PROJECT BACKGROUND

The Municipal Property Assessment Corporation ("MPAC”) is a not-for-profit corporation whose role is to accurately value and classify all properties in the province of Ontario. Property Owners, tenants, and clients contact MPAC’s Contact Centre via phone (voice), email, or web chat.

In 2022, MPAC received 117,521 phone contacts, 37,376 emails and 14,367 chats, with a workforce size of approximately 50 agents.

PROJECT SCOPE

MPAC intends to engage with cloud-based mobile interface Providers that can provide a zero technology footprint at MPAC. It must service all MPAC media channels and be easily configurable by MPAC staff. 

PROJECT DESCRIPTION AND OBJECTIVE(S)

The Successful Respondent(s) will be required to provide provision and maintenance to a cloud-based Software as a Service (SaaS) contact solution for MPAC’s Contact Centre.

The Cloud Service Infrastructure solution to provide computing capacity for a per use model where technology assets are not owned by MPAC. The Successful Respondent will own and have complete responsibility for the cloud technology assets. MPAC will not fund or incur any capital investment for cloud technology assets. MPAC accountability is limited to payment for cloud services rendered to meet MPAC requirements based on per use model. MPAC requires cloud solutions (public or private) to meet MPAC business requirements. The cloud technology assets to provide multi operating systems processing capabilities with a scalable and customizable design for a range of performance accessible through dynamic and adjustable scaling for services. With a single point of contact for all services provided under a given contract. The Successful Respondent to provide an out of the box solution that supports the general, function and technical requirements outlined in this Request for Proposal (“RFP”).

The customer experience requires cohesive support across all of MPAC’s self-serve channels. The Contact Centre, in addition to being the singular voice channel to support MPAC’s core business, is also the first level support for the increasing number of self-serve channels. 

Simply stated, the business objectives are as follows but not limited to: 

• Deliver a customer centric and usability focused experience; 
• Deliver a very high performing, continuously available service; 
• Minimize the need for transfer to a live agent even on the voice channel by using event-based servicing of simple calls:
  • i.e., customer can use Interactive Voice Response (“IVR”) to check status of a work object/ticket without having to speak to a live agent; 
• Maximize the number of customers using the self-service channel; and
• Deliver this service in the most cost-effective manner possible. 

Workforce Management (“WFM”) Tool Item List:

• Smart  adherence management which should have the option to approve multiple schedule assignments;
• State changes, booking group meetings, and other changes should have the capability to be done in groups rather than one by one;
• Agent WFM data needs to have communication with WFM Tool; items should sync across all formats provided by the vendor;
• Ability to create UAT profiles;
• Unformatted reports, raw data must have export capability to excel;
• Accurate reporting from WFM tool and through the vendors own reporting should be verifiable; 
• Vacation planning - waitlist approvals should be automatic if time becomes available;
• Email notification to agent and admin staff once vacation or waitlist is approved;
• Schedule report for daily logins;
• Graphical view of forecast data in WFM tool;
• System should have a central dashboard for all access of views from agent to management;
• Application which houses the IVR scripts should be provided access to; and
• 24/7 customer support. 

User Functionality 

Please note that all users are mobile, and the Customer Contact Centre (“CCC”) functions operates Monday to Friday except for Holidays with business hours of 8:00AM EDT to 5:00PM EDT.

CCC agent duties:

• Automatically accept contacts delivered to them through the application;
• Ability to change state after a contact or not on a contact to a post contact, wrap, break, lunch etc. not available state;
• Ability to view details of email contact waiting in queue;
• Ability to create a new contact (phone or email out) outside of the contacts routed through the incoming channels; and
• Access to an agent dashboard preferred.

Dashboard

The dashboard should have the ability to show widgets or a real time display in a simple, effective user dashboard:

• All Channel queues (phone, email, and chat)
  • Number of contacts in each queue;
  • Longest wait in each queue;
  • Service Level by queue (i.e., % handled in five (5) minutes).
• List of agents
  • Agents specific state;
  • Agents time in state.
• Historical data by agent of state times by day/week/month; and
• List of items in queue to be handled. 

CCC Supervisor Duties:

• Ability to manage agent queue assignments at an agent level;
• Ability to weight queue priorities based on service levels;
• Ability to view details of email/phone contact waiting in queue;
• Ability to monitor a phone contact live; 
• Ability to monitor a phone contact received up to 3 months prior;
• Ability to retrieve information on an email, chat up to 3 months prior;
• Ability to retrieve basic detail of a contact up to 5 years.