Inbound Call Centre Services-Emergency Line

PROCUREMENT OVERVIEW

The Canadian Nuclear Safety Commission (CNSC) is seeking inbound call centre services for its 24/7/365 emergency line, which is used for reporting nuclear-related events. The objective is to ensure that all calls to this emergency line are efficiently managed by a contractor's call centre, fulfilling the CNSC's operational needs for immediate and reliable communication in emergency situations. The estimated duration of the contract is five years.

ISSUING ORGANIZATION

• Name: Canadian Nuclear Safety Commission (CNSC)
• Location: Ottawa, Ontario, Canada
• Primary Contact: CNSC Procurement
• Email: [email protected]

MANDATORY REQUIREMENTS

• Security Clearances:
  • The contractor must hold a valid Designated Organization Screening (DOS) and obtain approved Document Safeguarding Capability at the level of PROTECTED A.
  • Personnel requiring access to PROTECTED information must have a valid RELIABILITY STATUS granted by the Contract Security Program (CSP).
• Compliance with Security Requirements: The contractor must adhere to extensive security protocols, including adjustments to internal processes and IT systems.
• Geographic Restrictions: Services must be provided in Ottawa, Ontario, Canada.
• Experience Requirements: Respondents must demonstrate capability and capacity to meet CNSC’s needs.

TECHNICAL CAPABILITIES

• Respondents must have the capability to operate a call centre that can handle emergency communications 24/7/365.
• Familiarity with security protocols related to handling PROTECTED information is essential.

EVALUATION CRITERIA

• Proposals will be evaluated based on the capability and capacity to meet the CNSC's needs, current security clearances, and indicative budget information.
• The evaluation process is not competitive at this stage, as this is a Letter of Interest (LOI) to assess market capacity.

PREFERRED QUALIFICATIONS

• Experience in providing similar emergency line services, particularly in regulated environments.
• Additional certifications related to security and emergency management may provide a competitive advantage.

This summary provides a comprehensive overview of the opportunity for potential bidders to assess their fit for the CNSC's requirements for inbound call centre services for its emergency line.