Voice of Customer Platform

⁠⁠⁠ABOUT CAMPBELLTOWN

Campbelltown is a city defined by opportunity, shaped by our stunning natural landscape, strategic connectivity, and vibrant community. Located on Dharawal Country and framed by the Nepean and Georges Rivers, our city blends rich cultural heritage with a forward-thinking spirit, creating an environment where ideas thrive and possibilities are brought to life.

Campbelltowns well-connected location places our city at the heart of global supply chains, major freight routes, and public transport networks. With direct access to Sydney, Western Sydney International Airport, and key logistics corridors, we offer strong connections for businesses and investors. This advantage is strengthened by a skilled and diverse workforce ready to support growth and innovation.

Located just 55 kilometres south-west of the Sydney CBD, Campbelltown is the key commercial centre that services the Macarthur region, with strong connections to the Illawarra region to the east and the rest of Western Sydney. Our Local Government Area spans 31,200 hectares, including extensive bushland and waterways, with Dharawal and Warranmadhaa National Parks as natural treasures at our doorstep.

Our city is experiencing remarkable transformation and is one of the fastest-growing regions in Australia. Home to more than 180,000 residents today, Campbelltowns population is projected to reach around 250,000 by 2036. This growth is powered by significant housing development, major infrastructure investment, and expanding employment opportunities, creating a dynamic environment for business and community alike.

Campbelltown is proud of its rich cultural diversity and vibrant community spirit. Thirty-one percent of our residents were born overseas, and over sixty percent have parents who were born overseas. As the cultural heart of the Macarthur region, we are leading the next decade of growth, cementing our position as a hub for business, culture, and innovation. Strong population growth, major infrastructure projects, and exciting development opportunities, means, Campbelltown is the ideal place for investment and partnership.

We are Campbelltown, where opportunity comes to life.

SUMMARY OF REQUIREMENTS

Council requires a Voice of Customer platform from a vendor with a track record of successfully developing and delivering Voice of Customer platforms. This platform is to enable the gathering, collation and analysis of valuable customer feedback, data and insights across a range of channels. It should specifically provide Council with greater real-time understanding of the voice of its customers, internally and externally. The platform should provide comprehensive survey creation, distribution and analytics capabilities to help Council improve its services and customer outcomes.

Council is embarking on a crucial initiative to improve its capabilities in managing customer experiences. Council acknowledges the importance of real-time customer feedback, both within and outside the organisation, in shaping services. Council seeks to leverage the benefits offered by advancements in technology, improved data analysis, enhanced behavioural insights, and AI-enabled capabilities in delivering better customer experiences and service enhancements.

ONLINE TENDER BRIEFING

Attend our Non-Mandatory online tender briefing at 1:30pm AEST on Monday 11 May 2026. Please confirm your intention to attend the Non-Mandatory online briefing by emailing Council's procurement section tenders@campbelltown.nsw.gov.au You will then be provided with the details to join the live event.

SCHEDULE

Contract Award Early July 2026

Services may be requested from: July - August 2026

Term services may be required: Three years with two options for extension of 12 months each.

Please note this timetable is an approximation and is only to be used as a guide.

REGISTRATION TO TENDER/QUOTE

You can download the Request for Tender (RFT) document after registering through the portal in electronic form.

ENQUIRIES

Enquiries prior to download of the RFT should be directed to:

Mitchell Arundel

02 4645 4073

mitchell.arundel@campbelltown.nsw.gov.au

All enquiries following the download of the RFT should be made via the online forum.