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Customer Service / ServiceNow Implementation Services - DICT/7337

RFT Type Open Tenders
Published 7-Sep-2021
Closes 5-Oct-2021 12:30pm
Covered Procurement Yes
Category (based on UNSPSC)
81160000 - Information Technology Service Delivery
Agency Department of Customer Service

Agency Address
McKell Building
Rawson Place
Sydney NSW 2000

Contact Person
Lindsay Gordon-Smith
Phone: +61 2 4321 4057

Tender Details

The purpose of this engagement is for a suitably skilled ServiceNow delivery partner to:

  • Implement a single user friendly and intuitive front door for staff to access Corporate Services, providing a superior customer and staff experience
  • Provide a seamless experience for cross-functional processes including onboarding and procurement that traverse multiple systems and teams. It is assumed that multiple system integrations will be required for these experiences to be seamless
  • Utilise Agile methodology to ensure the experience is iteratively improved for our staff
  • Improve the current self-service and knowledge management functions and uplift the Virtual Agent capability
  • Train Corporate Services staff using train-the-trainer methodology and manage end to end testing


Refer to Additional Details / Instructions

RFT Type

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.

Additional Details / Instructions

Respondent Briefing session with be held on 14 Septmeber 2021.

Please See Part A for details for registering

Address for Lodgement

All lodgement is through eTendering

Covered Procurement Details

  • The Procurement (Enforceable Procurement Provisions) Direction 2019 applies to this procurement
  • A government agency may conduct negotiations with suppliers regarding the procurement

Conditions for Participation

Vendors must be registered as an Advanced Supplier under the NSW ICT SErvices Scheme and satisfy the stated mandatory criteria as listed within Part A

Multi Agency Access