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
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.