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

Solicitation number BPM010227/D

Publication date

Closing date and time 2023/10/03 14:00 EDT

Last amendment date


    Description

    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.

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

    Term: SSC intends on issuing the resulting SA(s) with no fixed expiry date (i.e. to be used as long as SSC considers it useful to do so). Each resulting Contract issued pursuant to the SA(s) will represent a stand-alone Contract with its own term and expiry date.

    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.

    Requirement:
    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.

    Contact Centre as a Service (CCaaS) is a public cloud-based solution that will provide the Government of Canada with a flexible and scalable way to manage our Partner client’s interactions. With CCaaS, Partners can deliver seamless experiences across multiple channels, including voice, email, chat, video, and social media.

    Canada envisions the CCaaS will allow for the increase and decrease of agents and resources based on changing demands. As Canada will deliver CCaaS to multiple Partners, the solution must be configurable to allow Partners to tailor their Contact Centre to meet their specific business needs. In this architecture, each Partner has a Contact Centre, which is a separate and secure space for their clients to access and manage their contact centre services. Within each Contact Centre, Partners have the flexibility to manage either their Domain and/or their virtual contact centre based on the requirements set by the Partner.

    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.

    This Supply Arrangement has pre-qualified 6 suppliers as follows:

    a) SA 1 with Avaya Canada Corp - Proprietary (“Supplier 1”);
    b) SA 2 with Bell Canada - ComputerTalk (“Supplier 2”);
    c) SA 3 with Five9 Inc - Proprietary (“Supplier 3”);
    d) SA 4 with Genesys Cloud Corp - Proprietary (“Supplier 4”);
    e) SA 5 with TTEC Canada Solutions Inc - Amazon CCaaS (“Supplier 5”);
    f) SA 6 with Zayo Canada Inc - Cisco CCaaS (“Supplier 6”);

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

    Protected B Document Safeguarding
    DOS at the Reliability Status level

    Trade Agreements: The requirement is subject to the following Trade Agreements:
    1. Canadian Free Trade Agreement;
    2. World Trade Organization Agreement on Government Procurement (WTO)
    3. Canada-Korea Free Trade Agreement;
    4. Canada-Chile Free Trade Agreement;
    5. Canada-Colombia Free Trade Agreement;
    6. Canada-Peru Free Trade Agreement;
    7. Canada-Panama Free Trade Agreement;
    8. Canada-Honduras Free Trade Agreement; and
    9. Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
    10. Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
    11. Canada-Ukraine Free Trade Agreement

    Procurement for Indigenous Business: The requirement has not been identified as a set-aside to the Procurement Strategy for Indigenous Business (PSIB).
    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/D).
    Bidders can view solicitation documents within the P2P tool in the following solicitation: BPM010227/D.
    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.

    Contract duration

    The estimated contract period will be 120 month(s), with a proposed start date of 2023/07/21.

    Trade agreements

    • North American Free Trade Agreement (NAFTA)
    • World Trade Organization Agreement on Government Procurement (WTO GPA)
    • Canada-Chile Free Trade Agreement (CCFTA)
    • Canada-Peru Free Trade Agreement (CPFTA)
    • Canada-Colombia Free Trade Agreement
    • Canada-Panama Free Trade Agreement
    • Canada-Honduras Free Trade Agreement
    • Canada-Korea Free Trade Agreement (CKFTA)
    • Canadian Free Trade Agreement (CFTA)
    • Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
    • Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
    • Canada-Ukraine Free Trade Agreement (CUFTA)

    Reason for limited tendering

    A contracting officer can use limited tendering for specific reasons outlined in the applicable trade agreements. The reason for this contract is described below:

    • None

    Partner with another business

    The functionality to add your company name to the list of interested businesses is temporarily unavailable.

    This list does not replace or affect the tendering procedures for this procurement process. Businesses are still required to respond to bid solicitations, and to compete based on the set criteria. For more information please read the Terms of use.

    Contact information

    Contracting organization

    Organization
    Shared Services Canada (SSC)
    Address

    400 Cooper Street

    Ottawa, ON, K2P2N1
    Canada
    Contracting authority
    James Graves
    Phone
    (613) 668-9563
    Email
    james.graves2@ssc-spc.gc.ca
    Address

    400 Cooper Street

    Ottawa, ON, K2P2N1
    Canada
    Bidding details

    Full details regarding this tender opportunity are available in the documents below. Click on the document name to download the file. Contact the contracting officer if you have any questions regarding these documents.

    Tender documents
    Document title Amendment no. Language Unique downloads Date added
    001
    English
    and
    French
    15
    001
    English
    and
    French
    13
    001
    English
    and
    French
    18
    001
    English
    and
    French
    16
    001
    English
    and
    French
    44
    001
    English
    and
    French
    20
    001
    English
    and
    French
    21
    001
    English
    and
    French
    13
    001
    English
    and
    French
    17
    001
    English
    and
    French
    36
    001
    English
    and
    French
    16
    001
    English
    and
    French
    26
    001
    English
    and
    French
    23
    001
    English
    25
    001
    French
    10

    Access the Getting started page for details on how to bid, and more.

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    Summary information

    Notice type
    Request for Supply Arrangement
    Language(s)
    English, French
    Region(s) of delivery
    Canada
    Region of opportunity
    Canada
    Contract duration
    120 month(s)
    Procurement method
    Competitive – Open Bidding
    Selection criteria
    Not applicable

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    Refer to our Support page if you need help or have questions about the government procurement process, including how to bid or how to register in SAP Ariba. You can also contact Procurement Assistance Canada, which has offices across Canada.

     

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