2016-09-06 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                               6 SEPTEMBER 2016


4.    Portion B – Managed Unified Communications Services.

This portion of the Contract provides telephony services, teleconferencing, video conferencing
and instant messaging.

Nexon Asia Pacific scored the highest in the evaluation of submissions, and additionally provides
Council with the least disruptive option for staff with the least change involved.

Nexon has provided these services since December 2013 with the Microsoft Lync 2013 solution,
with satisfactory resolution of issues. The support from Nexon for the managed unified
communication service system has been both expert and reliable.

Nexon Asia Pacific is the preferred contractor for Portion B – Managed Unified Communications
Services.

5.    Portion C – Managed Call Centre System.

This portion of the Contract provides the call centre software used by customer service staff. The
call centre system is a critical system for the delivery of front line customer service activities. It
includes:
 delivering recorded messages;
 interactive menus when calling Council;
 recording the types of calls to Council; and
 reporting and statistics on customer interactions.

Both submissions to Portion C were deemed to be not advantageous to Council. The Nexon
response uses the current call centre provided by Nexon that has had past reliability issues. The
Queensland Computer solution has a separate customer chat system and requires replacement
of the telephony solution used by customer service staff that will require significant retraining in
systems and processes.

It is recommended that portion C not be awarded.

Additionally, it is recommended that:
1. The ICT Manager and Customer Service Co-ordinator obtain quotes and evaluate
   submissions on alternatives, including consultation with other Councils on their call centre
   systems; and
2. The successful Contractor for managed call centre systems be required to successfully
   integrate the call centre system with the Council’s managed unified communications solution
   including testing and sign-off by Council.

Nexon will continue to provide the ongoing service for the existing call centre system whilst an
alternative is being procured.

6.    Portion D – Managed Network

This portion of the Contract provides telecommunication services linking Council offices, internet
access for staff and management of network devices.

This portion does not include unmanaged mobile telecommunications and public internet
services provided under contract by Telstra. A future tender will be sought for unmanaged mobile
telecommunications and public internet services.



                                                                                      Page 37 of 47