Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) RFSA Refresh

Description of Requirements: The Government Contact Centre Services (GCCS) – Stream 2: Contact Centre as a Service (CCaaS) Request for Supply Arrangement (RFSA) Refresh is being issued by Shared Services Canada (SSC) to provide competitive CCaaS services to SSC clients.

The intent is to run an open RFSA Refresh solicitation for new potential vendors to onboard as pre-qualified Suppliers under the CCaaS SA and compete against subsequent RFP solicitations issued under the Supply Arrangement.

Term: SSC intends on issuing the resulting SA(s) with no fixed expiry date (i.e. to be used as long as SSC considers it useful to do so). Each resulting Contract issued pursuant to the SA(s) will represent a stand-alone Contract with its own term and expiry date.

This procurement activity aims to broaden the list of Suppliers to enable competition and value for SSC clients and aligns to SSC’s Canada Free Trade Agreement (CFTA) obligations for Supply Arrangements. Request for Supply Arrangements (RFSA) Phase

1. Canada intends to establish 1 Supply Arrangement per Qualified Respondents (QRs) for Stream 2: CCaaS.

Requirement: The scope of any subsequent procurements that may be issued under any resulting Supply Arrangements include Core Features, Extended Features, and any Contact Centre related features and services as determined by Canada.

Contact Centre as a Service (CCaaS) is a public cloud-based solution that will provide the Government of Canada with a flexible and scalable way to manage our Partner client’s interactions. With CCaaS, Partners can deliver seamless experiences across multiple channels, including voice, email, chat, video, and social media.

Canada envisions the CCaaS will allow for the increase and decrease of agents and resources based on changing demands. As Canada will deliver CCaaS to multiple Partners, the solution must be configurable to allow Partners to tailor their Contact Centre to meet their specific business needs. In this architecture, each Partner has a Contact Centre, which is a separate and secure space for their clients to access and manage their contact centre services. Within each Contact Centre, Partners have the flexibility to manage either their Domain and/or their virtual contact centre based on the requirements set by the Partner.

Subject to the provisions of this RFSA Refresh, Canada intends to issue the Supply Arrangement(s) with no fixed expiry date and to be used as long as SSC considers it useful to do so. Each resulting Contract issued pursuant to the Supply Arrangement(s) will represent a stand-alone Contract with its own term and expiry date.

This Supply Arrangement has pre-qualified 6 suppliers as follows

a) SA 1 with Avaya Canada Corp - Proprietary (“Supplier 1”); b) SA 2 with Bell Canada - ComputerTalk (“Supplier 2”); c) SA 3 with Five9 Inc - Proprietary (“Supplier 3”); d) SA 4 with Genesys Cloud Corp - Proprietary (“Supplier 4”); e) SA 5 with TTEC Canada Solutions Inc - Amazon CCaaS (“Supplier 5”); f) SA 6 with Zayo Canada Inc - Cisco CCaaS (“Supplier 6”);

Security Requirements: This solicitation contains a requirement for vendor and personnel security screening at the following levels:

Protected B Document Safeguarding DOS at the Reliability Status level

Trade Agreements: The requirement is subject to the following Trade Agreements: 1. Canadian Free Trade Agreement; 2. World Trade Organization Agreement on Government Procurement (WTO) 3. Canada-Korea Free Trade Agreement; 4. Canada-Chile Free Trade Agreement; 5. Canada-Colombia Free Trade Agreement; 6. Canada-Peru Free Trade Agreement; 7. Canada-Panama Free Trade Agreement; 8. Canada-Honduras Free Trade Agreement; and 9. Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP) 10. Canada-European Union Comprehensive Economic and Trade Agreement (CETA) 11. Canada-Ukraine Free Trade Agreement

Procurement for Indigenous Business: The requirement has not been identified as a set-aside to the Procurement Strategy for Indigenous Business (PSIB). Comprehensive Land Claims Agreements (CLCAs): Subsequent solicitations issued under the resulting Supply Arrangement may consider contracting obligations that exist in Comprehensive Land Claim Agreement areas across Canada.

P2P Submission: In order to submit a bid, bidders must email the contracting authority indicating their interest via P2P (BPM010227/D). Bidders can view solicitation documents within the P2P tool in the following solicitation: BPM010227/D. Bidders must be registered and logged into P2P in order to submit a bid. To register, please go to https://sscp2pspc.ssc-spc.gc.ca and click “Register Now”. Canada reserves the right to cancel the procurement process at any time.