NSW govt seeks experience management platform for digital transformation

The New South Wales government has issued a tender for a comprehensive cloud-based experience management solution that will serve all state agencies and their employees.

Procurement lead agency, the Department of Customer Service (DCS), is asking for the solution to be a software-as-a-service platform that will collect and analyse feedback from residents and government workers across multiple touchpoints.

Government Technology Platforms (GTP), which sits within Digital.NSW, will manage the contract on behalf of all NSW government agencies.

An experience management cloud service must be a comprehensive technology which allows for collecting feedback and data at various touchpoints, journeys and/or channels when customers and employees interact with a government service or product.

The solution must support both customer experience (CX) and employee experience (EX) programs, enabling agencies to use it as a self-service platform for designing and delivering digital services.

Key requirements include single sign-on capabilities, multi-factor authentication, omni-channel survey distribution, artificial intelligence and machine learning features, and speech and text analytics including sentiment analysis.

The platform must achieve 99.5 per cent uptime availability and provide 24/7 support for critical production systems.

Response times for mission-critical issues must be within 30 minutes, with resolution required within four hours.

Security and privacy compliance forms a crucial component of the tender requirements.

The successful supplier must maintain ISO27001 certification, SOC 2 [Service Organisation Control 2] for data security compliance, and adhere to NSW government cyber security policies.

The tender also requires compliance with the latest Web Content Accessibility Guidelines (WCAG) standards and submission of annual compliance certificates for various security frameworks.

Suppliers must provide a licensing model that allows any NSW government department or agency to access the platform, incorporating economies of scale through tiered rate discounts.

A commercial model must include transparent pricing for platform licences, hosting, cloud support services and professional services.

The tender documents outline specific transition requirements, including a transition-in plan to be submitted within 30 days of contract commencement.

Data migration and platform transition plans must clearly articulate the strategy for transferring data between platforms.

Professional services deliverables include general platform training resources and experience management platform certifications covering various levels of competency.

The supplier will be required to submit quarterly reports on service availability, support ticket resolution times, and governance framework metrics including product roadmap insights and licence consumption forecasts.

Service commencement is scheduled for September 2025, for the platform that is expected to transform how NSW government agencies collect and respond to citizen and employee feedback.

Closing date for the tender is June 30 this year; the estimated decision date is September 1.