Redesign the USI website and develop an Information Architecture Plan based on the user research and data analysis undertaken previously. The Information Architecture Plan will need to include website optimisation for mobile device usage and advice regarding the integration of virtual assistant and conversation interface technology.

Unique Student Identifier Office, Department of Education and Training

The Unique Student Identifier (USI) initiative was implemented in January 2015. Since then over 8 million USIs have been created by people undertaking vocational education and training. These USIs have been created via the USI website, USI Registry System Portals or Student Management Systems.

The USI Office currently provides contact centre services to a range of stakeholders including students, registered training organisations, employers and student management system developers.

Analysis of contact data has revealed changes with the types of contacts to the USI Office. Whilst the number of USIs created has plateaued, there are more contacts relating to managing USI accounts (eg forgotten USI / password), accessing training outcomes (transcripts) and training organisations needing to verify USI details.

User Research has been undertaken of the USI website to review usability as well as provide recommendations to improve content design and information architecture. The user research identified:

* what people are trying to achieve through their enquiries
* current experiences when accessing information digitally
* what other services are being used to get the required information
* difficulties experienced when interacting with usi.gov.au
* criteria that would enhance the value of usi.gov.au as a self-service option in preference to calling the contact centre

Indicative schedule for the contract:
Apr-May 2018 * evaluate and select supplier
21 May 2018 * initial meeting with selected supplier

It is expected the Discovery, Alpha, Beta and Live Phases will be completed by the end of this financial year (30 June 2018).