Elections Canada Contact Centers Project (EC3)

Letter of Interest (LOI) / Request for Information (RFI)

Elections Canada Contact Centers Project (EC3)

The information contained in this notice is a brief description of the requirement and is for information purposes only. Suppliers must refer to the complete Request for Information (RFI) document for a full description of the requirement and the instructions for providing a response.

1. Elections Canada File No: ECBP-RFI-16-0256
2. Applicability of Trade Agreements: Yes
3. Comprehensive Land Claim Agreement: No
4. Region of opportunity: World
5. Region of delivery: Canada
6. GSIN: D302A - Informatics Professional Services, D307A - Systems Integration of Informatics Commodities and Services, D307AB - Informatics Systems Integration, D317E - Information Products, N7030 - ADP Software, N7030100 - Software Suppliers, Application, Business, Personnel Management, EDP, R019E - Business Services, R019F Consulting Services, U009B - Computer Assisted Learning, U009E Informatics Training, U009AA Educational Services - ADP Training , T013BZ - Visual Information System, R199B - Miscellaneous Business Services
7. Tender Type: Letter of Interest (LOI)/Request for Information (RFI)
8. Tendering Procedure: Open
9. Attachment: Yes (buyandsell.gc.ca)

1. Background

The Chief Electoral Officer of Canada (“CEOC”), an agent of Parliament, exercises general direction and supervision over the conduct of federal elections, by-elections and referendums. The CEOC heads the Office of the Chief Electoral Officer, commonly known as Elections Canada.

2. Requirement

Elections Canada (EC) has a need to replace and modernize aging systems and practices in support of call centers at EC Headquarters located in Gatineau (ECHQ), field offices and third-party call centres. EC plans to redesign, centralize and standardize the client journey with EC’s clients. The client journey will be enhanced by the implementation of the new case management system (CMS) in order to:

• replace redundant legacy applications and knowledge bases with a sustainable and scalable solution; and

• develop agency-wide practices and tools linked to a renewed infrastructure that will enable business lines to maximize the efficiency of their resources for the purposes of providing timely, accurate and simplified resolutions of client inquiries in and out of Events.

3. Important Information

The information provided by Elections Canada in this RFI is preliminary and may change. This RFI is not a solicitation nor will it be used to pre-qualify or otherwise restrict participation in a future solicitation. 

The information provided by respondent(s) may be used to refine the procurement strategy. The issuance of this RFI does not create an obligation for Elections Canada to issue a subsequent procurement, and does not bind Elections Canada legally or otherwise, to enter into any agreement or to accept any suggestions from respondent(s). However, Elections Canada reserves the right to accept or reject any or all recommendations received. 

All supplier consultations will be documented and this information is subject to the Access to Information Act. Elections Canada will not reveal any designated proprietary information to third parties. Respondent(s) responding to the RFI should identify any submitted information that is to be considered as either company confidential or proprietary.

See attached document for more details.

4. Responding to the Request for Information

To respond to the RFI, you do not need to provide all of the components on EC3 nor are you required to have previous experience with Elections Canada or the Government of Canada. 

The RFI online questionnaire is structured to allow for respondents to complete the components and areas that they are specifically willing to share information with Elections Canada. The objective is to obtain sufficient information from respondents to ensure the required analysis may be performed to allow for recommendations to best align its Elections Canada Contact Centers Project.

See attached document for more details. 

5. Request for Information Online Questionnaire and Submission of Additional or Supporting Documents

1. An online questionnaire must be used by respondents to share information with Elections Canada by the deadline identified in this notice.
2. Additional or supporting documents may be sent by email directly to the Contracting Authority at supplier@elections.ca
3. Documents must be sent electronically. Documents sent via mail or facsimile will not be accepted.
4. The online questionnaire may be completed in English or French and additional or supporting documents may be submitted in either official language of Canada.
5. Elections Canada reserves the right to negotiate with suppliers on any procurement.
6. Further information about Elections Canada may be obtained at http://www.elections.ca.

See attached document for more details.

6. Elections Canada Contracting Authority

All enquiries and other communications related to this RFI shall be directed exclusively to the Elections Canada Contracting Authority:

Barbara Robertson

Senior Advisor, Procurement and Contracting Services

supplier@elections.ca

819-939-1493

Elections Canada File No: ECBR-RFI-16-0256