Basic Information

Reference Number

0000182613

Issuing Organization

Elections Ontario

Owner Organization

Elections Ontario

Solicitation Type

RFI - Request for Information (Informal)

Solicitation Number

EO-020920-2

Title

RFI For Support Automation and Centralized Knowledge-Based Solution

Source ID

PV.MN.ON.427751.C98642

Agreement Type

None

Details

Location

Canada, Ontario

Purchase Type

One Time Only- Delivery Date:2020/09/22

Description

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

All digital support automation solutions will need to meet the project goals listed in Part 3 and produce bilingual (English and French) responses. The digital support automation solutions will need to be fully accessible as per the Accessibility for Ontarians with Disabilities Act and WCAG 2.0.
Based on the requirements outlined in this document, EO is asking proponents, as experts in this field, to provide recommendations, a high-level approach to implementing the recommendations, cost estimates and other information needed for EO to determine the best available digital solution(s) to respond to public inquiries.

All of the documentation requiered to respond to this RFI may be obtained from MERX.

Dates

Publication

2020/09/02 10:49:38 AM EDT

Bid Intent

Not Available

Question Acceptance Deadline

2020/09/10 12:00:00 PM EDT

Questions are submitted online

Closing DateA - Previous Amendment

2020/09/18 02:00:00 PM EDT

Contact Information

Procurement Procurement

4162121184

procurement@elections.on.ca

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Pricing

Lump sum

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Bid Documents	Documents defining the proposal	No	No
No entries

Additional Bidding Instructions

© MERX - All rights reserved. No part of the information on this Web Site may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of MERX and the Minister of the participating government department (if applicable). MERX, the Minister nor the Contracting Authority will assume responsibility or liability for the accuracy of the information contained in the publication.