Information de base

Numéro de référence

0000185370

Organisation émettrice

CBC/Radio Canada

Type d’appel d’offres

DDP - Demande de proposition (Formel)

Numéro d’appel d’offres

CBCRC20201101 V2

Titre

Customer Service (incl. self-service) & Business Support Tool (Ticketing System)

Code d’identité d’origine

FD.CO.CAN.458875.C100483

Type d’accord

Accord de libre-échange Canada-Pérou (ALÉCP)

Détails

Emplacement

Canada, Tout le Canada, Tout le Canada

DescriptionA - Rectificatif précédent

** the French version follows **

PLEASE READ THE FOLLOWING COMPLETELY AND CAREFULLY PAYING ATTENTION TO ALL REQUIREMENTS AND DATES.

CBC / Radio-Canada is seeking Proposals from industry in response to its Request for Proposals (“RFP) for Digital Analytics - Audience Insights

An Agreement resulting from this RFP may potentially be a multiyear agreement with potential option (s) to extend, to be further defined in the RFP.

1. SUMMARY OF REQUIRED GOODS / SERVICES:

The key objectives in issuing this RFP is as follows:

CBC / Radio-Canada is seeking proposals to establish a Services Agreement for a Digital Analytics solution that will serve to 2 business requirements that are similar but have some differences as indicated in the below objectives of each SoW.
CBC / Radio-Canada is seeking proposals to establish a Services Agreement for a Help Center and Ticketing solution that will serve to:

Provide a place (s) for users to consume help articles (with video, images, text) about our various products in both or either official languages, French and English.
Allow users to submit feedback on all aspects of our business using multiple channels, including email, custom forms, social channels, app store reviews, live chat, chatbots, etc.
Efficiently respond to the submissions received, in the preferred channel.
Transfer correspondence into the appropriate team's workflow.
Increase visibility of the Corporation into the audience submission content for those who are not immediately part of the reply workflow. (Read-only access, slack integrations).
Inform product and content decision making in order to create personal, relevant and engaging experiences with our audiences.
Reporting on unsolicited feedback on products, content, advertising, etc.

2. MANDATORY REQUIREMENTS FOR PARTICIPATION:
This RFP is opened only to Proponents who meet each of the following mandatory requirements as evidenced in its written request for RFP documents:

Business Mandatory Requirements

CBC / Radio-Canada does not have development resources and therefore requires a solution that can be implemented and maintained without a developer.
The solution must allow for real-time publishing of self-help articles and audience forms.
The proposed customer and agent interface must be bilingual in French and English.
CBC / Radio-Canada must be able to create multiple audience-facing forms that can be customized.
The solution must have different access levels to the tool, allowing for read-only access as well as full-access for agents.
CBC / Radio-Canada must be able to create multiple instances of the solution, to allow for the branding and customization of multiple audience facing instances, eg separate audience-facing instances for CBC, Radio-Canada, and CBC / Radio-Canada.
CBC / Radio-Canada wants to ensure audiences can read articles and submit feedback without the requirement of creating an account and / or logging in to submit feedback.

Accessibility Mandatory Requirements

Accessibility requirements will consist of the below qualifying mandatory requirement along with a questionnaire to complete as part of the submission of the RFP response.

Proponents must be compliant with industry standard WCAG 2.0 AA or a substantially similar accessibility certification eg ISO / IEC 40500: 2012 at the time of contract or at a minimum have a well established process started that would be fully compliant and certified no greater than 12 months from the contract start date. Please provide evidence of compliance. If proposing an equivalent certification CBC reserves the right to further qualify prior to acceptance.

Information Security Mandatory Requirements

Information Security requirements will consist of the below qualifying mandatory requirements along with a questionnaire to complete as part of the submission of the RFP response.

Provider has an up to date SOC 2 Type 2 report that can be made available upon request
Vendor: Name the third-party auditor and confirm means to obtain the report

3. TO REQUEST THE RFP DOCUMENTATION
As CBC / Radio-Canada uses Merx ( https://www.merx4.merx.com/cbc ) to manage its solicitation process, all Proponents must obtain the RFP documents through Merx. Here is the link to the Merx Quick Get Started Steps
for new users ( http://bit.ly/2NW0a93 ).

To obtain the RFP Documentation, Proponents must submit a written statement completed and signed by a duly authorized representative confirming that the Proponent meets all the Mandatory requirements described in Section 2 above.

The proponent must be registered with Merx Canada. Once registered, the file containing the above documents is located under the Required Acknowledgment section of this opportunity and can be accessed by clicking “Place Bid.

The document (s) to be completed and signed must be sent to the CBC / Radio-Canada Representative for this RFP (see item 4 below for co-ordinates).

Following receipt of the required document (s) and CBC / Radio-Canada's positive assessment of your company's submissions, you will receive an e-mail from Merx that the RFP documents are ready for download, no earlier than 30, October, 2020.

Please note that CBC / Radio-Canada is not responsible for the distribution of the documents.

4. COMMUNICATION WITH CBC / RADIO-CANADA
Any contact with CBC / Radio-Canada at this stage of the RFP must be undertaken by e-mail only, which will be addressed to the CBC / Radio-Canada Representative for this RFP, whose co-ordinates appear below. All e-mails pertaining to this RFP must state the RFP reference number (RFP # DP20200601) in the “Subject” of the e-mail.

CBC / Radio-Canada Representative:

Stewart Bell
Finance & Administration
CBC / Radio-Canada
E-mail: CBC305RFP@CBC.ca

Proponents may have queries, require further information or clarification, or discover certain omissions or ambiguities in the RFP documents. If so, or if there is any doubt about the meaning of any part of this RFP, questions must be submitted in writing by Merx as defined inPART I: INTRODUCTION, Table 1: critical dates of the RFP process.

5. RECEIPT OF PROPOSALS
Proposals must be received by CBC / Radio-Canada, via electronic submission to the Merx Website (www.merx.com) no later than 26, November, 2020 at 8:00:00 pm, Eastern Time.

The Proponent has the sole responsibility for the timely receipt of a Proposal by CBC / Radio-Canada. The Proponent cannot transfer such responsibility to CBC / Radio-Canada. The MERX clock shall be used to determine the time of receipt of the Proposal, whether the time indicated on such clock is accurate or not.

Partial Proposals, amendments or revisions which are received after the date and time for the RFP Submission Closing Date will not be accepted.

Note:

This procurement is subject to Chapter Five (Government Procurement) of the Canadian Free Trade Agreement (CFTA).

CBC / Radio-Canada retains the right to negotiate with Proponents on any procurement.
************************************************** ************************************************** ************************************************** ************************************************** *********

PLEASE READ ALL OF THE FOLLOWING CAREFULLY, PAYING ATTENTION TO ALL REQUIREMENTS AND DATES.

CBC / Radio-Canada is soliciting proposals from industry in response to its Request for Proposals (“RFP”) for a working platform for content related to campaigns, quizzes and contests.

An agreement resulting from this RFP may potentially be a multi-year agreement with one or more possible extension options, to be further defined in the RFP.

1. SUMMARY OF GOODS AND SERVICES REQUIRED:

CBC / Radio-Canada is soliciting proposals for a service agreement for a solution comprising a help center and a ticket system that will be used to:

Offer one or more destinations where users can consume personal development content (with video content, images and texts) and learn about our various products in one or both official languages.
Permettre aux utilisateurs de soumettre des commentaires sur les différents aspects de nos activités, et ce, de multiples manières : courriel, formulaires personnalisés, réseaux sociaux, commentaires de portail d’applications mobiles, clavardage en direct, robots conversationnels, etc.
Répondre efficacement aux demandes reçues, par le moyen préféré.
Transférer la correspondance dans les flux de travail d’équipe appropriés.
Accroître la visibilité de la Société en présentant le contenu des demandes des auditoires aux utilisateurs qui ne sont pas directement inclus dans les échanges (accès en lecture seule, intégrations Slack).
Documenter les prises de décisions en matière de produits et de contenu, de manière à créer des expériences personnalisées, pertinentes et attrayantes avec nos auditoires.
Report unsolicited comments on products, content, advertising, etc.

2. MANDATORY REQUIREMENTS TO PARTICIPATE:

This RFP is open only to bidders who are able to meet each of the mandatory requirements set out below and who demonstrate this in their written request for the RFP documents:

Mandatory Requirements

CBC / Radio-Canada does not have the resources for development, so you need a solution that can be implemented and maintained without a developer.
The solution must allow real-time publication of personal development articles and forms intended for the audience.
The proposed client-agent interface must be bilingual French-English.
CBC / Radio-Canada must be able to create display forms for audiences that can be personalized.
The solution must offer different access to tools, and allow both read-only access and full access to agents.
CBC / Radio-Canada must be able to create multiple instances of the solution, and allow their packaging and customization for various audiences, eg. ex. separate frontal bodies for CBC, Radio-Canada and CBC / Radio-Canada.
CBC / Radio-Canada wants to ensure that audiences can read articles and submit comments without having to create an account or authenticate.

Mandatory Accessibility
Requirements The accessibility requirements must meet the mandatory requirement below, and a questionnaire must be completed as part of proposals submitted in response to the RFP.

The Bidder must comply with WCAG 2.0 AA industry standard or substantially similar accessibility certification eg. ex. ISO / IEC 40500: 2012, at the time of contract issuance, or have at least a well-established and operational process that is fully compliant and has been certified no more than 12 months prior to the start date of the contract. contract. Please provide proof. If the bidder offers an equivalent certification, CBC / Radio-Canada reserves the right to further review before accepting.

Mandatory Information Security

Requirements Information security requirements must meet the mandatory requirements below, and a questionnaire must be completed as part of proposals submitted in response to the RFP.

1. 1. 1. Supplier has up-to-date SOC 2 Type 2 report which can be made available upon request Supplier: Appoint third party auditor and confirm means of obtaining report

3. REQUEST FOR RFP DOCUMENTS

All bidders must obtain RFP documents through Merx ( https://www.merx4.merx.com/cbc ) the system used by CBC / Radio-Canada for call management offers. Here is the link to the Merx Quick Start Guide for New Users ( http://bit.ly/2uYgwXs ).

In order to obtain the RFP documents, the Bidder must provide a written certification signed by a duly authorized representative confirming that it meets all the mandatory requirements described in the documents.

The Bidder must be registered with Merx Canada. Once this step is complete, the file containing the above mentioned documents is filed under the Required Acceptance section of this proposal. It can be accessed by clicking on "Place a quote".

The document (s) to be completed and signed should be sent to the CBC / Radio-Canada representative responsible for this RFP (see section 4 below for contact information).

After receipt of the required document (s) and CBC / Radio-Canada's positive evaluation of your company's proposals, you will receive an email from Merx indicating that the RFP documents are ready to be uploaded, no earlier than October 30 2020.

Please note that CBC / Radio-Canada is not responsible for the distribution of these materials.

4. COMMUNICATIONS WITH CBC / RADIO-CANADA

At this stage of the RFP process, all communication with CBC / Radio-Canada should be by email only and be addressed to the CBC / Radio-Canada representative responsible for this RFP. , whose contact details are given below. All emails pertaining to this RFP must include the RFP reference number (RFP # DP20191101) in the “Subject” line.

CBC / Radio-Canada Representative :

Stewart Bell
Finance and Administration
CBC / Radio-Canada
Email: CBC305RFP@CBC.ca

Bidders may have questions or need clarifications or other information or discover certain omissions or ambiguities. In such event or in case of doubt as to the meaning of any part of this RFP, Bidders should submit their questions through Merx no later than the date specified inPART I: INTRODUCTION, Table 1: Dates reviews of the main document RFP process.

5. RECEIPT OF PROPOSALS

Bidders must submit the electronic version of their proposal on the MERX website ( www.MERX.com) no later than November 26, 2020 at 8:00 pm EST.

The tenderer is solely responsible for the timely receipt of its proposal by CBC / Radio-Canada. The bidder cannot transfer this responsibility to CBC / Radio-Canada. The MERX clock will be used to indicate the time of receipt of the proposal, whether or not the time indicated on this clock is correct.

Partial proposals, as well as related modifications or revisions, which reach CBC / Radio-Canada after the RFP closing date and time will not be accepted.

Note:

This supply contract is subject to Chapter Five (Government Supply Contracts) of the Canadian Free Trade Agreement.

CBC / Radio-Canada reserves the right to negotiate with suppliers for any supply contract.

Afficher davantage

Dates

Publication

2020-10-20 14h36:40 HAE

Intention de soumissionner

Non disponible

Échéance de la réception des questionsA - Rectificatif précédent

2020-11-18 23h59:00 HNE

Questions sont soumises en ligne

Oui

Date de fermetureA - Rectificatif précédent

2020-12-10 20h00:00 HNE

Information du contact

Stewart Bell

416-205-3001

src305dp@radio-canada.ca

Acceptation requise

Qualifications & NDA Instructions

**la version française suit**

Qualification Requirements

To obtain the RFP Documentation, Proponents must submit the Qualification Request form completed and signed by a duly authorized representative confirming that the Proponent meets all the Mandatory requirements described in the attached file.
The Proponent must be registered with Merx Canada. Once registered, the file containing the above documents is located under the Required Acknowledgement section of this opportunity and can be accessed by clicking “Place Bid”.
The document(s) to be completed and signed must be sent, to the attention of the CBC/Radio-Canada representative for this RFP:

Stewart Bell
Strategic Sourcing Manager, Strategic Supply Management
Finance & Administration
CBC/Radio-Canada
E-mail: CBC305RFP@CBC.ca

If you have not received acknowledgment of your request within twenty-four (24) hours it is your responsibility to resubmit your request.

Following receipt of the required document(s) and CBC/Radio-Canada’s positive assessment of your company’s submissions, you will receive an e-mail from Merx that the RFP documents are ready for download.

******
Critères de qualification

Afin d’obtenir des documents de la DP, les soumissionnaires doivent soumettre le formulaire de demande de qualification signé par un représentant dûment autorisé qui confirme que le soumissionnaire respecte toutes les exigences obligatoires décrites dans le fichier joint.
Le soumissionnaire doit être enregistré auprès de Merx Canada. Une fois cette étape terminée, le fichier contenant les documents mentionnés plus haut est classé dans la section Acceptation requise de cette proposition et on peut y accéder en cliquant sur « Placer une soumission ».
Les documents à remplir et à signer doivent être envoyés, à l’attention du représentant de CBC/Radio-Canada pour cette DP :

Stewart Bell
Responsable Sourcing Stratégique
Finances et Administration
CBC/Radio-Canada
Courriel : CBC305RFP@CBC.ca

Si vous n’avez pas reçu d’accusé de réception de votre demande dans les vingt-quatre (24) heures, il vous incombe de soumettre de nouveau votre demande.

Après réception des documents demandés, formulaire de demande de qualification) et une évaluation positive par CBC/Radio-Canada de votre proposition, vous recevrez un courriel de Merx indiquant que les documents de la DP sont prêts à être téléchargés.

Processus de soumission

Type de soumission

Soumission électronique

Enveloppe 1 - Identity & Proposal

Fixation des prix

Aucun prix dans cette enveloppe

Liste de documents de la soumission

Nom de l’item	Description	Obligatoire	Limité à un fichier
Bid Documents	Documents defining the proposal	Oui	Non
Aucune entrée

Enveloppe 2 - Pricing

Fixation des prix

Dans un document attaché

Liste de documents de la soumission

Nom de l’item	Description	Obligatoire	Limité à un fichier
Bid Documents	Documents defining the proposal	Oui	Non
Aucune entrée

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