Inbound Call Centre Services-Emergency Line

The Canadian Nuclear Safety Commission is seeking market intelligence through a Letter of Interest to assess industry capacity for providing inbound call center services to its 24/7/365 emergency line, which handles all nuclear-related incident reports. This initiative, identified by solicitation number 5000084619 and classified under NAICS code 561422, is not a solicitation for proposals or a commitment to award a contract, but rather a preliminary step to evaluate the availability of organizations capable of meeting stringent security and operational requirements. The contract would require the selected contractor to deliver bilingual English and French call answering services with message management, information gathering via phone, email, and SMS, daily communications checks with on-call CNSC Duty Officers, and regular reporting on call volumes and wait times for connection to emergency personnel. The services must be fully available around the clock, with performance centered in Ottawa, including possible virtual or in-person start-up meetings at the CNSC Head Office. Security compliance is a cornerstone of this requirement, with respondents expected to demonstrate existing or achievable capabilities under Canada’s Contract Security Program. Contractors must hold or be able to obtain a Designated Organization Screening and Document Safeguarding Capability at the PROTECTED A level, ensure all personnel with access to protected information possess at least RELIABILITY STATUS, and secure formal approval from the Contract Security Program before processing or storing protected data on IT systems or within facilities. Subcontracting involving security requirements is prohibited without prior written consent. Responses must address all questions in Annex C, include the organization’s legal name and address, and be submitted by email to the CNSC Procurement office by May 29, 2026, at 11:00 a.m. EDT, the amended closing date. While no pricing submissions are permitted except for budgetary estimates as requested, the estimated duration of a future contract, if awarded, would be five years. All responses must be submitted in English or French, with proprietary information clearly marked, and the CNSC reserves the right to not respond to or circulate answers to inquiries.