P26-116 Chatbot solution for NPDC

The New Plymouth District Council (NPDC) is undertaking a project to procure and implement an advanced
chatbot solution as part of its digital transformation strategy. This initiative aims to enhance customer
engagement by providing timely, accurate, and consistent responses to inquiries. It will also provide surfacing
related information and forms, eliminating the need for users to navig…

The New Plymouth District Council (NPDC) is undertaking a project to procure and implement an advanced
chatbot solution as part of its digital transformation strategy. This initiative aims to enhance customer
engagement by providing timely, accurate, and consistent responses to inquiries. It will also provide surfacing
related information and forms, eliminating the need for users to navigate through multiple web pages, while
improving operational efficiency through the automation of routine interactions. The chatbot will be designed
to integrate seamlessly with NPDC’s existing systems and digital platforms, ensuring a unified user experience
across channels. For example, it can assist residents with finding and completing forms for dog registrations,
building consents, etc. It will also provide instant answers to frequently asked questions about waste collection
schedules, event information, and council services. The solution will comply with regulatory standards for
accessibility and privacy, supporting inclusivity and data protection. Additionally, the solution will be scalable
to accommodate future enhancements, enabling NPDC to continuously improve service delivery and meet
evolving community needs.
NPDC is procuring an intelligent, AI-powered chatbot solution designed to enhance customer engagement and
streamline service delivery. The solution must provide 24/7 support, enable self-service for common queries,
and deliver accurate, context-aware responses across multiple digital channels, including NPDC’s website and
mobile platforms. It should integrate seamlessly with existing systems, comply with accessibility standards
(e.g., WCAG) and privacy regulations (e.g., NZ Privacy Act), and offer robust security features.
This New Plymouth District Council tender will be accessible via [REDACTED], and is only being advertised via GETS. All further communications related to this tender will be conducted through [REDACTED].
To be able to participate in this tender and access the RFX documents, providers will need to ensure they are registered on [REDACTED]. The [REDACTED] portal is free to access and to upload submissions. Using the link below, please follow the instructions on the main screen of how to set up your organisation to access [REDACTED] (if you are not already registered). Please make sure your contact email address is accurate.
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