Government Contact Centre Services (GCCS)

Description - PW-20-00921209

Title:

Government Contact Centre Services (GCCS)

Solicitation Number:

BPM010227

GSIN:

D399AA

Tender Type:

ITQ

Tendering Procedure:

Open

Response Closing Date: September 1, 2020 @ 2:00 PM Eastern Daylight Time (EDT).

Description of Requirements: this ITQ is being issued by Shared Services Canada (SSC) to provide Government Contact Centre Services (GCCS) for SSC clients.

The ITQ is neither a Request for Proposal (RFP) nor a solicitation of bids or tenders. The intent is a 2-phase solicitation process: 1) ITQ phase, 2) bid solicitation phase. The objective of the ITQ phase is to establish a list of pre-qualified respondents (QRs). The ITQ process will lead to a formal invitation for QRs to proceed to the RFSA phase for qualification. No contract will result from this ITQ.

Through the 2-phase process, Canada intends to establish a:

1. Supply Arrangement (SA) for Enterprise Contact Centre Service (ECCS) with Respondents that qualify from this ITQ as ECCS Suppliers; and
2. Supply Arrangement (SA) for Contact Centre as a Service (CCaaS) with Respondents that qualify from this ITQ as CCaaS Suppliers.

The scope of any RFSAs and any subsequent RFQs that may be issued for any resulting SAs includes Core Features, Extended Features, and any Contact Centre related features and services as determined by Canada.

Subject to the provisions of this ITQ, Canada intends to issue the SAs 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 SAs 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 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): this solicitation may consider contracting obligations that exist in Comprehensive Land Claim Agreement areas across Canada.

In order to submit a bid, bidders must email the contracting authority indicating their interest at the following email address: stephanie.katz@canada.ca

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

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

To register, please go to https://sscp2pspc.ssc-spc.gc.ca and click “Register Now”. 

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