Digital InfrastructureInformation TechnologyGovernment ProcurementCall Centre ModernizationContract ManagementContract
16 days agoCanada’s Call-Centre Modernization Overran Budget, Prompting Replacement Procurement
A Canadian audit found that Shared Services Canada’s call-centre modernization grew from a $16 million estimate to $52 million before the initiative was abandoned in 2020 after reaching only eight departments. Shared Services Canada began procuring a replacement in October 2024, targeting mid-2028 activation before the IBM system’s December 2028 end of life, making pricing discipline, delivery assurance, and transition planning central procurement concerns.