Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) RFSA Refresh

Solicitation number BPM010227/C

Publication date

Closing date and time 2021/11/15 14:00 EST

Last amendment date


    Description

    Title:

    Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) RFSA Refresh

    Solicitation Number:

    BPM010227/C

    GSIN:

    T000K - Telephone Services / Contact Centre Services

    Tender Type:

    RFSA Refresh

    Tendering Procedure: Open

    Response Closing Date: November 15, 2021 @2:00pm ET

    Description of Requirements: The Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) Request for Supply Arrangement (RFSA) Refresh is being issued by Shared Services Canada (SSC) to provide competitive CCaaS services to SSC clients. 

    This is a 2nd round RFSA Refresh that follows a 1st round RFSA Refresh released on May 31, 2021. Respondents will note that the Mandatory Qualification Criteria has been amended.

    Respondents are requested to attentively read the 2nd Round RFSA Refresh documents in their entirety.

    The intent is to run an open RFSA Refresh solicitation on Buy&Sell for new potential vendors to onboard as pre-qualified Suppliers under the CCaaS SA and compete against subsequent solicitations issued under the Supply Arrangement.

    This procurement activity aims to broaden the list of Suppliers to enable competition and value for SSC clients and aligns to SSC’s Canada Free Trade Agreement (CFTA) obligations for Supply Arrangements.

    Request for Supply Arrangements (RFSA) Phase

    1. Canada intends to establish 1 Supply Arrangement per Qualified Respondents (QRs) for Stream 2: CCaaS.

    The scope of any subsequent procurements that may be issued under any resulting Supply Arrangements include Core Features, Extended Features, and any Contact Centre related features and services as determined by Canada.

    Subject to the provisions of this RFSA Refresh, Canada intends to issue the Supply Arrangement(s) with no fixed expiry date and to be used as long as SSC considers it useful to do so. Each resulting Contract issued pursuant to the Supply Arrangement(s) will represent a stand-alone Contract with its own term and expiry date.

    Security Requirements: This solicitation contains a requirement for vendor and personnel security screening at the following levels:

    Vendor Security Requirement: Protected A.

    Personnel Security Requirement(s): Reliability, Secret.

    Trade Agreements: The requirement is subject to the following Trade Agreements:

    1. Canadian Free Trade Agreement;
    2. World Trade Organization Agreement on Government Procurement;
    3. Canada-Chile Free Trade Agreement;
    4. Canada-Colombia Free Trade Agreement;
    5. Canada-Peru Free Trade Agreement;
    6. Canada-Panama Free Trade Agreement;
    7. Canada-Honduras Free Trade Agreement; and
    8. Canada-Israel Free Trade Agreement.

    Procurement for Aboriginal Business: The requirement has not been identified as a set-aside to the Procurement Strategy for Aboriginal Business (PSAB).

    Comprehensive Land Claims Agreements (CLCAs): Subsequent solicitations issued under the resulting Supply Arrangement may consider contracting obligations that exist in Comprehensive Land Claim Agreement areas across Canada.

    P2P Submission:

    In order to submit a bid, bidders must email the contracting authority indicating their interest via P2P (BPM010227/C): https://sscp2pspc.ssc-spc.gc.ca/page.aspx/en/bpm/process_manage_extranet/16550

    Bidders can view solicitation documents within the P2P tool in the following solicitation: BPM010227/C.

    Bidders must be registered and logged into P2P in order to submit a bid.

    To register, please go to https://sscp2pspc.ssc-spc.gc.ca/page.aspx/en/buy/home/buy and click “Register Now”. 

    Canada reserves the right to cancel the procurement process at any time.

    Contract duration

    Refer to the description above for full details.

    Trade agreements

    • World Trade Organization Agreement on Government Procurement (WTO GPA)
    • Canada-Panama Free Trade Agreement
    • Canada-Honduras Free Trade Agreement
    • Canadian Free Trade Agreement (CFTA)
    • Canada-Chile Free Trade Agreement (CCFTA)
    • Canada-Colombia Free Trade Agreement
    • Canada-Peru Free Trade Agreement (CPFTA)

    Partner with another business

    The functionality to add your company name to the list of interested businesses is temporarily unavailable.

    This list does not replace or affect the tendering procedures for this procurement process. Businesses are still required to respond to bid solicitations, and to compete based on the set criteria. For more information please read the Terms of use.

    Contact information

    Contracting organization

    Organization
    Shared Services Canada
    Address
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3
    Canada
    Contracting authority
    Graves, James
    Phone
    613-668-9563
    Email
    james.graves2@canada.ca
    Address
    180 Kent Street
    Ottawa, ON, K1P 0B6
    CA

    Buying organization(s)

    Organization
    Shared Services Canada
    Address
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3
    Canada
    Bidding details

    Full details regarding this tender opportunity are available in the documents below. Click on the document name to download the file. Contact the contracting officer if you have any questions regarding these documents.

    Tender documents
    Document title Amendment no. Language Unique downloads Date added
    French
    2
    003
    French
    10
    003
    English
    32
    English
    14
    002
    French
    4
    002
    English
    25
    French
    18
    001
    French
    4
    001
    English
    34
    English
    20
    French
    7
    French
    5
    French
    5
    French
    4
    French
    33
    French
    12
    French
    5
    French
    4
    French
    6
    French
    6
    French
    9
    French
    22
    French
    43
    French
    54
    French
    21
    French
    19
    French
    24
    French
    26
    000
    French
    14
    French
    22
    000
    English
    142
    English
    23
    English
    27
    English
    44
    English
    5
    English
    36
    English
    21
    English
    22
    English
    61
    English
    23
    English
    7
    English
    7
    English
    6
    English
    13
    English
    4
    English
    24
    English
    6
    English
    6
    English
    8
    English
    10

    Access the Getting started page for details on how to bid, and more.

    Eligibility and terms and conditions

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    Information may be available on another source prior to being available on CanadaBuys. You may have received this information through a third-party distributor. The Government of Canada is not responsible for any tender notices and/or related documents and attachments not accessed directly from CanadaBuys.canada.ca.

    Government of Canada tender or award notices carry an OpenGovernment License - Canada that governs its use. Related solicitation documents and/or tender attachments are copyright protected. Please refer to our terms and conditions page for more information.

    Summary information

    Notice type
    Request for Supply Arrangement
    Language(s)
    English, French
    Region(s) of delivery
    Canada
    Region of opportunity
    Canada
    Procurement method
    Competitive – Open Bidding

    Support for small and medium businesses

    If you have questions about this tender opportunity, please contact the contracting officer, whose information is found in the Contact information tab. 

    Refer to our Support page if you need help or have questions about the government procurement process, including how to bid or how to register in SAP Ariba. You can also contact Procurement Assistance Canada, which has offices across Canada.

     

    Support

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