IT Help Desk System RFP OSC201718M-035 (the “RFP)
Ontario Securities Commission
20 Queen Street West, F22, Box 55
Toronto ON M5H 3S8
The Ontario Securities Commission (“OSC”) is soliciting competitive Proposals from respondents for the provision of an IT Helpdesk System (helpdesk/service desk) (the “Solution”) as further described in Article 3 of the RFP.
The potential scope of services to be provided under the contemplated engagement includes, but is not limited to:
Scope of Work. The OSC seeks an IT Helpdesk System that can modernize our existing system. We seek a robust and fully hosted incident tracking Solution that moves us off of our aging, on premise system. The new solution should be extendable to other service groups within the OSC and should have integrated workflow capabilities that can replace our aging move/add/change system.
For clarity, our first requirement and initial budget is to replace our IT Helpdesk system; however, the OSC anticipates, pending a successful implementation for our IT Helpdesk, the implementation of the selected Solution into other branches and operations within the OSC that may require a ticketing/service desk solution.
Functionality and Features of the Solution. The proposed Solution should provide the following functionality and features:
(a) incident tracking;
(b) workflow management;
(c) software asset management;
(d) knowledge base;
(e) authentication and integration;
(f) agent access;
(g) access control;
(h) backup and recovery;
(i) problem management;
(j) change management;
(k) integration with existing IT infrastructure;
(l) reporting, auditing, and compliance; and
(m) Service Request Catalog.
The anticipated contract term is three (3) years with seven (7) optional annual renewal terms. The OSC anticipates that work under any resulting contract from this RFP will begin in January 2018.
Responses to this RFP must be submitted in the English language.
This RFP is an open competitive, negotiated request for proposal.
The potential scope of services is described in detail in the RFP for IT Help Desk System RFP OSC201718M-035 which is available through MERX at www.merx.com or 1-800-964-6379, OSC reference number OSC201718M-035. The RFP and all updates may be obtained from Merx for $25.00 CDN.
Proposals must be received on or before 2:00 p.m. Eastern Time on December 07, 2017, by the use of MERX Electronic Bid Submission (EBS). Respondents shall be solely responsible for the delivery of their Proposals in the manner and time prescribed. Respondents must register with Merx to obtain and to submit a response to this RFP. The fee from Merx for EBS is $25.00 CDN.
Questions concerning submitting through MERX EBS should be addressed to:
MERX Customer Support:
Phone: 1-800-964-6379
Email: merx@merx.com
MERX EBS does not allow submissions to be uploaded after the Proposal Submission Deadline, so the respondent should ensure they allow plenty of time to upload the documents.
Proposals transmitted by facsimile or sent by any other means shall not be considered.
This procurement is subject to CFTA Chapter 5 and CETA Chapter 19.
