2019-100 - (New) Review of CCTS Service Delivery Process and Related Technologies

This RFI is intended to obtain responses from individuals or firms (“Respondents”) for the conduct of a review of the processes and technologies which the Commission for Complaints for Telecom-television Services Inc. (“CCTS”) uses to deliver its complaint-handling services to Canadian consumers and service providers. The goals of the review are:

• to ensure that CCTS’ processes are efficient and effective, and consistent with best practices in the industry, as well as to obtain recommendations for improvement;
• to obtain information and recommendations regarding technologies available in the marketplace which CCTS might wish to consider in order to streamline its processes, provide enhanced consumer access, quicker complaint-handling, and improved staff support, and to allow CCTS to respond with agility to increases or decreases in complaint volumes.