Earthquake Commission

Enterprise Customer Feedback Management / Voice of Customer Programme

EQC is looking for a supplier that we can work with to deliver on our VOC programme. The VOC programme requires contracting a set of services, including design, deployment and managing aspects of the VOC programme, and a CFMP and CATI services(as detailed above).

It is important to us that our EQC’s operating model and the varying customer groups’ we are responsible for serving, is understood. For example, our customers of the Canterbury Earthquake Sequence are managed internally, while customers’ making claims for recent natural disaster events are managed externally under the Natural Disaster Response Model(“NDRM”).

EQC require Respondents to this RFP to consider the internal structures and capacities of our organisation and our partners in the design of the proposed solution. This includes understanding our needs for any outputs of the solution, and the ways we work with them. As EQC is looking for a solution that is managed by one single supplier, understand that this requirement may be met through an aggregation model.

EQC is seeking a supplier, who have the capability, proven experience, and infrastructure to deliver the VOC programme. The successful supplier will be required to have a proven track record in the management and implementation of the solution (end to end).