Helpdesk Service Tool

October 19, 2023 : Amendment 003 to the RFP published.

October 17, 2023 : First round of Q&A's and Amendment 002 of the RFP published.

October 3rd, 2023 : Amendment 001 to the RFP published.

Immigration, Refugees and Citizenship Canada (IRCC) employs over 11,000 people at locations across Canada and abroad. The Department develops and manages policies and programs related to Canada’s immigration, refugees, citizenship, integration and passport programs.

IRCC manages several official social media accounts, and regularly interacts with stakeholders (clients, prospective applicants, representatives, Canadians, etc.) on these social media channels. The Department’s Social Media team responds to over 1,000 questions from IRCC clients on a weekly basis via social media and is seeking to expand on the extent of the client service it offers.

IRCC's Communications Branch has a requirement for a commercial off-the-shelf (COTS) solution for a Helpdesk Tool that will enable IRCC users to effectively and efficiently manage IRCC’s interactions with the public via its official social media channels.

The solution will consist of licenses, standard upgrades and fixes to the solution as they become available, and the provision of technical support to IRCC users.

The solution will be implemented in English and French to an initial batch of 25 users across IRCC’s branches in National Headquarters (NHQ). In subsequent years, hundreds of users in IRCC NHQ may be using the Helpdesk.

Note that new requirements to the technical environment and security requirements may apply in the future, if the use of the tool extends long term and the scope of IRCC’s solution is located on servers located inside of Canada.

The solution must at a minimum possess requirements as stated in the Mandatory Requirements.