Integrated Transport Information Service (ITIS) - MOT-ITIS2009/01

The NSW Ministry of Transport provides a range of Integrated Transport Information Services (ITIS) to the public. These services are accessed via the 131500 call centre and the www.131500.com.au web site as well as other transport agencies’ web sites. The call centre and web site services have been provided under an outsourced services contract which will terminate on 30 June 2010.

Stakeholders in the ITIS service include Ministry of Transport, RailCorp, STA, Sydney Ferries and Private Bus Operators.

This RFT calls for proposals from suitably qualified product and service providers to ensure the continuity of the current services to the public, and to provide a platform for implementing the next generation of Integrated Transport Information Services for the people of NSW.

This RFT includes continuity of the existing information services to be transitioned from the present contract. Key monthly figures are:

• 180,000 calls answered, over a range of information and customer feedback call types

• 500,000+ website visits

• 70,000 IVR calls resolved

• 1,500 email responses

Further development of the service is required to:

• Improve telephone and internet services, and introduce new delivery channels

• Improve information for people from non-English speaking backgrounds, people with disabilities and the aged

• access real time information

·      include other transport modes and expand the geographical coverage

·      Improve facilities to manage customer feedback drive down the cost of service provision

NSW Regions: Central West, Far West, Hunter, Illawarra, Mid North Coast, Murray, Murrumbidgee, Northern, North Western, Richmond Tweed, South Eastern, Sydney

Open Tenders - An invitation to tender by public advertisement with no restriction placed on who may tender. Tenderers will normally be required to demonstrate in their tender that they have the necessary skills, resources, experience, financial capacity, and in some cases licences, accreditations, etc., to fulfil the tender requirements.

MOT_ITIS2009_01_SummaryFile_ViewOnly.pdf ( 4.89 MB)

http://www.131500.com.au

A tenderer briefing will be held on Thursday 19 February, 2009 at 10am. Full details of the meeting and prior arrangments may be found in Part B of the RFT documents, clause 4.2 [Note new location as per Addendum No. 1 issued 13/2/09]

Obtaining the RFT:

There is a full electronic copy of this RFT available for viewing or downloading.

This Web Site - To download click on the blue Download a Soft Copy Free link at the bottom of this page, & follow the on screen instructions

For downloaded RFT - Software Requirements:

You may require the following software:

* Adobe ® Acrobat ® 70

 * Winzip ® 7.0

 * Microsoft ® Word 2003 or more recent) or equivalent

Additional files and documents may also be provided during the tender period for information purposes only.

In adition any addenda issued will be through this web site - with notification emails to those who have downloaded the RFT documents and are thus participating.  A Summary File is available in non-printable pdf for viewing prior to participation.

Lodgement:

Tenders are to be lodged to this tender web site https://tenders.nsw.gov.au – locate this RFT web page and go to the blue Lodge a Response link at the bottom of the page, and follow the on-screen instructions