Tier 1 ESDC 1800 O-Canada Contact Centres RFP - Government Contact Centre Services (GCCS) – Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)This requirement is for: Shared Services Canada on behalf of its clients and partners.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 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)The following SA Holders have been invited to submit a proposal: IBM Canada LimitedRogers Communications Canada IncIntermedia.net IncDescription of the Requirement:Shared Services Canada has a requirement for:The 1 800 O-Canada service is the primary toll-free service for general information on Government of Canada (GC) programs, services and initiatives and is one of ESDC's priority services. 1 800 O-Canada provides a single point of contact where all Canadians can access quick and up-to-date GC information over the phone. It supports key government priorities and messaging, including those outlined in the Budget and the Speech from the Throne, and also supports the GC’s communication needs in crisis situa-tions (i.e. Covid 19 pandemic and GC efforts associated). Canadians who require specialized or client-specific program information are connected or directed to the appropriate online resources, specialized contact centre or in-person resources. Historically, 1 800 O-Canada has handled approximately 2 million calls per year.Customized Information Services (CIS) deliver communications services for federal government departments that require a service delivery partner to meet their communication needs. These needs can include ongoing communications requirements, targeted campaigns, and, temporary needs in crisis situations. Call volume in this dynamic CIS service delivery environment can vary greatly from year to year. CIS handles both general enquiries services and high-profile GC services. It also includes email services (e.g. supporting staffing online systems, jobs.gc.ca, in addition to supporting emails for Canada.ca).The call volumes of individual CIS projects vary throughout the year. Each service has its own parameters – including hours of operation, messaging, service level parameters etc. On an annual basis, ESDC can deliver over 40 Customized Information Services and some of these services can open and close throughout the year. New projects can launch with little to no notice – and may be required to be set up in less than 24 hours – these occur throughout the year and often occur concurrently.The requirement is to support x1,000 agents currently in-service and the option to obtain up to x5,000 agents.SSC has issued a Request for Proposal to suppliers who are qualified under the streams and categories listed above.Level of Security Requirement:Resource(s) Minimum Security Level Required is/are: Reliability Status/SecretProposed period of contract:The proposed period of contract shall be for 5 years with 5 additional 1-year option periods.Applicable Trade Agreements:Canada-Chile Free Trade Agreement (CCFTA)Canada-Colombia Free Trade AgreementCanada-European Union Comprehensive Economic and Trade Agreement(CETA)Canada-Honduras Free Trade AgreementCanada-Korea Free Trade AgreementCanada-Panama Free Trade AgreementCanada-Peru Free Trade Agreement (CPFTA)Canadian Free Trade Agreement (CFTA)World Trade Organization Agreement on Government Procurement (WTO-AGP)Canada-Ukraine Free Trade AgreementComprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)Additional Details:File Number: BPM015700/AContracting Authority: James GravesPhone Number: 613-668-9563E-Mail: j••••••••@••••••.caSolicitation Documents: . Request for Proposal (RFP) documents will be issued via P2P portal directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to bid on this requirement.The Government Contact Centre Services (GCCS) Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement is subject to annual refresh cycles. If you wish to find out how you can be a “Qualified SA Holder”, please contact j••••••••@••••••.ca.
