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Customer Service / NSW Government Customer Experience Survey (CXS) - CDTD/26317

RFT Type Open Tenders
Published 4-Jun-2024
Closes 3-Jul-2024 2:00pm
Covered Procurement Yes
Category Professional Services (excl Consultancies)
Agency Customer Delivery & Transformation Division

Contact Person
Noelle Richardson
Phone: 0000000000

Tender Details

Since December 2021, DCS Customer Insights has run the NSW Government Customer Experience Survey (CXS). The outputs from the CXS have been widely used across the public sector to inform government decision-making, inform policy development, improve service design and delivery, and in reporting.

DCS’s key priority for this project: to continue delivering the CXS data monthly for stakeholders across the public sector.


Tenderer considerations: this project is a ‘field and tab’. The successful tenderer will only be required to do survey scripting, run online fieldwork, and deliver datafiles. The contract will be to deliver 36 monthly survey waves spanning approximately 3 years for NSW. With 3 annual survey dips of Victoria and Queensland jurisdictions.



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

Please upload the responses on Zip File

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

Professional Services (Field and Tab). Note: The successful Tenderer must register and qualify under the NSW Government Performance and Management Services Scheme (P&MS) (SCM0005) prior to the RFT closing date (29 June 2024)], as set out in Part 4 of this RFT.

Estimated Timeframe for Delivery

Tentative dates: Tender evaluation period = Jul to Aug 2024.

Contract executed = Sep 2024.

Transition period if applicable = Oct to Nov 2024.

Service commencement = Dec 2024

Multi Agency Access