BizPaL Partner Support Services Procurement

This requirement is for Innovation, Science and Economic Development Canada (ISED).

This Request for Proposal (RFP) is open only to those Supply Arrangement (SA) Holders listed below who pre-qualified under Stream 4: Business Services – B.10. Help Desk Specialist against the Task-Based Informatics Professional Services (TBIPS) Supply Arrangement (EN578-170432).

More specifically, this requirement is open only to those invited TBIPS Supply Arrangement Holders below who pre-qualified under the following category:

Help Desk Specialist – Level 3

To facilitate the process, Innovation, Science and Economic Development Canada has chosen to attach a copy of the RFP to this NPP to allow those suppliers who were not formally invited to bid on this requirement to submit a proposal should they wish to do so. Only suppliers listed on Annex A of this notice can submit a proposal. (Suppliers listed in Annex A of this notice should hereby consider themselves invited to bid (there is no requirement for the suppliers listed in Annex A to further request to be added to the invited bidders list).

Note: Any resulting Questions and Answers (Q&A) related to this RFP will be posted on GETS as they are issued. No Q&A will be emailed directly to any suppliers. This list will not be updated if additional suppliers request copies of the solicitation.

Description of the Requirement:

The department of Innovation, Science and Economic Development Canada (ISED) requires the services of one (1) Help Desk Specialist (Level 3). The role of the Help Desk Specialist (BizPaL Help Desk / Partner Support Administrator (PSA)) is to provide essential support to the hundreds of participating BizPaL partners and the National BizPaL Office (NBO), including its extended project team. This role encompasses many different activities and responsibilities. As the BizPaL PSA, the resource will be required to coordinate and respond to problems and enquiries raised by the partners and the end-users of BizPaL. As the single point-of-contact, the PSA will provide end-to-end service, logging, tracking, resolving and reporting help desk trouble tickets and other service requests. Although the tickets or information requests may need to be referred or escalated to other specialized NBO staff for resolution, the PSA will be responsible for monitoring the progress and eventual closure of all tickets coming through the single point-of-contact.

The PSA will be required to work on-site at 235 Queen Street. An office will be provided, in a shared accommodation space reserved for consultants. The expectation is that the consultant will work 40 hours per week, beginning at 7:30 AM Eastern Standard Time (EST) to perform the tasks on an on-going basis.

The Department has an obligation to respect the spirit and the letter of the Official Languages Act. It is therefore, imperative that the Bidder’s resource(s) are fluent in both official languages in order to communicate verbally and in writing in the preferred official language of the client.

Proposed Period of Contract:

It is intended to result in the award of one contract each for one (1) year, plus two (2) one-year irrevocable options allowing Canada to extend the term of the contract.

Security Requirements:

Security Requirement for Canadian Supplier: PWGSC File # Common-PS SRCL#2

1. The Contractor/Offeror must, at all times during the performance of the Contract/Standing Offer/Supply Arrangement, hold a valid Designated Organization Screening (DOS), issued by the Canadian Industrial Security Directorate (CISD), Public Works and Government Services Canada (PWGSC).
2. The Contractor/Offeror personnel requiring access to PROTECTED information, assets or sensitive work site(s) must EACH hold a valid RELIABILITY STATUS, granted or approved by CISD/PWGSC.
3. The Contractor/Offeror MUST NOT remove any PROTECTED information or assets from the identified work site(s), and the Contractor/Offeror must ensure that its personnel are made aware of and comply with this restriction.
4. Subcontracts which contain security requirements are NOT to be awarded without the prior written permission of CISD/PWGSC.
5. The Contractor/Offeror must comply with the provisions of the:
   1. Security Requirements Check List and security guide (if applicable), attached at Appendix C;
   2. Industrial Security Manual (Latest Edition).