Client Experience Strategy Development and Capacity Building

The information contained in this notice is a brief description of the requirement and is for information purposes only. Bidders must refer to the complete ACAN document for a full description of the requirement and the full bid instructions.BackgroundElections Canada requires professional services to develop a strategy describing the overall framework for the Client Experience (CX) function at Elections Canada in an effort to increase the organizational capacity and maturity level as part of Digital Enterprise 2028.Elections Canada, requires the professional services to:Strategy development and gap analysis: an overall strategy for the agency with proposed CX processes and steps, prioritization of CX improvement opportunities, ways to measure CX, tools for developing personas and journey maps, integration of UX into CX, ways to foster a client-centric mindset among business owners and techniques for the Director responsible to establish and manage a matrix team of CX capacity across the agency.Engagement of digital transformation champions, key business owners and management: To develop the strategy, the Contactor will need to meet with user community champions and a variety of other internal stakeholders such as business owners and those currently performing CX functions or enabling functions to understand what CX means to them, explain the difference between CX and UX (user experience/user interface), and discuss what tools and resources they need to engage and understand the needs, preoccupations and pain points of their user communities when engaging or accessing Elections Canada’s services. The Contractor will also have insights and analysis from work underway to assess the agency’s CX maturity level and will have access to various existing metrics available across the agency on client experiences.Development and delivery of in-person and/or virtual training sessions, classes and curricula, workshops, information sessions, online tools/resources and other engagement opportunities to build internal agency capacity as part of strategy development, to build the various deliverables listed in section 8 and to build CX buy-in, understanding and capacity within the agency.SecurityThere is no security requirement applicable to this procurement.Period of the ContractThe Contract period will be from the Effective Date of the Contract until March 31, 2024 (the “Initial Term”).Submission of Statement of CapabilitiesSuppliers who consider themselves fully qualified and available to provide the goods, services or construction services described in the ACAN may submit a statement of capabilities in writing to the contact person identified in this notice on or before the closing date of this notice. The statement of capabilities must clearly demonstrate how the supplier meets the advertised requirements.EnquiriesAll enquiries and other communication with Elections Canada personnel are to be directed ONLY to the Contracting Authority. The Contracting Authority will be the bidder’s primary contact. Bidders who contact anyone other than the Contracting Authority may be disqualified.All enquiries must be submitted in writing to proposal@elections.ca no later than the deadline indicated in the ACAN. Enquiries received after that time may not be answered.Interested parties wishing to obtain the solicitation documents for this ACAN must do so through https://buyandsell.gc.ca/procurement-data/tenders. The documents downloaded through this site take precedence over any copies that may also be made available.Further information about Elections Canada may be obtained at elections.ca.