Canada Business Ontario - Contact Centre

Trade Agreement: NAFTA/AIT/Canada FTAs with Peru/Colombia/Panama
Tendering Procedures: All interested suppliers may submit a bid
Attachment: None
Competitive Procurement Strategy: Lowest/Lower Bid
Comprehensive Land Claim Agreement: No
Nature of Requirements: 
Canada Business Ontario (CBO)

THIS DOCUMENT CONTAINS SECURITY REQUIREMENT

Canada Business Ontario (CBO) is a federal venture that
collaborates with the provincial government to provide
information to entrepreneurs and small businesses to assist in
making informed business decisions. 

CBO's Contact Centre serves clients in Ontario (in both official
languages English and French) 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. In addition, CBO provides
support to Research & Development and innovation clients across
Canada interested in learning about a multitude of national and
regional funding initiatives and innovation related services,
facilities, and experts.  CBO also provides contact centre
services on behalf of other government programs or departments.
The Contact Centre of the CBO, located at  151 Yonge Street,
Toronto, Ontario 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 7:30 a.m.
to 7:30 p.m. EST) clients are connected to a Call Centre agent
for personalized service.

This requirement is for the management of the CBO Contact
Centre.  The Contractor's primary role is:

1.	The provision of 12 Call Centre agents to provide client
service through a telephone Contact Centre.
2.	The provision of manager(s) accountable for planning,
directing, and controlling all aspects of a successful Contact
Centre operation.  The manager(s) must have a minimum of 3
years' experience in a Contact Centre; a minimum of two years
working in a management/supervisory role.
3.	Provision of an off-site Help Desk single point of contact
for communication.
4.	The provision of additional Contact Centre expert to support
manager(s) on issues relating to, but not limited to:
operation/management; processes; technology; quality assurance;
training, etc. with five years of Contact Centre customer care
experience.

(See Request for Proposal for a complete Statement of Work.)

The contract period is from 1 April 2014 to 31 March 2015, with
four additional one year option periods.

Some of the mandatory criteria for this requirement are as
follows, but not limited to (see Request for Proposal for a
complete list): 

1.  Bidder must make available as a minimum 60% staff qualified
to provide bilingual service that is equivalent to the federal
bilingual level (CCC/CCC) during the period of the contract.
2.  Bidder must have experience in the management of a Single
Point of Contact Help Desk.
3.  Bidder must have minimum of five (5) years experience in
staffing similar call centre operations.  Reference is required
from user.
Bidder must comply with the Security Requirement.  Bidder must
hold a valid DOS Clearance at the date of bid closing.
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 C;
	(b) Industrial Security Manual ( Latest Edition ).


Optional Site Visit
It is recommended that the Bidder or a representative of the
Bidder visit the work site. Arrangements have been made for a
tour of the work site. The site visit will be held on  29
January 2014, at 10:00 AM at 151 Yonge Street, Toronto, Ontario 
M5C 2W7. Bidders are requested to communicate with the
Contracting Authority 5 days before the scheduled visit to
confirm attendance and provide the name(s) of the person(s) who
will attend. Bidders may be requested to sign an attendance
form. Bidders who do not attend or send a representative will
not be given an alternative appointment but they will not be
precluded from submitting a bid. Any clarifications or changes
to the bid solicitation resulting from the site visit will be
included as an amendment to the bid solicitation.

Bidders' Conference
A bidders' conference will be held at 151 Yonge Street, Toronto,
Ontario  M5C 2W7 on 29 January 2014. The conference will begin
at 10:30.  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
names of the person(s) who will be attending and a list of
issues they wish to table at least 5 working days before the
scheduled conference.

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.
Delivery Date: 01/04/2014

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

Documents may be submitted in either official language of Canada.