As part of its Strategy 2030, Barwon Water Group is seeking to enhance and secure the technology and processes needed to deliver upon its Strategy 2030 outcomes. To this end, Barwon Water Group has identified Customer Experience as a key enabler of the delivery of its Strategy 2030 outcomes of "trust, value and affordability" and "innovative, reliable services". To achieve this outcome, Barwon Water Group is seeking to improve the efficiency and effectiveness of its Customer Experience capabilities enabling Barwon Water to improve customer engagement and experience (the Project). To support and facilitate the Project, Barwon Water Group requires the services of a system integrator to help implement a Customer Experience system covering the Customer Experience workstream (as described in further detail in Part C (Scope of Services) to deliver the Project, including the provision of ongoing 'Hypercare Support' and 'Support Services'.

Customer Experience Systems Integrator

• Select a partner capable of delivering solution design and implementation services;
• Select a partner capable of providing ongoing maintenance, support, and enabling services for the procured systems;
• Select a strategic partner with experience in providing the above services; and
• Identify the most efficient and prudent approach to solution design.

BWG is seeking to enable implementation of:

• A Customer Relationship Management (CRM) Solution which;
• Centralises BWG customer information in a single solution to support management across the entire customer and stakeholder lifecycle, including interactions, services, and engagement across preferred channels.
• Enables automated workflows, supports sales and marketing activities, and provides access to data for a 360-degree view of customers.
• Manages customer segmentation, event management, and integrate with external solutions while allowing agents to view water usage data from both Mechanical and Smart Meters.
• A Contact Centre Solution which provides;
• A single platform for BWG Contact Centre teams to manage and engage customers via phone calls, SMS, emails and web chats and track and store the interaction history against the customer record in CRM (i.e. call recordings),
• Tools and reporting to manage Contact Centre scheduling and performance, including number of customer in queue/on hold, customer satisfaction, first call resolution rate, missed calls, agent performance
• A Customer Portal Solution, delivering;
• Self-service capabilities generally required by customers of a water business
• Ability to monitor water usage through from mechanical and Smart Meters
• Ability to integrate to external and third party solutions, including potential Smart Network systems.
• System modules to support the Customer Experience requirements of BWG’s Smart Networks Program.

To enable the implementation of these capabilities, BWG is seeking the following from respondents:

• Implementation services (design, configuration, workflows, etc.);
• End-to-end testing;
• Release management;
• Data migration;
• Hypercare and warranty;
• Solution training; and
• Ongoing support and maintenance services. 

For further information:

Contact: Eddy Moh, Sourcing lead

Email: buniya-procurement@barwonwater.vic.gov.au