Debt Management Call Centre (DMCC) Maintenance Services

Solicitation No. 2B0KB-13-1330
Description of Requirement
Shared Services Canada (SSC) requires a Contractor to provide maintenance and support services, on existing equipment, at the following sites, using a Genesys solution for call centre management, on behalf of the Canada Revenue Agency (CRA), for the Debt Management Call Centre and laboratory site at the following locations:
a)	Debt Management Call Centre (DMCC) (Production Environment) – 875 Heron Road that utilises an Avaya (Nortel) Meridian 1, Option 81C that has been upgraded to a CS1000M Multigroup Communication system; and
b)	Laboratory Environment – Connaught Building, 555 Mackenzie Avenue that utilises an Avaya (Nortel) Meridian 1, Option 61C PBX System.

The Contractor must:
a)	Provide SSC with Avaya support under the Partner Assurance Support Services (PASS) program in accordance with the statement of requirements (SOR);
b)	Upgrade the Laboratory Meridian 1 PBX system to release 7.5;
c)	Provide maintenance services for Avaya CS1000M Communications System, Avaya Meridian 1 PBX System, Genesys Solution, related equipment, and associated voice communications cabling at the DMCC and laboratory;
d)	Provide hardware and software maintenance including preventative maintenance, diagnostic and repair, and maintenance and service reporting; 
e)	Provide technical support, on an as and when requested basis;
f)	Perform Moves, Adds, and Changes (MACs), on an as and when requested basis;
g)	Provide professional services, on an as and when requested basis;
h)	Hardware and software upgrades, on an as and when requested basis; and 
i)	Provide replacement parts, on an as and when requested basis. 

The Contract will be for a period of two (2) years.

The Contractor will also provide to SSC, four (4) irrevocable options to extend the period of the contract.  Each option for extension will be for an additional one (1) year period. 

SSC also reserves the right to add, remove, or modify items in the contract resulting from a change to current legislation, policy or program requirements.
The requirement is subject to a preference for Canadian goods and/or services.

The Canada-Chile Free Trade Agreement (CCFTA) does not apply to this requirement.

The Canada-Peru Trade Agreement (CPFTA) does not apply to this requirement.  

NATIONAL SECURITY EXEMPTION (NSE)
On May 28, 2012, the Government of Canada announced on the Government Electronic Tendering Service that it had invoked the NATIONAL SECURITY Exception under the trade agreements in respect of procurements related to email, networks, data centres and telephony requirements for SSC. As a result, this requirement is subject to the NATIONAL SECURITY Exception.

CONTRACTOR SELECTION METHODOLOGY

The evaluation of proposals will be performed in six (6) steps as follows:

Step 1 – Evaluation against Mandatory Criteria
Step 2 – Evaluation against Technical Criteria
Step 3 – Evaluation of Financial Proposal
Step 4 – Selection 
Step 5 – Conditions Precedent to Contract Entry
Step 6 – Contract Entry


CONTRACTING OFFICER

All enquiries regarding this Request for Proposal must be directed in WRITING (see email address below) to:

Andrea Totten
Shared Services Canada
Procurement and Vendor Relations
555 Mackenzie Avenue, 2nd Floor
Ottawa, Ontario  K1A 0L5

Tel. Number: (613) 562-6245
Fax Number: (613) 957-8511
Email Address:  Andrea.Totten@ssc-spc.gc.ca

Proposal documents and supporting information may be submitted in either English or French.

Bids must be received on or before, September 26, 2013 at 2:00 pm EDT.

SSC reserves the right to negotiate with suppliers on any procurement.

ADDRESS FOR SUBMISSION OF BIDS

For submission by mail, courier or drop-off:
		
	Attention Mike Catto
Receiving Dock
	555 Mackenzie Avenue
	Ottawa, Ontario
	K1A 0L5

Telephone No:	(613) 562-6225