Customer Service Platform Modernization Market Assessment

This RFI requests market input and order-of-magnitude estimates for modernizing Tourism Saskatchewan's customer service platform. It is issued for budgetary planning purposes and is intended to help us understand platform options, implementation scale, licensing implications, integration effort, internal resource requirements, data residency considerations and public-sector delivery risks before launching a formal procurement process. Tourism Saskatchewan is evaluating whether to continue with, or replace, its current customer service software platform, Zendesk. Before committing to a formal procurement process, we need a credible, order-of-magnitude understanding of the effort and cost involved in replacement, particularly given the integration complexity across our existing technology environment.
Tourism Saskatchewan has not yet determined whether Zendesk will be replaced. Vendors are expected to recommend the solution they believe best addresses the business requirements identified in this RFI, including any proposed licensing, implementation, integration and ongoing support costs expressed as an order-of-magnitude estimate in accordance with Section 5.2. Responses may include a new platform, enhancements to the existing Zendesk environment, or further integration of Zendesk with other systems, provided the vendor can demonstrate how the proposed approach best addresses Tourism Saskatchewan's business needs.