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

Solicitation number G9292-170324/C

Publication date

Closing date and time 2018/11/16 14:00 EST

Last amendment date


    Description
    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.

    Contract duration

    Refer to the description above for full details.

    Trade agreements

    • Canadian Free Trade Agreement (CFTA)

    Partner with another business

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    Contact information

    Contracting organization

    Organization
    Public Works and Government Services Canada
    Address
    11 Laurier St, Phase III, Place du Portage
    Gatineau, Quebec, K1A 0S5
    Canada
    Contracting authority
    Westall, Susan
    Phone
    (613) 949-8350 ( )
    Email
    susan.westall@tpsgc-pwgsc.gc.ca
    Address
    360 Albert St./ 360, rue Albert
    12th Floor / 12ième étage
    Ottawa, Ontario, K1A 0S5

    Buying organization(s)

    Organization
    Employment and Social Development Canada
    Address
    142 Prom. du Portage
    Gatineau, Quebec, J8X 2K3
    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
    008
    French
    11
    008
    English
    55
    007
    French
    5
    007
    English
    28
    006
    French
    3
    006
    English
    28
    005
    French
    4
    005
    English
    29
    004
    French
    9
    004
    English
    31
    003
    French
    7
    003
    English
    37
    002
    French
    5
    002
    English
    43
    001
    French
    8
    001
    English
    44
    000
    French
    34
    000
    English
    243

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    Summary information

    Notice type
    Request for Information
    Language(s)
    English, French
    Region(s) of delivery
    Alberta
    ,
    British Columbia
    ,
    Manitoba
    ,
    New Brunswick
    ,
    Newfoundland and Labrador
    ,
    Nova Scotia
    ,
    Northwest Territories
    ,
    Nunavut Territory
    ,
    Ontario (except NCR)
    ,
    Prince Edward Island
    ,
    Quebec (except NCR)
    ,
    Saskatchewan
    ,
    Yukon
    ,
    National Capital Region (NCR)
    Procurement method
    Competitive – Selective Tendering
    Selection criteria
    Highest Combined Rating of Technical Merit and Price
    Commodity - GSIN
    Click the links below to see a list of notices associated with the GSIN codes.

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