Testing simulation contact center solution from CEB company

Notice of Proposed Procurement This requirement is for Service Canada Objective: The goal of this project is to provide testing simulation contact center solutions from CEB Company for Service Canada. The interactive simulation “virtual contact center” (VCC) puts the candidate in front of typical simulated call center calls. This tool assesses key competencies to identify the most qualified agents. To support Service Canada’s mandate, our workforce must consist of good employees having the right skills. This is in line with the strategic direction “Strengthening the internal infrastructure to promote efficient operations, economic and security within the organization”. Background Statement: In autumn of 2014, the Québec staffing team renewed its methods and evaluating tools used for the hiring process. After much research of existing tests, we purchased VCC tests from CEB through the supplier SPB Psychology organisational now D-Teck. We have noted, with the use of this type of test, a financial savings at the human resources level involved in the evaluation of candidates. The Public Service Commission does not have this type of test and it would be more economical to use an existing test. After discussion with PSC/CFP, on developing a similar test that would answer to the needs of federal departments call centers, they confirmed not having the technology required to provide such a test. For the year 2018-2019, we evaluate our need to acquire approximately 2300 tests (500 for Atlantic and 1800 for Quebec).  Proposed period of contract: The contract period is estimated to be from the date of contract award for a period of 1 year with up to two (2) additional one (1) year option periods. File Number: 100010912 Contracting Authority: Stephanie Lamoureux E-mail: nc-solicitations-gd@hrsdc-rhdcc.gc.ca