Saskatchewan Tenders #TS-2026-003

Tourism Saskatchewan Customer Service Platform Modernization Market Assessment

Tourism Saskatchewan is seeking market input and cost estimates for modernizing its customer service platform, currently based on Zendesk. - Government Buyer: - Tourism Saskatchewan, Digital Services office - Current Platform and OEMs: - Zendesk (current customer service/ticketing platform) - Microsoft (Dynamics CRM, Sitecore CMS, Microsoft 365 A5, SharePoint, Entra ID, Azure, Power Platform) - SaskTel (Hosted Contact Center telephony software) - Requested Products/Services: - Recommendations for new customer service platforms or enhancements to Zendesk - Integration services with Microsoft environment and SaskTel telephony - Migration of historical Zendesk data (tickets, macros, knowledge-base articles) - Data residency and security compliance within Canada - Order-of-magnitude estimates for implementation, licensing, integration, and ongoing support - Unique/Notable Requirements: - Compatibility with existing Microsoft licensing and infrastructure - Integration with Sitecore CMS and telephony/call data - Data residency in Canada and compliance with provincial government policies - Migration or archiving of historical Zendesk data - This is a market assessment for budget planning, not a formal procurement - No specific OEMs or platforms are mandated; vendors may propose alternatives or enhancements to Zendesk

Description

This Request for Information (RFI) seeks market input and order-of-magnitude cost estimates for modernizing Tourism Saskatchewan's customer service platform. The goal is to understand platform options, implementation scale, licensing, integration effort, internal resource needs, data residency, and public-sector delivery risks before a formal procurement. Tourism Saskatchewan is evaluating whether to continue with or replace its current Zendesk platform, considering integration complexity with existing Microsoft and telephony systems. Vendors may propose new platforms, enhancements to Zendesk, or further integrations, providing estimates for implementation and ongoing costs.

View original listing