SaaS Chatbot Solution (B8827-210023/A)

The Government of Canada needs products and services in support of Canada’s response to COVID-19.

Learn how to supply a needed product or service

New! CanadaBuys is here! Suppliers register today!

Register now to ensure you transition to doing business with the new Government of Canada procurement service. Click here to get started.

Tender Notice - Notice of Proposed Procurement (NPP)


Days until closing
1 day 21 hours hence


Publication date
Amendment date
Date closing
2021/05/14 14:00 Eastern Daylight Time (EDT)


Region of delivery
  • National Capital Region
End user entity
Citizenship and Immigration Canada
Procurement entity
Public Works and Government Services Canada
Tendering procedure
Suppliers on permanent list or able to meet qualification requirements
Competitive procurement strategy
Best Overall Proposal
Reference number
Solicitation number


Trade Agreement: CETA/WTO-AGP/CPTPP/CFTA/FTAs with Peru/Colombia/Panama/Korea/UK
Tendering Procedures: Suppliers on permanent list or able to meet qualification requirements
Competitive Procurement Strategy: Best Overall  Proposal
Comprehensive Land Claim Agreement: No
Nature of Requirements: 

Amendment 002 is issued to publish an updated list of interested suppliers.

9. Northern Micro Inc.


Amendment 001 is issued to publish the list of interested suppliers for this solicitation.

1. IBM Canada Limited
2. Microsoft Canada Inc.
3. IPSS Inc./ ServiceNow Canada, Inc. in Joint Venture
4. Privacy in Design Inc. (Operating as KI Design)
5. Korah Limited
6. SageTea Software
8. CrowdCare Corporation (operating as "Wysdom.AI")


SaaS ChatBot Solution

Public Works and Government Services Canada (PWGSC), also known as, Public Services and Procurement Canada (PSPC), is issuing an RFP on behalf of Immigration, Refugee and Citizenship Canada (IRCC) for a SaaS ChatBot Solution using the AI Source list under EN578-180001/B.

The following RFP is directed only to the qualified suppliers of the AI source list.

Suppliers under Bands 2 and 3 are invited to bid on this RFP.


IRCC requires a CS in the form of a Commercial-Off the Shelf Solution to continue automated client service operations as the quantity and complexity of questions from Clients increase on social media channels and the IRCC website. 

Immigration, Refugees and Citizenship Canada (IRCC) manages several official social media accounts through which they provide answers to questions from Clients. IRCC also responds to questions from Clients via select pages of IRCC’s website. IRCC has spent the last 2 years developing and operating a Chatbot Solution (CS); during this time (fiscal year 2019-2020), IRCC: 

• answered over 140,000 questions (60,000 of which were answered by the CS)
• averaged 1,000 questions a week

IRCC is seeking procure and deploy a long-term CS across the IRCC website. This is in part due to a mandate from the Minister of IRCC to improve client service. It’s also driven by client service best practices, client expectations, as well as guidelines from the Policy on Communications and Federal Identity ( Among other things, this Policy advises that the Government of Canada should attempt to communicate through a variety of media, including cost-effective options and innovative technologies. 

Many Clients live in various time zones, and outside of Canada. IRCC strives to respond to Client questions within 48 hours; IRCC’s working hours for responding to questions are Monday to Friday, 9 am to 2 pm, excluding Government holidays. The CS facilitates the provision of real-time services to Clients regardless of their location.


All enquiries must be submitted in writing to the Contracting Authority no later than 5 days before RFP closing.

Scott Endicott
Téléphone l Telephone:  873-354-5173
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.

Contact information

Contact name
Endicott, Scott
Contact email
Contact phone
(873) 354-5173 ( )
Contact address
Terrasses de la Chaudière
4th Floor, 10 Wellington Street
4th etage, 10, rue Wellington
K1A 0S5


Get notifications for this tender notice:
Email notification   RSS feed   Atom feed
For more information on notifications, visit the Follow Opportunities page.

Find out who is interested in this tender

Are you looking for partnering opportunities or thinking about bidding? Find out who is interested in the tender and add your name to the List of Interested Suppliers.

Important: The LIS for a specific tender notice does not replace or affect the tendering procedures in place for the procurement. Businesses are still required to respond to bid solicitations and to compete based on established bid criteria. For more information please read the List of Interested Suppliers Terms of Use.

Access the List of Interested Suppliers for this tender


The following statistics are only for the English page and are provided in close to real time. To calculate the total activity for a tender notice, you will need to add the English and French statistics.

Page views
(English page)
Unique page views
(English page)

Support for smaller businesses

If you have questions specific to this procurement, please contact the Contracting Authority identified in the “Contact information” section of this tender notice.

If you need help understanding the federal procurement process or registering as a supplier, contact the Office of Small and Medium Enterprises. We have a network of offices across Canada.

Access and terms of use

Government of Canada (GC) tender notices and awards, solicitation documents and tender attachments are available free of charge and without registration on, the authoritative location for GC tenders.

You may have received this tender notice or award through a third-party distributor. The Government of Canada is not responsible for any tender notices and/or related documents and attachments not accessed directly through

This Government of Canada tender notice or tender award carries an Open Government Licence - Canada that governs its use. Related solicitation documents and/or tender attachments are copyright protected. Please refer to the section about Commercial Reproduction in the Terms and Conditions for more information.

Solicitation documents

FileAmendment numberLanguageUnique download event (English page)Date added
ABES.PROD.PW__XL.B161.E39372.EBSU000.PDF000English- 2021-04-15
ABES.PROD.PW__XL.B161.F39372.EBSU000.PDF000French- 2021-04-15