Customer Self Service Portal – Phase 2 & 3

Summary and scope

The Queensland Building and Construction Commission (QBCC) customer portal (currently myQBCC) is an online portal that allows customers (licensee and property owners) to lodge complaints, submit reports and manage insurance. Customers can log in to the portal to take out insurance premiums and then make payments on premiums via the BPoint Gateway by credit card or direct debit. The current portal operates on Salesforce Experience Cloud, but it needs to be reconfigured to meet the QBCC’s scalability and maintainability requirements. The new portal will continue to be built on Salesforce Experience Cloud while addressing these challenges. This project (Phase 2 and Phase 3) encompasses the design, development and implementation of a new customer-facing portal, including integration with existing systems, website enhancements and content migration. The QBCC is seeking to commission a supplier to execute the customer portal design (Phase 2) and delivery (Phase 3). The successful supplier must have past experience in designing customer experiences using Salesforce Experience Cloud Portals, familiarity with the Salesforce Lightning Experience platform—specifically Experience Cloud and its relationship with Sales and Service Cloud records—awareness of Omnistudio and its use in Experience Cloud form design, and awareness of generative AI solutions applicable within an online customer portal context.