Government Contact Centre Services (GCCS) Stream 1 : Enterprise Contact Centre Services ECCS

Description of Requirements:

The Government Contact Centre Services (GCCS) – Stream 1: Enterprise Contact Centre Services (ECCS) Request for Supply Arrangement (RFSA) Refresh is being issued by Shared Services Canada (SSC) to provide competitive ECCS services to SSC clients.
The intent is to run an open RFSA Refresh solicitationl for new potential vendors to onboard as pre-qualified Suppliers under the ECCS 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.

Enterprise Contact Centre Services (ECCS) was established to provide the capabilities and technology that allow internal/external stakeholders the ability to communicate with government service agent or automated self-service system. It includes network and management operational activities for the call centre infrastructure.

This Supply Arrangement does not include contact centre agents in scope.

Request for Supply Arrangements (RFSA) Phase:

1. Canada intends to establish 1 Supply Arrangement per Qualified Respondents (QRs) for Stream 1: ECCS
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. Protected B document safe guarding.

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

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/page.aspx/en/buy/home/buy and click “Register Now”.

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