Search nstenders rfp-contact-centre-as-a-service|department-of-cyber-security-and-digital
RFP - Contact Centre as a Service
Closes in 41 days 06 Oct 2026 00:00 UTC
IT fit 70 Contact Centre as a Service is a cloud/software opportunity a small IT shop could bid on.
AI workability
Effort & value
595 h AI · 245 h human · 840 h total
Deliverable mix
agent · assisted · human
Dates
20 Aug
20 Aug
06 Oct
06 Oct
AI agents can perform the majority of the work (approx. 71%) for a CCaaS implementation, with humans required for workshops, compliance, and final sign-off.
Bid call: MAYBE The project is highly AI-workable, but the lack of detailed tender documents, unknown security/bonding requirements, and potential preference for large vendors make a go decision risky without more information. Recommend pursuing the full RFP and validating compliance requirements before committing.
| Deliverable | Mode | AI share | Hours | Notes |
|---|---|---|---|---|
|
Requirements Analysis & Solution Design
Translate RFP and stakeholder needs into a CCaaS solution design, including call flows, channel requirements, and integration map. |
ai assisted | 50% | 120 | AI drafts requirements and solution options from the RFP; human facilitates workshops and confirms scope. |
|
CCaaS Platform Configuration & IVR/Flow Build
Configure the contact centre platform, IVR menus, routing rules, queues, and agent workspace. |
ai agent | 90% | 200 | AI generates configuration scripts, IVR flows, and routing logic; human reviews in staging. |
|
Integrations (CRM, Telephony, APIs)
Integrate the contact centre with CRM, telephony, ticketing, and other enterprise systems. |
ai agent | 85% | 180 | AI writes and tests integration code; human handles credentials and production cutover. |
|
Data Migration & Reporting/Dashboards
Migrate contact centre data and build operational dashboards and BI reports. |
ai agent | 80% | 100 | AI cleans/migrates data and builds BI dashboards; human validates data quality. |
|
Testing & QA Automation
Create and execute test plans, automated regression tests, and load tests for the CCaaS solution. |
ai agent | 85% | 80 | AI generates and runs automated test scripts; human performs UAT sign-off. |
|
Documentation & Training Materials
Produce user manuals, admin guides, and training materials in English and French. |
ai agent | 90% | 60 | AI produces documentation and training decks; human reviews for accuracy. |
|
Project Management & Stakeholder Workshops
Lead client workshops, status reporting, change management, and go-live coordination. |
human only | 0% | 100 | Human-led workshops and relationship management; AI may assist with minutes and schedules but the role is human. |
Risks
-
high
Source documents are extremely thin; scope, evaluation, and security requirements are unknown.
Mitigation: Request the full RFP and any addenda before bidding; base bid on confirmed scope. -
high
Government procurement may require security clearance, bonding, or reference history that the shop lacks.
Mitigation: Verify security clearance and bonding requirements early; consider teaming with a qualified partner. -
medium
CCaaS procurements often favour large vendors with established contact centre references.
Mitigation: Differentiate with AI-agent delivery speed, flexible integration, and modern cloud-native approach. -
medium
No estimated value or contract duration is provided, making pricing and effort uncertain.
Mitigation: Develop a priced model with options and assumptions; seek budget indication from buyer. -
medium
AI-generated configuration and integrations may have production risks if not validated.
Mitigation: Use staging environments, automated testing, and human technical review before go-live.
Human roles needed
- Project Manager / Stakeholder Facilitator · 35% — Client workshops, status reporting, and relationship management require a human presence.
- Solutions Architect / Technical Reviewer · 25% — Final architecture decisions and production cutover need human judgment and accountability.
- Security & Compliance Officer · 15% — Government security, privacy, and accessibility compliance require human certification and sign-off.
- Legal / Contract Administrator · 15% — Contract signature, insurance, and legal/financial accountability cannot be delegated to AI.
- QA / UAT Coordinator · 10% — User acceptance testing and go/no-go decisions require human stakeholders.
Why not more AI
- Cannot sign contracts or hold legal/financial accountability.
- Cannot facilitate live client workshops or build trust with government stakeholders.
- Cannot perform on-site work or obtain facility security clearances.
- Cannot make final decisions on ambiguous requirements or accept liability.
- Needs human oversight for compliance with government procurement, accessibility, and privacy standards.
Suggested delivery stack
- Use AI coding agents (e.g., GitHub Copilot, Cursor, or custom agents) for integration code and infrastructure-as-code.
- Use API-first CCaaS platforms such as Amazon Connect, Genesys Cloud, or Twilio Flex to allow scripted configuration.
- Use RPA/workflow automation tools for repetitive operational tasks.
- Use AI document generators for proposals, manuals, and training materials.
- Use automated testing frameworks (Playwright, Cypress, etc.) for QA.
- Use an AI orchestration layer to coordinate agents across requirements, code, testing, and documentation.
Requirements & compliance (1)
| Ref | Requirement | Kind | Compliance |
|---|---|---|---|
| RFP-48391 | Contact Centre as a Service (title only; no detailed requirements provided) Source documents do not contain functional, technical, or security requirements. |
unknown | unclear |
Evaluation criteria & key dates
- Not disclosed · Unknown — No evaluation criteria or weighting were provided in the notice or attached documents.
- 2026-08-20 — Publication
- 2026-10-06 — Closing Date
Assumptions & gaps
Assumptions
- CCaaS means a cloud contact centre platform implementation/integration, not providing human call centre agents.
- No physical installation or on-site hardware deployment is required.
- The buyer is open to small integrators and does not mandate TBIPS/SBIPS standing offers.
- AI agents will have access to sandbox environments and APIs for configuration and testing.
- The effort estimate is based on a typical moderate-complexity CCaaS implementation.
- The project is primarily software, configuration, and documentation work.
Gaps in source documents
- No detailed scope of work, requirements, or technical specifications.
- No evaluation criteria or weighting.
- No security clearance, insurance, bonding, or language requirements stated.
- No estimated contract value or duration.
- No information on existing contact centre environment or integrations.
- No information on whether this is a product purchase, managed service, or implementation project.
Deep read covered 1 captured document.
Draft proposal
Generate a first-draft bid response from the AI-workability dossier — approach per workstream, compliance responses, team model, pricing structure, and an honest gap list. Human review required before submission.
- Buyer
- Department of Cyber Security and Digital Solutions
- Type
- provincial
- Location
- Nova Scotia, CAN
- Notice type
- —
- Published
- 20 Aug 2026
- Closes
- 06 Oct 2026 00:00 UTC
- GSIN
- —
- UNSPSC
- —
Extracted document text
notice-page.txt
Doc3147930610 - RFP - Contact Centre as a Service Doc3147930610 - RFP - Contact Centre as a Service This solicitation is OPEN Select a tab Notice Categories Notice Categories Mail Basic Information Reference Number 00005167563 Issuing Organization Department of Cyber Security and Digital Solutions Solicitation Type RFP - Request for Proposal (Formal) Solicitation Number Doc3147930610 Title RFP - Contact Centre as a Service Source ID SCRIBE Details Location Nova Scotia Purchase Type Not Stated Dates Publication 2026/08/20 07:59:00 AM EDT Closing Date 2026/10/06 01:00:00 PM EDT Contact Information Beth Pelletier ptenders@novascotia.ca Description RFP - Contact Centre as a Service See more Disclaimer All details to the associated notice, including documents, plans and specifications (where applicable), are issued on Nova Scotia Tenders . MERX asks that you refer to the Nova Scotia Tenders notice for these details. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the notice abstract. For full details, please check with the original source of the content. Print Options All Notice Categories Terms & Conditions | Privacy Policy | Contact Us | Disclaimer | Accessibility MDF commerce (opens in a new window) We use cookies and other similar technology to deliver our online services. Essential cookies are used to enable you to access and navigate our site. These are necessary and are always on. We also use functional, analytics, and marketing cookies when we have your consent to do so. For more information on how we use cookies, please consult our Privacy Policy . Allow all cookies Reject all non-essential cookies
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