SaaS Chatbot Solution (B8827-210023/A)

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Tender Notice - Notice of Proposed Procurement (NPP)

Status

Status
Active
Days until closing
1 day 21 hours hence

Dates

Publication date
2021/04/15
Amendment date
2021/04/27
Date closing
2021/05/14 14:00 Eastern Daylight Time (EDT)

Details

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
PW-$$XL-161-39372
Solicitation number
B8827-210023/A

Description

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
7. KPMG LLP
8. CrowdCare Corporation (operating as "Wysdom.AI")

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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.


REQUIREMENT OBJECTIVE

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 (https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=30683). 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.

ENQUIRIES 

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

Scott Endicott
scott.endicott@tpsgc-pwgsc.gc.ca
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
scott.endicott@tpsgc-pwgsc.gc.ca
Contact phone
(873) 354-5173 ( )
Contact address
Terrasses de la Chaudière
4th Floor, 10 Wellington Street
4th etage, 10, rue Wellington
Gatineau
Québec
K1A 0S5

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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