Parks Canada Reservation Service

1. Introduction

BDO Canada LLP (BDO) was engaged on November 22, 2019 by Public Works and Government Services Canada (PWGSC) as the Fairness Monitor (FM) contractor to observe the procurement process related to the acquisition of a Parks Canada Reservation Service (PCRS).

BDO Canada LLP is an independent third party with respect to this activity. We reviewed all of the information provided and observed all relevant activities.

We hereby submit our final report covering the activities of the FM specialist up to the conclusion of the evaluation of bids for the PCRS procurement process, solicitation # 5P047-175117/E.

This report includes our attestation of assurance, a summary of the scope and objectives of our assignment, the methodologies applied and relevant observations from the activities undertaken up to the conclusion of the evaluation of bids.

2. Attestation of assurance

The FM hereby provides the following unqualified assurance statement concerning the competitive procurement process up to the conclusion of the evaluation of bids for the PCRS.

It is our professional opinion that the solicitation process we observed or monitored was carried out in a fair, open and transparent manner.

3. Project requirement

PWGSC on behalf of Parks Canada Agency (PCA) is looking to procure a new reservation service to allow visitors to reserve accommodations, camping, equipment and experiences and purchase their entry pass, merchandise, or other products online and through a variety of digital platforms. The solution that supports the service must also allow visitors to quickly access their account and adjust their travel plans. In addition, the solution that supports the service must be an effective and efficient tool for PCA staff to manage and communicate the high-quality experiences offered to visitors and better understand how they visit PCA places. PCRS must include documentation as well as related training and professional services.

The solution must allow for expanded functionality in regard to camping, events and other reservable activities offered in the national parks, national historic sites, national marine conservation areas and the national urban park that PCA administers. The solution must include reservation, call centre, inventory management and reporting services, maintenance and support, and training and professional services.

4. Fairness monitoring engagement and observations

BDO was engaged as a FM to observe the procurement process for PCA’s proposed procurement of a new reservation service and to attest to the fairness, openness and transparency of this monitored activity. The Request for Proposal (RFP) was sent to a list of 5 qualified suppliers who qualified via a previous invitation to qualify process.

In accordance with the terms of our engagement, we familiarized ourselves with the relevant documents, observed activities up to the conclusion of the evaluation phase, identified fairness-related matters to the Contracting Authority (CA) and ensured that responses and actions were reasonable and appropriate.

The following is a summary of the FM’s activities and related observations from the process start date of November 22, 2019 up to the conclusion of the evaluation process.

5. Request for proposal process

5.1 Activity monitored

5.1.1 Documents reviewed

During the RFP phase, the FM specialist was provided with the following documents for review:

• Draft and final RFP documents
• Draft and final evaluation directive
• Clarification questions and answers during bid open period
• Addenda
• Correspondence with industry; and
• Summary of the financial evaluation

5.1.2 Bid open period

The RFP was issued via email to the 5 qualified suppliers on and 1 Notice of Proposed Procurement was posted on buyandsell.gc.ca on April 15, 2020. During the bid open period, 9 amendments were issued responding to 34 clarification questions. In amendment 5, on May 13, 2020, the solicitation closing date was extended to July 14, 2020.

4 responses were received by the solicitation closing date and time.

5.1.3 Request for proposal financial bid evaluation

Based on the phased bid compliance process—phase 1, an examination of the submissions was undertaken to determine whether the submissions included a financial submission and whether each financial submission included all information required. A compliance assessment report (CAR) was sent to 2 bidders outlining information that was missing from their financial submission. Responses to the CAR were provided within the allotted timeframes and all bidders remained in the competition.

The FM reviewed the summary of the financial evaluation. Following the evaluation of the 4 technical proposals, the technical scores were added to the financial scores to determine the successful bid based on the highest responsive combined rating of technical merit and price based on a ratio of 30% for the technical merit and 70% for the price rating.

5.1.4 Request for proposal technical bid evaluation

Based on the phased bid compliance process—phase 2, technical submissions were reviewed to identify any instances where the bidder had failed to meet any eligible mandatory criteria.

The FM attended the evaluator orientation training on July 22, 2020 and the evaluation consensus meetings which were held for the 4 proposals from July 28 to 29 and on August 5 and 10, 2020.

The following process was undertaken to evaluate the responses to the RFP:

• Each evaluator conducted their own independent review and scoring of the response in their evaluator workbook
• Once the independent reviews were completed, the evaluators participated in meetings to agree on the consensus assessment
• Evaluators recorded and initialled any changes agreed to during consensus in their individual workbooks
• The FM confirmed with each member of the evaluation team that they were in agreement with the final consensus scores
• All submissions met the mandatory requirements

The RFP included the option of conducting a proof of proposal testing phase for the highest rank bid. At the end of the technical proposal evaluation phase, the PCA team decided to not proceed with this phase.

5.2 Fairness monitor specialist observations

The FM reviewed the draft and final RFP documents and all draft amendments to the RFP including responses to clarification questions.

Any requests for clarification from the qualified suppliers during the bid clarification process were addressed by the PCA team and by the CA and issued as amendments. The same information was provided to all qualified suppliers.

Any observations or requests for clarification made by the FM were addressed by the PCA team and by the CA.

Both the PCA team and the CA were responsive in providing clarification when requested by the FM.

During the RFP evaluation phase, the FM considered the principles of fairness, openness and transparency for the review of documents and monitoring of activities enumerated below:

• The evaluation plan was consistent with the published procurement documents
• 5 evaluation team members were chosen and confirmed they could be part of the evaluation team prior to the receipt of responses
• Evaluator orientation training was provided to all evaluators. The CA informed all evaluators of the following as a minimum:
  • identity of the responses received and requested evaluators to declare any conflict of interest
  • confidentiality protocols
  • document control
  • clarification process
  • overview of scoring workbooks and method for individual assessment
  • explanation of hidden criteria
  • explanation of fairness and the need for objectivity, consistency and equitable treatment of all responses
  • guidance with respect to only assessing the information that is in the response—not information from previous contracts, personal knowledge, etc
• The scoring criteria and assessment tools were established prior to the receipt of responses and were consistent with the RFP
• The submissions were logged and recorded upon receipt, clearly identifying that these were submitted on time

6. Reference documents

Documents related to solicitation number #5P047-175117/E are available through the project office.

7. Addendum to the final report for the procurement of Parks Canada Reservation Service, April 6, 2021

Introduction

This addendum covers the period following the conclusion of the evaluation phase including contract award and debriefings. The contract was awarded on December 8, 2020. Along with the notification of award, regret letters which were reviewed by the FM, were sent to 3 bidders on December 8, 2020, explaining the results of the evaluation of their proposals. 2 unsuccessful bidders requested debriefings, which were conducted on January 20, 2021 with the FM in attendance.

Attestation of assurance

The FM hereby provides the following unqualified assurance statement concerning the competitive procurement process up to the conclusion of the evaluation phase, including contract award and debriefings, of bids for the PCRS.

It is our professional opinion that the solicitation process we observed or monitored was carried out in a fair, open and transparent manner.