The ITSM SaaS Solution

Trade Agreement: CETA / WTO-AGP / CPTPP / NAFTA / CFTA / FTAs with Peru / Colombia / Panama / Korea
Tendering Procedures: All interested suppliers may submit a bid
Competitive Procurement Strategy: Best Overall  Proposal
Comprehensive Land Claim Agreement: No
Nature of Requirements: 

Notice of Proposed Procurement (NPP)

The IT Service Management (ITSM) SaaS Solution

Solicitation Number:  19438-190010/A
Contracting Authority: Marlene Bitsene
Organization name: PWGSC/STAMS
Phone Number:  613-858-9976
E-Mail:  Marlene.bitsene@tpsgc-pwgsc.gc.ca

This requirement is for: Department of Justice (JUS)


Description of the requirement:
The Department of Justice Canada (JUS) assists the federal government in developing policy and making reform laws as needed, as well as acting as the Government’s law firm.  Headquartered in Ottawa, it is a medium sized department, with approximately 5100 staff located across the country.  The office locations include the National Capital Region (NCR), and regional and sub-offices across the provinces and territories. This population of 5100 includes JUS staff within Departmental Legal Services Units (DLSUs), JUS resources who are co-located within other federal departments, primarily within the National Capital Region. 

The Information Solutions Branch (ISB) is responsible for the provision of information management and information technology (IMIT) services to the JUS user community.  IMIT is a key factor in how the Department communicates internally and with its clients as well as how effectively it achieves its business objectives. ISB also provides some technical support services (including Service Desk, connectivity, and IT security services) to approximately 1100 end users within the Public Prosecution Service of Canada (PPSC), through a Memorandum of Understanding.  

ISB’s Co-Located Services Division (CLS) is responsible for the provision and management of end-user devices (including mobile devices), desktop engineering services, first and second level Service Desk and desk-side technical support services. Shared Services Canada (SSC) is responsible for the JUS network and connectivity infrastructure, including the Wide Area Network, firewall services, server hardware and server operating systems.

JUS has made the decision to modernize its Service Desk function and adopt an ITSM practice with a focus on knowledge, process and tools.  Consistent with the GC’s “cloud-first” adoption strategy, JUS requires a Cloud-based IT service management (ITSM) solution to support this transition.  The solution will enable the intake and management of technical service requests, incident reporting, escalation and routing.

Security Requirement:
There is a security requirement associated with this procurement.

Number and proposed period of contract(s):
It is intended to result in the award of one 5-year contract, with 3 one-year irrevocable option allowing Canada to extend the term of the contract.  

Inquiries:
Inquiries regarding this RFP requirement must be submitted to the PWGSC Procurement Authority named above.  

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.