Services Australia has released a Request for Tender (RFT) seeking a social media management solution that will enhance the agency’s ability to monitor, engage, and respond to public communications across multiple channels. This initiative supports the agency’s broader goal of ensuring secure, timely, and efficient public engagement as it continues to expand its digital service offerings.

The successful supplier will be required to deliver a cloud-based Software-as-a-Service (SaaS) platform that provides real-time monitoring and reporting across major social media platforms. The platform must enable Services Australia to schedule and publish content, manage customer engagement, track analytics, and coordinate approvals, all within a secure, scalable system.

Core requirements include:

• Centralised social media dashboard capable of managing multiple accounts and teams.

• Real-time monitoring and sentiment analysis.

• Capability for tiered access, workflow approvals, and collaboration.

• Integration with analytics and reporting tools.

• Strong compliance, privacy, and security controls aligned with Australian Government standards.

The contract will be for an initial term of three years, with options to extend. Suppliers must demonstrate their capacity to meet the agency’s operational and technical needs and their experience delivering similar tools at scale.

Evaluation will be based on:

• Capability (fit for purpose and functionality),

• Capacity (qualified personnel and scalability),

• Relevant experience (proven performance delivering comparable services),

• Value for money (including both direct and indirect benefits).

Non-technical criteria include compliance with Australian Government procurement policies, including commitments to environmental sustainability, Indigenous engagement, and Australian economic benefit.

The closing time and date for responses will remain open until the 3rd of June 2025. 

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