Case Management Software Solution

Trade Agreement: WTO-AGP/NAFTA/AIT/Canada-Peru FTA/Canada-Colombia FTA Tendering Procedures: All interested suppliers may submit a bid Attachment: YES (MERX) Electronic Competitive Procurement Strategy: N/A - P&A/LOI Only Comprehensive Land Claim Agreement: No Nature of Requirements:

File Number: EN578-130092/A Title: Case Management Software Solution Officer: Denise Jalbert Telephone Number: (819) 956-1083 E-mail: denise.jalbert@tpsgc-pwgsc.gc.ca

REQUEST FOR INFORMATION Canada requires information on commercially available case management software solutions in order to implement a robust, flexible, and open software platform from which to quickly deliver and support individual business units.

The goal of this initiative is to provide common and shared case management solutions to clusters within the federal government. This is a key initiative that is aligned with Canada's Information Technology modernization strategy and focused on enabling government organizations in fulfilling their mandates. The Case Management Software Solution may be implemented in various areas which may include but not limited to Contracts and Grants Management (outreach, application, eligibility, administration, management, audit and evaluation, monitoring and reporting); Courts/Judicial Management (registration, intake/identification, knowledge base, scheduling, appeals management, issues management, monitoring, and case tracking); Compliance Management (registration, intake/identification, monitoring, occurrence management, inspections, licensing, certification and reporting); Entitlement Case Management (intake, eligibility, case workflow, entitlement calculation, contract management, monitoring and payment); Client Service (communication, service inititation, contact centre, knowledge base, sales, channel management, inquiries, case tracking); Investigations (communications, correspondence, scheduling, monitoring and reporting) and any other context that Canada sees fit.

The general requirements revolve around the following business needs:

Ability to manage and record cases, contacts, workloads, documents and media, and to share this information within the business unit in a controlled manner. Ability to incorporate business processes, interwork with other systems, and manage workflows, interactions, schedules and events. Ability to manage, analyze and report on issues and activities in a more accessible and collaborative manner, where all business unit members can access records of these issues and activities from a single source, contribute to these records, and at some point close the issue or activity based on user roles and privileges. In addition to building a repository of issues, activities, customers and stakeholders that are involved, business units need strong analytical capabilities to report and summarize these issues and activities into meaningful managerial and operational reports and analysis.

This is not a bid solicitation. This RFI will not result in the award of any contract. As a result, potential suppliers of any goods or services described in this RFI should not reserve stock or facilities, nor allocate resources, as a result of any information contained in this RFI. Nor will this RFI result in the creation of any source list. Therefore, whether or not any potential supplier responds to this RFI will not preclude that supplier from participating on the future procurement. This RFI is intended to solicit feedback from industry with respect to the questions raised by Canada and to the requirement described in this draft Bid Solicitation.

Documents are available through GETS (MERX)

Delivery Date: Above-mentioned

The Crown retains the right to negotiate with suppliers on any procurement.

Documents may be submitted in either official language of Canada.