The Arts Granting Programs (AGP) Division is seeking to engage suppliers to obtain advisory and consulting services that will support the transformation and optimization of its operations. As part of its Strategic Plan Actions, the Council has committed to accelerating and amplifying the Council's digital shift to improve our services. This digital shift includes the implementation of a new integrated Grant Management System and Customer Relationship Management System.
Alongside and aligned with this digital shift designed to replace legacy granting systems, AGP is embarking on a parallel process of business transformation to optimize and streamline its program delivery and equip the Council with greater flexibility in supporting the arts sector. Faced with an increased volume of client enquiries, applications, awarded grants and payments, AGP has experienced operational pressures that are not sustainable. As such, AGP is committed to two main action areas and related strategies that aim to improve its operations and services, and increase equity, efficiency, effectiveness, and experience:
1. Improve and standardize client care which will include:
o Design and introduction of a single window service model to centralize point of entry for client enquiries
o Potential evaluation of alternative business models to deliver on an optimized client care model
o Omni-channel client experience, where clients decide what tools and channels makes sense for them
o Escalation process to low and high-touch support for those who require assistance
o Development of new no-touch, low-touch, and high-touch client supports
o Audit and remediation of accessibility and inclusion gaps
2. Streamline and optimize grant management
o Development of service standards, KPIs and performance metrics
o End to end business process mapping
o Identification of potential for automation
o Redefining Staff competencies in granting delivery based on roles which may be shifted or adjusted
o Reengineered business processes with streamlined and standardized workflows, aligned with new technology implementation
o Organizational review and design of optimal operating model
Change Management, for both internal and external stakeholders, will be fundamental and critical to AGP's ability to successfully implement and sustain these business transformation initiatives. The Council has an existing Change Methodology Framework and Toolkit which is designed for technology adaptation and supports the Council's digital shift. However, we are seeking support to leverage and adapt this framework in support of AGP's three-year plan for business transformation, which will impact both internal and external stakeholders. We are also seeking support for the development of change management skills at a management and leadership level. In anticipation of this three year transformation initiative, AGP will shortly begin to assess the potential impact to its current and future staffing requirements. Selected service providers should have a proven track record in leading and supporting the implementation of potential organizational changes, as well the required change for management as part of the delivery of their service offerings.
AGP wishes to partner with a small group of advisory and consulting service providers to support business transformation. AGP wants to engage with Service Providers who can deliver on specific projects and this procurement vehicle is not meant to be a Staff Augmentation Procurement Vehicle.
AGP is seeking service providers with a proven track record of delivering on a variety of consulting services, as further detailed in Section 3 of this RFP and in Appendix 2 in the Canadian public sector which we define as:
· Federal Departments & Agencies
· Federal Crown Corporations
· Provincial & Territorial Government - Departments & Crown Corporations
· Municipal
