It3170c - Rft for the Provision of a Student Enquiries and Case Management System... Tender

Procurement Summary

Country : Ireland

Summary : It3170c - Rft for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin

Deadline : 11 Feb 2025

Other Information

Notice Type : Tender

TOT Ref.No.: 113157276

Document Ref. No. : 4936955

Competition : ICB

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100, 000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk - Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management - being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management - case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features - Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management - creating a knowledge base ...
Procedure : Open
Publication Date : 11/02/2025
Deadline : 11/02/2025 12:00:00

Documents

 Tender Notice