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Basic Information

Reference Number


Issuing Organization

City of Calgary

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number



Levels of Service Consulting Services

Source ID




Canada, Alberta, Calgary and Area

Purchase Type

Duration: 5 years



2019-08-19 15:48 MDT

Question Acceptance Deadline

2019-09-10 16:00 MDT

Questions are submitted online


Closing Date

2019-09-24 16:00 MDT

Contact Information

Phillip Lawrence




Integrating levels of service is a change initiative at the Water Utility. This requires culture, process and system shifts towards a data and customer driven organization. Service levels will provide the Water Utility with a golden thread where employees see their work in connection to goals, and everyone is united on the same path. We understand our business better and approach our work from customer and service-centric perspectives.   
Service levels are commitments the Utility makes to its customers and one another in how we plan and deliver services. For example, a level of service could include the total duration of water interruption, the total number of sanitary back up calls per year, or the quality of stormwater being released into the river.  The Water Utility is currently refining its customer levels of service, confirming the baseline service currently offered and developing targets.  These levels of service will be shared and tested with customers through engagement activities, to understand what customers value and expect.  The levels of service targets should reflect customer needs, values and expectations and have financial modelling to support understanding the cost to deliver at each level of service. These customer levels of service have supporting technical levels of service. The technical levels have not been built out yet. The Utility is looking for additional resources to support refining customer levels of service, building out this technical level, and support the financial and data structures required to advance progress in levels of service.
The Consultant will build on the work done to date to advance progress and develop solutions for the following five (5) focus areas:
1 – Translate Customer Level of Service to Technical Level of Service and build out “Technical Level of Service maps”
2 – Build financial/cost picture for key Customer Levels of Service
3 – Support Data Strategy for Level of Service
4 – Conduct Customer Level of Service “root cause analysis”
5 – Advancing lifecycle of Level of Service

Unless earlier termination, this Agreement shall remain in effect for the term of five (5) years.

This procurement process is not intended to create and will not create a formal legally binding bidding process and will instead be governed by the law applicable to direct commercial negotiations.

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Bid Submission Process

Bid Submission Type

Electronic Bid Submission


In attached document

Bid Documents List
Item Name Description Mandatory
Bid Documents Documents defining the proposal Yes