Ambulance Victoria is seeking to contract with a service provider to provide full business process outsourced services for the operation of the AV Membership Scheme in the form of:

The service provision being sought comprises:

• Contact centre and customer management.
• CRM and supporting systems provision.
• Financial transactions, processes, and reporting; and
• Document management and mail house services.

AV requires a single contractor to manage and deliver the services. This may be:

1. One company operating an “end to end” complete service solution or,
2. A consortium providing one primary contract management function, with different provider(s) for the Component Services.

It is expected that the contractor will provide one senior account manager as a communication point for all issues relating to the Scheme, other services, and the Agreement.

From the Tendering Process AV proposes to appoint a Contractor for an initial contract term of 5 years with an option for further extension by AV of up to 3 years.

The Service Commencement Date of the proposed contract is 1 October 2025 with transition activities expected to commence from January 2025 in order to be service ready by 24 September 2025.

Mandatory Industry Briefing

A briefing session will be held at AV Capability Hub - Auditorium, Victoria University Campus, Sunshine, VIC, Australia, 3020 on 1 May 2024 02:00 pm.

Attendance at the briefing is a pre-requisite to submission and consideration of a bid.

Registration closes on 26 April 2024 05:00 pm