Request for Proposal (RFP) - Tier 2 CC under Government Contact Centre Services - Stream 1 Enterprise Contact Centre Services (ECCS) Supply Arrangement

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 Limited
• Rogers Communications Canada Inc

  Description of the Requirement:

  Shared Services Canada has a requirement for:

  The scope of this requirement includes the modernization of 35 contact centres currently in service. In addition to the 35 contact centres in service, new contact centres may be require implementation with the total agent count of all contact centres not to exceed a maximum of 10,000 agents.

  and 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/Confidential

  Proposed 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 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: BPM014210/A

  Contracting Authority: James Graves

  Phone Number: 613-668-9563

  E-Mail: james.graves2@canada.ca

  Solicitation 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 james.graves2@canada.ca.