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Brief on Market Sounding Exercise

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					                    Invitation to Market Sounding Exercise

                   Call Centre Services for the HKSAR Government


The Efficiency Unit (EU) of the Government of the Hong Kong Special
Administrative Region (HKSAR) is exploring the feasibility of using the private
sector in the provision and management of call centre facilities/services to meet
increasing demand and to improve existing service performance levels.

This Market Sounding Exercise is to ascertain market capability as well as the level
of interest to provide the requisite call centre services. In addition, we would also
like to obtain views and suggestions on operational requirements.

The information to be provided will help us better understand the market and
consider the way forward.     Views and suggestions will not be disclosed to third
parties or used for any other purpose.

Background information on the government call centre services is set out in the
Brief at Appendix I. We would like to invite participation in the exercise by
completing the Questionnaire at Appendix III.

If you are interested, please return the completed Questionnaire at Appendix III by
6 December 2005 via e-mail: ecftsang@eu.gov.hk or post it to -

               Mr. Edward Tsang
               Efficiency Unit
               14/F Hennessy Centre Road
               500 Hennessy Centre
               Causeway Bay
               Hong Kong

This exercise is not a pre-qualification exercise or the beginning of a procurement
process. Detailed proposal is therefore not required. Any submission in response to
this exercise does not constitute any contractual agreement between the respondent
and the HKSAR Government. Respondents should also note that the HKSAR
Government would not be responsible for any costs and expenses that may be
incurred in responding to this exercise.


Efficiency Unit
The HKSAR Government
November 2005
                                                                               Appendix I
                                                                                  P.1 of 4



                        Brief on Market Sounding Exercise

                    Call Centre Services for the HKSAR Government


                       THIS IS NOT A TENDERING EXERCISE


1.   Introduction


1.1. The Efficiency Unit (EU) of the Government of the Hong Kong Special
     Administrative Region (HKSAR) is exploring the feasibility of using the private
     sector in the provision and management of call centre facilities/services to meet
     increasing in demand and to improve existing service performance levels. This
     Marketing Sounding Exercise (the Exercise) aims to solicit market information to
     facilitate a decision to be made on this approach.


1.2. This document sets out the objectives of the Exercise, provides background
     information and outlines the scope of services to be provided by the prospective
     contractors.    It does not constitute the beginning of a service procurement process.
     Any submission received by EU in response to this exercise does not constitute any
     contractual agreement between the respondent and the HKSAR Government.



2.   Objective of the Market Sounding Exercise


2.1. The objectives of the Exercise are to obtain up-to-date information and feedback
     from private sector service providers on the following:

     (a)   Scope of private sector involvement in service provision;

     (b)   Capability of service providers in the provisioning of call centre
           facilities/services; and

     (c)   Operational and commercial arrangements under an outsourcing contract.
                                                                                     Appendix I
                                                                                        P. 2 of 4


3.    Background

3.1. The Government of the HKSAR set up an Integrated Call Centre (ICC) under the
        management of the EU in 2001. The Centre provides the general public 24 x 7
        one-stop enquiry services on behalf of 13 departments 1. The public can either dial
        “1823” or the respective departmental hotlines to make enquiries and lodge
        complaints in Cantonese, Putonghua and English.                It also provides specific
        enquiry services relating to promotions and campaigns undertaken by departments.
        For enquiries and complaints related to non-participating departments, ICC helps to
        identify the appropriate departments and offers contact information to callers.


3.2. The Centre employs some 200 staff and is supported by a sophisticated knowledge
        base. Presently, over 500 topics have been included in the database. Information
        is frequently updated to ensure data accuracy. It currently handles almost 2.5
        million phone calls as well as 360,000 email/fax annually.


3.3. The ICC operates through two sites, one at the Kowloon Government Offices
        (ICC1) and the other in a commercial building in Kwun Tong (ICC2).                A service
        provider is responsible for the provision of infrastructure and facilities management
        in ICC2.


3.4. Two separate application systems, Siebel & Michelle are installed in our ICC1 and
        ICC2 respectively. The two systems are linked so that calls can be flexibly managed
        between these two centres. This arrangement has enabled the two physical sites to
        form one virtual centre, which provides load balancing dynamically and mutual
        back up in the event of system failure or suspension of service at either centre.


4.    Possible Scope of Private Sector Service Provision

4.1. To meet the increase in service demand, EU is exploring the feasibility of
        increasing the private sector’s involvement in the delivery of government enquiry
                                                                                        Appendix I
                                                                                listed in
        services. The services that could be provided by the private sector are P. 3 of 4
        Appendix II.


1
    The 13 departments are Agriculture, Fisheries and Conservation Department, Architectural Services
    Department, Buildings Department, Civil Engineering and Development Department, Electrical and
    Mechanical Services Department, Food and Environmental Hygiene Department, Highways Department,
    Hongkong Post, Leisure and Cultural Services Department, Labour Department, Marine Department,
    Rating and Valuation Department and Transport Department.
4.2. We are open to suggestion on the inclusion of other enquiry related services or
      introduction of new technology and facilities, subject to costing and the
      acceptability to the stakeholders concerned.


4.3. We also welcome any innovative ideas to improve operational efficiency and the
      existing service performance levels.



5.   Approach to Market Sounding Exercise


5.1. This    Market    Sounding    Exercise     is   published   on   the   EU’s   website
      (http://www.info.gov.hk/eu), invitations and notices have been sent to a list of
      service providers and chambers of commerce in Hong Kong/other relevant parties.
      Interested parties who wish to take part in the Exercise should respond to the
      questions listed in Appendix III.


5.2. In responding, interested parties should recognize that detailed and lengthy
      submissions are not necessary at this stage. Nonetheless, we welcome pertinent
      information on your company’s capability and views on applying a private sector
      approach to the provisioning of call centre facilities/services to meet public demand.


5.3. Respondent’s views will not be individually identified or revealed to third parties.
      Information gathered will be used to establish the most suitable approach to meet
      the operational and management needs of the government call centre service.       All
      information provided in this exercise will be treated in confidence and will NOT be
      considered in any future tender evaluation exercise.


5.4. If you have any enquiry on the Exercise, please contact Mr. Edward TSANG of EU
      at (852) 2165 7321 [e-mail: ecftsang@eu.gov.hk], or Miss Loretta YUEN of EU at
      (852) 2165 7265 [e-mail: lklyuen@eu.gov.hk].


5.5. This is NOT a tendering exercise.       Neither EU nor any respondent will be bound
      by responses to the Exercise.          Respondents should note that the HKSAR
      Government would not be responsible for any costs and expenses that may be
      incurred in the preparation of the necessary information and materials.
                                                                            Appendix I
                                                                              P. 4 of 4



5.6. While the intellectual property rights of the response to this Exercise will remain
     the property of the respondent, the Government shall have the right to copy, modify
     and do anything necessary to all materials submitted by the respondents in
     connection with the Exercise.




                                       - END -
                                                                             Appendix II
                                                                                 P. 1 of 2




                      Possible Scope of Service Provision

(A) Core services


    1.   Provision of accommodation and related facilities management, including -
         (i)      Normal office environment with property management services for
                  staff deployed to work in the call centre.


    2.   Provision and maintenance of systems and infrastructure, including -
         (i)      Support to both inbound and outbound calls and handling of e-mail,
                  faxes and letters
         (ii)     Maintenance of Interactive Voice Response Systems for client
                  departments
         (iii)    Systems that support call queuing, call routing, script-driven
                  workflow, call logging and screen capture
         (iv)     Applications, operating systems and infrastructure which are
                  compatible with either the Siebel or Michelle system
         (v)      Workforce management system
         (vi)     Performance management system
         (vii)    Generation of management information reports
         (viii)   Web Case Information System for maintaining case details and
                  communication between the call centre and client departments
         (ix)     Maintenance of smooth operation of the systems and infrastructure
                  with a serviceability level at 99.5%.


    3.   Provision of call centre staff to handle enquiries and complaints, including –
         (i)      Recruitment and selection of agents, supervisors and managers
         (ii)     Provision of system training, customer skills and knowledge training
         (iii)    Supporting three languages (Cantonese, Putonghua and English)
         (iv)     Operating round-the-clock with multi-channels access through
                  telephone, email, web, fax and letter
         (v)      Case logging for unresolved enquiries, complaints and suggestions
         (vi)     Voice logging for all incoming and outgoing calls
         (vii)    Processing any other service requests from departments
                                                                              Appendix II
                                                                                  P. 2 of 2


    4.   Quality assurance of service delivery, including -
         (i)     Sample call monitoring
         (ii)    Provision of quality assurance officers to calibrate assessment standard
         (iii)   External customer satisfaction survey
         (iv)    Regular analysis of unresolved enquiries and misassigned cases


(B) Support Services


    1.   Maintaining close liaison with EU and client departments on day-to-day
         operational matters

    2.   Assigning liaison officers to hold regular liaison meetings with EU to monitor
         overall performance and delivery of a satisfactory service

    3.   Providing monthly management information reports


(C) Service Level

          1.     Telephone Service Factor: 80% of calls answered in 12 seconds
          2.     Abandoned rate: Less than 10%
          3.     First time resolution rate: Over 90%
          4.     Mis-assignment rate: Less than 5%
          5.     Voicemail: Over 90% of voicemails answered within 3 hours
          6.     Email/fax: Over 90% of inbound emails/faxes handled in 24 hours


(D) Future Demand


    1.   The provision of the core services and supporting services as specified in items
         (A) to (B) above should be scalable to cater for new demand.


    2.   The present call volume of the two call centres is around 200,000 calls per
         month. There are new government departments which will join the ICC within
         a year. The estimated call volume of these new departments is about 21,000
         calls per month.   We expect call volume to increase to about 500,000 calls per
         month in the next 5 years.


                                          - End -
                                                                             Appendix III
                                                                                P. 1 of 7

                                     RESTRICTED


           Market Sounding Exercise for Call Centre Services for HKSAR Government


Interested parties are requested to complete this form in FULL and return it by 6 December,
2005 to:
     Mr. Edward TSANG
     Efficiency Unit,
     14/F, Hennessy Centre,
     500 Hennessy Road,
     Hong Kong.
     E-mail: ecftsang@eu.gov.hk
Soft copy in MS Word 6.0 can be download from
Efficiency Unit’s website at: http://www.info.gov.hk/eu/



                         Part I         Company Background

1. Please provide information about your company by completing the proforma below
   and enclose a brochure of your company.

Company name :


Business nature :


Address :


Contact person :                              Position :


Telephone no :                                Fax no :

E-mail :                                      Company web site :



Completed and signed by :                    Name and position :




Date :
                                                                                  Appendix III
                                                                                     P. 2 of 7


Part II         Your Company’s Interest and Capability in Providing Call Centre Services

Please provide information on your company’s interest, capability and experience in
providing call centre services.

(A) Core Services


1.   Provision of Accommodation and Related Facilities Management
2. Provision and Maintenance of Systems and Infrastructure
a. Interest    Do you have interest in providing the above service?
                Yes
                No

                    If yes, what is your preference on operating scale?
                     Less than 50 seats
                     51– 100 seats
                     101 – 150 seats
                     151 – 200 seats
                     Over 200 seats
                     Other (please specify) ____________________

b.   Experience     Do you have experience in providing similar service?
                     Yes
                     No

                    If yes, what is the scale of service? *
                     Less than 50 seats
                     51– 100 seats
                     101 – 150 seats
                     151 – 200 seats
                     Over 200 seats
                    Other (please specify) ____________________

                    Please briefly describe the relevant experience (use separate sheet if
                    necessary).




                    If you have no experience in this area, please state how you would
                    provide the service.




                    -
* You may tick more than 1 option.
                                                                                Appendix III
                                                                                   P. 3 of 7



3.    Provision of Call Centre Staff to Handle Enquiries and Complaints
a. Interest        Do you have interest in providing the above service?
                    Yes
                    No

                    If yes, what is your preference on operating scale?
                     Less than 50 operators
                     51– 100 operators
                     101 – 150 operators
                     151 – 200 operators
                     Over 200 operators
                     Other (please specify) ____________________

b. Experience       Please briefly describe the relevant experience in recruitment, training
                    and performance management (use separate sheet if necessary).




4.  Quality Assurance of Service Delivery
c. Methodology Please quote any relevant experience to demonstrate how you would
                ensure quality assurance in delivering the service (use separate sheets if
                necessary).




* You may tick more than 1 option.
                                                                            Appendix III
                                                                               P. 4 of 7



(B) Support Services


1.  Maintaining Close Liaison with EU and Client Departments
b. Experience   Please state how you would provide the service.




                 -



(C) Future Demand


a. Methodology Please quote any relevant experience to demonstrate how you would
                 cater for the new demand (use separate sheets if necessary).
                                                                                 Appendix III
                                                                                    P. 5 of 7


Part III         Your Company’s Views on the Proposed Requirements set out in this
                 Exercise



Please indicate your company’s views on the operational, commercial/financial and
contractual arrangements for the operation and management of call centre services.

   1. What duration do you consider appropriate for the contract?

           Contract period of _____ years extendable for a further period of _______ years.



   2. In your view, what operating model would be most suitable for HKSAR
      Government call center services?




   3. Do you have any suggestions that would enhance the operation and service
      delivery of the call centre (e.g. to cater for increase in call volume and
      daily/seasonal peaks and trough)?
                                                                       Appendix III
                                                                          P. 6 of 7



4. How would you provide customer service officers and supervisors for the
   operation of our call centre through a service contract?




5. Do you envisage any major issues/risks in provision of the services? How would
   you suggest to manage these issues or to mitigate the risks? (e.g. measures to
   safeguard data privacy and misuse of government information)




6. Please state the applications and systems you would propose and indicate if they
   can be integrated with the Siebel in ICC1 or the Michelle in ICC2.




7. What payment and remuneration method do you consider appropriate?
                                                                            Appendix III
                                                                               P. 7 of 7



8. Please give a rough indication of the average charge per call in HK dollars, taking
   into account :
   (i)     A call volume of 200,000 per month and
   (ii)    Provision of all the services as specified in items (A), (B) & (C) of Appendix
           II




9. Do you have any other suggestions/views on this market sounding exercise?




10. Would you be prepared to discuss further with the Efficiency Unit on this project?


           Yes
           No


                                    THANK YOU

				
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