Applications programming support for the Phone Operations and Integrated Content Management (PO-ICM) unit

Description of Work:

Background

The Phone Operations and ICM unit, within the Digital Service Directorate (DSD) specializes in responding to general enquiries from the public (telephone and e-mail services) as well as sharing information solutions across Tier 1 Channels (in-person network in particular).

The unit is responsible for the management and operation of the 1-800-O-Canada telephone service, the delivery of customized information services for other federal government departments and also manages an integrated knowledge repository of programs, services and initiatives to support Tier 1 service delivery.

Contact centre regular hours of operation are 6:30 am to 8:00 pm Monday to Friday. These hours can be extended to 11:00 pm at night and include weekends as required.

The unit has created in-house information database applications to manage information and respond to enquiries from the public as well as recording basic statistics regarding each transaction and document orders that can be leveraged across channels.

Objective

The Phone Operations and ICM unit, a division of ESDC/Service Canada (Citizen Service Branch (CSB) – Digital Service Directorate (DSD)), requires the services of a programming team made up of up of a Programmer Analyst, a Web Developer, and a Database Administrator, dedicated to the maintenance, analysis, design, programming, testing and optimization of existing and new in-house database applications, used to support the delivery of services to Canadians.