| Project name |
Workplace Communication Services (WCS) |
| Description |
Focussed on replacing legacy landline telephony systems with next-generation, network-based communications services that bundle Voice over Internet Protocol (VoIP) telephone, Instant Messaging, Presence, and Desktop Videoconferencing, WCS will converge voice and data onto a common, enterprise network to deliver an enhanced service offering at a lower operational cost. WCS will support Blueprint 2020 and Workplace 2.0 objectives for increased productivity, mobility and collaboration, while meeting urgent requirements to replace end-of-life legacy equipment and ensure service continuity for partner program delivery. |
| Project outcomes |
- Establish an enterprise WCS contract and ensure relationships with industry that are open, transparent and fair
- Modernise traditional telephony technologies by migrating to VoIP technology that will carry interdepartmental communications over Canada’s transformed wide area network (GCNet WAN)
- Execute an efficient transition with minimal business impacts
- Reduce infrastructure complexity through standardisation to an enterprise service, and provide greater telecommunication capacity, reliability and capability to enable partners and clients to deliver optimum support service to Canadians
- Improve service availability and increase customer satisfaction
- Reduce administrative duplication (for example, invoice processing) and standardised IT service management processes by transforming from multiple telephone service contracts in silos to a shared service
- Provide increased communication capabilities (that is, Desktop Videoconferencing, Instant Messaging, Presence and Desktop Sharing)
- Support an improved GC security posture through standardised security measures and controls
- Yield ongoing service delivery efficiencies at target state
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| Industrial benefits |
The services provided by the WCS contract will involve delivery to locations subject to Comprehensive Land Claim Agreements (CLCAs). Therefore, the WCS RFP included rated criteria for the provision of a Comprehensive Land Claim Agreements (CLCAs) plan promoting indigenous participation in the performance of the work. As a result of this, the WCS contract contains a mandatory requirement for TELUS to implement, and report, on the CLCA plan which was submitted by TELUS and evaluated by Canada as a part of its Bid. The annual CLCA report must cover:
- the number of Aboriginal persons employed in each CLCA for which a commitment was made in the CLCA Plan
- a description of the Contractor’s recruitment process (including any subcontractor recruitment processes) currently in use and any plans for changing the recruitment process during the coming year
- a description of the Contractor’s retention process (including any subcontractor retention processes) currently in use and any plans for changing the retention process during the coming year
- the nature of the work performed in each CLCA over the course of the year and any plans for changing the nature of that work during the coming year
- the types of positions filled by Aboriginal persons over the course of the year
- the type of on-the-job training and skills provided by Aboriginal persons performing any portion of the Work in CLCAs
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| Sponsoring department |
Shared Services Canada |
| Contracting authority |
Shared Services Canada |
| Participating departments |
Shared Services Canada |
| Prime contractor |
TELUS |
| Major subcontractors |
N/A |
| Project phase |
Phase 4 – Operational Readiness |
| Major milestones |
- Phase 1 – Idea Generation – January 2014
- Phase 2 – Initiation – April 2014
- Phase 3 – Planning – June 2017
- Phase 4 – Operational Readiness – September 2019
- Phase 5 – Deployment – January 2024
- Phase 6 – Closeout – March 2024
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| Progress report and explanation of variances |
SSC has initiated external reviews to confirm project viability relative to alternate solutions to address critical legacy telephony systems. These reviews will inform project direction for fiscal year 2019–20.
Background
Key issues:
- vendor was unable to meet expected timelines to complete Operational Readiness
- revalidation of intended solution and needs of the Department of National Defence (DND) is required given delays and potential external costs associated with modernization
Actions taken thus far:
- enacted two external reviews, one for the telephony transformation program overall, and one on the viability of the contract with the current vendor
- worked with DND to determine alternative solution architecture which requires significantly less investment to alleviate financial and logistical pressures
- project will be re-baselined early in 2019–20 in order to align with current operational priorities
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