IT and Telecommunications Consulting for IRCC Digital Platform Modernization Phase 3 Client Experience Platform

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Immigration, Refugees and Citizenship Canada awarded a contract to Accenture Inc.

for information technology and telecommunications consulting services related to the Immigration, Refugees, and Citizenship Canada (IRCC) Digital Platform Modernization (DPM) Phase 3 (Project 2) Client Experience Platform (CXP).

Under the Working Agreement, Accenture Inc.

(the CXP SI) must implement the scope of work defined by the Project 2 (P2) Discovery phase as part of R4 of CXP.

CXP R4 includes enhancements to the P2 service cloud solution implemented in R3, as well as client support management function on CXP.

The contract also includes the completion of two US (#1155439 and #1121779), which were deferred for the R3 scope of work.

P2 is implementing the future state client support experience and modernized client support service delivery model by introducing foundational capabilities for client relationship management (CRM) to ensure client enquiries are managed consistently, efficiently and effectively across all channels (omni-channel support) within IRCC and with key partners who interact with clients along their service journey.

The P2 enhancements in R4 will continue to enhance employee experience and effective and efficient ways of working for Client Support Centre (CSC) agents.

The contract value is CAD 1,937,404.66.