The Queensland Ambulance Service has a Triple Zero (000) telephone and contact centre platform, handling over 1 million emergency and non-emergency calls per year and operating from multiple locations.
QAS is seeking Expressions of Interest (EOI) to procure a new telephony and contact centre system to replace the existing, end-of-life components and transition to an ‘As-a-Service’ model.
The new system must:
- Improve business continuity with updated HA and DR capabilities.
- Enhance SLA availability from 99.9% to 99.999%.
- Improve functionality and integration with existing systems, including Telstra.
- Provide better functionality and visibility of calls from Telstra.
- Identify the next available QAS Emergency Medical Dispatcher (EMD).
- Offer more detailed Caller Line Identification (CLI) data.
- Integrate CLI data with the QAS CAD environment.
- Integrate with QAS Workforce Management (WFM) application.
- Automate log in/off for EMDs.
- Improve capability and status settings.
- Provide additional business and performance reporting.
- Support current and future business needs.
- Maintain supportability to an N-1 level.
Submissions will be evaluated based on:
- Company background and experience
- High-level solution approach
integration and scalability capabilities - Regulatory compliance and security
- Project approach
- Support and Service delivery model
- Innovation and Future proofing
- Pricing model
- Local business support
The closing time and date for responses will remain open until the 19 September 2024.
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