Call 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: 

Call Centre Services

QD003-197452/A
Semple, Patrick
Telephone No. - (613) 530-3117 
Fax No. - (613) 545-8067 

GSIN: T000K, Call Centre Services, Quantity: 1, Unit of Issue: Each, Delivery Date: See Herein

THIS DOCUMENT CONTAINS SECURITY REQUIREMENT


Small Business Services (SBS) is a service provided through the Federal Economic Development Agency for Southern Ontario (FedDev Ontario). 

SBS’s Call Centre serves clients in Ontario (in both official languages) who want to locate federal-provincial business information, including information on government programs, transactions/services, regulations and general business information such as “how to start a business,” as well as secondary market research. 

The Call Centre provides first-line access for clients via email and through toll-free numbers.  All calls and emails are processed through Call Centre-specific equipment and technology, where during regular business hours (Monday to Friday 8:30 a.m. to 5:00 p.m. EST) clients are connected to a Call Centre Agent for personalized service.  Each Call Centre Agent serves these clients with the help of on-line and internal information resources and is able to provide additional assistance through print formats.  In addition to incoming telephone inquiries, information requests are also received by email, and occasionally by fax or regular mail.  Call Centre Agents may also perform outbound calls when returning a client’s call.  It can be assumed that, in the future, additional web-based services may be implemented within the existing access channels.  

The Call Centre is located at 151 Yonge Street, 14th Floor, Toronto, Ontario.

The Contractor must provide the services of a bilingual client-focused team to work within the infrastructure, priorities and direction provided by FedDev Ontario.

The Call Centre Service Team consists of:
• Manager
• Call Centre Expert
• Call Centre Agent(s).

The needs of the SBS services fluctuate throughout based on the development of new partnerships, or the termination of existing partnerships, with Federal or provincial departments to provide contact call centre services.  The SBS must therefore have the means to quickly and efficiently adjust its Call Centre resource levels in order to meet the needs brought on by these changes

The contract period is from 1 April 2019 to 31 March 2020, with four additional one year option periods.

At the date of bid closing, the Bidder must comply with the Security Requirement.  

SECURITY REQUIREMENT FOR CANADIAN SUPPLIER

1. The Contractor/Offeror must, at all times during the performance of the Contract/Standing Offer, hold a valid Designated Organization Screening (DOS), issued by the Canadian Industrial Security Directorate (CISD), Public Works and Government Services Canada (PWGSC).

2. The Contractor/Offeror personnel requiring access to sensitive work site(s) must EACH hold a valid RELIABILITY STATUS, granted or approved by CISD/PWGSC.

3.  Subcontracts which contain security requirements are NOT to be awarded without the prior
  written permission of CISD/PWGSC.

4. The Contractor/Offeror must comply with the provisions of the:

a) Security Requirements Check List and security guide (if applicable), attached at Annex ____;

b) Industrial Security Manual (Latest Edition).


Bidders' Conference

A bidders' conference in the form of a Webex will be held on January 31, 2019 at 10:00 AM. The scope of the requirement outlined in the bid solicitation will be reviewed during the conference and questions will be answered. It is recommended that bidders who intend to submit a bid attend or send a representative.

Bidders are requested to communicate with the Contracting Authority before the conference to confirm attendance. Bidders should provide, in writing, to the Contracting Authority, the name(s) of the person(s) who will be attending and a list of issues they wish to table no later than January 30, 2019 at 4:00pm EST.

Any clarifications or changes to the bid solicitation resulting from the bidders' conference will be included as an amendment to the bid solicitation. Bidders who do not attend will not be precluded from submitting a bid.

IMPORTANT: This tender is part of Public Works and Government Services Canada’s initiative to submit bid submission files electronically using epost Connect. Interested bidders should refer to Part 2 of the solicitation document entitled Instructions to bidders/offerors/suppliers, as the case may be, for instructions on how to participate and submit their files electronically for this tender.

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.