AI Overview

Multi-vendor VOR arrangement sought for CRM solutions and professional services on an "as and when required" basis through a second-stage selection process.

Basic Information

Reference Number

00004683332

Issuing Organization

Ontario Shared Services

Solicitation Type

RFB - Request for Bid (Formal)

Solicitation Number

tender_20960

Title

Project: tender_20960 - Client Relationship Management Solutions (CRM)

Source ID

SCRIBE

Details

Location

Ontario

Purchase Type

Not Stated

Dates

Publication

2025/08/20 01:08:00 PM EDT

Closing Date

2025/09/22 11:00:00 AM EDT

Contact Information

Bandna Chawla

Bandna.Chawla@supplyontario.ca

Description

The RFB seeks to establish a multi-vendor, mandatory-use, enterprise-wide Vendor of Record (VOR) arrangement for Client Relationship Management (CRM) solutions and associated professional services, aimed at enabling modern, integrated, and data-driven Client engagement across Ontario Public Service (OPS) entities.

The VOR arrangement will provide a comprehensive range of CRM solutions and services to OPS and, optionally, non-OPS clients across the Province of Ontario. These offerings will include, but are not limited to, CRM platforms, implementation services, integration with enterprise systems, data migration, training, support, and strategic advisory services.

Clients will be able to access the CRM VOR arrangement on an “as and when required” basis through a second-stage selection process, allowing for solution and service selection tailored to their unique requirements.
Scope of Work
Supply Ontario is seeking proposals to procure and implement modern CRM solutions that enhance the management of citizen, stakeholder, and partner interactions, improve service delivery, and support data-driven decision-making.

The CRM VOR arrangement will allow OPS entities to adopt platforms with capabilities such as case management, contact management, omnichannel communications, workflow automation, real-time analytics, AI-driven insights, and integration with existing enterprise applications. The arrangement will also provide access to professional services to ensure successful deployment, adoption, and continuous improvement.

Proponents are invited to submit proposals for the provision of CRM solutions and services across the following two (2) categories:

Category 1: CRM Core Solution
Includes the provision of enterprise-grade CRM platforms and capabilities, such as:

Case management and contact management

Omnichannel communication and engagement

Workflow automation and AI-powered insights

Real-time dashboards and analytics

Integration with enterprise systems (ERP, document management, etc.)

Security, compliance, and scalability for government environments

Category 2: Professional Services
Includes services such as:

Implementation, configuration, and customization

Data migration and integration

Training and change management

Ongoing technical support and maintenance

Strategic consulting and optimization services

Proponents may submit proposals for one or both categories, with each evaluated and awarded separately to enable flexibility in vendor selection.

The term of the Vendor of Record (VOR) arrangement will be five (5) years with no extensions. Supply Ontario may, at its discretion, issue Refresh RFBs during the term to add new vendors.

Optional Information Session Date and Time: 25/08/2025, 11:00am

Disclaimer All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued by the originator of the notice. MERX asks you to contact the buying agency directly for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the main tender document and/or on this notice abstract.

Toutes les modifications associées à cet avis d’appel d’offres ainsi que les documents, les plans et les spécifications sont générés par l’entité responsable des achats (l’acheteur). S’il vous plait, contactez-le directement pour les addenda. Veuillez notez qu’il se peut que les fournisseurs soient obligés de s’inscrire directement avec l’acheteur. Vous pouvez trouver leur coordonnées dans le document principal ou dans l’abstrait de l’avis d’appel d’offre.

Source: https://ontariotenders.app.jaggaer.com/