1 800 O-Canada Contact Centre Services

1. Introduction

KPMG was engaged on December 6, 2017 as a Fairness Monitor (FM) to observe all stages of the competitive procurement process associated with the 1 800 O-Canada Contact Center Services project. KPMG is an independent third party with respect to this activity.

We hereby submit the Final Report, covering the activities of the FM with respect to the Request for Information (RFI) issued by Public Services and Procurement Canada (PSPC) on behalf of Employment and Social Development Canada (ESDC) on March 12, 2018 (G9292-170324/A), the Notice of Security Sponsorship (G9292-170324/B) issued on July 16, 2018, the Request for Qualifications (RFQ) (G9292-170324/C) issued on October 5, 2018, the Request for Information (RFI) and draft Request for Proposal (RFP) (G9292-170324/D) issued on March 13, 2019, and the RFP (G9292-170324/E) issued on June 12, 2019 and continuing through the RFP closing on September 6, 2019 and the evaluation of proposals leading to the identification of the successful proponent.

Through the first RFI, PSPC and ESDC were requesting industry feedback to assist in defining the requirement for the RFQ as well as for an upcoming Request for Proposal (RFP). Through the RFQ, PSPC and ESDC asked interested parties to submit a response indicating their interest in, and qualifications for, the project with the intent to select a shortlist of up to four proponents to participate in the next stage of the procurement process. Through the second RFI and draft RFP, PSPC and ESDC asked qualified suppliers for feedback on the draft RFP. Through the RFP, bidders were invited to submit bids and required to demonstrate the qualifications, expertise, availability, experience and organization of the proposed team, but also the detailed approach to the work, and the pricing and terms offered. The evaluation process included mandatory, rated and financial portions as well as Proof of Solution (PoS) meetings to confirm the bidder’s proposed solution as presented in the bidder’s RFP response. The consensus evaluation took place over various days from September 16, 2019 until October 30, 2019.

This report includes our attestation of assurance, a summary of the scope and objectives of our assignment, the methodologies applied and relevant observations from the activities undertaken.

2. Project requirement

The overall objective of the Project is to select a single, qualified provider of contact centre services for the provision of contact centre services, facilities, and other related services as required to meet the 1 800 O-Canada and Customized Information Services (CIS) contact centre needs of Service Canada.

The Citizen Service Branch (CSB) of ESDC / Service Canada, through the Phone Operations and Integrated Content Management division (PO-ICM), is responsible for the Government of Canada Telephone General Enquiries Services Program that includes 1 800 O-Canada and CIS(referred to as the 1 800 O-Canada contact centre) and the associated content management activities.

Since 1982, this program has been using alternative service delivery (ASD) contracts, competitively tendered, to provide the human resources required for the management and delivery of its contact centre services. The current ASD contract expires on November 29, 2019. The objective of this procurement process is to select a contractor for the provision of contact centre services as required to evolve the delivery of 1 800 O-Canada and associated CISfrom the current service delivery model in which contact centre agents are provided through a third party contractor and where facilities, technical and telephony infrastructure, and overarching management services are provided by ESDC. Under the new model, the contact centre services and the facilities housing agents, supporting staff and infrastructure are provided by the Contractor and the core contact management, knowledgebase and supporting infrastructures continue to be provided by Canada.

The contractor eventually selected through the RFP process will be awarded a non-exclusive contract for the provision of required contact centre services for a period of up to 10 years.

3. Attestation of assurance

The Fairness Monitor hereby provides the following unqualified assurance statement concerning the competitive procurement process for 1 800 O-Canada Contact Center Services. It is our professional opinion that the competitive procurement process we observed, was carried out in a fair, open and transparent manner.

4. Methodology

KPMG was engaged as a FM to observe the procurement process for 1 800 O-Canada Contact Center Services, issued by PSPC on behalf of ESDC, and to attest to the fairness, openness and transparency of this monitored activity.

In accordance with the terms of our engagement, we familiarized ourselves with the relevant documents, observed bid solicitation activities, which included the RFI, the Notice of Security Sponsorship, the RFQ, the RFI and draft RFP, the RFP, amendments and questions from and answers provided to bidders, attending commercial confidential meetings and PoS meetings, and observed proposal evaluation activities as well as identified fairness-related matters to the contracting authorities and ensured that responses and actions were reasonable and appropriate.

Section 5 of this report identifies the specific activities and observations of the FM in respect to those activities.

5. Fairness monitoring activities and observations

5.1 Request for information review

KPMG was engaged to begin FM activities commencing with the development of the RFI. Prior to the publication of the RFI on March 12, 2018 on buyandsell.gc.ca, the FM reviewed the RFI.

Observations

In reviewing the draft RFI documentation, fairness considerations were identified by the FM and discussed with the contracting authority. All of the fairness considerations were addressed in the RFI prior to issuance and none resulted in fairness deficiencies.

5.2 Request for information posting

The RFI (dated March 9, 2018) was issued via buyandsell.gc.ca on March 12, 2018. The closing date was April 5, 2018. The RFI was accessible to all potential participants, without unjustified restrictions as to who may participate.

Following the release of the RFI, two amendments were released on March 13 and April 5, 2018. Amendments provided answers to questions raised by industry. The amendments were reviewed by the FM prior to posting.

Observations

Fairness considerations identified regarding the publication of the RFI were discussed with the contracting authority. All fairness considerations were addressed and none resulted in fairness deficiencies.

5.3 Request for information close

At close of the RFI on April 5, 2018, eleven RFI responses were received.

Observations

Responses were received and handled in accordance with the deadline and requirements stated in the RFI. No fairness deficiencies were observed.

5.4 One-on-one sessions with interested industry

Ten one-on-one sessions were held with interested industry between April 16 and 20, 2018. Each session lasted three hours. The objective of the sessions was to obtain clarifications regarding the questions in the RFI and the materials provided by the Respondent. Information discussed was treated as confidential and used to inform project requirements and next steps in the procurement process. The FM attended the one-on-one sessions.

Observations

Fairness considerations identified before or during the one-on-one sessions were discussed with the contracting authority. No fairness deficiencies were observed.

5.5 Notice of security sponsorship

A notice of security sponsorship (dated July 13, 2018) was posted on buyandsell.gc.ca on July 16, 2018. The closing date was October 16, 2018. Following the release of the notice of security sponsorship, two amendments were released on July 19 and 30, 2018. Amendments provided clarifications and responses to industry questions.

Observations

No fairness deficiencies were observed.

5.6 Request for qualifications review

Prior to the publication of the RFQ on October 5, 2018 on buyandsell.gc.ca, the FM reviewed the RFQ.

Observations

In reviewing the RFQ documentation, fairness considerations were identified by the FM and discussed with the contracting authority. All of the fairness considerations were addressed in the RFQ prior to issuance and none resulted in fairness deficiencies.

5.7 Request for qualifications posting

The RFQ (dated October 4, 2018) was issued via buyandsell.gc.ca on October 5, 2018 and included a notice regarding an information session scheduled on October 7, 2018. The closing date was November 2, 2018. The RFQ was accessible to all potential participants, without unjustified restrictions as to who may participate.

Following the release of the RFQ, a total of eight amendments were released on October 17, 19, 24, and 29 and on November 1, 6, 7 and 9, 2018. Amendments provided answers to questions raised by industry as well as modifications to the RFQ documents. Amendment 001 extended the RFQ closing date to November 16, 2018.

The FM attended the Information Session that was held on October 17, 2018 at 150 Kent Street, Hopper Boardroom, Ottawa. Thirteen companies attended the Information Session.

Observations

Fairness considerations identified regarding the publication of the RFQ or the conduct of the Industry Day were discussed with the contracting authority. All fairness considerations were addressed and none resulted in fairness deficiencies.

5.8 Request for qualifications close

At close of the RFQ on November 16, 2018, five responses were received. The FM discussed the manner in which the responses to the RFQ were received and handled with the contracting authority.

Observations

Five responses were received and handled in accordance with the deadline and requirements stated in the RFQ. No fairness deficiencies were observed.

5.9 Evaluation instructions

Prior to responses evaluations, the FM reviewed the evaluation guidelines, including evaluator responsibilities, code of conduct, security, confidentiality and conflict of interest requirements, and evaluation methodology.

The FM provided assurance as to the impartiality of evaluation methodology.

Observations

The FM reviewed the evaluation methodology and related requirements. No fairness deficiencies were observed.

5.10 Technical evaluation and compliance review

The technical evaluation of the responses was performed by evaluators individually between November 19 and 23, 2018. Following the individual technical evaluation, evaluators convened a consensus evaluation meeting from November 26 to 29, 2018 to identify the technical score of each of those responses.

One of the five responses did not pass the mandatory and rated evaluation criteria. The phased bid compliance process was used.

The FM was present and monitored the technical evaluation consensus process. The FM provided assurance that it was undertaken in a consistent fashion and that the results reflect the consensus of all evaluation board members.

Following the technical evaluation, the review of the compliance requirements was undertaken by the contracting authority for the responses received. All responses were deemed to be responsive to the compliance requirements stated in the RFQ with regards to the security, integrity and criteria.

Therefore, four qualified respondents were invited to participate in the RFP process.

Observations

The FM oversaw and reviewed the results of the technical and compliance evaluation and observed no fairness issues.

5.11 Request for information and draft request for proposal review

Prior to the issuance of the RFI and draft RFP on March 13, 2019, the FM reviewed the draft RFI and RFP.

Observations

In reviewing the draft RFI and RFP documentation, fairness considerations were identified by the FM and discussed with the contracting authority. All of the fairness considerations were addressed in the RFI and draft RFP prior to issuance and none resulted in fairness deficiencies.

5.12 Request for information and draft request for proposal issuance

The RFI (dated March 13, 2019) was issued directly to qualified suppliers on March 13, 2019. The closing date was April 11, 2019. The RFI was accessible to qualified respondents from the RFQ.

Observations

Fairness considerations identified regarding the publication of the RFI were discussed with the contracting authority. All fairness considerations were addressed and none resulted in fairness deficiencies.

5.13 Request for information and draft request for proposal close

At close of the RFI on April 11, 2019, four RFI responses were received.

Observations

Responses were received and handled in accordance with the deadline and requirements stated in the RFI. No fairness deficiencies were observed.

5.14 One-on-one sessions with qualified suppliers

Four one-on-one sessions were held with qualified suppliers between April 23 and 26, 2019. Each session was planned from 9am until 4pm. Information discussed was treated as confidential and used to inform project requirements and next steps in the procurement process. The FM attended the one-on-one sessions.

Observations

Fairness considerations identified before or during the one-on-one sessions were discussed with the contracting authority. No fairness deficiencies were observed.

5.15 Request for proposal review

Prior to the issuance of the RFP on June 12, 2019, the FM reviewed the draft RFP.

Observations

In reviewing the draft RFP documentation, fairness considerations were identified by the FM and discussed with the contracting authority. All of the fairness considerations were addressed in the draft RFP prior to issuance and none resulted in fairness deficiencies.

5.16 Request for proposal issuance

The RFP (dated June 12, 2019) was issued directly to qualified suppliers on June 12, 2019 through a documentation room. The documentation room was available to proponents qualified through the RFQ phase to participate as a bidder in the RFP phase. The closing date was September 6, 2019. The RFP was accessible to qualified suppliers only.

Following the release of the RFP, the FM attended the Commercial Confidential Meetings (CCM) held from June 25 to 27, 2019. Three qualified suppliers attended the CCMs.

Sixteen amendments were released on July 9, 19 and 30, August 2, 13, 15, 19, 20, 21, 23, 27, 28 and 29 and September 5, 2019.

Each amendment was reviewed by the FM.

Observations

Fairness considerations identified regarding the issuance of the RFP were discussed with the contracting authority. All fairness considerations were addressed and none resulted in fairness deficiencies.

5.17 Request for proposal close

At close of the RFP on September 6, 2019, three bids were received. The FM discussed the manner in which the bid responses to the RFP were received and handled with the contracting authority.

Observations

Three bids were received and handled in accordance with the deadline and requirements stated in the RFP. No fairness deficiencies were observed.

5.18 Evaluation instructions for request for proposal

Prior to proposal evaluations, the FM reviewed the evaluation guidelines, including evaluator responsibilities, code of conduct, security, confidentiality and conflict of interest requirements, and evaluation methodology.

The FM provided assurance as to the impartiality of evaluation methodology.

Observations

The FM reviewed the evaluation methodology and related requirements and observed no fairness deficiencies.

5.19 Review of financial bid for missing information

Following the RFP closing, the review of the financial bid for missing information was undertaken by PSPC for the three proposals received. All three proposals were deemed to be responsive to the mandatory requirements stated in the RFP; thus these proposals were eligible to proceed to the technical evaluation stage.

Observations

Based on the FM’s review of the results of the review of financial bid for missing information, the FM observed no fairness considerations.

5.20 Mandatory technical evaluation

Bids which would fail to meet any one of the mandatory criteria, subject to the phased bid compliance process, would be deemed non-responsive and given no further consideration. Each of the three technical proposals received was individually evaluated by each evaluator. The evaluators then convened at a consensus meeting on September 16, 2019.

All three proposals were deemed responsive to the mandatory criteria and could proceed to the rated technical evaluation.

The FM was present and observed the mandatory technical evaluation consensus process. The FM provided assurance that it was undertaken in a consistent fashion and that the results reflect the consensus of all evaluation board members.

Observations

The FM oversaw and reviewed the results of the mandatory technical evaluation and observed no fairness deficiencies.

5.21 Rated technical evaluation

Bids meeting all mandatory technical criteria were evaluated against the point rated technical criteria. Bids not meeting the identified minimum pass mark for any one of the rated criteria subject to a minimum pass mark would be deemed non-responsive and given no further consideration. Each of the three technical proposals received was individually evaluated by each evaluator. The evaluators then convened at consensus meetings on September 27 and 30 and October 1 and 2, 2019.

All three proposals were deemed responsive to the rated evaluation criteria and could proceed to the PoS evaluation.

The FM was present and monitored the rated technical evaluation consensus process. The FM provided assurance that it was undertaken in a consistent fashion and that the results reflect the consensus of all evaluation board members.

Observations

The FM oversaw and reviewed the results of the rated technical evaluation and observed no fairness issues.

5.22 Proof of solution evaluation

Bids meeting all mandatory technical criteria and the minimum pass mark for the each of the point rated technical criteria subject to a minimum pass mark, were evaluated against the PoS criteria. Through this process, bidders were required to demonstrate, onsite at the bidders facility, that they meet the identified PoS technical criteria requirements. These meetings were held on October 17, 18, 23, 24, 28 and 29, 2019. Each of the PoS was individually evaluated by each evaluator. The evaluators then convened at consensus meetings on October 17, 18, 23, 24, 28, 29 and 30, 2019.

All three proposals were deemed responsive to the PoS criteria and could proceed to the financial evaluation.

The FM was present and monitored the PoS evaluation process. The FM provided assurance that it was undertaken in a consistent fashion and that the results reflect the consensus of all evaluation board members.

Observations

The FM oversaw and reviewed the results of the PoS evaluation and observed no fairness issues.

5.23 Financial evaluation

The contracting authority performed due diligence and verified the pricing details on the forms provided by the proponents who had passed the technical evaluation. Financial evaluation summary sheets were prepared by the contracting authority and reviewed by the FM.

Observations

The selection of the successful proponent was consistent with the provisions and methodology outlined in the RFP.

6. Reference documents

Documents related to Solicitation Number G9292-170324/A to C are available on CanadaBuys. Documents related to Solicitation Number G9292-170324/D and G9292-170324/E are available through the project office.

7. Addendum to final report June 17, 2020

Addendum to the Fairness Monitor (FM) Final Report dated December 16th, 2019 pertaining to the competitive procurement process associated with the 1 800 O-Canada Contact Center Services project, issued by Public Services and Procurement Canada (PSPC) on behalf of Employment and Social Development Canada, as a result of Solicitation G9292-170324/A, G9292-170324/B, G9292-170324/C, G9292-170324/D and G9292-170324/E.

This Addendum to the FM Final Report covers the period following the conclusion of the evaluation phase.

Activities related to contract award and debriefings

Three bids were received by PSPC in response to this Request for Proposal. Bidders were notified of contract award on May 12th, 2020. The FM reviewed the contract award and regret letters prior to them being sent to the successful and unsuccessful bidders. No fairness deficiencies were observed.

Debriefings were provided to all three bidders in writing. Written debriefs were reviewed by the FM and no fairness deficiencies were observed. None of the bidders asked for verbal debriefs.

Attestation of Assurance

The FM hereby provides the following unqualified assurance statement concerning the 1 800 O-Canada Contact Center Services procurement process.

It is our professional opinion that the procurement process we observed was carried out in a fair, open and transparent manner.