REQUEST FOR QUALIFICATIONS (RFQ) 1 800 O-Canada Contact Centre Services

Trade Agreement: Canadian Free Trade Agreement (CFTA)
Tendering Procedures: The bidder must supply Canadian goods and/or services
Competitive Procurement Strategy: Best Overall  Proposal
Comprehensive Land Claim Agreement: No
Nature of Requirements: 

*** THE CLOSING DATE HAS BEEN CHANGED TO NOVEMBER 16, 2018 ***

REQUEST FOR QUALIFICATIONS (RFQ) 1 800 O-Canada Contact Centre Services

ESDC is responsible for the contact centre that delivers the Government of Canada (GC)’s Telephone General Enquiries Services Program (Tier 1) to the public through the 1 800 O-Canada service and Customized Information Services (CIS). 

ESDC has a contract in place with a vendor to provide and manage the human resources that are necessary to deliver these information services to the public. The current contract expires on November 29, 2019. In order to continue to deliver these information services to the public without any interruptions, ESDC must re-tender its contract for contact centre services.

The objective of this procurement project is to select a single qualified contractor who will provide Contact Centre Services, Facilities and related services as required to meet the needs of Service Canada’s 1 800 O-Canada and CIS services. 

The planned duration of the contract will be 5 years with 5 one-year option years exercised at Canada’s sole discretion on a year-by-year basis.

The purpose of this Request for Qualifications (RFQ) is to invite interested parties to submit a response indicating their interest in, and qualifications for, the project. Based on these responses, Canada intends to select, in accordance with the terms of this RFQ, a shortlist of up to four (4) respondents; these respondents will be invited to participate in the next stage of the procurement process, namely the Request for Proposals (RFP) stage, whose aim will be to select a single contractor to provide the required 1 800 O-Canada and CIS contact centre services.

The Annex J - Statement of Requirements document will be provided to interested parties upon request.

Requests for the document must be submitted to: 

Susan Westall
Supply Team Leader
Public Services and Procurement Canada 
Telephone: 613-949-8350
Email: susan.westall@pwgsc-tpsgc.gc.ca

An information session will be held on October 17, 2018 from 10 a.m. to 12 p.m. Eastern time. 

All interested parties must register with the Procurement Authority Canada Contact Person (the Supply Team Leader below) before the information session to confirm their attendance; they should also provide to the Procurement Authority, in writing and at least two (2) business days before the information session, the names and email addresses of the person(s) who will be attending (either in-person or by teleconference) and a list of questions they wish to discuss (if applicable). 

There will be a maximum of two (2) in-person representatives per registered interested party. Additional representatives will be able to attend by teleconference. Interested parties who do not confirm attendance will not be allowed to participate in the information session. Any changes to the attendance list should be addressed to the Procurement Authority Canada Contact Person at least two (2) business days before the information session.

Any clarifications or changes to the RFQ resulting from the information session will be issued as an addendum to the RFQ. Interested parties who do not attend the information session will not be precluded from submitting a response.

To register for the information session, interested parties must contact:

Susan Westall
Supply Team Leader
Public Services and Procurement Canada 
Telephone: 613-949-8350
Email: susan.westall@pwgsc-tpsgc.gc.ca

Delivery Date: Above-mentioned

The Crown retains the right to negotiate with suppliers on any procurement.

Documents may be submitted in either official language of Canada.