The Canadian Red Cross (CRC) plays a critical role in responding to natural disasters and humanitarian crises around the world. CRC leads the response to such disasters in Canada and is a market leader in providing First Aid, Swimming and Water Safety programs to Canadians.
CRC is dependent upon agency partners to facilitate the delivery of its services to its wide group of stakeholders. The CRC is therefore seeking one or more service providers to provide call centre and communication services with respect to our donors, customers, training partners, clients, beneficiaries, volunteers, and the public (the
“Services”).
NOTE: CRC expects to award an Agreement to more than one Bidder for contingency planning purposes. This does not in any way limit the CRC’s right to not award any agreement from this Request for Proposal (“RFP”) or to award only one Agreement from the RFP. For more information, please see Section 7 – Terms, below.
The work contemplated by this RFP will be separated into three separate Statements of Work (See Schedules B, C, and D) which is broadly categorized into two categories:
- Work for which Bidders are not required to be Payment Card Industry (PCI) - Compliant: There is no requirement for Bidders’ Call Centres, equipment or hosting platforms to be PCI compliant. They must still be verifiably secure. This verification would include , but limited to: CRC SaaS Vendor Security and Hosting Compliance Requirements, SOC 2 compliance, most recent penetration test and vulnerability results.
- Bidders must be PCI-Compliant: The PCI-compliance of the Bidders’ Call Centres, equipment and hosting platforms is critical to CRC for this type of work. The PCI-compliance must be verified annually, at the Bidder’s sole expense, by a PCI-Qualified Security Assessor (QSA). CRC must have back-up capacity from a second PCI-compliant Bidder, so this work will be split between two successful Bidders - the percentage split will be determined by the bids received.
As stated above, CRC expects to award agreements resulting from this RFP to more than one Bidder.
Please clearly indicate in your Proposal if you are bidding on all three or only one or two Statements of Work covered by this RFP. CRC expects the volume of work from this RFP to expand in type and to grow in volume over time. Additional or expanded tasks may be assigned under any contracts resulting from this RFP. The resulting contracts will serve as Master Service Agreements (MSAs) (setting the price and term of work) but new Statements of Work may be added under the MSAs, at CRC’s discretion and subject to the Bidder’s capacity, under the existing MSA at the same prices. If bidding on only a portion of the work, please clearly indicate your capacity and the ability of your operations to grow over time.
