Software as a Service (SaaS) - Case Management System - Office of the Federal Ombudsperson for Victims of Crime (OFOVC)

The Department of Justice Canada is seeking a Software as a Service (SaaS) cloud-based case management system for the Office of the Federal Ombudsperson for Victims of Crime (OFOVC). The objective is to replace an obsolete system with a bilingual, web-based solution that enables the capture, management, and analysis of client inquiries and complaints to support trend analysis and systemic reviews. Key functional requirements include a user-friendly interface, an efficient search engine, data entry protections to prevent overwriting information, and the ability to delete transitory data upon request. The solution must be hosted on servers located within Canada and comply with Government of Canada accessibility and security standards. The contract is intended for a five-year term ending March 31, 2032. The scope of work includes the design, configuration, and implementation of the platform, the migration of approximately 55,000 active records, and training for up to 10 users. Financial evaluation is critical, as Year 1 costs must not exceed 150,000 dollars plus taxes for an offer to be considered compliant. Award selection is based on the highest combined rating of technical merit and price. Security and compliance are paramount, requiring the contractor to hold valid organization security clearances and maintain ISO/IEC 27001:2022 and ISO/IEC 27017:2015 certifications. The contract also mandates the implementation of data masking techniques and the planning of a Privacy Impact Assessment. Professional services, such as additional customizations and transition-out activities, will be managed via task authorizations. The agreement is governed by the laws of Ontario and includes strict adherence to the Canada Code of Conduct for Procurement and the Ineligibility and Suspension Policy.