Employment Insurance Long Term Service Delivery Modernization Strategy

OBJECTIVES

The objective of this work is to assist the department in exploring various avenues for a potential modernization initiative that will support continuing improvements in EI service delivery. While the department has achieved significant results over the past decade as a result of ongoing automation and simplification initiatives, given the importance of its programs, the department is looking ahead at possible future service delivery models to meet ever-changing client service expectations and to ensure ongoing cost-effectiveness. EI Service Delivery Modernization is currently in the early stages of discovery and research.  

During the coming months, HRSDC will expand its engagement with business & technology leaders with increasing focus on gathering in depth research into business transformation & industry best practices in areas related to service delivery.  This will include such activities as common benefits processing potential (multi-program), business process re-design, technical renewal & other modernization themes.  To facilitate this effort, HRSDC is seeking the services of an experienced vendor to conduct this work.

This in depth research and analysis on service delivery trends and best practices is intended to expand on our understanding of the potential case for change and allow us to learn more from industry related to success factors, guidelines /conditions in which the best practices could or should be implemented across the enterprise, if we were to advance the thinking around EI Service Delivery Modernization.


SCOPE OF WORK

HRSDC must position itself to be able to respond to business changes quickly and continue to improve service delivery while reducing ongoing operational effort and costs. Therefore, HRSDC is looking for an experienced vendor who has been a key partner in previous successful service transformations and demonstrated a proven and successful approach to change management with experience navigating government processes, building awareness and support for major crown initiatives. The scope of this work is to conduct research and analysis and develop concepts in support of EI Service Delivery Modernization. 

To date, HRSDC has initiated preliminary and high level investigations into modernization and transformation efforts undertaken by other large organization (both public and private) that have similar roles or provide similar services.  This includes both a review of best practices and in some cases, more in-depth case studies.    Additionally, work has been done to undertake a current state assessment document and to develop and socialize a standard Business Reference Model that, when combined with design principles, will be the framework for the development of the future state.

PERIOD OF CONTRACT

The Contract period, will begin on the date the Contract is awarded and ends twelve (12) months from that date.  
BUDGET

The maximum allocated budget for all costs related to the project is $1,600,000 excluding taxes.

Inquiries regarding this RFP requirement are to be submitted to the contracting officer listed below: 

RFP Number: 9483-13-0001
Contracting Officer: Lisa Plante 
Email: nc-solicitations-gd@hrsdc-rhdcc.gc.ca