IT & Telecommunications Consulting for ESDC Contact Centre Modernization
Awarded 25 Jun 2026
About
Employment and Social Development Canada awarded a contract to S.I.
Systems ULC for information technology and telecommunications consulting services in support of the Contact Centre Modernization initiative.
The contract, valued at CAD 106,035.69, supports the migration of existing Employment and Social Development Canada contact centres to a modern, cloud-based Contact Centre as a Service solution, replacing aging platforms such as the Hosted Contact Centre Solution that are approaching contract end in the second quarter of 2027.
The initiative, undertaken in collaboration with Shared Services Canada as the lead for contact centre service delivery and procurement, includes a unified platform enabling Service Officers to deliver client services through voice, chat, email, and text messaging, along with modern operational capabilities such as intelligent routing, real-time monitoring, analytics, and reporting.
It also covers related operational capabilities including knowledge management, workforce management for scheduling and capacity, workload management for improved task distribution, and a skills repository, replacing multiple legacy and ad hoc tools.
The contract includes task authorizations, meaning the realized amount is contingent on the number of task authorizations issued and may be less than the stated value.
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