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Create free accountThe Canada Revenue Agency (CRA) has a requirement for the renewal of its Help Desk Institute (HDI) Support Centre Certification Audit for its National IT Service Desk (NITSD) locations: Mississauga, Shawinigan-Sud, and Surrey BC Locations. NITSD requires a certification standard that combines aspects of the service/support call centre environments and IT industries. The NITSD operates as a centralized support call centre and therefore has operational challenges/opportunities that are unique from other IT support organizations within the CRA. The HDI certification standard places emphasis on customer service, support industry, knowledge management, process development/continuous improvement and leadership/workforce management that provides a holistic approach to providing the NITSD management team and analysts the competencies and framework they need to achieve its vision. The HDI (re)certification being sought is believed to be unique.
Not stated in the notice: procurement type, procurement method, selection criteria, region of delivery, region of opportunity, expected contract period, end user
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