Managed Services Contact Centre

Elections Canada (EC) has identified the EC Contact Centre (EC3) initiative as one of its corporate business priorities. To be realized by 2019, the EC3 project will provide the Canadian public with seamless, accurate and timely responses using the communication channel of their choice, such as online self-service, phone, an enhanced structured webform, social media and in-person service.

In support of the EC3 initiative, EC is looking to procure the services of Managed Services Contact Centre (MSCC) providers to increase and improve current and future service offerings to EC clients including the general public. It is expected that MSCC providers will be responsible and accountable for all aspects of the contracted service including recruitment and training of the necessary human resources to provide MSCC services to electors for the next and subsequent general elections.

In order to assist Elections Canada (EC) in refining its requirements, EC is seeking input and feedback from possible MSCC providers to assist in defining the business requirement.

During the 42nd general election, EC’s Public Enquiries Unit answered about 254,500 calls in total, with over 21,000 calls on polling day. Typically a general election covers a 37-day period. As can be seen in Annex B - 41st General Election Call Volumes Graph, a typical general election requires the rapid hiring of agents over a short period, and minimal time for necessary quality control processes to be fully realized.

EC wishes to identify the possible suppliers and solutions available in the marketplace that could contribute to successfully responding to this challenge. EC is interested in determining the number of MSCC providers that would be interested in bidding on a possible Request for Proposal (RFP) for MSCC services and obtaining information about these MSCC providers.

EC wishes to outsource recruitment, training and contact centre services to be provided to electors during future electoral events. Services must be provided within appropriate service levels, in a professional and accurate manner, in the electors’ language of choice and with zero service complaints.

Strategic and operational goals

• To reassure Canadians that EC is a knowledgeable and trustworthy steward/administrator of the electoral system;
• To enhance the client experience by being responsive, consistent and transparent in service delivery; and
• To implement a continual improvement model by learning from and adopting best practices.

Operational outcomes of interactions that lead to the above strategic goals

• Build on EC’s reputation and instil public trust by deploying a knowledgeable and professional workforce;
• Improve client service to electors and returning officers;
• Improve the client journey, increasing the likelihood of first contact resolution and eliminating touch points in the event escalation; and
• Deliver high-quality service and support for agent development by leveraging quality assurance program and customer satisfaction metrics.

In order to obtain supplier feedback and comments we have developed a short online questionnaire. We invite providers to review the attached RFI and complete the questionnaire by accessing the following link;

http://electionscanada.sondages-surveys.ca/s/contactcentre/langeng/