Grant Thornton LLP

Closing Date

February 16, 2018 - 3:00 p.m., local time

Revised October 2, 2020


Richard Oppelt
Purchasing Manager
Finance Department
Tel: (604) 590-7274

Request for Proposals
Management Consulting Services - Service Delivery Model Review for Three Core Streams of Service Delivery:  Building, Engineering and Planning.


The City of Surrey is interested in receiving proposals from Proponents who have recent local government experience in providing Management Consulting services related to the review of existing business models applied to the delivery of multiple service streams, for the purpose developing a service delivery strategy to achieve the city’s goal of strong customer-centric services delivered through a sustainable and integrated model which is efficient, simple, responsive, transparent, integrated, seamless, connected and, which is effective and efficient thereby providing customers value for money.

Scope of Services

The City is inviting Proponents to submit Proposals to conduct a review of the current service delivery model, which is in place for the delivery of customer services and involves the interplay between the Long Stay Front Counter and the “back-of-house” processes of the three core service streams. The service streams primarily revolve around the intake of a multitude of application types at the Long Stay Front Counter and the processing of these applications by “back-of-house” staff.

Phase 1 - Discovery/exploration
Phase 2 - Value stream mapping
Phase 3 - Recommendations
Phase 4 - Service Delivery Strategy

RFP documents for download: 
Management Consulting Services - Service Delivery Model Review (.pdf)
Schedule C - Form of Proposal (.doc)

Addendum No. 1 (.pdf) REVISED CLOSING
Issue Date: February 2, 2018

Addendum No. 2 (.pdf)
Issue Date: February 14, 2018

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  the “BC Bid Website”) and the City Website at  (the “City Website”) that will form part of this RFP.  No amendment of any kind to the RFP is effective unless it is posted in a formal written addendum on the City Website.  Upon submitting a Proposal, Proponents will be deemed to have received notice of all addenda that are posted on the City Website.

All inquiries related to this RFP should be directed in writing to the person named above.