Canada Business Ontario - Contact Centre

Trade Agreement: NAFTA/AIT/Canada FTAs with Peru/Colombia/Panama Tendering Procedures: All interested suppliers may submit a bid Attachment: None Competitive Procurement Strategy: Lowest/Lower Bid Comprehensive Land Claim Agreement: No Nature of Requirements: Canada Business Ontario (CBO)

THIS DOCUMENT CONTAINS SECURITY REQUIREMENT

Canada Business Ontario (CBO) is a federal venture that collaborates with the provincial government to provide information to entrepreneurs and small businesses to assist in making informed business decisions.

CBO's Contact Centre serves clients in Ontario (in both official languages English and French) who want to locate federal-provincial business information, including information on government programs, transactions/services, regulations and general business information such as "how to start a business," as well as secondary market research. In addition, CBO provides support to Research & Development and innovation clients across Canada interested in learning about a multitude of national and regional funding initiatives and innovation related services, facilities, and experts. CBO also provides contact centre services on behalf of other government programs or departments. The Contact Centre of the CBO, located at 151 Yonge Street, Toronto, Ontario provides first line access for clients via email and through toll-free numbers. All calls and emails are processed through call centre-specific equipment and technology, where during regular business hours (Monday to Friday 7:30 a.m. to 7:30 p.m. EST) clients are connected to a Call Centre agent for personalized service.

This requirement is for the management of the CBO Contact Centre. The Contractor's primary role is:

1. The provision of 12 Call Centre agents to provide client service through a telephone Contact Centre. 2. The provision of manager(s) accountable for planning, directing, and controlling all aspects of a successful Contact Centre operation. The manager(s) must have a minimum of 3 years' experience in a Contact Centre; a minimum of two years working in a management/supervisory role. 3. Provision of an off-site Help Desk single point of contact for communication. 4. The provision of additional Contact Centre expert to support manager(s) on issues relating to, but not limited to: operation/management; processes; technology; quality assurance; training, etc. with five years of Contact Centre customer care experience.

(See Request for Proposal for a complete Statement of Work.)

The contract period is from 1 April 2014 to 31 March 2015, with four additional one year option periods.

Some of the mandatory criteria for this requirement are as follows, but not limited to (see Request for Proposal for a complete list):

1. Bidder must make available as a minimum 60% staff qualified to provide bilingual service that is equivalent to the federal bilingual level (CCC/CCC) during the period of the contract. 2. Bidder must have experience in the management of a Single Point of Contact Help Desk. 3. Bidder must have minimum of five (5) years experience in staffing similar call centre operations. Reference is required from user. Bidder must comply with the Security Requirement. Bidder must hold a valid DOS Clearance at the date of bid closing. SECURITY REQUIREMENT FOR CANADIAN SUPPLIER

1. The Contractor/Offeror must, at all times during the performance of the Contract/Standing Offer, hold a valid Designated Organization Screening (DOS), issued by the Canadian Industrial Security Directorate (CISD), Public Works and Government Services Canada (PWGSC).

2. The Contractor/Offeror personnel requiring access to sensitive work site(s) must EACH hold a valid RELIABILITY STATUS, granted or approved by CISD/PWGSC.

3. Subcontracts which contain security requirements are NOT to be awarded without the prior written permission of CISD / PWGSC.

4. The Contractor/Offeror must comply with the provisions of the:

(a) Security Requirements Check List and security guide (if applicable), attached at Annex C; (b) Industrial Security Manual ( Latest Edition ).

Optional Site Visit It is recommended that the Bidder or a representative of the Bidder visit the work site. Arrangements have been made for a tour of the work site. The site visit will be held on 29 January 2014, at 10:00 AM at 151 Yonge Street, Toronto, Ontario M5C 2W7. Bidders are requested to communicate with the Contracting Authority 5 days before the scheduled visit to confirm attendance and provide the name(s) of the person(s) who will attend. Bidders may be requested to sign an attendance form. Bidders who do not attend or send a representative will not be given an alternative appointment but they will not be precluded from submitting a bid. Any clarifications or changes to the bid solicitation resulting from the site visit will be included as an amendment to the bid solicitation.

Bidders' Conference A bidders' conference will be held at 151 Yonge Street, Toronto, Ontario M5C 2W7 on 29 January 2014. The conference will begin at 10:30. The scope of the requirement outlined in the bid solicitation will be reviewed during the conference and questions will be answered. It is recommended that bidders who intend to submit a bid attend or send a representative.

Bidders are requested to communicate with the Contracting Authority before the conference to confirm attendance. Bidders should provide, in writing, to the Contracting Authority, the names of the person(s) who will be attending and a list of issues they wish to table at least 5 working days before the scheduled conference.

Any clarifications or changes to the bid solicitation resulting from the bidders' conference will be included as an amendment to the bid solicitation. Bidders who do not attend will not be precluded from submitting a bid. Delivery Date: 01/04/2014

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

Documents may be submitted in either official language of Canada.