RFIQ-2024-11-18 - RFIQ - Video Relay Service (VRS) Technology Platform Provider (VTPP) Services

To all interested parties:

The Canadian Administrator of Video Relay Service (CAV) Inc. has issued a Request for Information and Qualifications (RFIQ) to gather insights from organizations interested in providing Video Relay Service (VRS) Technology Platform Provider (VTPP) services as part of the (VRS) delivery in Canada.

This RFIQ aims to gather valuable information to identify emerging opportunities and potential solutions.

What is a VTPP?
A VTPP is responsible for supplying the technology platform required for delivering VRS (the “VTP”). This includes managing the technical infrastructure that supports VRS, which facilitates communication between Deaf, hard-of-hearing and DeafBlind individuals and hearing parties.

• Provide the hardware and software that includes the following:
  • Connect Deaf, hard-of-hearing and DeafBlind sign language users with hearing parties and an interpreter or a customer service agent.
  • Allow voice, text and video communication simultaneously.
  • Allow callers to receive recorded voicemail messages.
  • Allow callers to make multiple calls in a single session.
  • Ability to receive and notify multiple devices simultaneously of incoming calls. Once one device answers, the other devices will stop ringing, allowing the answered device to handle the call.
  • Handle both domestic and international point-to-point relay calls (both incoming and outgoing).
  • Allow the assignment of 10-digit numbers to each user account through CAV’s number provisioning provider.
  • Allow proper billings of calls, including billing different ‘legs’ of the calls, for instance to/from the platform, to/from the hearing, Deaf, hard-of-hearing and DeafBlind user.
  • Provide zero-rating support for specific calls by supplying a ‘whitelist’ to telecom providers so VRS-related data usage is excluded from phone bills, as required by the CRTC.
  • Provide for registration and verification of users.
  • Ensure security by maintaining the privacy and accuracy of records, and preventing fraud.
  • Allow CAV to conduct or request audits and verify VRS usage (e.g., minutes of use) and Video Interpreter Provider (VIP) performance (e.g., time to answer, etc.).
  • Allow for call monitoring and/or recording by supervisors, the CAV personnel for quality control, or agencies, for instance, under court order.
• • Allow CAV to change platform providers if needed, assuring the transition and integrity of the registration and call records databases, and to add and subtract VTPP easily.
  • Allow multiple phone numbers per account (e.g., personal, business, organization).
  • Implement and maintain an outage tracking mechanism (e.g., tracking attempted connections during outages).
  • Include support for calls to/from: legitimate “robocalls” and automated services (e.g., Auto-Attendants (AA), Interactive Voice Response (IVR)), as well as direct numbers (e.g., Banks, CRA).
  • Enable videomail functionality.
  • Address operational needs with a real-time call center dashboard and VI account management functionality.
  • Incorporate intuitive and efficient VI call handling features within the app to ensure seamless user experience and reliable call processing.
• The VTPP is required to have an acceptance testing process in place; to validate the platform's functionality and performance.
• The VTPP is required to have monitoring tools in place that detect errors, automatically alert for any server or service outages, and monitor cybersecurity threats, including the detection of outdated or compromised plugins and software.
• The VTPP must have an existing automated communication system for outages and critical issues in place and provide CAV with the documented procedure.
• Data servers must be located in Canada to comply with regulatory requirements and ensure data sovereignty.
• Have the capability to integrate and synchronize VRS data with CAV’s centralized data warehouse solution once implemented.

• Contact: Reach out to CAV’s Representative via email at CAV-VTP@rfpsolutions.ca.
• NDA Requirement: Upon your request, the CAV Representative will provide a Non-Disclosure Agreement (NDA) that must be signed and returned to the CAV Representative. The text of the NDA will not be open for negotiation.
• Receive RFIQ: Once the signed NDA is received, the CAV Representative will forward the complete RFIQ document for your review and response.
• Submission: Please ensure that all documents are submitted by the stated deadline. Late submissions will not be accepted.
• In your response, be sure to address the Essential Requirements for this RFI as follows:
  • Have a minimum of 5 years of experience as a VRS Technology Platform Provider (VTPP).
  • Provide a stable and robust VTP that has been in operation with clients for a minimum of two (2) years with proven capabilities in handling both incoming and outgoing 9-1-1 and 9-8-8 calls (or local equivalent) and is accessible via a web-based interface,
  • Demonstrate experience with the identified platform managing a call volume of on average 2,500 calls per day, and totaling on average 700,000 calls per year.
  • VTP is able to be branded with Canada VRS.
    • Note while a web-based interface branded with Canada VRS is essential, an iOS and Android application with similar branding is preferred as an additional option.
  • Demonstrate:
    • Ability of the existing platform to support VRS in multiple languages, including English at a minimum.
    • Ability of the existing platform to handle VIP operations and skill levels, including the ability to separate queues and calls based on topic or VIP experience/specialization
  • Maintain a minimum system uptime of 99.99% when the platform is activated.
  • Respondents must demonstrate ability to meet or exceed specified Service Levels and Service Level Agreements (SLAs) as outlined in Attachment 1 to the RFIQ.