Managed Contact Center Services

Managed Services Contact Center

The information contained in this notice is a brief description of the requirement and is for information purposes only. Bidders must refer to the complete Invitation to Qualify document for a full description of the requirement and the full bid instructions.

1. Elections Canada File No: ECTD-ITQ-16-0192
2. Applicability of Trade Agreements: Yes
3. Tendering Procedure: Open Competitive (Buy & Sell.gc.ca)
4. Tendering Procedure: Attachment: Yes (Buy & Sell.gc.ca)
5. Competitive Procurement Strategy: Other (Specify)
6. Comprehensive Land Claim Agreement: No

Background

The Chief Electoral Officer of Canada (“CEOC”), an agent of Parliament, exercises general direction and supervision over the conduct of elections and referendums at the federal level. The CEOC heads the Office of the Chief Electoral Officer, commonly known as Elections Canada.

Requirement

Elections Canada (EC) is looking to procure the services of a Managed Services Contact Centre provider(s) (the “Contractor”) to increase and improve current and future service offerings to EC clients including the general public. It is expected that the provider(s) (the “Contractor”) will be responsible and accountable for all aspects of the contracted service including recruitment, training, forecasting and scheduling of the necessary resources to provide contact center services within prescribed service levels.

The objective of the MSCC is to provide contact centre services in a professional and accurate manner within the prescribed service levels, using a dynamic staffing approach, continuous monitoring and analysis, in accordance with clearly defined call handling protocols and escalation processes.

• To give clients consistent and accurate responses from Elections Canada in an effective and timely manner across multiple channels.
• To monitor and report on client interactions, service metrics and system performance metrics for the organization as a whole providing actionable data on a timely basis.
• To reassure Canadians that we are knowledgeable and trustworthy stewards of the electoral system.
• To enhance the client experience by being responsive, consistent and transparent in service delivery.
• To improve the client journey, increasing the likelihood of first contact resolution and eliminating touch points in the event of escalation
• To assist in implementing a continual improvement model by learning from and adopting best practices over multiple Electoral Events.

The services will encompass all necessary turn-key services including but not limited to; project management and integration (software and telecommunications), equipped workspaces (desks, computers and telephones), telecommunication linkages, internet connectivity, configuration, and quality assurance program.

Period of the Contract

The Contract period will be from the Effective Date of the Contract until March 31, 2020 (the “Initial Term”). The Contractor will grant to Elections Canada irrevocable options to extend the period of the Contract by 2 additional electoral events.

International Trade Agreements

This procurement process is subject to the Canadian Free Trade Agreement (CFTA) and the World Trade Organization Agreement on Government Procurement (WTO-AGP).

Submission of Offers

It is requested that offers be addressed to the attention of the Contracting Authority and delivered to the Proposal Receiving Unit. Offers must be delivered to the following address, sealed, on or before the bid closing date indicated on the front page of the Invitation to Qualify (ITQ) at 2:00 p.m. (Gatineau, Quebec time).

Mailing Address:

Elections Canada

30 Victoria Street -1st Floor (Business Centre)

Gatineau, QC

K1A 0M6

Attn: Tiffany Denneny, Advisor, Procurement and Contracting Services

Elections Canada File No: ECTD-ITQ-16-0192

For sending packages by courier or for dropping off, please note that the Business Centre hours are Mondays to Fridays from 8:00 a.m. to 4:00 p.m. (Gatineau, Quebec time).

Bids sent via electronic mail or facsimile will not be accepted.

All enquiries and other communication with Elections Canada officials are to be directed ONLY to the Contracting Authority. The Contracting Authority will be the bidder’s primary contact. All requests for information must be directed to this contact. Bidders who contact anyone other than the Contracting Authority may be disqualified. All enquiries must be submitted in writing to Proposition-Proposal@elections.ca no later than the deadline indicated in the Invitation to Qualify. Enquiries received after that time may not be answered.

Interested parties wishing to obtain the solicitation documents for this Invitation to Qualify must do so through https://buyandsell.gc.ca/procurement-data/tenders. The documents downloaded through this site take precedence over any copies that may also be made available.

Documents may be submitted in either official language of Canada.

Elections Canada retains the right to negotiate with suppliers on any procurement.

Further information about Elections Canada may be obtained at www.elections.ca.

Debriefings

Respondents may request a debriefing on the results of the ITQ. Respondents should make the request to the Contracting Authority within 15 Business Days of receipt of the results of the ITQ. At Elections Canada’s discretion, the debriefing may be in writing, by telephone or in person.