RFI 1000374870 QualityAssuranceTool_English

Solicitation number 1000374870

Publication date

Closing date and time 2022/01/21 16:00 EST

Last amendment date


    This is not a bid solicitation. This RFI will not necessarily result in any procurement action. A contract will not result from this activity.

    The Canada Revenue Agency manages a variety of contacts centres to support the delivery of key programs for the Government of Canada (GoC). In the spirit of continued improvement and cloud first interests, the Information Technology (IT) branch of the Agency is seeking information from the industry on the availability of quality assurance tools offered through a Software as a Service (SaaS).

    The sought after quality assurance tools would support the activities in all phases of the contact centre solution development cycle:

    • Development (i.e. software modules/components)
    • Testing (i.e. User acceptance testing, integration testing, load test…)
    • Implementation (i.e. production verification testing)
    • Production (i.e. monitoring)

    CRA Requirement Overview

    The CRA IT branch supports a variety of call flows that can be categorized as self-service, agent assisted or a combination of both. The depth and complexity of menu navigation, personalized transactions and agent assisted routing also varies greatly depending on the line of business and the underlying technology that is being used. In most cases, each line of business is accessible through a toll free number or a local number for international callers.

    As mentioned previously, CRA participates in all phases of the contact centre solution development from creating/customizing contact centre solution to post-production management and monitoring.

    In order to improve and expedite our quality assurance activities, we would be looking for a solution that provides the following, but not limited to:

    • Automated discovery and documentation of existing call paths
    • Automated test case generation
    • Automated functional and regression testing
    • Sound quality assessment
    • Load testing
    • Production monitoring
    • Integration with ticket tracking system

    The requirement overview is intended to provide a broad scope of our intent. As part of the questions/answers section of this RFI, please indicate some of the details that your organization would be seeking to further the analysis of requirements.

    RFI Purpose

    • Determine vendor capabilities in providing a full suite of contact centre automated quality assurance cloud services
    • Provide an opportunity for industry to demonstrate and discuss their offerings
    • Solicit feedback on the costing model and technical architecture.

    Contract duration

    Refer to the description above for full details.

    Trade agreements

    • No trade agreements are applicable to this solicitation process
    • Set-Aside Program for Aboriginal Business (SPAB)
    • World Trade Organization Agreement on Government Procurement (WTO GPA)
    • Ontario-Quebec Trade and Cooperation Agreement
    • Quebec-New York Corridor Agreement
    • Quebec-New Brunswick Procurement Agreement
    • General Agreement on Tariffs and Trade (GATT)
    • Canada-Panama Free Trade Agreement
    • Canada-Korea Free Trade Agreement (CKFTA)
    • Canada-Honduras Free Trade Agreement
    • Canadian Free Trade Agreement (CFTA)
    • Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
    • Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
    • Canada-Ukraine Free Trade Agreement (CUFTA)
    • Canada-UK Trade Continuity Agreement (Canada-UK TCA)
    • Atlantic Procurement Agreement
    • Canada-Chile Free Trade Agreement (CCFTA)
    • Canada-Colombia Free Trade Agreement
    • Canada-Peru Free Trade Agreement (CPFTA)
    • Comprehensive Land Claim Agreement (CLCA)
    • Land Claim Set Asides (LCSA)

    Partner with another business

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    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

    Canada Revenue Agency
    555 Mackenzie Avenue
    Ottawa, Ontario, K1A 0L5
    Contracting authority
    Webb, Alastair
    250 Albert Street
    Ottawa, ON, K1A 0L5

    Buying organization(s)

    Canada Revenue Agency
    555 Mackenzie Avenue
    Ottawa, Ontario, K1A 0L5
    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

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

    Eligibility and terms and conditions

    Government of Canada tender and awards notices, solicitation documents, and other attachments are fully accessible and available free of charge and without having to register on CanadaBuys.

    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 Information
    English, French
    Region(s) of delivery
    National Capital Region (NCR)
    Region of opportunity
    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.



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