Tender Details
Rural Assistance Authority is procuring professional services in the form of resources and expertise in human-centred design, service design, Finance / expense management, enterprise architecture, user experience design and digital software design, development, and delivery.
These professional services will research, design, prototype and test a digital solution that will enable step change to RAA’s Service Transformation.
The professional services will utilise a human-centred design and agile project delivery approach will be taken to deliver a contemporary, customer-centred and future-proofed solution. The project will be structured across three phases: (1) Discovery, (2) Alpha, (3) Beta. Further details on these phases are available in the NSW Digital Service Toolkit.
The solution will be an integrated, digitally enabled disaster response and assistance service that:
•enables primary producers to access assistance easily through a single RAA portal and receive emergency advice in advance of a forecast natural disaster;
•supports real-time reporting and aggregation of damage estimates leading to more accurate assessments and on-the-ground validation of producer needs; and
•ensures delivery of more targeted assistance from RAA and supporting agencies.
A digitally enabled pathway that leverages data, analytics and artificial intelligence will enable interoperability and data sharing across Department of Regional NSW (DRNSW, cluster agency including DPI and LLS) and government more broadly to support delivery of well-designed assistance programs for the greatest benefit for customers and NSW Government.
Our goal is for RAA to anticipate service needs and deliver ahead of time, support rapid triage and actioning of on-the-ground support by DPI and LLS, and will ensure producers need only ‘Tell Government once’. Following an event, data will be captured in real-time, aggregated, assessed and the right assistance provided quickly and easily.
This solution will include a single digital customer data source that allows customer to view, reuse and update application and financial information while giving staff a 360-degree view of customers to allow for better customer service and allowing quicker and more tailored support.
The solution will be built and/or integrated with the RAA’s existing Salesforce CRM, and loans and grant management system SAP S/4HANA.
Work to date:
The project builds on customer research recently undertaken by RAA, including:
•RAA experience vision
•Personas
•Current experience and process maps including prioritized gap analysis that quantifies pain points to feed into solution design and prototypes
•Blueprint of Customer journeys both current state and future state service that addresses above identified pain points
•Market scan of potentially relevant solutions for the future state blueprint that addresses the challenges identified in the Problem Space
Relevant artefacts are included as an addendum to this RFQ
Project benefits:
Outcome 1: For NSW primary producers: (short term) spend less time manually entering personal and business information, and manually going between points of contact for loan and grant applications; reducing errors and fraud; (medium term) interacting with RAA and supporting agencies in a more efficient, smooth interaction.
Outcome 2: For NSW primary industry sector and individual producers: improved awareness and understanding of support program eligibility; industry representative bodies have greater awareness of impact of natural disaster/emergency events and efficacy of RAA program delivery
Outcome 3: For NSW Government: improved collaboration and coordination between agencies in support of NSW primary producers; improved program design and delivery, supported by more efficient allocation of resources, assessment and processing of applications, and disbursement of funds."
Location
RFT Type
Related Records
- Contract Award Notices:
- P23-5464 FlowBuilders Pty Ltd
Additional Details / Instructions
Briefing session details: -
Location - Online Microsoft Teams Webinar
Time - Tues, 23rd August 2022, 10am
Register for online teams webinar here.
Address for Lodgement
Conditions for Participation
MANDATORY - Must be compliant to ICT Services Scheme SCM0020 - M02 Custom Application Development including delivery 'as a service'.