TPA20210510 - OMI-CHANNEL CUSTOMER SERVICE CONTACT CENTER PLATFORM

Toronto Parking Authority (TPA) is seeking an omni-channel customer service platform, which includes a fully integrated Secure Payment Solution for Cardholder Not Present Payments for its customer service teams. The goal of the project is to implement a new customer service system that will allow TPA to improve the customer experience and provide better customer service. The vendor is expected to provide the services in “Software as a Service” (SaaS) model. All bids, must present a full end to end solution, including, but not limited to managed services, maintenance and support, standard reporting, hosting, training, initial deployment and scheduled updates. The system must be able to integrate with Permitting and Reservation software, Secure Payment Solution for Cardholder Not Present Payments and be Level 1 PCI compliant.

Digital Infrastructure will be used to create and sustain equity, inclusion, accessibility, and human rights in its operations and outcomes. Digital Infrastructure will be flexible, adaptable, interoperable and responsive to the needs of all TPA customers, including equity-seeking groups, Indigenous people, those with accessibility needs and vulnerable populations.