Office automation software package

Tender description

The Appeals Service (TAS) require a service provider to deliver, implement, support and continue to develop a replacement ICT solution to its current Northern Ireland appeals Processing System (NIAPS). The system will be the primary means of appeal case management/administration and the primary source of management information within TAS. A critical aspect is the ability to provide reports on performance against targets set by management. The primary objectives of the replacement ICT system are: — to provide enhancements that will be of benefit to customers and users in the processing of TAS cases, — improved access for customers, inline with “Digital First” policy, — improved responsiveness to user/customer needs, — improved operational efficiency delivering an improved and consistent quality of service to customers, — improved productivity and cost reduction by eliminating eliminating duplicate data held outside of NIAPS, and — improved management reporting facility. The Appeals Service (TAS) require a service provider to deliver, implement, support and continue to develop a replacement ICT solution to its current Northern Ireland appeals Processing System (NIAPS). The system will be the primary means of appeal case management/administration and the primary source of management information within TAS. A critical aspect is the ability to provide reports on performance against targets set by management. The primary objectives of the replacement ICT system are: — to provide enhancements that will be of benefit to customers and users in the processing of TAS cases, — improved access for customers, in line with “Digital First” policy, — improved responsiveness to user/customer needs, — improved operational efficiency delivering an improved and consistent quality of service to customers, — improved productivity and cost reduction by eliminating eliminating duplicate data held outside of NIAPS, and — improved management reporting facility.