Market Sounding - Venue, Centre and Customer Management Solution

The Office of Sport is seeking market insights regarding a new end-to-end Venue, Centre & Customer Management technology solution.

Project goals

1. Improve the long-term operational sustainability of the organisation.

2. Promote greater efficiency and consistency in organisational practice and service delivery.

3. Increase retention of the organisation’s existing customer base.

4. Create opportunities to attract new customers and offer new products and services to these customers.

5. Improve the experience of customers in their interactions with the Office – making it simpler for them to do business with the organisation.

6. Increase uptake of the Office‘s products and services.

Scope

The Office of Sport is seeking a solution that:

• Enables a single view of the Customer

• Increasingly simplifies and automates processes and workflows

• Can be readily accessed by customers via their mobile devices and increasingly empowers them to ‘self‑serve’.

• Allows customers to readily view the availability of the Office’s products and services online, and to book and pay for such products and services online and in real time.

• Enables the Office to make more informed and timely decisions based on trends and insights founded in reliable, real-time data

• Enables the Office to maximise the usage of its Venues and Centres

• Can scale and is sufficiently flexible in its design to reasonably meet the evolving needs of the Office’s users and customers into the future

• Reduces the reliance on paper-based forms, manual processes and workarounds

• Offers customers and communities with diverse needs equitable access to the products and services offered by the Office

• Provides rich and timely customer data to the Office’s contractors and suppliers to allow them to meet their commercial obligations

• Offers prospective strategic partners greater visibility of the Office’s products and services.

Additional details/instructions

The Office of Sport does not intend to award an agreement from this Market Sounding. Responses are strongly encouraged, as all information received shall:

a) assist the Office in understanding what solutions may be available to meet its venue, centre and customer management requirements; and

b) inform Office’s decision-making regarding the need for any further procurement activity and, where required, to determine the most appropriate approach for future procurement.

Program Briefings will be held online on the dates and times below. This is an opportunity for Respondents to ask questions about the Market Sounding and the process in general.

Respondents can choose to attend one briefing, not both. Attendance at the briefing is not mandatory but strongly encouraged.

No more than two persons from each respondent organisation is permitted to attend the briefing. Names of persons attending must be emailed to the Contact Officer at tenders@sport.nsw.gov.au at least one working day prior. A link will be provided to all registered Respondents prior to the briefing.

Briefing No. 1

Date: Tuesday 10th March 2026, Time: 3.45pm-4.30pm

Briefing No.2

Date: Wednesday 18th March 2026, Time: 1.45pm-2.30pm

Requirements

Mandatory requirements

Scheme membership (SCM0020) *

Information and technology

This procurement category has a mandated scheme.

This category has a mandated scheme, to be awarded this contract you may need to be a member of the ICT Services Scheme SCM0020.

Are you a member of SCM0020?

Response type

Radio button (Yes/No)

Opportunity requirements

1. Part C - Response Document

Please review and complete the attached Part C - Response Document and submit along with any relevant supporting documentation or supplemental materials

Response type

File upload (Multiple)

Please see attached files in the link for more information