The province of Ontario is seeking a vendor to provide a comprehensive Customer Relationship Management (CRM) solution to support secure, unified, and multi-channel customer service across departments. The selected system must incorporate robust tokenization and anonymization measures for any confidential or personally identifiable data stored at rest, ensuring compliance with all relevant privacy and security regulations.

The CRM will deliver an intuitive and seamless resident experience across multiple channels, including phone, in-person, email, digital forms, online services, and mobile interactions. The solution must enable the consolidation of customer service operations into a single, unified case management system, streamlining processes for both residents and staff.

Vendors are required to submit detailed documentation covering maintenance plans, data architecture, technical configuration, and privacy impact assessment (PIA) support. The implementation scope also includes data migration prior to the initial go-live, with an emphasis on maintaining data integrity, completeness, and usability. Security measures such as external penetration testing on all public-facing IP addresses are essential. The proposed contract will span a period of three years.