Information de base

Numéro de référence

0000171394

Organisation émettrice

York University

Type d’appel d’offres

DDI - Demande d’information (Informel)

Numéro d’appel d’offres

I20-172

Titre

Helpdesk/Ticketing Software Platform Solution

Code d’identité d’origine

PU.AC.ON.322261.C75367

Type d’accord

Approvisionnement dans le secteur parapublic

Détails

Emplacement

Canada, Ontario, Toronto

Type d’achat

Une seule fois- Date de livraison:2020-03-09

Description

York University (“York U”) is seeking information on a commercial off-the-shelf helpdesk/ticketing software platform solution to improve productivity and customer satisfaction across the institution. With this RFI, York U is looking to gain insight on the platforms that exist in the marketplace and how these solutions can effectively be applied to York U’s requirements. We are also seeking information on:

General costing;
Industry pricing models; and
Guidance on what industry specific requirements York should be aware of when contemplating the scope requirements for a subsequent Request for Proposal (“RFP”).

The platform that York U is looking for should be sleek, intuitive, mobile-friendly and built with the end-user in mind. For example, the platform should allow for friendly human-like canned automated responses and have the ability (depending on the end-user’s preference) to send these messages in English or in French Canadian. In addition, the end-user should be able to track a ticket or provide feedback without having to click through a number of links.

To improve customer experience, the platform should be flexible enough to enable York U to standardize how ticket information is gathered at the time of reporting. The helpdesk/ticketing platform should also be flexible enough to integrate with other York U critical enterprise systems (example: Active Directory and Business Process Management Software platform)

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Dates

Publication

2020-02-24 09h12:35 HNE

Questions sont soumises en ligne

Non

Date de fermeture

2020-03-06 15h00:00 HNE

Information du contact

Jason Chernecky

416-736-2100 ext. 22516

jchernec@yorku.ca

Processus de soumission

Type de soumission

Soumission physique

Directives additionelles d’appel d’offres

York U will accept RFI responses uploaded and finalized on or before the closing date and time of: Friday March 6, 2020 3:00:00 pm local time. York U accepts no responsibility or liability for misdirected, unreadable or incomplete responses.

All RFI responses and accompanying documents must be uploaded electronically at the appropriate project on https://yorku.bonfirehub.ca/opportunities/30194. York U will NOT accept hard copy responses.

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