BPM017301/A - ESDC Benefits Delivery Modernization, Contact Centre Solution RFI - Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) Supply Arrangement (SA) (BPM017301/A)

This requirement is for: Shared Services Canada on behalf of ESDC.

This requirement is open only to those supply arrangement holders under Government Contact Centre Services (GCCS) who qualified under the following streams and categories: 

Stream 2: Contact Centre as a Service (CCaaS) Supply Arrangement (SA)

The following SA Holders have been invited to submit a response: 

Genesys Cloud Services Corp.

TTEC Canada Solutions, Inc.

Allstream Business Inc.

Avaya Canada Corp

Bell Canada

Five9 Inc.

Description of the Requirement:

The Benefits Delivery Modernization programme (BDM) is transforming how the Government of Canada delivers benefits, ensuring Canadians are at the core of our services.

The BDM programme will deliver a world-class service experience through modernizing the way that Government serves Canadians, from the elderly to the young, from people looking for work to those living with a disability.

Through the BDM programme, Canadians can expect to find:

a simple and user-friendly digital interface

a single sign-in and a “tell us once” principle

increased access to self-service

reduced wait times

streamlined applications

faster payment of benefits

In addition, the BDM programme will upgrade technology, minimizing the risk of cyber and security threats and lowering fraud, mistakes and delays.

The new Contact Centre Solution (CCS) is a foundation piece of the BDM programme. The new modern Contact Centre solution will enable Employment and Social Development Canada (ESDC) to fully enable an Omni-channel approach to service delivery. 

Shared Services Canada (SSC) and Employment and Social Development Canada (ESDC) will host a Vendor Engagement Day on December 5, 2022.

ESDC and SSC will engage with CCaaS SA vendors with the following objectives:

Ensuring that ESDC's BDM Programme transformation needs can be met

•Key discussion topics: Scalability, Data, Security, Cost, Interoperability, Integration, etc.

Present key business issues and questions, and solicit feedback

Understand the viability and challenges of the various contact centre solutions (to meet the BDM CCS overall objectives)

Inform critical requirements (e.g. Security, OL, accessibility) as heads up for vendors to have timely clearance

Information acquired from this process will help in the refinement of the requirements.

Applicable Trade Agreements:

No trade agreements are applicable to this engagement phase.

If Canada proceeds with the solicitation, the following Trade Agreements will apply:

Canada-Chile Free Trade Agreement (CCFTA)

Canada-Colombia Free Trade Agreement

Canada-European Union Comprehensive Economic and Trade Agreement(CETA)

Canada-Honduras Free Trade Agreement

Canada-Korea Free Trade Agreement

Canada-Panama Free Trade Agreement

Canada-Peru Free Trade Agreement (CPFTA)

Canadian Free Trade Agreement (CFTA)

World Trade Organization Agreement on Government Procurement (WTO-AGP)

Canada-Ukraine Free Trade Agreement

Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)

Additional Details:

File Number:  BPM017301/A

Contracting Authority:  Hamid Mohammad

Phone Number:  613-716-9792

E-Mail:  hamid.mohammad@ssc-spc.gc.ca 

Solicitation Documents:  . Request for Information (RFI) documents will be issued via email directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to respond on this requirement.

The Government Contact Centre Services (GCCS) Stream 2: Contact Centre as a Service (CCaaS) Supply Arrangement (SA)is subject to annual refresh cycles. If you wish to find out how you can be a “Qualified SA Holder”, please contact james.graves2@canada.ca.