Contract Award - 2024-CS-CP404-C10 System Operations Centre (SOC) Development

Our strategy focuses on optimizing every touchpoint throughout the customer journey. By integrating our customer service, operations, and maintenance functions across all business channels and operating platforms into a Systems Operations Centre, we aim to deliver seamless, intuitive, and efficient services. Our goal is to proactively engage customers and address issues in ways that foster long-term relationships while improving operational efficiency across all platforms. The Systems Operations Centre is a key element of Toronto Parking Authority's broader strategy to create a connected and highly efficient customer experience. The Systems Operations Centre is also aligned with the Toronto Parking Authority's Enterprise Risk Management (ERM) profile, addressing potential risks associated with internal scalability. It will ensure that internal processes and systems align with Toronto Parking Authority's strategic priorities and enhance the organization's ability to effectively support its operations. The Systems Operations Centre will be located at the current monitoring station at 95 Beecroft Road, a 5-storey garage with 5,500 square feet of office space. However, the outdated layout and technology within the monitoring station limits the Toronto Parking Authority's ability to meet modern standards for communication, situational awareness, and operational responsiveness necessitating the Systems Operations Centre's modernization. The project will follow a three-phase approach: Phase One (1) involves detailed design, consulting, and construction planning; Phase Two (2) covers facility construction to meet current codes and industry standards; and Phase Three (3) focuses on software integration and implementation for business transformation. The total project cost is estimated at $6.9 million. After Phase 1 is completed and assessed, approvals for Phases 2 and 3 will be sought from the Toronto Parking Authority Board of Directors. A competitive procurement process for Phase 1 resulted in three compliant proposals. Based on bid compliance, pricing, ability to meet deadlines, project history, proponents reference interviews, Toronto Parking Authority recommends awarding the contract for the Systems Operations Centre Development to Barry Bryan Associates.

requirements, in the amount of $522,500 in base scope, plus $175,000 as a contingency allowance, being the sum total of $697,500 excluding Harmonized Sales Tax (HST).