Basic Information

Reference Number

0000171394

Issuing Organization

York University

Solicitation Type

RFI - Request for Information (Informal)

Solicitation Number

I20-172

Title

Helpdesk/Ticketing Software Platform Solution

Source ID

PU.AC.ON.322261.C75367

Agreement Type

Broader Public Sector (BPS)

Details

Location

Canada, Ontario, Toronto

Purchase Type

One Time Only- Delivery Date: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)

Dates

Publication

2020/02/24 09:12:35 AM EST

Questions are submitted online

Closing Date

2020/03/06 03:00:00 PM EST

Contact Information

Jason Chernecky

416-736-2100 ext. 22516

jchernec@yorku.ca

Bid Submission Process

Bid Submission Type

Physical Bid Submission

Additional Bidding Instructions

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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