EO-020920-2 - RFI For Support Automation and Centralized Knowledge-Based Solution

This Request for Information (“RFI”) is issued by Her Majesty the Queen in right of Ontario as represented by the Chief Electoral Officer of Ontario (“Elections Ontario” or “EO”), for the purposes of gathering information about the marketplace to assist in the determination of future purchasing options or requirements. Proponents are asked to respond to EO and provide the information requested below.

Elections Ontario (EO) is a non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial elections in Ontario. Led by the Chief Electoral Officer, EO is governed by both the Election Act and the Election Finances Act.  EO must be prepared to serve over 10 million eligible electors in a provincial election by providing them with all the information they need to vote in English and French.  This includes answering hundreds of thousands of public inquiries during an election period.
During the 2018 general election, public inquiries were primarily handled by human agents responding to emails and phone calls.
The next scheduled provincial general election is in June 2022. In preparation for that event, EO is interested in learning about a digital support automation solution(s) that would:

• allow us to respond to public inquiries across multiple platforms and channels in real time
• include a centralized knowledge base that is used to respond to inquiries and can be managed and updated by EO in real time
• reduce the dependency on human agents
• result in high levels of customer satisfaction
• provide the ability to gather data and statistics to measure and improve effectiveness