One Stop Shop

Provision of a Multi-Channel Contact Centre Operations and Staff for the Government of Malta's One Stop Shop Service

  
The Government of Malta is committed to bring its services closer to citizens and service users.  A key delivery mechanism in attaining this goal is the introduction of a regional-based, Servizz.gov, One-Stop-Shop Unit service.  Critical to the success of the Servizz.gov, One-Stop-Shop Unit operation are the delivering multi-channel contact centre operations. Starting with the most frequently used services, the Servizz.gov, One-Stop-Shop Unit will aim to facilitate access to the full range of Government services, estimated to be approximately 1,600 services/forms.
 
In total, these services generate some 1.5 million individual requests per annum.  Some 84 forms generate 80% of this annual volume. These services are currently provided by 16 ministries (including the Office of the Prime Minister) and approximately 100 Departments and Government Entities.

CROs within the Servizz.gov, One-Stop-Shop Unit will provide the following services to the general public:

  • Initiate a service request order (paper-based or eGovernment-based, where this is possible);
  • Form downloading and filling;
  • Scheduling an appointment with a Department or Government Entity;
  • Reporting a problem;
  • Providing feedback (compliment, complaint or comment);
  • Paying a bill using card or cash;
  • Providing information;
  • Following up on the above with both service users and servicing Departments and Government Entities, as the case may be; and
  • Whether at the sites or at the Call Centre, working with supporting operating and information systems to ensure record-keeping, traceability, and accurate delivery of the above as directed by the Contracting Authority.

 

OVERALL OBJECTIVES

  • The overall objectives of the project of which this contract will be a part are as follows, to:
  • Establish a One-Stop-Shop Service for Citizens operation;


  • Develop complementary face-to-face, mail, Internet and Call Centre channels to provide simplified citizen access to public services;


  • Improve customer service and responsiveness (completeness, relevance, timeliness and accuracy) through high-end information systems and skilled workforce;


  • Support service growth in terms of users, repeat users, access to services, channels or locations, richness, reach, partnering Departments and Government Entities;


  • Leverage performance knowledge so as to provide the top management of the Maltese Public Administration with insights into continuous performance improvement in service delivery;


  • Act as a catalyst to support simplification, customer service improvement, quality management systems, eGovernment, and other aspects of Maltese Public Administration reform;


  • Improve the image and reputation of the Maltese Public Administration; and


  • Manage and make best use of allocated resources and funding.

Current Status

30th April 2015 - 12th June 2015 - Collection period of RFP

15th June 2015 - Submission of RFPs from Proponents.

10th July 2015 -  Evaluation of the RFPs

15th July 2015 - Announcement of successful​ Proponents (Centrecom Limited).

​31st July 2015 - Finalisation of negotiations with successful Proponents.

 
Timetable

30th April 2015 - 12th June 2015 - Collection period of RFP
 
15th June 2015 - Submission of RFPs from Proponents.

10th July 2015 -  Evaluation of the RFPs

15th July 2015 - Announcement of successful​ Proponents (Centrecom Limited).

​31st July 2015 - Finalisation of negotiations with successful Proponents.