Tender Details
Customer Self Service Portal – Phase 2 & 3
Business Name
Queensland Building and Construction Commission
VP Reference #
VP450790
Buyers Reference #
QBCC2025392
Opens
Monday 03 March 2025 (E. Australia Standard Time)
Closes
Wednesday 19 March 2025 10:00 AM (E. Australia Standard Time) CLOSED
Supplier query cut-off
Wednesday 12 March 2025 10:00 AM (E. Australia Standard Time)
Expected decision
Thursday 01 May 2025 (E. Australia Standard Time)
Buyer Details
Business Name
Queensland Building and Construction Commission
Location
299 Montague Rd
West End, Queensland 4101
Australia
WebSite:
https://www.qbcc.qld.gov.au/
Business Info
Our mandate is to independently regulate the building and construction sector, whilst efficiently managing the Queensland Home Warranty Scheme. We are striving towards a resilient building and construction industry aimed at cementing confidence whilst also supporting sustainable social, environmental and economic outcomes for Queenslanders.
Contact Details
The buyer has elected to have their personal and contact details hidden. These details will be revealed at the buyers discretion.
What the buyer is requesting
Details
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.
Supplier lists selected
Lists
  • IT & Telecomms
Categories selected
Categories
  • IT & Telecomms
    1: IT Services
Regions of Service
Locations
  • Queensland
    1: Brisbane

All Regions of Service locations are within Australia.
Information requested by others
04/Mar/2025 02:59 PM
Question:
Delivery (Phase 3) scope includes "seamless integration with data shared with the Salesforce Marketing Cloud, and Digital online forms as well as improved integration with a payment gateway." Does this include digitalisation of some/all of the 139 forms available on the QBCC website, or is it limited to existing online forms already available on the existing myQBCC portal?

Answered on 06/Mar/2025 09:48 AM:


It is limited to those online forms already available on the existing myQBCC portal.
04/Mar/2025 03:13 PM
Question:
You've identified the need to collaborate with stakeholders for the "Development and execution of a QBCC change strategy to manage the impact of changes on customers, stakeholders, processes, systems, and roles" however no change management activities or deliverables have been identified within scope for Phase 2 or Phase 3. What are the vendor's responsibilities as part of project change management?

Answered on 06/Mar/2025 09:49 AM:


The vendor's responsibility will be to collaborate with the personnel running the QBCC customer portal organisational change strategy.
04/Mar/2025 03:35 PM
Question:
You've identified within Phase 3 scope the deliverable "Performance testing and security audit results" and then later identified the need to liaise with stakeholders for "Penetration testing and security audit." Can you please confirm if penetration/security testing and/or performance testing are in scope for the vendor?

Answered on 06/Mar/2025 09:50 AM:


Performance testing and security audit results is a requirement and the vendor will be required to undertake a Penetration test of the new portal prior to Go Live. Collaboration with the QBCC's cyber and risk team will be required during this testing phase.
Updates made to this Request
06/Mar/2025 04:51 PM
Please note: The following attachment has been recently added.

1. Added: QBCC2025392 Customer Self Service Portal - Addendum 1 - 20250306.pdf

Please consider this attachment when responding.

10/Mar/2025 01:41 PM
Please note: The following addendum has been recently added.

1. Added: (Addendum) QBCC2025392 Customer Self Service Portal - Addendum 2 - 20250310.pdf

Please consider this addendum when responding.

11/Mar/2025 06:26 PM
Please note: The following addendum has been recently added.

1. Added: (Addendum) QBCC2025392 Customer Self Service Portal - Addendum 3 - 20250311.pdf

Please consider this addendum when responding.

12/Mar/2025 04:32 PM
Please note: The following addendum has been recently added.

1. Added: (Addendum) QBCC2025392 Customer Self Service Portal - Addendum 4 - 20250312.pdf

Please consider this addendum when responding.