NDIA seeks new workforce management solution for call centre operations

The National Disability Insurance Agency (NDIA) has issued a tender for a new workforce management solution to replace its current Playvox system for the National Call Centre and ICT Service Desk teams.

In the tender, NDIA outlines its requirements for a flexible and effective system that addresses issues with the existing platform, particularly around reporting, usability and accessibility.

The tender emphasises strict accessibility compliance, with requirements for the solution to meet Web Content Accessiblity Guidelines (WCAG )2.0 AA mid-tier standards at minimum.

Any system must comply with accessibility standards such as AS EN 301.549 or equivalent as well.

Key requirements include allowing agents to access the system through mobile or non-agency devices, providing self-service functionality for shift preferences and schedules, and maintaining full audit logs of user changes.

NDIA specifically seeks forecasting capabilities to predict omni-channel volumes and workloads, along with comprehensive historical reporting functions to support operational planning.

Technical integration with existing agency systems, including Single Sign On (SSO) and the Amazon Web Services Connect cloud based contact centre solution, forms an essential component of the tender specifications.

Disaster recovery and business continuity planning are also required by the tenderer.

The successful vendor will be responsible for delivery and installation services, ongoing support, and comprehensive training programs, including train-the-trainer sessions and educational materials.

During implementation, the vendor must attend regular project meetings, including thrice-weekly solution implementation standups during the deployment phase and weekly project progress updates until the system achieves full acceptance.

Service level requirements will be negotiated with the preferred tenderer, with respondents invited to propose their own service levels for resolving system defects.

NDIA has structured the delivery into three key milestones: system implementation and deployment, ongoing support services, and training services.

The agency has set a timeframe for delivery of three years, starting in August 2025.

Closing date and time for the tender is April 22, 3 pm ACT local time.