About this opportunity
AI summaryThe City of Kelowna seeks qualifications for a bundled delivery model to implement a City Services Hub ecosystem. Requested software and services include a public-facing web portal, a 311-like artificial intelligence-assisted phone experience, modernized service request intake and tracking, customer relationship management with case management, knowledge management, and enterprise reporting capabilities. Eligible submitters must be onshore Canadian organizations performing offsite work. Submitters must deliver responses via the City of Kelowna Bonfire portal by 2:00 pm local time on November 23, 2026. The selected consultant must provide required insurance policies registered in British Columbia, including Workers Compensation, Comprehensive General Liability, Automobile Liability of at least $2,000,000, and professional errors and omissions coverage with a maximum $50,000 deductible.
Buyer and opportunity details
- Client
- City of Kelowna
- Solicitation No.
- 13180
Scope of work
- Enterprise customer relationship management (CRM) and case management
- Modernized service request intake, routing, and tracking capabilities
- Enterprise knowledge and content management capability
- Customer service workspaces and staff enablement tools
- Modern 311-style AI-assisted voice channel experience
- Integration with public web portal and self-service features
- Citizen account and personalized experience foundation
- Enterprise reporting, analytics, and continuous improvement capabilities
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Relevant Experience and Qualifications | 20 |
| Environmental | 3 points |
| Social | 4 points |
| Governance | 3 points |
Minimum qualifications
- Demonstrated experience delivering comparable municipal customer service, CRM, service request, digital service, and enterprise transformation initiatives
- Must meet all Critical requirements in the Technical Fit workbook (assessed pass/fail)
- Consultant and vehicles must hold and maintain valid permits and licenses required by law
- Registered and in good standing with WorkSafe BC if working on City property or attending worksites
Documents to include with your response
- Submission Form – Q-68EU
- Scope Coverage table
- Relevant Experience and Qualifications descriptions (up to 3 projects in the last 10 years with client references)
- Proposed solution and delivery approach narrative
- Completed Technical Fit workbook
- Accessibility approach narrative
- Value proposition / differentiator narrative
- Conflict-of-Interest declaration
Key dates
- Deadline for Questions
- 5 business days prior to Opportunity Closing Date and Time
- Submission Deadline
- 2:00 pm Local Time November 23, 2026
How to submit
- Method
- Electronic via the City of Kelowna Bonfire portal
- Instructions
- Submit one electronic copy in the prescribed file formats via Bonfire. Submissions require Google Chrome or Mozilla Firefox with JavaScript enabled.
Contract details
- Term
- Effective date executed by both parties until all obligations are met, or terminated in accordance with termination provisions
- Place of performance
- Kelowna, British Columbia
- Insurance and bonding
- Workers Compensation statutory coverage; Comprehensive General Liability; Automobile Liability minimum $2,000,000 inclusive; Professional errors and omissions insurance with maximum deductible of $50,000, maintained during project and for 12 months post substantial completion.