Request For Proposal

RFP PS20210622 - PROVISION OF CONTACT CENTRE SUPPORT FOR THE CITY OF VANCOUVER

LAST UPDATED:

 

Addendum

October 19, 2021

Amendment

October 7, 2021

Questions & Answers

October 21, 2021

CONTACT

All enquiries regarding the RFP must be addressed to:
Wen Shi, Buyer
Email: Wen.Shi@vancouver.ca

All enquiries must be made in writing and are to be directed only to the above contact person. In-person or telephone enquiries are not permitted. Any communication from potential Proponents to City staff other than the contact person regarding the content of this RFP may lead to disqualification of the Proponent from this RFP process, at the City’s sole discretion.

PHONE NUMBER

N/A

FAX NUMBER

N/A

ENQUIRIES

Wen.Shi@vancouver.ca

[Please specify proposal document number, proposal title and purchasing agent's name when sending email.]

Questions will be accepted, and answers posted, ONLY IF they are submitted in writing five working days prior to the bid closing date

CLOSING DATE & TIME

3:00:00 pm (Local Vancouver Time), Thursday, October 21, 2021

3:00:00 pm (Local Vancouver Time), Tuesday, November 9, 2021

All references to time in the RFP are references to the time in the City of Vancouver, as indicated in the electronic timestamp the Proposal receives upon delivery to the email address specified herein, which is in turn synchronized to Network Time Protocol (NTP) provided by the National Research Council of Canada adjusted to local Pacific Time Zone.

CLOSING LOCATION

SUBMISSION OF PROPOSALS

Proponents should submit their Proposals on or before the time and date specified in the bottom row of the table in Section 2.1 (the “Closing Time”).

Each Proponent should submit its Proposal by email in accordance with the following:

Subject of the file to be: PS# - RFP - Title - Vendor name.

Document format for submissions:
1) Completed RFP Part C in PDF format – 1 combined PDF file in the following
sequence including, but not limited to,
? a cover page that clearly indicates the name of the Proponent and the general
nature of the Proposal,
? a detailed table of contents,
? a section titled “Technical Proposal,” which should address the requirements in
the Scope of Work together with the completed documentation and questionnaire contained in Part C – Form of Proposal (from Appendix 1 to Appendix 11),
? any other attachments/appendices if necessary,
2) Completed Part B – Annex 1 – Detailed Requirements in Excel format; and
3) Completed Part C – Appendix 3 – Commercial Proposal in Excel format. It should
contain full details of the Proponent’s proposed pricing and payment terms, which
must be in accordance with Part A of the RFP and reflect requirements as provided
in the RFP and Annex 1 – Detailed Requirements.

Zip the files to reduce the size or email separately if needed.

Send your submissions to Bids@vancouver.ca do not deliver a physical copy to the City of Vancouver.

Submitting the files via Drop box, FTP, or similar programs, is not acceptable.

Due to cybersecurity concerns, the City of Vancouver will quarantine any inbound email
with attachments not in PDF or Microsoft Office formats which will result in non-delivery to Supply Chain Management and will be deemed not submitted. Non-compliant file formats will be detected and quarantined even if they are compressed, zipped, renamed, and include password protected zipped files.

The maximum number of attachments allowed in an email message is 250 attachments.

The maximum size limit for an email message, including all attachments, is 20MB per
message

To be considered by the City, a Proposal must be submitted in the form set out in Part C (the “Form of Proposal”), completed and duly executed by the relevant Proponent.

Please do not email your submission to the contact person or purchasing email.

Proposals received after the closing time may be returned unopened.

Faxed proposals will not be accepted.

Please visit our Bidding Procedures page for additional information.

General Description of Requirement

The City of Vancouver is seeking bids from qualified companies to provide 7x24x365 support for their Cisco UCCE, Calabrio and 2Ring contact centre related servers, software and licenses. This will include, but not be limited to: trouble shooting server and agent side application issues, software integration issues, contact centre scripting and workflow issues and responding to all issues reported by City staff and / or generated by the vendor provided remote monitoring system.

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Information Meeting

No information meeting at this time.

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Downloading the Document

Proponents must not electronically alter any portion of downloaded documents with the exception of adding the information requested. To do so will invalidate your bid.

Download

Description

PROVISION OF CONTACT CENTRE SUPPORT FOR THE CITY OF VANCOUVER

 

Fillable Part C - Form of Proposal

 


Part B Annex 1 - Detailed Requirements

 

 

Part C Appendix 3 - Commercial Proposal

 

 

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Amendment

RE: CLOSING DATE EXTENSION

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Addendum

Addendum No. 1 PDF 86 KB

 

RE: PART C – FORM OF PROPOSAL, APPENDIX 2 – QUESTIONNAIRE, SECTION C Key
Personnel

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Questions and Answers

Q&A No. 1 PDF 68 KB

Q&A No. 2 PDF 67 KB

Q&A No. 3 PDF 65 KB

ISSUED SEPTEMBER 29, 2021

ISSUED OCTOBER 5, 2021

ISSUED OCTOBER 21, 2021

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