Description

IMMIGRATION AND REFUGEE BOARD OF CANADA

VIDEO CONFERENCING TECHNICAL / ADMIN SUPPORT

Support, coordination and quality assurance of all Video Conferences for all regions of the (IRB)

40 weeks

Ottawa, ON

Enhanced reliability

Bilingual

For the last two years, Video Conferencing has increased tremendously throughout the Immigration and Refugee Board of Canada (IRB). Video conferences are essential to respecting our mission statement which is to resolve immigration and refugee cases efficiently, fairly and in accordance with the law.

 

The IRB expects the efficient and effective use of Video Conferencing will improve the quality of communications and facilitate the conduct of its mandate.

 

Scope of work:

 

The Contractor shall be responsible for the support, coordination and quality assurance of all Video Conferences for all regions of the (IRB) (includes Ottawa, Toronto, Vancouver, Montreal and Calgary). The Contract shall ensure that all Video Conferences occur on time and that senior managers are aware and well informed of any necessary changes. 

 

Since the Video Conference is a critical system for the IRB, in addition to ensuring efficient, issue-free conduct of Video Conferences for all regions of the IRB, the Contractor shall provide staff with VC orientation and shall develop Frequently Asked Questions to assist users.  The Contractor shall also respond to first level support calls and participate in the maintenance of a knowledge base of problems and solutions.

Duties

Responsibilities are:

 

·         Adding new functionality, documenting, functionality and changes of the video conference system;

·         Interfacing with end users on support issues with the national videoconference systems in a               professional manner and respond to user demands in a specified time period;

·         Scheduling, coordinating and administrating video conference and teleconference meetings                 throughout the IRB;

·         Opening and closing trouble tickets;

·         Coordination of purchase of computer hardware and software;

·         Provision of telephone answering support services and relaying calls and messages to appropriate       technical groups for the support; and

 

·         Providing base usage of Video Conference Training in English and French.

Qualifications

MANDATORY TECHNICAL EVALUATION

 

M1

Proposed Resource – Experience

Minimum of six months of demonstrated experience providing administrative support services to the federal government including Crown Corporation and Agencies.

 

M2

The Proposed Resource MUST have a minimum of six (6) months of demonstrated experience providing coordination and support of video conferencing which includes the provision of the following:

 

• Conducting basic national Video Conference Troubleshooting.
• Daily Monitoring of National Video Conference.
• Video Conference operating, testing and set up.
• Coordination and setup of Video Conference with teleconference over multiple network type such as transmission control protocol / internet protocol (TCP/IP) and Integrated services digital network (ISDN) using a centralize conference system.

 

M3

The Proposed Resource MUST have a minimum of six (6) months of demonstrated experience in the use of following hardware and software:

 

Hardware:

·         Corporate Real Presence video conference solution such as Polycom or Tandberg.

 

Software:

• National Call center ticket system
• Polycom or Tandberg Centralize Management Application
• Microsoft Outlook

 

M4

The Proposed Resource MUST have a minimum of six (6) months of demonstrated experience providing national Training of video conferencing context which includes the provision of the following

 

Provision of Video Conference user Training. Project(s) summary required.

Provision of Video Conference user Training. Project(s) summary required

 

M5

The Bidder MUST demonstrate that the proposed Resource is fluently bilingual (English and French).

 

 

POINT-RATED TECHNICAL CRITERIA

 

R1 – 10 POINTS

Months of demonstrated experience providing administrative support services to the federal government includes Crown Corporation and Agencies in will be subject to point-rating.

 

Points Breakdown:

6 to 12  months experience = 5 points

13 to 24 months experience = 10 points

 

Project(s) summary required.

 

R2 – 15 POINTS

The proposed resource has demonstrated experience in coordination and setup of Corporate Video Conference (Polycom or Tandberg) will be subject to point rating:

 

Points Breakdown:

6 months experience = 5 points

7 to 12 months experience = 10 points

13 to 24 months experience = 15 points

 

Project(s) summary required.