Customer contact answering service for NSW National Parks and Wildlife Service

### 📞 Tender Overview: NPWS 24/7 Customer Contact Answering Service The **NSW National Parks and Wildlife Service (NPWS)**, under the Department of Climate Change, Energy, the Environment and Water, is seeking a qualified, onshore service provider to deliver a comprehensive **24/7 call centre and answering service**. This procurement aims to ensure continuous support for public and stakeholder inquiries while maintaining critical safety protocols for staff. ### 🎯 Scope of Work & Deliverables Successful bidders will be responsible for: * **Call Management:** Triage, resolution, and escalation of incoming public and stakeholder calls. * **Staff Safety:** Conducting welfare checks for lone and vulnerable NPWS staff across New South Wales. * **Operational Excellence:** Completing after-call actions and adhering to strict technology, security, and performance standards. ### 📋 Key Requirements This tender is restricted to suppliers with specific government scheme memberships: * **Mandatory Scheme:** Must be a member of the **ICT Services Scheme (SCM0020)**. * **Pre-qualification:** Must hold advanced registration status under **Category O: Telecommunications Services (O05 - Management and Maintenance Services)** at the time of tender closing. * **Compliance:** Tenderers must submit responses to the RFT documentation, including cyber security assessments and core ICT contract terms. ### 📅 Important Dates * **Tender Close Date:** 22-May-2026, 3:00 PM * **Expected Decision Date:** 03-Jul-2026 ### 🔍 Search Keywords #NPWS #CallCentre #AnsweringService #ICTServices #SCM0020 #Telecommunications #NSWGovernment #Procurement #LoneWorkerSafety #PublicSectorTender