Call Centre & Customer Administration Services

Agreement Name
Call Centre & Customer Administration Services
Agreement Number
Current Expiry Date
Extension Options Remaining
Not Exercising
Expiring - New Tender February LB309
Category Manager
Michael Franzmann
Category Manager - Phone
0409 757 951
Category Manager - Email

The BUS263 arrangement provides Queensland councils and approved purchasers with access to a wide range of services.

It provides streamlined procurement process and offers administrative and transactional shared services to support the delivery of outsources services to Purchasers.   The diversity of local government means that a large range of council responsibilities may need to be performed through a centralised call centre and/or customer administration services area.

The following list of services are offered under this arrangement:

  • 24 / 7 multi-channel customer contact services, including:
    • Inbound and outbound calls / Switchboard / SMS / email / Online services / Social media
    • Customer front counter services
  • Categorisation and recording of problems and complaints relating to council jurisdictions:
    • Animals / Emergency & Natural Disasters / Rates and Revenue Processing / Roads & Traffic
    • Parks / Public Lands / Library Services / Swimming Pools / Noise / Permits & Registrations
    • Water & Sewage / Town Planning & Development Administration / Environment / Out of Hours Support
  • Customer services throughout emergencies and natural disasters
  • Payments and Enquiries
  • Issuing and Mail-out Services
  • Rates and Revenue Processing
  • Accounts Payable / Receivable
  • Delivery of Payroll
  • Input of Data and Information
  • Records Management
  • Processing of Inbound and Outbound Mail
  • General Administration Functions
  • Volume-Based Telephone or email Marketing
Contracts bus263