RFP Information Technology Service Management (ITSM) with Integrated Telephony
Solicitation number DT-DH-0014-MB
Publication date
Closing date and time 2023/06/22 17:00 EDT
Last amendment date
Description
The Coordinating Entity wishes to establish a strategic partnership with an organization to support improved overall Customer Experience and increased strategic value for its Customers. With the right product, partner and plan, the Coordinating Entity expects to significantly improve Customer Experience through the utilization of a modern ITSM and Telephony platform. The Objectives section (below) outlines the five (5) critical success factors that are intended to be achieved over time with our partner.
The Coordinating Entity is seeking proposals to implement a solution to replace the existing ITSM and Telephony solutions while continuing to meet or exceed the current state organizational capabilities described in Section B – Material Disclosures of the RFP Particulars (Appendix D) before January 3, 2024. The Coordinating Entity is looking to proponents to propose an implementation approach that will result in a successful implementation by the required date and allow for additional efficiencies through extending the solution over time (i.e., an initial implementation with a plan to add capabilities and functionality over time to recognize the full value of the solution and strategic partnership). The Coordinating Entity is open to adopting an organizational structure and/or processes that have been successfully used by other organizations and is seeking a feasible approach to implementation while showing value for Customers through improved Customer Experience and system efficiencies.
The expectation will be for the implementation to commence within 30 days or sooner following the effective date of the Agreement (the “Project”).
Bidding and Documents are available on http://www.merx.com. Fees may apply; See https://www.merx.com/public/pricing for more information.
Contract duration
The estimated contract period will be 0 month(s), with a proposed start date of 2023/08/11.
Trade agreements
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Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
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Contact information
Contracting organization
- Organization
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Shared Health Inc.
- Address
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WR0, 735 Notre Dame AvenueWinnipeg, Manitoba, R3E 0L8Canada
- Contracting authority
- Kevin Sanders
- Phone
- 431-277-1053
- Email
- ksanders@sharedhealthmb.ca
Bidding details
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