# AI workability — RFP - Contact Centre as a Service

*Buyer: Department of Cyber Security and Digital Solutions · Source: merx · Closes: 06 Oct 2026 00:00 UTC*

**AI workability: 70%** (majority AI-deliverable) · notice-only read · bid call: **MAYBE**

- Effort: 810 h total · 567 h AI · 243 h human (low confidence)

## Verdict

AI-majority workable (70% AI-agent effort) with mandatory human oversight for legal, client, and compliance functions.

## Bid call

**MAYBE** — AI can perform the majority of delivery work (70%), but the tender documents are too thin to confirm mandatory qualifications, evaluation criteria, and security requirements. The shop should pursue only if clarifications confirm no insurmountable clearance/bonding requirements and the evaluation does not heavily favor large reference contracts.

## Deliverables

| Deliverable | Mode | AI share | Hours |
| --- | --- | --- | --- |
| Requirements Discovery & Solution Design | ai_assisted | 65% | 80 |
| CCaaS Platform Evaluation & Procurement Support | ai_assisted | 55% | 60 |
| Solution Configuration & Integration | ai_agent | 85% | 200 |
| Data Migration & Testing | ai_agent | 80% | 150 |
| Documentation & Training Materials | ai_agent | 90% | 80 |
| Project Management & Governance | human_only | 30% | 100 |
| Deployment & Go-Live Support | ai_assisted | 60% | 80 |
| Security & Compliance Review | ai_assisted | 70% | 60 |

## Risks

- **[high]** Thin tender documentation may hide mandatory requirements, evaluation weights, or security constraints. — *Request clarification from buyer, review Nova Scotia procurement portal, and budget for discovery phase.*
- **[high]** Shop lacks TBIPS/SBIPS standing offer, facility security clearance, bonding, and large reference-contract history. — *Confirm pre-qualification requirements early; consider teaming with a qualified partner or subcontractor.*
- **[medium]** CCaaS vendor platform limitations may reduce AI automation potential. — *Select an API-friendly CCaaS platform and include integration/automation requirements in the contract.*
- **[medium]** AI-generated IVR/routing configuration errors could impact public-facing contact centre service. — *Use staged rollouts, human-in-the-loop testing, and automated regression suites before cutover.*
- **[medium]** Privacy/security compliance for contact centre data (PIPEDA, provincial laws) requires human sign-off. — *Engage a compliance specialist early and have AI draft evidence while a certified human approves.*

## Human roles

- **Project Manager / Client Relationship** (33%): Owns schedule, budget, stakeholder trust, and go-live decisions.
- **Contract & Procurement Lead** (16%): Signs agreements, manages vendor negotiations, and accepts legal/financial accountability.
- **Solution Architect / SME** (25%): Validates AI-generated designs and approves production configuration.
- **Compliance / Security Officer** (12%): Provides certified sign-off for privacy/security and audit evidence.
- **Go-Live / Support Lead** (14%): Makes final cutover calls and handles live incidents that require human judgment.

## Why not more AI

- Cannot sign contracts or take legal/financial accountability.
- Cannot facilitate live client workshops or build trusted stakeholder relationships.
- Cannot perform certified security/compliance audits or provide professional sign-off.
- Cannot handle physical installation or on-site presence if required.
- Needs human oversight for production telephony changes and go-live decisions.

## Requirements & compliance

| Ref | Requirement | Status |
| --- | --- | --- |
| RFP-43071 | Contact Centre as a Service | unclear |

## Evaluation criteria

- **Not disclosed** (Unknown): No evaluation criteria or weighting were present in the available tender documents.

## Key dates

- 2026-08-20T00:00:00+00:00 — Publication
- 2026-10-06T00:00:00+00:00 — Closing Date

## Gaps in source documents

- No detailed scope/requirements in source documents.
- No evaluation criteria or weighting.
- No contract duration, value, or terms.
- No security clearance, onsite presence, or language requirements stated.
- No certifications or physical work list.
- No vendor qualification/pre-qualification details.
- No incumbent/current contact centre environment details.

## Assumptions

- CCaaS delivery is primarily cloud/software configuration and integration, not physical telecom installation.
- Buyer will accept a small shop with a partner/subcontractor for any mandatory certifications.
- Detailed requirements, evaluation criteria, and security requirements will be released via amendments or buyer Q&A.
- AI agents can access a sandbox environment and APIs for configuration/testing.
- Human effort includes oversight, approvals, and client-facing work.

---

*Generated by GovContract from public tender documents. Human review required before acting on bid decisions.*