Railway Station Mudgee NSW Australia ( Roger OZ, Flickr)

The NSW Ministry of Transport provides a range of Integrated Transport Information Services (ITIS) to the public.
These services are accessed via the 131500 call centre and the www.131500.com.au web site as well as other transport agencies’ web sites.
The call centre and web site services have been provided under an outsourced services contract which will terminate on 30 June 2010. Stakeholders in the ITIS service include Ministry of Transport, RailCorp, STA, Sydney Ferries and Private Bus Operators.
This RFT calls for proposals from suitably qualified product and service providers to ensure the continuity of the current services to the public, and to provide a platform for implementing the next generation of Integrated Transport Information Services for the people of NSW. This RFT includes continuity of the existing information services to be transitioned from the present contract.
Key monthly figures are:
180,000 calls answered, over a range of information and customer feedback call types
500,000+ website visits
70,000 IVR calls resolved
1,500 email responses
Further development of the service is required to:

Improve telephone and internet services, and introduce new delivery channels
Improve information for people from non-English speaking backgrounds, people with disabilities and the aged
access real time information
include other transport modes and expand the geographical coverage ·
Improve facilities to manage customer feedback drive down the cost of service provision.

Contacts
Bernd Uhlmann, NSW Ministry of Transport
Telephone: +61 02 9268 2904
Fax: +61 02 9268 2274
E-mail: ITISProcurement@transport.nsw.gov.au

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