Basic Information

Reference Number

0000253334

Issuing Organization

Technical Standards and Safety Authority

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

2812

Title

Customer Contact Centre Services

Source ID

PP.CO.CAN.703411.C111738

Details

Location

Canada, Ontario, Toronto

Purchase Type

Term: 2024/02/01 12:00:00 AM EST - 2027/01/31 12:00:00 AM EST

Description

Background & Objective

TSSA launched its formal Call Centre function in Spring 2005. This function was delivered in-house until it was outsourced in January 2010. The primary driver of the decision to transition the service to an external model was overhead cost, and technology needs.

TSSA’s current Customer Contact Centre Services contract, issued January 2019, expires January 31, 2024. TSSA's current contract is for Customer Contact services only. TSSA maintains a separate contract with the Ministry of the Environment's Spills Action Centre (SAC) for the 24/7 receipt and escalation of emergency calls.
The information that our Customer Contact Centre currently provides to customers is accessed through:

TSSA’s Oracle ERP legacy business solution system via secure Uniform Resource Locator (URL) or weblink access,
TSSA’s new Microsoft Dynamics 365 CRM business solution system via secure URL or weblink access,
TSSA’s Epicor-based ERP solution system,
TSSA's website, and
a knowledge database maintained by vendor and populated by TSSA.

TSSA uses the following performance metrics to measure the overall quality of the Contact Centre Services contract:

Average speed of answer (ASA) of 80/30, more specifically 80% of calls are answered in less than 30 seconds,
Average abandonment (ABA) is less than 3%, that is the rate of calls abandoned after the ASA is less than 3%,
Call Disposition is 90%, more specifically 90% of calls are categorized by nature or topic,
First Call Resolution (FCR) is 90%,
Emails are responded to within 24 hours, and
Call Quality is 90%.

Term

The resulting agreement is to be for a initial period of three (3) year(s) with options in favour of TSSA to extend the agreement on the same terms and conditions for up two (2) years at a time, for a maximum of 10 years.

Mandatory Requirements

Proponents are required to meet the following mandatory requirements:

Proof of Commercial General Liability – $2 Million
Proof of Professional Liability – $2 Million
Clearance Certificate from the Workplace Safety and Insurance Board
Proof of Property Insurance (Total Insured Values)
Copy of Emergency Management Plan including Disaster Response and Recovery and Business Continuity Plan
Mandatory PCI DSS Compliance
Vendor’s primary data centre is located in Canada

RFP Documents will be available at the following link: https://tssa.bonfirehub.ca/opportunities/6963.
RFP Submissions will be made through the following link: https://tssa.bonfirehub.ca/opportunities/69632

Dates

Publication

2023/08/04 08:24:56 AM EDT

Bid Intent

Not Available

Question Acceptance Deadline

2023/08/16 11:00:00 AM EDT

Questions are submitted online

Closing Date

2023/09/05 11:00:00 AM EDT

Contact Information

Michel Kortas

416-734-3477

procurement@tssa.org

Bid Submission Process

Bid Submission Type

Physical Bid Submission

Additional Bidding Instructions

The Technical Standards and Safety Authority is utilizing the BonfireHub portal (“Bonfire”) for the acceptance and evaluation of proposals via electronic means.

Proposals submitted in any other manner may be subject to disqualification. The Technical Standards and Safety Authority will not accept, acknowledge, or return any proposals received via facsimile, electronically mailed (emailed), received in hard copy or received outside of the BonfireHub web portal.

Please note that Proponents must be registered in Bonfire to be able respond to this RFP.

Proponents are requested to not embed any documents within the uploaded files, as they will not be accessible – Proponents can however make use of the Other Documents upload slot to provide additional information that they would like to submit.

The Technical Standards and Safety Authority accepts no responsibility or liability for misdirected or incomplete Proposals. The Proponent has sole responsibility to ensure the Technical Standards and Safety Authority receives the Proposal on the BonfireHub web portal on or before the Submission Deadline as indicated in Section 2.4 (RFP Timetable).

Proponents must obtain all documentation from and upload all Requested Documents to:

BONFIRE LINK

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