This is a procurement for two Business Consultant Level 2, as further described in the Requisition and section 3 of this RFP, to work on the Workload Analysis Project.

All vendors and Proponents please take note:  Unless an exception applies as described in Section 1.28 b), as a condition of Contract finalization the successful Proponent will be required to provide the Province with a Tax Verification Letter. Please see Section 1.28 for further details.  As set out in Section 1.28, the Province will be unable to finalize a Contract with a Proponent that is unable to produce a Tax Verification Letter as a part of Contract finalization, if required.

2.1         Project Context

The Ministry of Social Development and Poverty Reduction (SDPR) supports vulnerable populations across British Columbia through critical services, including income and disability assistance, which are delivered by the Service Delivery Division (SDD). As noted in the Ministry’s Service Plan, caseloads are projected to grow, further increasing demand for services to vulnerable clients, and putting a significant strain on SDD’s capacity to provide essential services through the existing service delivery mechanisms. 

Through this project, SDD will perform workload analysis activities to identify bottlenecks, areas of “waste” and opportunities for automation and/or digital tools to reduce staff workloads. These changes will address rising caseload, sustain service delivery, and ensure British Columbians receive equitable and efficient support without the need for additional staff.  

2.2         Background

The social sector’s fragmented digital systems and reliance on error-prone, manual processes create barriers for clients navigating services, and inefficiencies for service delivery staff. Today, self-serve tools are available, but they do not sufficiently address client and staff needs for streamlined, automated processes, resulting in more phone calls and office visits, which hinders efficiency and reduces the ability to effectively manage the growing demand for services. SDD’s planned transition to an omnichannel service model aims to provide automated tools that enhance service delivery, improve client access, and significantly reduce staff workloads. However, the existing infrastructure is limited in its ability to adapt to service demand changes and the lack of readily available, actionable data limits the divisions’ ability to identify inefficiencies, forecast trends, and make evidence-based decisions. Manual efforts to secure this information result in reduced capacity for higher value activities and providing timely services.  

2.3         Scope

The anticipated term of this opportunity is from an available start date of June 9, 2025 to an anticipated end date of May 29, 2026.

The consultant will work with SDPR project teams and service delivery personnel to provide the following:

·Confirm / document current state workflows, identify bottlenecks and opportunities for streamlining, using digital tools and/or automation.

·Define appropriate and achievable recommendations for SDPR to gain efficiencies in workload management, including Key Performance Indicators (KPIs), quantifying expected outcomes (e.g. time savings) and how[MS1]  outcomes will be measured.

·General public sector business consultation services including workload modeling of Service Delivery Division service lines.

3.            QUALIFICATIONS

3.1         Consultant Qualifications[MS2] 

The Business Consultant-Level 2 is required to have the following skills and experience:

·Experience leading multi-discipline teams in a business initiative to design and align new business systems with business processes, and have created and followed a change management plan to move from an ‘as is’ state to the ‘to be’ state

·Expertise in Project Management, Business Process Analysis and Change Management to ensure the delivered product meets quality expectations

·Experience managing effective communication with project stakeholders at all levels from diverse work units

·Experience working with a diverse range of technical and business stakeholders to understand business needs, document current state workflows, identify bottlenecks and define appropriate and achievable recommendations for efficiency gains in workload management

·Experience developing and measuring Key Performance Indicators (KPIs) and quantifying expected outcomes

3.1.1      Response Guidelines

Proponents should complete all information solicited in the VMS candidate submission link, and, in addition, provide the following:

·Resume (maximum 3 pages) outlining the proposed consultant’s qualifications, skills and experiences.

·Filled-out skills matrix, demonstrating how the proponent meets the relevant experience requirements.

References:

Proponents should provide two references (i.e. names and contact information) of individuals who can verify the quality of work provided specific to the relevant experience of the Consultant(s) proposed.  References from the Proponent’s own organization are not acceptable