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 utilized for reporting nuclear-related events. The primary objective is to ensure that all calls to the CNSC emergency line are efficiently managed by a contractor's call centre, thus fulfilling the CNSC's operational needs for constant availability and responsiveness.

ISSUING ORGANIZATION

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

MANDATORY REQUIREMENTS

• Security Clearances:
  • Contractors 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.
• Compliance: Contractors must comply with the Security Requirements Check List and the Contract Security Manual.
• Facilities and IT Systems: Contractors must not use their facilities or IT systems to process PROTECTED information until receiving written approval from the Contract Security Program (CSP).

TECHNICAL CAPABILITIES

• Availability: Must provide full 24/7/365 call centre services.
• Security Protocols: Must be able to implement substantial security measures as outlined in the LOI.

EVALUATION CRITERIA

The LOI is primarily for assessing market capacity and interest, rather than a formal solicitation. However, interested parties will be evaluated based on:

• Capability and capacity to meet CNSC's needs.
• Current security clearances or ability to meet security requirements.
• Indicative budget for planning purposes.

PREFERRED QUALIFICATIONS

• Experience in providing emergency call centre services, particularly in regulated environments.
• Familiarity with nuclear safety or emergency management protocols may be advantageous.

This summary provides a comprehensive overview of the CNSC's request for inbound call centre services, highlighting the key aspects that potential bidders need to consider when assessing their fit for this opportunity.