Employer Online Services

The WCB is inviting your firm to submit a Proposal for the following: Online Services (OS) refers to a secure, web-based portal that enables authorized WCB stakeholders to access documents and information, submit transactions, and interact with the organization electronically in a controlled and auditable manner. The required services include the provision, configuration, implementation, and support of an Enterprise-grade online portal that allows WCB stakeholders and other authorized users to view statements, access correspondence and documents electronically, upload required materials and conduct defined business transactions in alignment with WCB operational and regulatory processes. The solution must support role-based access control, workflow management, notifications, content management, integration with internal systems, and applicable security, privacy, and data residency requirements. Description of Services The WCB requires the Vendor to perform the Services, which are more particularly described and organized into the following three (3) main categories, as set out below: a) Attachment A: Foundational Enterprise Portal Capabilities (Non-Functional Capabilities); b) Attachment B: Employer Online Services Capabilities (Functional Capabilities); and c) Attachment C: Optional Future Service Capabilities. a) Attachment A: Foundational Enterprise Portal Capabilities (Non-Functional Capabilities) Attachment A: Foundational Enterprise Portal Capabilities describes the high‑level, enterprise‑grade portal foundation the Vendor will establish in Phase 1 to enable a reusable online portal platform that can scale across multiple WCB lines of business and stakeholder groups without re‑platforming. It focuses on capabilities such as secure multi‑stakeholder access models, extensible RBAC, scalable document management, presentment and notification/workflow services, uploading of required materials and conduct defined business transactions in alignment with WCB operational and regulatory processes, and an architecture aligned to leading security/identity/technology industry standards with an integration posture suitable for current WCB legacy systems and future enterprise investments (e.g., CMS/ECM). b) Attachment B: Employer Online Services Capabilities (Functional Capabilities) Attachment B: (Employer Online Services Capabilities) describes the Phase 1, employer‑facing portal capabilities that will be implemented on top of the enterprise foundation in Appendix A, with initial emphasis on Assessments LOB "ePresentment" capabilities. It covers capabilities such as secure employer self‑registration and identity/profile setup, verified linking to the correct employer account(s), an employer document library to view/download WCB‑issued employer statements, statement history and correspondence configurable notifications when new correspondence is posted, basic account governance/administration, a limited WCB support console capability, and end‑to‑end audit/reporting and legal/compliance elements (e.g. terms of use and consent logging). During implementation there is an initial need for 10-15 templates to be prioritized to be dealt with first. c) Attachment C: Optional Future Service Capabilities Attachment C: Optional Future Services outlines optional capabilities the WCB may pursue in future phases to extend the enterprise platform beyond Phase 1, such as two‑way secure messaging and inbound submissions (including large files/multimedia), secure data exchange/download, enhanced tracking and configurable notifications, improved document organization/user experience, and integrations with legacy applications and future enterprise systems. The Attachments referenced above, including Attachment D- Glossary, which provides explanations and definitions of terms relevant to this RFP, are posted on MERX in conjunction with this RFP. These materials (including, without limitation, functional capabilities/user stories and non-functional capabilities) are provided to assist vendors in understanding the WCB’s objectives and to support consistent proposal evaluation. Unless expressly stated otherwise in this RFP, the Attachmnets describe high‑level capabilities and objectives only and are not intended to constitute detailed implementation requirements, solution design specifications, or acceptance criteria. Vendors must describe their methodology/approach and provide pricing for each of these attachments. Detailed delivery scope, sequencing, integrations, and acceptance will be confirmed through the first post-award SOW issued under the MCA/MSA. The Services will be delivered through one or more Statements of Work (SOWs) following contract award. Each SOW will define the detailed scope, sequencing, deliverables, roles and responsibilities, assumptions, dependencies, acceptance criteria, service levels, and timelines. The WCB is not committing to any minimum volume of work and will issue SOWs on an as‑needed basis in accordance with the WCB priorities. For proposal purposes, the WCB intends issuing an initial SOW for Phase 1, based on the services and capabilities outlined in Attachment A (Non-Functional / Portal Foundational Requirements) and Attachment B (Functional Requirements). Phase 1 is expected to focus on establishing the Foundational Enterprise Portal, including scalability requirements and Assessments Line of Business (LOB) ePresentment capabilities. In addition to delivering the functional needs of the Assessments LOB, other lines of business and stakeholder groups may be incorporated through subsequent SOWs that build upon and expand the foundational capabilities established in Phase 1, enabling future onboarding without significant rework or redevelopment efforts. The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule. The Vendor must have experience and knowledge with the following: a) Within the last five (5) years, the Vendor must have successfully implemented and supported secure, external-facing digital service or portal solutions for external users that enable end-to-end digital service delivery, including, but not limited to, capabilities such as identity and access management, secure information exchange, user interaction and communication, and integration with back-end business on-premise and cloud systems. Vendors should describe the capabilities delivered, the architectural approach, and how the solution supports scalability, usability, and continuous enhancement. b) At least one (1) implementation must have been delivered for a public sector or similarly regulated and Canadian data residency requirements, including integration with enterprise identity and document, content, or case management systems. The Vendor should have experience and knowledge with the following: a) Delivering phased enterprise portal programs in which an initial implementation established reusable foundational capabilities that were later extended to additional lines of business, stakeholder groups, or digital services without material re-platforming; and b) Delivering solutions in workers’ compensation, insurance, public sector, or comparable regulated environments, including experience with ePresentment/eCorrespondence, secure inbound document submission or messaging, online payments or payroll-related transactions, analytics/reporting, and formal change management and user adoption support. The Proposal should include an overview of the proposed resource(s) being offered, including profiles of work which highlight their experience performing similar projects. The WCB requires the Successful Vendor to deploy quality and seasoned resources to provide the Services. The WCB shall reserve the right to terminate the Agreement if the respective Vendor proposes or field inadequately qualified resources in providing the Services, or such other reasons in the opinion of the WCB, acting reasonably. The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act. The Services shall be provided onsite at the WCB's facilities and from the Contractor's facilities located in Canada, as applicable, unless otherwise agreed in writing. It is expected the Services will be required for an initial period of three (3) years with a preferred start date of July 1, 2026. The WCB shall have an irrevocable option to further extend the Services on the same terms and conditions and fees for two (2) additional periods of up to one (1) year each. Change Management Requirements The WCB has adopted the Prosci® methodology and the ADKAR® model as its enterprise approach to Change Management. The Successful Vendor shall provide comprehensive Change Management Services throughout the engagement in collaboration with the WCB's Change Management Services (CMS) team. The Vendor's approach must align with the WCB's enterprise practices and include, at a minimum: ▪ Co-developing change strategies and service adoption plans ▪ Designing and delivering communications and training ▪ Conducting readiness assessments ▪ Measuring adoption and engagement ▪ Implementing sustainment supports. The Successful Vendor must clearly outline its methodology, deliverables, and applicable timelines. Where the Vendor’s proposed solution is governed by a standard licensing or subscription agreement, the Vendor must include with its Proposal a current and complete sample of such agreement. The sample agreement must include all standard terms and conditions applicable to pricing, permitted use, restrictions, renewal, and termination. Subject to Schedule "A", sections 8.8 to 8.13, only Short-Listed Vendors will be invited to demonstrate their Commercial-Off-The-Shelf (COTS) solution, based on the demonstration requirements and scenarios provided by the WCB. Short-Listed Vendors may also be subject to third party evaluation. High-level demonstration capabilities are provided for and referenced in Attachment A: Foundational Enterprise Portal (Non-Functional Capabilities), Attachment B: Employer Online Services (Functional Capabilities), and Attachment C: Optional Future Service Functional Capabilities. Detailed demonstration requirements will only be provided to Short-Listed Vendors. In addition, the direct dialogue with Short-Listed Vendors during the demonstrations will be used to seek, among other things, clarification on responses submitted Attachment A: Foundational Enterprise Portal (Non-Functional Capabilities), Attachment B: Employer Online Services (Functional Capabilities), and Attachment C: Optional Future Service Functional Capabilities. After product demonstrations and dialogues are completed, the WCB will re-evaluate and update the scores of the Short-Listed Vendors to finalize the ranking.Bidding and Documents are available on http://www.merx.com. Fees may apply; See https://www.merx.com/public/pricing for more information.