Digital Platform Modernization Programme: Client Experience Platform
Fairness monitor final report: October 12, 2023
Addendum to final report: October 12, 2023
Submitted to: Director, Fairness Monitoring Program
Submitted by: RFP Solution Inc.
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Attestation of assurance
The fairness monitor (FM) hereby provides the unqualified assurance statement below concerning the Client Experience Platform (CXP) in support of the Digital Platform Modernization (DPM) Programme phase 3 (P3) procurement process up to and including the conclusion of the evaluation phase.
It is our professional opinion that the process we observed or monitored was carried out in a fair, open and transparent manner.
Original signed by:
Cathryn Kallwitz
Managing Director
RFP Solutions Inc.
Fairness Monitor
Rebecca Toman
Fairness Monitoring Contractor’s Representative
Senior Procurement and Fairness Advisor
RFP Solutions Inc.
Todd Howard
Professional Engineer
Project Management Professional
Fairness Monitor
Activity requirement
RFP Solutions Inc. was engaged on November 14, 2022, as a FM to observe the procurement activities related to the CXP in support of the DPM Programme P3 issued by Public Works and Government Services Canada on behalf of Immigration, Refugees and Citizenship Canada (IRCC) under solicitation WS3833985677. RFP Solutions Inc. is an independent third party with respect to this activity.
This report covers the activities of the FM for the request for proposals (RFP) phase and the evaluation of bids leading to the recommendation of a winning bidder for the CXP in support of the DPM Programme P3, from November 14, 2022 to July 25, 2023.
IRCC required a CXP in support of its DPM P3 implementation. The solicitation was intended to result in the award of 2 contracts, 1 to a software-as-a-service (SaaS) publisher and the second to a systems integrator (SI). Both contractors must work in partnership to design, develop and implement the CXP.
The SI will provide as-and-when-requested professional services to configure and implement the CXP, which includes:
- reviewing, analyzing and documenting business requirements for the CXP implementation
- designing, configuring, tailoring and customizing the CXP to meet the business requirements
- integrating the CXP to Canada’s systems
- implementing the CXP into production
- supporting the CXP following implementation
- providing training and knowledge transfer services
- providing related project management services
The SaaS publisher will deliver and manage the SaaS, which includes:
- hosting, operating, maintaining and supporting a secure CXP
- providing internal and external user, development, administrative and application programming interface-based system access to production and non-production (testing, training, staging, etc.) CXP cloud-based environments
- performing work required to support the security assessment and authorization process
- providing the SaaS publisher’s best practices, expertise and guidance for configuring, tailoring, customizing and integrating the CXP to meet Canada’s business and technical requirements for implementation
- providing end-user and administrator documentation in both of Canada’s official languages for all components of the CXP Service
We reviewed all the information provided and observed all relevant activities.
This report includes:
- our attestation of assurance
- a summary of the scope and objectives of our assignment
- relevant observations from the activities undertaken
Fairness monitoring engagement and observations
In accordance with the terms of our engagement, we:
- familiarized ourselves with the relevant documents
- reviewed the RFP documents prior to release
- observed the RFP solicitation activities and the post solicitation period, including the evaluation of bids
- identified fairness-related matters to the contracting authority (CA)
- ensured that responses and actions were reasonable and appropriate
An overview of our activities over the course of the engagement along with any related observations is provided below.
Request for proposals
The RFP was issued on January 19, 2023, using the electronic procurement solution (EPS) SAP Ariba, with a public notice also issued via CanadaBuys. We reviewed drafts and the final RFP before it was issued and provided fairness-related comments to the CA as required.
During the solicitation period, Canada issued a notice to industry. We reviewed the notice and provided fairness-related comments to the CA as required.
Twenty-eight amendments to the RFP were issued to respond to questions, including changes to the RFP and to extend the final RFP closing date to March 28, 2023. We monitored the publication of the RFP and amendments in EPS. We also reviewed the amendments and provided fairness-related comments to the CA as required.
Seven bids were received and handled in accordance with deadline and instructions stated in the RFP.
No fairness concerns were observed during the RFP stage.
Evaluation process
Prior to bid evaluations, the CA prepared evaluation workbooks for use by the bid evaluation team.
We reviewed the evaluation workbooks for alignment against the published RFP and amendments. We also reviewed with the CA the evaluation team structure, evaluation guidelines, including the:
- evaluator responsibilities
- code of conduct
- security
- confidentiality
- conflict of interest requirements
Evaluation was undertaken by 5 teams, with each team assigned to a sub-set of the evaluation criteria for all bids.
The CA and procurement team conducted evaluation training for the bid evaluation team members, including presentation of the evaluation methodology. Evaluator training was conducted on March 30, 2023, April 3 and 4, 2023, via Microsoft Teams. A final evaluation training was conducted on May 9, 2023 for a member of 1 of the point-rated criteria evaluation teams prior to the start of the point-rated evaluation process. We observed the training sessions.
The evaluation team members first independently reviewed the bids prior to convening for consensus evaluations.
Consensus evaluation meetings were held on April 11, 12, 18, 19, 25, 27, May 4, 5 9, 17, and from May 23 to 26, 2023, via Microsoft Teams.
The evaluation of bids was subject to a phased bid compliance process for the mandatory technical criteria. During the initial evaluation of the mandatory technical criteria, all bidders were identified as being non-compliant with the mandatory technical criteria. The CA issued a compliance assessment report (CAR) to each such bidder in accordance with the terms of the RFP, advising them of their respective non-compliance and invited each to submit revised or additional information to support compliance. Upon receipt of the CA of its withdrawal from the CXP RFP process.
The CA also prepared and issued clarification to a bidder. Upon receipt of the clarification responses, the evaluation team members independently reviewed and assessed the responses provided prior to reconvening for consensus evaluation.
Four bids were determined to meet all mandatory technical criteria and were evaluated against the point rated technical criteria. Bids were required to achieve a minimum pass mark on the point rated technical criteria. Four bids met the required score.
Separate from the evaluation process, 1 bid was set-aside pursuant to Canada’s exercise of its legal rights as set out in the RFP.
The 3 remaining bids were evaluated on the basis of the financial bids.
We observed each of the consensus evaluation meetings including the CAR and clarification processes, providing fairness-related comments to the CA as required. Appropriate action was taken by the CA.
Canada’s exercise of its legal rights was outside of the scope of the FM.
Financial bid evaluation was conducted by the CA. Once the evaluation process was complete, the FM reviewed the record of results.
No fairness concerns were observed with respect to the evaluation process.
Reference documents
Documents related to solicitation WS3833985677 are available on CanadaBuys or through the project office.
Addendum to the final report
October 12, 2023
Addendum to the final report dated October 12, 2023, for CXP in support of the DPM Programme.
This addendum covers the period following the conclusion of the evaluation phase including contract award and debriefings.
The 2 contracts (SaaS publisher and Systems Integrator) were formally awarded to the respective successful bidders on July 14, 2023.
The unsuccessful bidders were notified of the result on July 20, 2023 via e-mails that included formal letters of regret. The letters of regret identified the 2 successful bidders and the respective contract values. The letters also included each respective unsuccessful bidder’s consensus evaluation results, and for those bids assessed on the basis of their financial bid, the results of the financial evaluation. The FM reviewed the communications with the unsuccessful bidders before they were issued.
Canada issued a news release on July 21, 2023 identifying the 2 successful bidders and respective contract values. Two contract award notices were also published on CanadaBuys on July 25, 2023. The FM verified the publication of the news release and award notices.
Following issuance of the notification letters, 1 of the successful bidders requested information on the evaluation of its bid, which the CA provided in writing on July 26, 2023. Additionally, 2 of the bidders requested a further debrief discussion with the CA. The CA notified the bidders that as per article 1.5 of the RFP, debriefings were to be conducted in writing, and had been provided within the regret letters. One of these bidders requested additional information on its results in writing, which was provided by the CA by email on August 2, 2023. The FM had the opportunity to review this correspondence following its release.
Attestation of assurance
The FM hereby provides the unqualified assurance statement below concerning the CXP in support of the DPM P3 up to and including the conclusion of the contract award and debriefing activities.
It is our professional opinion that the process we observed or monitored were carried out in a fair, open and transparent manner.
Original signed by:
Cathryn Kallwitz
Managing Director
RFP Solutions Inc.
Fairness Monitor
Rebecca Toman
Fairness Monitoring Contractor’s Representative
Senior Procurement and Fairness Advisor
RFP Solutions Inc.
Todd Howard
Professional Engineer
Project Management Professional
Fairness Monitor
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