Basic Information

Reference Number

0000066793

Issuing Organization

MPAC, Municipal Property Assessment Corporation

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

RFP-0056-2017

Title

Cloud Based Software as a Service (SaaS) Contact Solution

Source ID

PP.CO.ON.605327.C91385

Details

Location

Canada, All of Canada, All of Canada

Purchase Type

Term: 2018/06/01 12:00:00 AM EDT - 2021/05/21 12:00:00 AM EDT
Option: Option to extend for two additional one year terms

Description

MPAC is seeking a Provider to provide a Software as a Service solution for MPAC’s Contact Center infrastructure. Simply stated, the business goals are to:

deliver a customer centric and usability focused experience;
deliver a very high performing, continuously available service;
minimize the use of the voice channel by our customers;
minimize the need for transfer to a live agent even on the voice channel by using event based servicing of simple calls (i.e. customer can use IVR to check status of a work object/ticket without having to speak to a live agent);
maximize the number of customers using the self-service channel;
deliver this service in the most cost effective manner possible

MPAC’s intent is to engage the awarded Respondent for a term 5 years.
Applicable insurance will be requested from the awarded Respondent(s) upon conclusion of the RFP process.
MPAC’s RFP-0056-2017 is subject to Chapter 5 of the Canadian Free Trade Agreement.

PLEASE REFER TO THE ASSOCIATED DOCUMENT(S) FOR FURTHER DETAILS - THANK YOU.

Dates

Publication

2017/09/21 04:40:21 PM EDT

Bid Intent

Not Available

Question Acceptance Deadline

2017/10/05 02:00:00 PM EDT

Questions are submitted online

Closing Date

2017/10/24 02:00:00 PM EDT

Contact Information

Carly Chevalier

289-315-3029

carly.chevalier@mpac.ca

Bid Submission Process

Bid Submission Type

Physical Bid Submission

Envelope 1 - Identity & Proposal

Additional Bidding Instructions

Respondents shall submit the following number of copies:
One sealed envelope/package titled “Original Proposal with Pricing” containing:

1 Original complete proposal with pricing information
1 USB of the complete proposal with pricing information

Separate sealed envelope/package titled “Copy of Proposal without Pricing” containing:

1 hard copy of the Proposal without pricing information
1 USB copy of the Proposal without pricing information

Respondents are to ensure that the file names of the USB files clearly identify the contents.

© MERX - All rights reserved. No part of the information on this Web Site may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of MERX and the Minister of the participating government department (if applicable). MERX, the Minister nor the Contracting Authority will assume responsibility or liability for the accuracy of the information contained in the publication.