Objectives

The primary objective of this tender is to appoint qualified service providers to design, facilitate, and deliver a Customer Experience & Service Delivery Training Course aimed at enhancing organisational capability. The training seeks to strengthen technical and behavioural competencies of employees, support operational effectiveness, and promote customer service excellence, digital capability, and sector-specific understanding within the organisation.

Scope

The scope of work includes:

• Providing end-to-end learning solutions, including program delivery, facilitation, learner support, and reporting.
• Designing and delivering a practical, workplace-relevant Customer Experience & Service Delivery Training Course.
• Including a minimum of a 2-day virtual training session for customer-facing and support functions with at least 25 delegates.
• Building foundational capability in data visualisation and reporting as part of the training content.
• Supporting organisational priorities aligned with the annual Capability Building Plan.

Technical Requirements

The technical requirements for the service providers include:

• Designing a comprehensive training methodology addressing learning design, facilitation, learner engagement, assessment, and measurement of learning impact.
• Providing qualified facilitators with relevant expertise and certifications, capable of delivering the training effectively.
• Submitting detailed program and delivery plans, including learner engagement strategies and practical workplace application techniques.
• Demonstrating previous experience in delivering similar corporate training interventions over the past 3-5 years, with evidence of client references.
• Ensuring all facilitators and key personnel possess the necessary qualifications and professional registrations.
• Providing CVs for key facilitators and proof of their qualifications and experience.

Skills Requirements

The skills and capabilities required from the service providers include:

• Proven experience in designing and delivering customer experience, service delivery, and related corporate training programs.
• Ability to develop engaging, workplace-relevant training content tailored to adult learners in a virtual environment.
• Strong facilitation skills with qualified facilitators and subject matter experts.
• Capability to support learners through learner support mechanisms and reporting tools.
• Experience in data visualisation and reporting to support the training objectives.
• Demonstrated ability to meet deadlines and deliver quality training within the specified timeframe.