TBIPS – DIGITAL TRANSFORMATION USER EXPERIENCE (UX)

DFO requires User Experience (UX) Professional Services on an as-and-when needed basis to support the Chief Digital Officer Sector (CDOS) digital transformation to user-centered products and services with a goal to increase client satisfaction with the accessibility of DFO’s programs and services. As a sector, CDOS includes several service and program lines, each of which have unique target clients, offerings, services and outcomes. The Department aims to design and deliver programs and services that are accessible to all, including persons living with disabilities.
DFO is responsible for safeguarding our waters and managing Canada's fisheries and oceans resources. DFO helps to ensure healthy and sustainable aquatic ecosystems through habitat protection and sound science. We support economic growth in the marine and fisheries sectors, and innovation in areas such as aquaculture and biotechnology.
In response to the Canada’s Digital Ambition 2022, the National Action Plan on Open Government, DFO’s 2023-2024 Departmental Plan, and the DFO’s 2022-2025 Accessibility Action Plan, DFO’s objective is to make it easier for Canadians to interact with our services.
As per the Accessible Canada Act, all departmental staff, resources, and suppliers must apply accessibility considerations in the design and delivery of programs and services. DFO’s 2022-2025 Accessibility Action Plan provides further information into departmental accessibility goals and metrics.
The CDOS assists DFO and the Coast Guard in their digital transformation by providing information management and information technology (IM/IT) services. There are five (5) primary areas of work within CDOS that include:
• IT Operations
• Data and Information Management
• Digital Innovation
• Strategic Planning, and
• Fisheries and Aquatic Ecosystems.

The newly established User Experience (UX) area includes teams responsible for Product quality, UX research and service design, UX design, Business Analysis and UX Strategy, Operations and Digital Accessibility. Since these teams are still growing in both capacity and maturity, obtaining external professional services who will work closely with the internal team will augment what we can deliver.
The work of the UX area supports the department's digital transformation and provides research, analysis, design, and testing services to ensure our solutions meet the needs of our users and stakeholders. This includes:
• Designing products, systems, and services with a focus on the quality of the user experience. This involves researching and understanding user needs, creating user flows and wireframes, designing interfaces and interactions, and testing and iterating on designs to improve usability and satisfaction. The goal of UX design is to create products that are easy to use and provide a positive and meaningful experience for the user.
• Enabling change in an organizational context by defining needs and recommending solutions that deliver value to stakeholders. Identifying areas for improvement, developing and implementing solutions, including analyzing data, defining business requirements, and modeling business processes. Involved in defining strategy, creating enterprise architecture, and taking a leadership role by defining goals and requirements for programs and projects.
• Adding realistic contexts and insights to design processes. Using various investigative methods, including surveys, interviews, and observations, to gather feedback and data from users. Informing the design process, improving the usability, accessibility and desirability of a product, and ultimately enhancing the overall user experience.
• Planning and organizing the various components of a service in order to improve its quality and the interaction between the service provider and its customers. Creating a service that is user-centered, efficient, and effective. Designing all touchpoints and interactions to be as seamless and enjoyable as possible. Using various tools and methods such as customer journey mapping, service blueprints, and personas to design a service that meets those needs in the best possible way.
• Managing and improving product quality. Identifying and correcting defects in products before they reach customers. Ensuring that processes and systems are in place to prevent defects from occurring in the first place. Consistently producing products and services that meet or exceed established standards and specifications. Defining product quality as the result of well-designed and effectively implemented processes that ensure consistent, high-quality output.
Full details are provided in the Annex “A” - Statement of Work of the RFP.
- Bidders must submit a bid for all resource categories
- The work is currently not being performed by a contracted resource
Security Requirement: Common PS SRCL #6 applies
Minimum Corporate Security Required: Designated Organization Screening (DOS)
Minimum Resource Security Required: Reliability Status