Basic Information

Reference Number

0000271249

Issuing Organization

Independent Electricity System Operator

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

RFP 502

Title

Contact Centre (CC) Replacement Project

Source ID

PP.CO.ON.252435.C104960

Agreement Type

Open Bidding (OB)

Details

Location

Canada, All of Canada, All of Canada

Purchase Type

Duration: 5 years
Option: 15 x one (1) year optional extensions

Description

The IESO’s Contact Center system (“CC System”) is a mission critical, high availability communication system used by the IESO to maintain the interpersonal communication capabilities necessary for the reliable operation of the Bulk Electric System in compliance with applicable NERC standards (refer to the below Glossary in Section 1.2 for definitions).

The Contact Center Replacement project will replace the existing CC System, including related infrastructure, to provide a reliable vendor supported service that continues to meet the voice communication requirement of the IESO’s Control Room, Market Forecasts & Integration (MFI), Operations Training and Information Technology (IT) Operations.

To adhere to NERC Standards, the Proposed CC System must be hosted on-premises (“on-prem”). The new CC System will be required for a transition no later than July 2025.

Dates

Publication

2024/05/30 09:43:46 AM EDT

Bid Intent

Not Available

Question Acceptance Deadline

2024/06/07 03:00:00 PM EDT

Questions are submitted online

Yes

Closing Date

2024/07/02 03:00:00 PM EDT

Contact Information

Patrick O'Connor

905-403-6900

patrick.oconnor@ieso.ca

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Envelope 1 - Identity & Proposal

Pricing

No pricing in this envelope

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Bid Documents	Documents defining the proposal	Yes	No
No entries

Additional Bidding Instructions

Part 1 – Technical Submission. This includes the information requested in Appendix B related to the Technical Submission and includes any Mandatory Requirements.
Part 2 – Supplier Diversity Submission. This includes the information requested in Appendix B related to the Supplier Diversity criteria.
Part 3 – Supporting Materials. This includes the following appendices other than pricing: Appendix A (Registration Form), Appendix D (Terms & Conditions of Agreement); Appendix E (Financial Capabilities).

Envelope 2 - Pricing

Pricing

In attached document

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Bid Documents	Documents defining the proposal	Yes	No
No entries

Additional Bidding Instructions

Part 4 – Pricing Submission. This includes the information requested in Appendix C, to be provided in either Microsoft Excel or Word, in accordance with the format of Appendix C.

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