OHRC24-002 - MS Dynamics 365 Customer Service Help Desk Solution
Solicitation number 183622
Publication date
Closing date and time 2023/12/01 17:00 EST
Last amendment date
Description
BC’s Office of the Human Rights Commissioner (BCOHRC) has identified a need a helpdesk software solution to streamline and improve our ability to receive, respond to, track, and report on queries and requests received form stakeholders through external-facing communications channels. The goal of this acquisition is to improve service delivery through improved response rates, times, consistency, and tracking. The office’s business needs for this project are as follows:
BCOHRC would like a solution that while customized to meet our design and information presentation/access requirements, uses inherent Microsoft Dynamics 365 customer service application functionality and avoids the use of third-party add-ins. Preference will be given to candidates with broader public sector experience in implementation of MS Dynamics 365 CS. Proponents must demonstrate that their proposed solution considers digital accessibility best practices and is designed to allowed staff with limited to no technical expertise to use the platform with ease.
- Ticket creation – assign tickets to one engagement advisor so they can track responses to an inquiry from start to finish and monitor the amount of time it takes to close a ticket, including the ability to link or merge cases.
- Automation – standard messages, automatic responses, and response time tracking, removing the workload from the engagement advisors.
- Integration – to existing external facing email accounts and telephone lines routed through this system, and potential integration of social media accounts and from our website in the future.
- Reporting – allow us to quickly report how many communications we are receiving, how quickly we respond, how many referrals we are making, and monitor any outstanding tickets.
BCOHRC would like a solution that while customized to meet our design and information presentation/access requirements, uses inherent Microsoft Dynamics 365 customer service application functionality and avoids the use of third-party add-ins. Preference will be given to candidates with broader public sector experience in implementation of MS Dynamics 365 CS. Proponents must demonstrate that their proposed solution considers digital accessibility best practices and is designed to allowed staff with limited to no technical expertise to use the platform with ease.
Contract duration
Refer to the description above for full details.
Trade agreements
-
Please refer to tender description or tender documents
Contact information
Contracting organization
- Organization
-
Office of the BC Human Rights Commission
- Contracting authority
- Dianne Buljat
- Email
- Dianne.Buljat@rcybc.ca
Bidding details
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