MERX : 22CEBA13 - Schedule A1 CEBA Call Centre

Award

Award Information

Publication Date

2024/09/09 01:37:00 PM EDT

Exception Clause

19.2.2 a (ii) commercial sale or resale, or for use in the production or supply of a good or a service for commercial sale or resale

Published By

Christine McKinnon

Agreement Type

Canada-European Union Comprehensive Economic and Trade Agreement(CETA)

Notice Type

Professional Services

Term

2022/04/01 12:00:00 AM EDT - 2023/01/31 12:00:00 AM EST

Contact Information

Christine McKinnon

Solicitations@edc.ca

Awardee

Supplier Awarded

Accenture

Address

45 O'Connor St., Suite 1100
Ottawa, Ontario, K1P 1A4
Canada

Awarded Value

$4,100,000.00

Award Date

2022/04/01 12:00:00 AM EDT

Contract Dates

2022/04/01 - 2023/01/31

Description

The CEBA program required call centre capabilities previously provided under A-31 to continue as the CEBA program moved into repayments. This contract is to provide call centre services specifically for CEBA that would provide callers with their application status, application support, CEBA program clarifications and information and collections and replayments support out to January 31, 2023. Capabilities included telephone, interactive voice response (IVR) and routing capabilties, knowledge management, worforce management, reporting, French and English services, call disposition tracking, hold and call back, call recording and storage, call centre agents and training.

Purchase Order 74427