Information de base

Numéro de Référence

00004283134

Organisation émettrice

Ontario Shared Services

Type d’appel d’offres

DDS - Demande de soumission (Formel)

Numéro d’appel d’offres

tender_17837

Titre

Project: tender_17837 - Cloud-based Contact Centre as a Service (CCaaS)

Code d’identité d’origine

SCRIBE

Détails

Emplacement

Ontario

Type d’achat

Non-mentionné

Dates

Publication

2024-10-28 14h37:00 HAE

Date de fermeture

2024-12-04 11h00:00 HNE

Information du contact

Jason Li

Jason.Li@supplyontario.ca

Description

he Ministry of Public and Business Service Delivery and Procurement (the “Ministry") is establishing a Cloud Contact Centre as a Service (CCaaS) Enterprise Vendor of Record (VOR) Arrangement for the provision of a single Vendor to be the Managed Service Provider (MSP) that will provide an integrated solution, delivered as a Software as a Service (SaaS), with the following cloud capabilities and services listed below:

• Contact Centre as a Service (CCaaS)
• Workforce Management (WFM)
• Quality Management (QM)
• Customer Relationship Management (CRM) and Knowledge Management (KM)
• Professional Services

The MSP assumes responsibility for delivering the described deliverables in this document, alongside the associated Schedules and Appendices contained within this RFB.

Bidders are required to submit bids for all categories, and the evaluation and award process will be conducted collectively for all categories.
Scope of Work
Ontario is making it easier and more convenient for individuals and businesses to access government services. Foundational to this transformation is acquiring and implementing modernized CCaaS Integrated Solutions for the government-wide delivery of public-facing programs.

The CCaaS Integrated Solution will meet present and future program delivery needs while enabling inclusive customer options through multiple engagement channels, including inbound voice, chatbot, live chat, video chat, email, outbound voice, and more. The Ministry aims to achieve this by securing access to qualified technology solution providers through a Managed Service Provider model.

In addition, the Province of Ontario is committed to realizing operational and Information Technology cost savings for Ontario taxpayers. With a focus on user needs and critical requirements for operations, this approach will enable the Ministry to extend these services across the entire Ontario government CCaaS technology ecosystem, including Clients or organizations that qualify as part of the Broader Public Sector (BPS).

This Enterprise VOR will support the delivery of program mandates across the Government in alignment with the Supply Ontario Mandate.

Invitation to optional information session
The Ontario Public Service (OPS) is pleased to invite you to an optional information session regarding the Request for Bid (RFB) for the Contact Centre as a Service (CCaaS) Integrated Solution Enterprise Vendor of Record (VOR) Arrangement. This session will provide an opportunity to review the RFB, clarify key requirements, and ask general questions. While attendance is optional, we encourage bidders to participate for a clearer understanding of the expectations outlined in the RFB.
Please be reminded that all communications and official documents related to this RFB, including addenda, clarifications, and amendments, will be posted through the Ontario Tenders Portal (OTP). It is the responsibility of each bidder to regularly monitor OTP for any updates or changes.
Session details:
• Date: October 30, 2024
• Time: 10.00 AM (Toronto Time)
• Location:https://events.teams.microsoft.com/event/84afc123-a302-4b7b-a941-11ec458fd783@cddc1229-ac2a-4b97-b78a-0e5cacb5865c
• Duration: One (1) hour
Agenda:
The session will cover the following topics:
1. A review of the RFB’s purpose, objectives, and expected outcomes.
2. Clarification of the specific deliverables, technical requirements, and mandatory criteria outlined in the RFB.
3. Explanation of the evaluation methodology, including mandatory and rated criteria, in accordance with the OPS Procurement Directive.
4. Administrative requirements for submission and instructions on ensuring compliance with RFB timelines.
Next steps:
Bidders interested in attending the session must RSVP through the Ontario Tenders Portal (OTP) in accordance with section 1.2.7 of the RFB, no later than October 29, 2024, 2024 | 10:00 AM (Toronto time).
Following the session, any information shared that affects the RFB will be posted as an official addendum through OTP.
We look forward to your participation and appreciate your interest in this procurement opportunity.

Afficher davantage

Dérogation All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued by the originator of the notice. MERX asks you to contact the buying agency directly for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the main tender document and/or on this notice abstract.

Toutes les modifications associées à cet avis d’appel d’offres ainsi que les documents, les plans et les spécifications sont générés par l’entité responsable des achats (l’acheteur). S’il vous plait, contactez-le directement pour les addenda. Veuillez notez qu’il se peut que les fournisseurs soient obligés de s’inscrire directement avec l’acheteur. Vous pouvez trouver leur coordonnées dans le document principal ou dans l’abstrait de l’avis d’appel d’offre.

Source: https://ontariotenders.app.jaggaer.com/