Request for Information: AI Support Capabilities for Tax Reform Customer Service Tax Reform Programme – Temporary Support Centre Project

The States of Guernsey is seeking market information about artificial intelligence capabilities that may support the Temporary Support Centre Project. This project is aiming to define a target operating model for a temporary support structure designed to aid with the implementation of tax reform policies.

This structure aims to protect service areas from becoming overwhelmed by the additional demand generated by the tax reform changes. It is believed that AI tools could contribute towards achieving this goal by providing support to both customers and customer service agents. This support would allow queries to be resolved either without human interaction or queries to be solved more quickly, therefore allowing more time and effort to be put into complex queries and existing BAU work.

The purpose of this RFI is to understand what is currently available, the types of enquiry AI may assist with or resolve, the evidence supporting potential benefits, what the States would need to put in place, and the indicative conditions affecting delivery, cost and value.

This RFI will inform the States’ own design and options assessment. Respondents are not being asked to recommend an operating model, submit a final solution design, provide binding prices or commit to delivery arrangements. The outcome of this RFI will also inform future procurement and solution design activities associated with supporting the successful implementation and ongoing operation of the new tax regime.