MERX Notice of Proposed Procurement by Metrolinx for the Metrolinx Integrated Contact Centre for the PRESTO Procurement Program
General Information and Background
Metrolinx is an agency of the Government of Ontario and oversees GO Transit, PRESTO, Rapid Transit Implementation and the Union Pearson Express. Our goal is to create a transportation network that enhances the prosperity, sustainability, and quality of life for the Greater Toronto and Hamilton Area (GHTA).
PRESTO is Metrolinx’s fare payment system that seamlessly connects 11 transit agencies across the GTHA and Ottawa, with a mission to make transit better for all through a trusted and integrated fare payment experience.
Metrolinx has embarked on an ambitious PRESTO modernization approach that will deliver a more convenient and flexible PRESTO payment network into the future. This transformation will meet the needs of our customers and transit agency partners and align with fare payment systems in other jurisdictions globally.
Central to this approach is PRESTO’s Procurement Program, that will replace parts of the services and systems currently run by Metrolinx’s current supplier with new contracts segmented into various capabilities and responsibilities. This program’s objectives include a reduced total cost of ownership, improved outcomes for customers and clients, and enhanced future agility.
The PRESTO’s Procurement Program has issued four Negotiated Request for Proposals (NRFPs) that are already in progress for the Automatic Fare Collection System (AFCS), System Integration Services (SIS), Service Integration and Management (SIAM) and Digital Channel (DC).
Proposed Issuance of the Metrolinx Integrated Contact Centre (CC) NRFP
As the next stage in PRESTO’s Procurement Program, Metrolinx will be issuing a NRFP for the Contact Centre (RFP-2023-PVMD-447–) in the coming weeks.
The intent of this NRFP is to select a Vendor to provide an integrated Contact Centre (CC) solution and services that best meets the needs of Metrolinx for all its brands. The integrated Contact Centre will encompass a managed service for both PRESTO and GO Transit/UP Express services and the implementation and sustainment of an Interactive Voice Response (IVR) solution. The integrated Contact Centre shall support all payment related service enquiries for PRESTO and its transit agencies, and all service related enquires for GO Transit and UP Express
As Metrolinx conducts its procurements in an open, fair, and transparent manner, all Proponents or potential Proponents must comply with Metrolinx’s Conflict of Interest Policy.
Until a Contact Centre (CC) services contract is awarded, any inquiries about the Contact Centre (CC) NRFP must be addressed only to Nadia Elliston, Procurement Specialist. Any proponent that fails to comply with these communication restrictions may be disqualified.
Additional Information
This notice is provided as a courtesy to the market. It does not constitute a binding commitment on the part of Metrolinx to issue the referenced NRFP or to proceed with any or all of the contemplated work. The contents of any NRFP that may be issued may vary from the description provided in this pre-notice.
Contact Person
Nadia Elliston
Procurement Specialist
Procurement Services
Metrolinx
Email: Nadia.Elliston@metrolinx.com
