IT and Telecommunications Consultants for Cloud Contact Centre Migration at ESDC

About

Employment and Social Development Canada awarded a contract to Tundra Technical Solutions Inc.

for information technology and telecommunications consultants to support the Benefit Delivery Modernization (BDM) Common Platform Delivery (CPD) workstream.

The workstream is responsible for multi-phase projects to migrate seven of ESDC's contact centres from the Hosted Contact Centre Solution (HCCS) platform, which reaches end-of-life in October 2027, to a new Cloud-based contact centre solution (CCS).

The migration includes onboarding and transforming Employment Insurance (EI) contact centre capabilities, as well as onboarding Old Age Security (OAS) and Canada Pension Plan (CPP) to the new solution.

Due to the complexity of the migrations and the project management maturity level and skillset, CPD required multiple Project Managers dedicated to sub-projects including Knowledge Management (KM), Identity Service Access Management (iSAMS), Contact Centre as a Solution (CCaaS), Workload Management (WLM), Workforce Management (WFM), and Skills Repository.

The contract value is CAD 156,940.88, and for a contract with task authorizations, the realized amount is contingent on the number of task authorizations issued and may be less than the amount proactively published, dependent on the operational requirements of the department.