The ability to remotely control and manage workstations which are distributed nationally is a critical requirement of the Canada Post Group of Companies (CPGC). Innovapost and our partners provide second and third level support for over 5,500 Canada Post retail locations across the country with approximately 6,800 retail point of sale wickets. Support teams require the ability to view, diagnose, and remotely take over any device for troubleshooting and problem resolution. Second and third level support groups consist of approximately 175 support agents.
Our distributed network of retail point of sale devices are physically distributed from sea-to-sea-to-sea in almost every community across Canada. Our systems operate within a private network leveraging a variety of connectivity options ranging from very high-speed stable links to low-bandwidth/high-latency connections. Our network design does allow for integration with most major cloud service providers including Azure and AWS. Microsoft Azure is our current and preferred cloud solution. Our support teams are generally centralized in the National Capital region but should be able to securely connect to any retail device from anywhere within the country (with an adequate internet connection). Technician connectivity could use of our existing VPN solution or, preferably, directly over the internet (with appropriate security protections).
Support teams require the ability to fully simulate a physical presence including (but not limited to) the ability to view the customer’s screen(s) assist with or take over the client’s mouse/keyboard, and chat interactively with the customer. Additionally, the support technicians should have easy access to critical diagnostic tools without interrupting the customer’s session including (but not limited to) command prompt (both elevated and Limited User Account), file transfer services, review of system resources (system services, memory, hardware devices, event logs, etc.).
Beyond the core remote system management capability, Innovapost is interested in learning about capabilities supporting auditing functions, security services, and integration with other backend systems (such as ITSM, directory services, knowledge repositories, etc.).
Innovapost is seeking information relating to third-party Remote management tools and services which can provide these types of secure remote management capabilities.
