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Integrated Customer E-Services Program




Integrated Customer E-Services Program


Request for Proposals


The City has multiple platforms, systems, customer data and processes in place to support its e-services program covering the following service themes:
• Community Awareness & Engagement
• Public Consultation & Community Research
• Customer Data Integration & Intelligence
• Customer Feedback and Experience
• Permission-based E-mail Marketing

The Services will be on an "as required" basis within the City through the Service Now and client direct requests under the service categories specified in this RFP


The sections below outline the consulting services to be delivered jointly with city staff under a service request workflow model.

The Consultant will provide expertise and capabilities to provide the following services:
- Market Research Services
- Research Panel Professional Support
- Marketing Intelligence Program
- Voice of the Customer Program
- E-Newsletters Services
- Permission-based E-mail Marketing Program
- Electronic Forms Support
- CASL and FOIPPA Compliance

RFP documents for download:
Integrated Customer E-Services Program (.pdf)
Schedule C - Form of Proposal (.doc)

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 Request for Proposal ("RFP") should be directed in writing to the contact person named below.

Closing Date:

July 6, 2020 - 3:00 pm (Local Time)


Richard D. Oppelt
Manager, Procurement Services
Finance Department
Tel: (604) 590-7274



Awarded to:

The W Group

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