Integrated Customer E-Services Program

REQUEST FOR PROPOSALS

SCOPE OF SERVICES

The sections below outline the consulting services to be delivered jointly with city staff under a service request workflow model. There is no guaranteed volume of surveys committed to within the agreement rather demands are based on the extent of engagement occurring across the city through projects and key initiatives. Historically there have been spillover demands particularly in the market research and survey design and deployment end, that is beyond city internal staff capacity. Therefore, in recent years the extent of external consultant for surveys and research for example, has been in the range of 100 to 200 surveys annually. This could increase or decrease based in changing internal capacity. A proposed annual fee or rate structure is requested from each proponent for each of the service areas noted below.

The Consultant will provide expertise and capabilities to provide the following services:

2.1 Market Research Services

2.2 Research Panel Professional Support

2.3 Marketing Intelligence Program

2.4 Voice of the Customer Program

2.5 Electronic Forms Support

2.6 CASL and FOIPPA Compliance

ADDENDA

If the City determines that an amendment is required to this RFP, the City Representative will issue a written addendum by posting it on the BC Bid Website at www.bcbid.gov.bc.ca and the City Website at www.surrey.ca (collectively, the “Websites”), and upon posting, any addenda will form part of this RFP. It is the responsibility of Proponents to check the Websites for addenda. The only way this RFP may be added to, or amended in any way, is by a formal written addendum. No other communication, whether written or oral, from any person will affect or modify the terms of this RFP or may be relied upon by any Proponent. By delivery of a Proposal the Proponent is deemed to have received, accepted and understood the entire RFP, including any and all addenda.

All inquiries related to this RFP should be directed in writing to purchasing@surrey.ca