The Workplace Safety and Insurance Board (WSIB) will issue a Request for Pre-Qualification (RFPQ) in November 2017 for the modernization of its contact centre technology platform on the procurement website www.biddingo.com .
WSIB plans to modernize its contact centre tools and technologies for serving six million customer contacts per year through its phone channel. WSIB also intends to expand the use of these technologies to offer new communication channels such as online chat, text/SMS, video conferencing, and integrations into its back office systems.
The scope of solution is expected to include the following functions:
- Automatic Call Distributor (ACD)
- Interactive Voice Response (IVR)
- Quality Assurance / Monitoring
- Speech Analytics
- Workforce Management (WFM)
- Outbound Predictive Dialer
- System Administration
- Information Management
The solution will integrate with WSIB’s newly built Accounts Claims Enterprise System (ACES, also known as Guidewire) and other WSIB systems. In doing so, it will help WSIB to improve service for injured workers, employers, and service providers and to support the work of approximately 2,000 WSIB staff members.
Through the RFPQ, WSIB will pre-qualify the potential proponents to receive the invitational Request for Proposals (RFP) documents. Only proponents who pre-qualify through the RFPQ process will be invited to take part in the RFP procurement process. The RFPQ process will include Commercially Confidential Meetings (CCM).
The RFP is tentatively scheduled to be released early spring 2018. The procurement process for WSIB’s modernization of the contact centre technology platform will lead to long-term contracts with the service provider.
WSIB has engaged the services of a fairness monitor to provide oversight and advice throughout the procurement process.
WSIB encourages interested parties to share this information with others who may be interested and to periodically check www.biddingo.com in the coming weeks for a copy of the RFPQ document.