Purpose of this Notice:

Valuer-General Victoria (VGV) operates within the Land Use Victoria division of the Department of Environment, Land, Water and Planning (DELWP). VGV is responsible for the provision of valuations for government property transactions for the whole of Victorian government and the certification of municipal valuations. VGV provides professional valuation expertise to and on behalf of Government.

VGV is looking to implement a commercial-off-the-shelf Customer Relationship Management (CRM) solution as part of a program of work to fully digitise its service delivery request management business processes, including its valuation, audit and certification work.

The Department currently supports Salesforce and Microsoft Dynamics 365 as approved CRM system solutions.

The opportunity to tender for this work will be provided via an open Request for Tender (RFT). The RFT is expected to be issued in mid August 2020 at https://www.tenders.vic.gov.au/tender/search?preset=open

It is planned that the tender will remain open for 4 weeks. The Question and Answer period will be completed one week prior to the close of the RFT.

Background

VGV provides professional valuation expertise to and on behalf of the Victorian State Government. This expertise is relied on by the Government and its agencies and is critical in the overall property transaction process overseen by the Victorian Government Land Monitor (VGLM). Probity and independence are the key principles underpinning the role of the Valuer-General. These are achieved through the provision of independent instructions and a process that ensures the requesting Government Agency is at ‘arm’s length’ from a property valuation.

VGV’s role is to oversee all valuations as requested by various Victorian state government agencies – including the State Revenue Office (SRO) and the Department of Treasury and Finance (DTF) – for any potential sale, purchase, transfer, lease, or compulsory acquisition of property they are involved with, and to meet their financial (asset) reporting requirements.

VGV is also the Valuation Authority for 75 of the 79 Victorian Local Government Authorities (LGAs) – i.e. municipal city councils, rural cities, and regional shires – to ensure equity in the annual calculation property-based council rates, levies, land tax, etc. by Rating Authorities.

VGV conducts some valuation and related services through its in-house field and specialist valuer teams for government valuations, and statistics and mapping team for rating authority valuations. It also outsources some valuations to a panel of contract valuation firms to utilise specialist skills and resources of the private-sector valuation industry and allied disciplines.

At all times, VGV maintains strategic control of the process by supervising and certifying all valuations for government agencies, and audits for rating authority valuations.

VGV is continually striving to improve the quality of valuations in Victoria by using the latest technological advancements and ensuring valuations, audits and certifications are conducted in accordance with accepted industry standards and its own Valuation Best Practices. All business processes are carried out in accordance with the VGV Quality Management System, which is certified under ISO 9001:2015.

Context

Ultimately, the Going Digital Project (Stage 2 – CRM System Implementation) is about VGV working with its key stakeholders and external service providers to assist the organisation in realising business benefits by achieving the following stated objectives:

• Greater customer satisfaction and request fulfilment effectiveness

• Improved valuation supplier support and transaction efficiency

• Minimised transfer of documentation between valuation contributors

• Better searchability for internal records management

The Opportunity

In summary, a phased CRM system implementation is required to deliver:

• a single, secure, and centralised electronic information management system, which will replace disparate legacy databases to enable the digitisation of VGV’s request case management (valuation, audit, certification and other) business processes

• a multi-channel communication solution to engage with external stakeholders for broadcast notifications, event/meeting management, and to maintain up-to-date customer delegated authorisations or panel supplier professional qualifications

• a work management solution to coordinate in-house professional services team resources via direct job allocation, or queuing of pooled resources, to request cases

• a templated document-generation capability using Microsoft Office 365 applications

• a configurable service delivery portal, which extends a limited subset of CRM system functionality, to external users (customers and suppliers), via common web browsers on mobile and computer devices, with appropriately restricted access such that customer agencies can create, modify, and view only their own requests, and suppliers can accept, contribute, and view only jobs allocated to their firm.

• integration with a stand-alone VGV web domain for external user access

• the capability for VGV field staff to work remotely with the CRM system on mobile devices to capture notes, images, other documentation, and advance case progress

• integration with a centralised VGV SharePoint-based document management system for storage of case-related supporting documentation, correspondence, and reports

• integration with Microsoft Outlook and Teams for initiating, capturing, and maintaining a history of all communications, emails, events, and to operate the CRM syste