Closed ATM View - NOT/SEG/BSTP/2024/1C
Industry Update for the Base Services Transformation Program – Base Services Contact Centre
Department of Defence provides this updated Notice to Industry in regard to the Base Services Contact Centre (BSCC), as part of the Base Services Transformation (BST) Program (refer previous notice NOT/SEG/BSTP/2024/1B). Defence is planning to commence a single stage, open tender process in the latter half of 2024. This proposed RFT is not part of the original RFP/SEG/BSTP/2022/01 issued under the Base Services Transformation program. Tenderers shortlisted for another service package from the original RFP/SEG/BSTP/2022/01 may also tender for the upcoming BSCC service package.
Potential respondents should check AusTender for updates. All official information about the proposed tender will be published on AusTender in accordance with the Commonwealth Procurement Rules – potential respondents should not rely on information from other sources.
All questions in relation to this notice are to be emailed to the Base Services Transformation Contact Officer bst.contactofficer@defence.gov.au.
More information on the Base Services Transformation Program is available on https://www.defence.gov.au/business-industry/industry-capability-programs/base-services-transformation-program
About Base Services:
The Security and Estate Group, in partnership with Australian industry, work as a team of teams to deliver essential Defence base services to support Defence personnel to live, work and train. The Base Services Transformation program will encompass all of the Defence estate, including 70 major bases, 100-plus training ranges, more than 1000 leased or owned properties, and 30,000 built assets. Base services include cleaning, resource recovery and waste management land management, hospitality and catering, transport, base security and estate maintenance services. Defence is designing the next generation of contracts through the Base Services Transformation (BST) Program, which are expected to commence transition in early 2025.
The two guiding themes of BST are:
• ‘Making Defence Life Like Community Life’ by: focusing on modernising the service offerings available to the Defence Personnel; providing modern and contemporary services and customer experiences consistent with what is broadly available to the community today, and in the future; and helping Defence Personnel and their families transition into and between Defence Sites.
• Adopting ‘Digitally-Centric’ methods to: improve customer interaction by leveraging smarter systems for Defence Personnel to engage with Security and Estate Group and its Industry Partners; encourage digital service augmentation to enhance the quality, effectiveness and efficiency for both access to and the delivery of Base Services.
Base Services Contact Centre Package:
The Base Services Contact Centre will be the primary contact point for all Base Services delivered across the Defence Estate. The Base Services Contact Centre will be required to operate 24/7 and will be key to delivering on and improving the overall Defence customer experience when engaging with Base Services. The Base Services Contact Centre will be responsible for managing multiple communication channels, receiving, recording, triaging and referring customer requests for Base Services as well as monitoring the progress of Base Services requests. It will also be responsible for collecting feedback from customers in relation to the delivery of Base Services across the Defence Enterprise. In 2023, the current contact centres received call volumes ranging from 10,000 to 15,000 per month. The Base Services Contact Centre will need to be scalable to meet both current and future contact centre demands. Approximately 70% of all service requests raised are associated with facilities maintenance (Estate Upkeep a service within our future Property & Asset Services service package).
Not applicable.
To be advised in RFT Documents once published on AusTender.
To be confirmed in the RFT Documents.
Not applicable.