CanadaBuys #100031622

Cloud-Based User Testing and Research Platform for ESDC

Employment and Social Development Canada (ESDC) is seeking a cloud-based, Commercial-Off-The-Shelf (COTS) SaaS User Testing and Research Platform to replace its current Optimal Workshop solution. - Government Buyer: - Agency: Employment and Social Development Canada (ESDC) - OEMs and Vendors: - Current solution: Optimal Workshop (mentioned as incumbent) - No specific OEMs or vendors mandated for the new solution - Products/Services Requested: - Cloud-based COTS SaaS User Testing and Research Platform - Approximately 25 user access rights at contract start, scalable to add more - Licensing, platform access, and ongoing service support (setup, configuration, onboarding, technical configuration, optimization) - Training and knowledge transfer (learning materials, instructional videos, user manuals, troubleshooting documentation, digital onboarding, accessibility-compliant training) - Support and maintenance (product maintenance for web, iOS, Android, Windows; release notes; technical support within five business days; multi-channel support with SLAs) - Unique or Notable Requirements: - Bilingual support (English and French) - Canadian data residency and compliance with Canadian privacy laws - Security compliance (SOC 2, ISO 27001, GDPR) - Accessibility conformance to EN 301 549, with annual reporting and remediation plans - Integration with existing collaboration and analytics tools - Role-based access controls, audit logging, and structured data export - Compatibility with Windows, macOS, iOS, Android, Microsoft Edge, and Google Chrome - Real-time insights and AI/ML transparency - Scalable access rights and technical support in both official languages - Contract Duration: - Initial term of three years with two one-year options - Current license expires in 2027, requiring a timely transition

Description

Employment and Social Development Canada (ESDC) is seeking information on a cloud-based, Commercial-Off-The-Shelf (COTS) Software-as-a-Service (SaaS) User Testing and Research Platform. The platform will be used to plan, execute, analyze, and store user research and usability testing in both French and English across programs and digital products. It aims to support evidence-based service and product decisions by improving navigation and user flow of web content, validating design concepts, ensuring secure data handling, accessibility compliance, and integration with existing collaboration and analytics tools. The current license for the existing platform expires in spring 2027, and ESDC is exploring replacement options.

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