Innovation

Is there an opportunity to incorporate private sector innovation?

Is there scope for innovation in either the design of the solution or the provision of services? Does some degree of flexibility remain in the technical solution/ service or the scope of the project? The partnership that created the CityLink private tollway in Melbourne, Australia, for example, introduced a number of customer friendly innovations to make paying tolls a more positive experience. CityLink delivers alerts to customers' mobile devices when their accounts run low, and it makes house calls to install toll tags on customers' vehicles. An independent body, the CityLink Ombudsman, resolves disputes, and the organization provides transparency and accountability via customer charters and scorecards. Hence, the level of innovation and flexibility desired may affect the method of procurement selected.