Project Administrator - ISED Citizen Services Centre

This requirement is for Innovation, Science and Economic Development (ISED) formerly known as Industry Canada. This requirement is open only to those Supply Arrangement Holders under E60ZT-18TSPS who qualified under Tier 1 for the following category: 3.1 Project Administrator. We are looking for 5 resources. The following SA Holders have been invited to submit a proposal. 1. 1092009 Ontario Inc. 2. Adecco Employment Services Limited/Services de placement Adecco Limited 3. Altis Human Resources (Ottawa) Inc. 4. Auguste Solutions and Associates Inc. 5. CHANT LIMITED 6. Excel Human Resources Inc. 7. GEF Consulting Inc. 8. Gris Orange Consultant Inc. 9. Lannick Contract Solutions Inc. 10. Lumina IT inc. 11. NIVA Inc 12. Randstad Interim Inc. 13. Turtle Island Staffing Inc. 14. WSP Canada Inc. 15. Orbis Risk Consulting Inc. Description of the Requirement: The ISED Citizen Services Centre (ICSC) provides a single point of access to Canadians inside and outside the department who need help with products and services from a wide range of programs and services on ic.gc.ca. It is the main point of contact to ISED. The contact centre agents provide information and assistance to citizens about the various programs offered by the department, by telephone, email, web chat and social media in both official languages. Agents will be receiving calls and web chats from various queue and will be assigned emails. They may also answer social media enquiries. The agent must analyze, interpret, and identify the client’s request and provide the best answer available or determine the best course of action in French and English. Agents use a client relation management system (CRMS) to document every enquiry. Responsibilities

Deliver and disseminate the multiple initiatives offered by the department mainly by telephone, email and web chats in both official languages, to citizens. Support the website by providing citizens with information based on the availability of resources as well as the most effective ways to research and access this information. Identify client requirements and recommend appropriate actions that meet their needs. Analyze, interpret, and identify clients’ needs and recommend orally or in writing (in both official languages) appropriate course of action to resolve enquiries, and/or direct clients to alternative sources of information. Consult with more senior staff regarding the availability of information. Liaises and consults with subject matter specialists (team leaders, managers, subject matter experts, subject matter staff and managers, internet information product managers) regarding citizen requests in order to provide clients with timely and accurate interpretation of information; this also includes the production of expert responses for clients and to ensure information in the Knowledge Base (KB) is maintained and up to date. Refer clients to alternative sources of information and/or services. Utilize and monitor the centre’s CRMS and KB and communicate issues, gaps, shortcomings (e.g: tracking client interactions, resolutions, complexity, and customer service improvement opportunities, updated contact, product, service, procedure information).

Resource Minimum Security Level Required X Protected A Proposed period of contract: The proposed period of contract shall be from contract award to September 14, 2021 with 2 options of one year each. Estimated Level of Effort: The estimated level of effort of the contract will be for 240 (days) estimated for each resource