Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) RFSA Refresh

Status Awarded

Contract number Various

Solicitation number BPM010227/C

Publication date

Contract award date


    This contract was awarded to:

    TTEC Canada


    Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) RFSA Refresh

    Solicitation Number:



    T000K - Telephone Services / Contact Centre Services

    Tender Type:

    RFSA Refresh

    Tendering Procedure: Open

    Response Closing Date: November 15, 2021 @2:00pm ET

    Description of Requirements: The Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) Request for Supply Arrangement (RFSA) Refresh is being issued by Shared Services Canada (SSC) to provide competitive CCaaS services to SSC clients. 

    This is a 2nd round RFSA Refresh that follows a 1st round RFSA Refresh released on May 31, 2021. Respondents will note that the Mandatory Qualification Criteria has been amended.

    Respondents are requested to attentively read the 2nd Round RFSA Refresh documents in their entirety.

    The intent is to run an open RFSA Refresh solicitation on Buy&Sell for new potential vendors to onboard as pre-qualified Suppliers under the CCaaS SA and compete against subsequent solicitations issued under the Supply Arrangement.

    This procurement activity aims to broaden the list of Suppliers to enable competition and value for SSC clients and aligns to SSC’s Canada Free Trade Agreement (CFTA) obligations for Supply Arrangements.

    Request for Supply Arrangements (RFSA) Phase

    1. Canada intends to establish 1 Supply Arrangement per Qualified Respondents (QRs) for Stream 2: CCaaS.

    The scope of any subsequent procurements that may be issued under any resulting Supply Arrangements include Core Features, Extended Features, and any Contact Centre related features and services as determined by Canada.

    Subject to the provisions of this RFSA Refresh, Canada intends to issue the Supply Arrangement(s) with no fixed expiry date and to be used as long as SSC considers it useful to do so. Each resulting Contract issued pursuant to the Supply Arrangement(s) will represent a stand-alone Contract with its own term and expiry date.

    Security Requirements: This solicitation contains a requirement for vendor and personnel security screening at the following levels:

    Vendor Security Requirement: Protected A.

    Personnel Security Requirement(s): Reliability, Secret.

    Trade Agreements: The requirement is subject to the following Trade Agreements:

    1. Canadian Free Trade Agreement;
    2. World Trade Organization Agreement on Government Procurement;
    3. Canada-Chile Free Trade Agreement;
    4. Canada-Colombia Free Trade Agreement;
    5. Canada-Peru Free Trade Agreement;
    6. Canada-Panama Free Trade Agreement;
    7. Canada-Honduras Free Trade Agreement; and
    8. Canada-Israel Free Trade Agreement.

    Procurement for Aboriginal Business: The requirement has not been identified as a set-aside to the Procurement Strategy for Aboriginal Business (PSAB).

    Comprehensive Land Claims Agreements (CLCAs): Subsequent solicitations issued under the resulting Supply Arrangement may consider contracting obligations that exist in Comprehensive Land Claim Agreement areas across Canada.

    P2P Submission:

    In order to submit a bid, bidders must email the contracting authority indicating their interest via P2P (BPM010227/C):

    Bidders can view solicitation documents within the P2P tool in the following solicitation: BPM010227/C.

    Bidders must be registered and logged into P2P in order to submit a bid.

    To register, please go to and click “Register Now”. 

    Canada reserves the right to cancel the procurement process at any time.

    Business address
    The following Suppliers have been awarded a SA as a result of this Refresh process:
    Procurement method
    Competitive – Open Bidding

    Contract duration

    Refer to the description above for full details.

    Commodity - GSIN

    • D301BB0 - Cloud Technology
    • T000K - Telephone Services / Contact Centre Services
    • D399B - Telecommunications - Voice Service
    Contact information

    Contracting organization

    Shared Services Canada
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3
    Contracting authority
    Graves, James
    180 Kent Street
    Ottawa, ON, K1P 0B6

    Buying organization(s)

    Shared Services Canada
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3


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