2023-03 NMBI BPO - NMBI Business Process Outsourcing - qualification process

Descriptions

There is currently a high volume of overseas applications being received by NMBI. The applications fall within different stages of the process, some requiring follow-up from the applicant while others require follow-up from NMBI.The focus of this contract to provide support to two main areas, but not limited to these:1.Applications in the ‘submitted’ category (requiring administrative assessment). 2.Applications in the ‘incomplete’ category (applications with missing documents or undergoing third party checks)The objective of this tender is to implement a workforce augmentation facility where the awarded tenderer will provide additional resources to NMBI to process applications and mitigate demands. The processing solution is to progress and process the applications and maintain business as usual to meet the department’s KPIs. The contract will rely on five resources, with a quality/audit supervisor resource at 10% of the allocated resource (5 resources means 0.5 of a supervisor resource) who will be will be required for and responsible for tracking and monitoring team productivity and reporting directly to NMBI’s Head of Registration or their designate. Each resource/agent will be expected to process and meet agreed targets of applications reviewed per day. These targets will differ depending on the status of the application.