Workforce Management Solution

Trade Agreement: NONE Tendering Procedures: All interested suppliers may submit a bid Competitive Procurement Strategy: Best Overall Proposal Comprehensive Land Claim Agreement: No Nature of Requirements:
NOTICE OF PROPOSED PROCUREMENT - AVIS DE PROJET DE MARCHÉS
A. Description
This Notice of Proposed Procurement (NPP) is published today to inform potential suppliers regarding a solicitation process for a Workforce Management Solution (WFM) on behalf of Employment and Social Development Canada (ESDC).
B. Requirement
ESDC has a requirement for a commercially available Workforce Management (WFM) Solution that will provide stakeholders the ability to holistically view the entirety of the ESDC’s Employment Insurance (EI), Canada Pension Plan (CPP), and Old Age Security (OAS) workforce across Citizen Services Branch (CSB), Call Centre, Processing, and the non-major fraud EI investigations functions of Integrity Services Branch (ISB) and that is scalable to manage an estimated workforce up to 15,000 personnel.
ESDC will only consider suppliers proposing commercially hosted Software as a Service (SaaS) WFM Solutions hosted on a Shared Services Canada certified protected B Platform as a Service/Infrastructure as a Service (PaaS/IaaS) provider.
C. Background information on the Benefit Delivery Modernization (BDM) Programme
BDM is an ESDC transformation initiative dedicated to providing world-class service delivery enabled by advanced technologies. Delivering WFM capabilities is a key component of BDM that will provide a holistic and national view of the ESDC workforce; enabling ESDC’s ability to strategically and efficiently respond to the current and emerging needs of our Clients through a modern omni-Channel service model. The objectives of a workforce management tool for BDM are the following:
- Transform ESDC's workforce management operating model for EI, CPP, OAS; creating visibility across our National network of employees (capacity and skill sets) across each region and business line in order to better leverage our workforce through delivering skills-based routing capabilities to efficiently deliver services to Canadians;
- Enable a multi-Channel service delivery - establishing an integrated omni-Channel, workforce management infrastructure to effectively manage new and existing benefits; and
- Support a modernized WFM strategy through identifying and defining a nationally managed operational WFM solution to identify capacity in the workforce.
The BDM Programme was created by Employment and Social Development Canada (ESDC) as a long-term program of change that will transform service delivery of the Programs within ESDC’s mandate, including Employment Insurance (EI), Canada Pension Plan (CPP), and Old Age Security (OAS). This may be achieved through process re-engineering, policy and legislative changes, organizational and workforce transition, and modern enabling technology. In addition, it will align with, and respond to, Government of Canada (Canada)-wide priorities and plans.
D. Enquiries
All enquiries and any other communications related to this Notice should be directed to the Contracting Authority indicated in this Notice. Delivery Date: Above-mentioned
The Crown retains the right to negotiate with suppliers on any procurement.
Documents may be submitted in either official language of Canada.
E. Submissions
a) transmit their bid electronically using the Canada Post Corporation(CPC) Connect service. The Bidder must send an email requesting to open a CPC Connect conversation to the following address: contact@example.gov
or
b) submit electronic copies of the bid on a USB key via mail or courier to the address of the PWGSC Bid Receiving Unit indicated on page 1 of this RFP. Late bids submitted by USB key will be returned to the bidder, subject to the exception below.
A bid on a USB key delivered to the specified Bid Receiving Unit after the solicitation closing date and time may be deemed to have been delivered prior to the solicitation closing date, provided the bidder can prove the delay is due solely to a delay in delivery that can be attributed to the Canada Post Corporation (CPC) (or national equivalent of a foreign country) with the acceptable forms of proof indicated below. Private courier (Purolator Inc., Fedex Inc., etc.) is not considered to be part of CPC for the purposes of delayed bids.
The only pieces of evidence relating to a delay in the CPC system that are acceptable to PWGSC are:
i. a CPC cancellation date stamp; ii. a CPC Priority Courier bill of lading; or iii. a CPC Xpresspost label;
that clearly indicates that the bid was sent before the solicitation closing date.
Misrouting, traffic volume, weather disturbances, labour disputes or any other causes for the late delivery of bids are not acceptable reasons for the bid to be accepted by PWGSC.
Postage meter imprints, whether imprinted by the Bidder, the CPC or the postal authority outside Canada, are not acceptable as proof of timely mailing.
Delivery Date: Above-mentioned
The Crown retains the right to negotiate with suppliers on any procurement.
Documents may be submitted in either official language of Canada.