Simple keyword search and advanced search
close
or

Sydney Trains & NSW Trains / Sydney Trains Customer Experience Management Program (CXMP) - WS1982737643

RFT ID WS1982737643
RFT Type Open Tenders
Published 20-Apr-2020
Closes 25-May-2020 2:00pm
Category (based on UNSPSC)
80141500 - Market research
Agency Sydney Trains


Contact Person
Procurement Support Services
Phone: 133 877
tss.procurement@transport.nsw.gov.au

Tender Details

This tender is for a market research (Field Services) provider to conduct surveys and assessments and an enabling SaaS (Software as a Services) technology platform (Interface) provider in the context of the Sydney Trains and NSW TrainLink Customer Experience Management Program (CXMP). The Request for Tender is for two separable portions (SP): 

1)         SP 1 – Field Services: 

a.         Package 1, Sydney Trains Locations and  

b.         Package 2, NSW Trains Locations 

Field Services personnel will be provided and managed in accordance with sampling and business rules to capture data and raise alerts in a live customer service environment over a wide geographic area using a combination of Customer Sentiment Surveys, Service Quality Assessments and Mystery Shops as a way of measuring customer experience. 

2) SP 2 – Interface (SaaS) platform for the capture of data and alerts by Field Service personnel and making it available through portal functionality and data exchange.

 

 

Sydney Trains and NSW TrainLink are seeking a Field Services provider and a Software provider (Software as a Services – SaaS) for Interface Platform in the context of the Customer Experience Management Program (CXMP). 

The Request for Tender is for two separable portions (SP): 

1)           SP 1 – Field Services:  

a.           Package 1, Sydney Trains Locations and  

b.           Package 2, NSW Trains Locations

Field Services are required to capture data in a live customer service environment over a wide geographic area using a combination of Customer Sentiment Surveys, Service Quality Audits and Mystery Shops as a way of measuring customer experience. 

2)        SP2 – Interface (Desktop Platform) 

A Software provider (Software as a Services –SaaS) is required to provide a CXMP Interface (Desktop platform) for the collection and provision of data and alerts generated by Field Service. 

Tenderers are invited to respond to either one or both Separable Portions (SP1 & SP2) and within SP1 (Field Services), either one or both Packages; Sydney Trains (P1) and NSW TrainLink locations (P2).

Location

NSW Regions: Cumberland/Prospect, Nepean, Northern Sydney, Inner West, South East Sydney, South West Sydney

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.

This tender opportunity is not expected to lead to the award of a contract, or the award details will be advertised elsewhere. Please telephone or email the contact officer for details


Additional Details / Instructions

In order to gain access to the Request for Tender documents, Tenderers are required to register their interest by sending an email to tss.bidder@transport.nsw.gov.au and include the following information:

1) Event Title, 2) Notice  ID , 3) Organisation Name, 4) ACN/ ABN, 5) Contact Name,
6) Organisation/Contact Postal Address, 7) Contact Email Address (preferably an email address with the contact person's name), 8) Contact Phone No 

To gain access to the tender documents in Ariba over the internet once access is provided; please ensure that you are using Windows PC with web browser:

  • Google Chrome 54+ (64-bit)
  • Microsoft Internet Explorer 7-11 (32-bit)
  • Mozilla Firefox 24 or 27 (ESR)
  • Safari 9+ (64-bit)
  • Microsoft Edge (32-bit)

 

Conditions for Participation

Participation in on-line tender briefing on 7th May 2020

 


Multi Agency Access

No