correspondence Team
Enquiries answered by the Assisted Voluntary Resolution Team
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
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Queue Flows and Distribution
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Page 6
Queue Flows and Distribution
Organisational Structure
Leadership Team
Management Team
Executive Director, Customer
Contact
Director, NSW
Contact Centre
Director, VIC/TAS
Contact Centre
Director, QLD/WA
Contact Centre
2 x Director,
National AVR
2 x Assistant
Directors
3 x Assistant
Directors
2 x Assistant
Directors
2 x Assistant
Directors
Director,
Customer Contact
Performance
Director, People
& Projects
Assistant Director
2 x Co-ord
6 x Team Leaders
6 x Team Leaders
5 x Team Leaders
6 x Assistant TLs
8 x Assistant TLs
5 x Assistant TLs
64 x Advisors
68 x Advisors
54 Advisors
Approximately 320 staff distributed
across 5 sites:






DM7-184816
122 in Sydney
27 in Perth
84 in Melbourne
38 in Adelaide
48 in Brisbane
1 in Tasmania
Resource Planning Manager
3 x Workforce
Co-ord
TL - Complaints
Registrations
4 x Team Leaders
AVR
9 Inspectors
4 Assistant TLs
Workforce
Planner
2 x Schedule
Admin
Customer Experience Manager
Quality Co-ord
43 Inspectors
6 x Quality
Assessors
AVR Reporting Coord
Page 7
Comms Co-ord
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
January
91,788
February
105,969
2011
Source: Queue Report
DM7-184816
Page 8
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
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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
Products & Services for R1 – Requirements Analysis Design and Specification of Telecommunications Services
Capability Group
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R2 – Consolidated Telecommunications Help Desk Support Services
Capability Group
Products &
Services
Capability Group
DM7-184816
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R3 – Consolidated Service Level Management
Page 10
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R4 – Consolidated Telecommunications Billing and Inventory Management
Capability Group
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services)
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R5 – Contract Management Activities
Capability Group
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R6 – Enhanced Operations Management
Capability Group
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R7 – Specialist Advisory
Capability Group
All
Mobile
Voice
WAN/
LAN
Conferencing
Video
Products &
Services
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
Products & Services for R8 – Support Activities
Capability Group
All
Mobile
Voice
Products &
Services
4.
WAN/
LAN
Conferencing
Video
PABX IP-PBXVOIP
Contact
Centre (incl
IVR/Auto attendant)
X
X
Converged
Solutions
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
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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
o
o
o
o
o
o
Intelligent routing across multiple sites and multiple skills;
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;
An integrated voice response (IVR);
Agent Softphone - Computer Telephony Integration (CTI) for Fair Work Infoline agents;
Multi-channel real time reporting;
Multi-channel historical reporting: and
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
o
o
o
o
o
Can provide 100% inbound and outbound (Dialler) call recording;
Can provide a stop on demand feature;
Contains quality assessment functionality;
Enables call recordings to be searched and retrieved by all FWIL staff (subject to access
permissions.);
Provides quality assessment reporting: and
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
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o
o
o
Can accurately forecast workload and generate rosters for multi-skilled agents across
multiple sites and time zones with flexible working patterns;
Provides an online portal for agents to view rosters and request changes/leave: and
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
o
o
o
o
Have administration rights for moves, adds and changes held within the FWIL;
Provide a single softphone console for the management of all channels;
Interface with the Infra ticketing systems(EMC Ionics) (outlined in Attachment 3 to
Schedule 4 Business Requirements Questionnaire) to provide a screen pop;
Manage the capture of a unique customer identifier through the IVR: and
Provide a ‘hold in place queue’ and ‘call back’ service.
c. It is highly desirable that this solution can:
o
o
Provide access of calls recorded prior to the installation of this solution (refer to schedule 4
F 6.21): and
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
o
o
o
Provide a meeting planner functionality;
Manage timesheet reporting;
Manage flex-time, annual leave and unplanned leave accrual and approval: and
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 k, it is highly desirable that this
information can be represented through a single real time console for supervisors.
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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.
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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
5
Vendor instructions for installation by
DEEWR
Integrated Contact Centre Telephony
Solutions
 Users
 Supervisors
 Business Stakeholders
 Internal suppliers
 Existing Vendors
Detailed and approved with DEEWR.
6








7
DM7-184816
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)
Call Recording (CR)
Page 15
No.
Deliverables
Specifications











8
Workforce Planning – Pass Through Item



9
Integrated Contact Centre Reporting










10
Real Time Metrics Wallboards



DM7-184816
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)
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
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
Configurable metrics interface
o Real time
o Historic
Flexible hardware connectivity
Integrate other real time
displays eg IPTV
Page 16
No.
Deliverables
11
System Documentation




12
Training Materials
13
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.
Solution support






14
Business continuity processes
Specifications

Helpdesk
o Problem management
process
o Escalation process
o Integration to existing
ICT support



Service review process
Disaster Recovery Plans
Data security and recovery
definitions
Network continuity
contingency

5.
Solution Architecture
Application Configuration
Network Settings
Connected Services Record
o Inbound
o Outbound
o IVR & Route points
o Agent services and
layouts
User Guides
Help Files
User Training package
Supervisor Training package
Specialist Training package/s
CC Manager Training package
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.
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.
The Services contract is expected
to commence on signing with the
selected Vendor and conclude on
30 June 2014
2
DM7-184816
xxxxx 2011
The preferred milestone for
implementation dependent upon
approved transition and business
continuity plans.
Page 17
6.
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.
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 18
The milestones in this table will need to be completed as part of the vendor project implementation plan:
No.
Documentation
Format
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.
Please provide a detailed testing plan for the
proposed solution.
MS Word 2007
MS Project 2003
2
3
Please detail any actions/activities you require
from FWO/DEEWR staff.
4
Training Materials for all applications.

User Guides

Help Files

User Training package

Supervisor Training package

Specialist Training package

CC Manager Training Package+
5
System Documentation

Solution Architecture

Application Configuration

Network Settings

Connected Services Record
o Inbound
o Outbound
o IVR & Route points

Agent services and layouts
Business continuity processes

Disaster Recovery Plans

Data security and recovery definitions

Network continuity contingency
6
DM7-184816
Milestone
MS Word 2007
MS Excel 2007
MS Word 2007
MS Excel 2007
MS Word 2007
MS Excel 2007
MS Powerpoint
2007
MS Visio 2007
Multimedia
HTML, Webinar
DVD/CD
MS Word 2007
MS Excel 2007
MS Powerpoint
2007
MS Visio 2007
Multimedia HTML
DVD/CD
MS Word 2007
MS Excel 2007
MS Powerpoint
2007
MS Visio 2007
Multimedia HTML
DVD/CD
Page 19
7.
Acceptance Criteria and Quality Measures
No.
Service/Deliverable
Performance Criteria
Assessment
date
1
Integrated Contact Centre Solution
Platform performance
specifications to be
provided by vendor in
response to RFQ.
Assessed with
quotation
response
including
responses to
Schedule 4.
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.
2
System Performance
System Support
Specific performance
criteria will be agreed as a
result of discovery
negotiations with preferred
vendor.
Inbound call handling
services must meet or
exceed industry standards
for availability.
Preference is 99.99% or
higher for call handling
infrastructure.
Assessed with
quotation
response
including
responses to
Schedule 4.
Maintenance and Support
is required to have capacity
to meet the minimum
Service level standards in
Schedule 4 11.16.
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 20
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.

Daily, Weekly, Monthly, Annual

Interval reporting in 15 Min Increments

Real time live data feeds
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

Daily, Weekly, Monthly, Annual

Interval reporting in 15 Min Increments

Real time live data feeds
Standard reports required
Single Performance View:

Daily, Weekly, Monthly, Annual

Interval reporting in 15 Min Increments
 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

Real time live data feeds
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.
2
3
DM7-184816
Page 21
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
DM7-184816
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
Page 22
9.
Charges for Deliverables and Services
No.
Deliverables
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.
Hourly rates: are to be supplied
including Skill type e.g.
Foundation/Practitioner/Expert for
each Capability Group.
Pass through Margin: 3rd party
providers, hardware, software are to
be detailed in the response with pricing
details.
Volume Discounts: if applied.
2
3
4
5
6
7
8
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.
Tool Conditions: Tools need to be fully
specified and Tool conditions need to
be described including Terms of Use.
Pricing variables: Need to be detailed
providing visibility on the pricing impact
for e.g. outside normal working hours,
to the hourly rate.
Charges Format
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/draftrfq-tman/
Microsoft Office
Excel Worksheet
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.]
DM7-184816
Page 23
DM7-184816
No.
Additional requirements
1
[Insert]
Page 24
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
1
Commencement Date of the
Contract
2
Initial Term for the Contract
Deed Clause
Reference
clause 3.4
Annexure 1
(Glossary)
clause 3.4
clause 3.5
3
Option Period for the Contract
Annexure 1
(Glossary)
Details
[Insert date the Contract is due to
commence e.g. dd/mm/yy otherwise
insert 'on execution']
[Insert period of time for which the
Contract will run prior to any
extensions]
[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
DM7-184816
[See Section 1- Statement of
Requirement of this RFQ]
Page 25
2.
Specific Contract Terms
Item
Number
1
Description
Standards and Codes
Clause
Reference
Details
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]
[Specify if the Agency will own the
Intellectual Property Rights in New
Material that is Software. If not,
specify ‘as per clause 31.2'.
5
Ownership of IPR in New
Material that is Software
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.]
[If necessary insert any additional
insurance requirements above those in
the Deed the Agency requires from the
Panellist.
6
DM7-184816
Insurance
clause 35.1
For example;
(a)
$xx million per claim public
liability
(b)
$xx per claim professional
indemnity or errors and
omissions.]
Page 26
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]
[Specify the accommodation, facilities,
equipment etc to be provided by the
Agency under clause 24.1]
10
Provision of Facilities
11
Transition Requirements
12
Additional Requirements
DM7-184816
clause 24.1
Clause 32.2
[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']
[Insert details of any transition
requirements that the Agency will
provide to the Panellist]
[See item 10 of Section 1- Statement
of Requirement of this RFQ]
Page 27
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:
2.
(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).
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 28
Capability Group
Products and
services to
which the
Capability
Group applies
Competency
Category
R1 - Requirements
Analysis Design and
Specification of
Telecommunications
Services
Foundation
R2 - Consolidated
Telecommunications
Help Desk Support
Services
Foundation
R3 - Consolidated
Service Level
Management
Foundation
Hourly Rate per
Competency
Category
(exclusive of
GST) AUD $
Total
Hours
Total
Total
(exclusive
GST)
(inclusive
GST)
AUD $
AUD $
Practitioner
Expert
Practitioner
Expert
Practitioner
Expert
R4 - Consolidated
Telecommunications
Billing and Inventory
Management
Foundation
R5 - Contract
Management
Activities
Foundation
Practitioner
Expert
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 29
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).
Percentage % of Pass-through Margin
applied
Pass-through Items and Cost Price
[Insert]
5.
[Insert]
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 $
[Insert]
6.
Percentage (%) Discount
[Insert]
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 $
[Insert]
7.
[Insert]
Ongoing Price
(Exclusive of GST) AUD
$
[Insert]
TOTAL (Inclusive of
GST)
[Insert]
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
[Insert]
8.
Maximum Charges (ex GST)
AUD $
[Insert]
Total (Inclusive of GST) AUD
$
[Insert]
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 30
Key Personnel
Role/Task
[Insert]
9.
[Insert]
Contractor Confidential Information
Please specify any information which may be considered by [insert agency] as confidential to the
Panellist under the Contract.
Item
1
Description of Information
[Insert]
DM7-184816
Reason for confidentiality (having regard to
Finance/ANAO Guidelines)
[Insert]
Page 31
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 32
Attachment A – Description of the Capability
Groups
Capability Groups
R1
Requirements analysis,
design and specification of
telecommunications
services
R2
Consolidated
Telecommunications help
desk support services
R3
Consolidated service level
management
R4
Consolidated
telecommunications billing
and inventory management
R5
Contract Management
DM7-184816
Description
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.
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.
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.
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.
Liaison activities on behalf of the agency with other vendors and
providers, single point of contact for multi-carrier management, dispute
Page 33
Activities
R6
Enhanced Operations
Management
R7
Specialist Advisory
R8
Support Activities
DM7-184816
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.
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.
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.
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.
Page 34