Tier 1 IRCC Contact Centres RFP - Government Contact Centre Services (GCCS) – Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)
Solicitation number BPM015699/A
Publication date
Closing date and time 2022/06/13 14:00 EDT
Description
Tier 1 IRCC Contact Centres RFP - Government Contact Centre Services (GCCS) – Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)
This requirement is for: Shared Services Canada on behalf of its clients and partners.
This requirement is open only to those supply arrangement holders under Government Contact Centre Services (GCCS) who qualified under the following streams and categories:
- Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)
The following SA Holders have been invited to submit a proposal:
- IBM Canada Limited
- Rogers Communications Canada Inc
- Intermedia.net Inc
Description of the Requirement:
Shared Services Canada has a requirement for:
The Client Support Centre at Immigration, Refugee, Citizenship Canada provides personalized client support for clients seeking immigration information, application status, technical support and other services through three primary channels: telephone (in-Canada only), email (via a webform), and the Ministerial Centre for Members of Parliament and Senators. Live agent telephone support is offered to clients located in Canada, coast to coast, during business hours, and touchtone self-service for general information and simple application status is available through the Interactive Voice Response system 24/7. In-Canada and overseas clients can contact the CSC via email. Specialized support channels and services are also provided by the CSC in response to global events (e.g. Fort McMurray wildfires, Operation Syrian Refugees, air disaster PS752, Lebanon explosion and Afghanistan efforts).
The requirement is to support x1,000 agents currently in-service and the option to obtain up to x5,000 agents.
The contact centres in scope of this procurement are of medium size and medium complexity depending on the types of features consumed by each contact centre.
SSC has issued a Request for Proposal to suppliers who are qualified under the streams and categories listed above.
Level of Security Requirement:
Resource(s) Minimum Security Level Required is/are: Reliability Status & Secret
Proposed period of contract:
The proposed period of contract shall be for 5 years with 5 additional 1-year option periods.
Applicable Trade Agreements:
Canada-Chile Free Trade Agreement (CCFTA)
Canada-Colombia Free Trade Agreement
Canada-European Union Comprehensive Economic and Trade Agreement(CETA)
Canada-Honduras Free Trade Agreement
Canada-Korea Free Trade Agreement
Canada-Panama Free Trade Agreement
Canada-Peru Free Trade Agreement (CPFTA)
Canadian Free Trade Agreement (CFTA)
World Trade Organization Agreement on Government Procurement (WTO-AGP)
Canada-Ukraine Free Trade Agreement
Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
Additional Details:
File Number: BPM015699/A
Contracting Authority: James Graves
Phone Number: 613-668-9563
E-Mail: james.graves2@canada.ca
Solicitation Documents: . Request for Proposal (RFP) documents will be issued via P2P portal directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to bid on this requirement.
The Government Contact Centre Services (GCCS) Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement is subject to annual refresh cycles. If you wish to find out how you can be a “Qualified SA Holder”, please contact james.graves2@canada.ca.
Contract duration
Refer to the description above for full details.
Trade agreements
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World Trade Organization Agreement on Government Procurement (WTO GPA)
-
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-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
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Shared Services Canada
- Address
-
90 Metcalfe StreetOttawa, Ontario, K0A 0C3Canada
- Contracting authority
- Graves, James
- Phone
- 613-668-9563
- Email
- james.graves2@canada.ca
- Address
-
180 Kent StreetOttawa, ON, K1P 0B6CA
Buying organization(s)
- Organization
-
Shared Services Canada
- Address
-
90 Metcalfe StreetOttawa, Ontario, K0A 0C3Canada
Bidding details
Details for this tender opportunity are provided in the Description tab.
Please contact the contracting officer to get the full solicitation documentation, access information on how to bid, or if you have any questions regarding this tender opportunity.
Note that there may be fees to access the documents or bid. These should be outlined in the Description tab.
We recommend that you contact the contracting officer as soon as possible, as there may be deadlines for receiving questions.
Related notices
Contracts awarded (1) This tender notice has 1 related award notices. Click to collapse
This is a list of other contracts that were awarded related to solicitation number BPM015699/A. Click the link under “More details” to view the contract details.
Company name
|
Contract number
|
Amendment date
|
Award date
|
More details |
|---|---|---|---|---|
| Rogers Communications Canada Inc | K000020989 | Not available | 2022/08/26 | Viewthe details of contract K000020989 for Rogers Communications Canada Inc |
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