The Australian Government's Department of Broadband, Communications and the Digital Economy (DBCDE) has issued a request for tender for the management of voice and video services for the next three years.
The request for tender states that the winner would be required to provide voice-line rentals, 1800 and 1300 call-centre services, automatic call distribution, call management and support and maintenance for the entire department in Canberra, the Broadcasting and Digital Switchover office in Sydney, the Telecommunications Universal Service Management Agency (TUSMA) office and the office of Communications Minister Stephen Conroy in Melbourne.
The current system is an Alcatel-Lucent OmniPCX Enterprise IP system with a primary call server in one office in the ACT, with a failover call server located at a second office in the ACT.
The department manages 25 1800 numbers, including dedicated lines for fibre roll-out regulation, digital hubs, rural National Broadband Network (NBN) coordinators and cybersecurity. There's an average of approximately 23,000 incoming calls, and over 35,000 outgoing calls per month through these lines.
The contract is set to start in September, and will run for an initial period of three years, with an option to extend for a further two.