Summary#
Montréal city council unanimously adopted its position for the agglomeration council to award Nmédia inc. a 24-month contract for Microsoft Dynamics 365 Customer Service and Microsoft Power Platform expertise. The agglomeration council makes the final decision at a later meeting. City staff say the work is intended to support the pilot of a new customer-relations system and help prepare for a possible wider rollout.
- The proposed contract is for $123,138.23, taxes included. The city requested prices from four Quebec suppliers and received two bids; both were judged compliant.
- City staff recommended Nmédia even though its bid was higher than Gestisoft inc.’s, saying Nmédia’s expertise was a better fit for the work.
- The services include advice, individual support and training for the project team, and help during the pilot’s frequent deliveries and adjustments.
- The city council’s position also authorizes the director of the Direction de l’engagement numérique to sign documents related to the contract on the city’s behalf.
What it means for you#
- Residents: The contract supports a city project intended to replace mainly the current internally developed system used by 311 agents to document and handle residents’ requests. This contract itself does not change how residents contact 311 or receive services.
- City staff and project team: If the agglomeration council approves the contract, Nmédia would provide advice, training and support to help build the team’s expertise.
- City government: City staff say the pilot is meant to test and adjust the new system before a possible wider rollout. This contract does not itself approve that wider rollout.
Money#
The proposed contract costs $123,138.23, taxes included ($112,441.62 net of taxes); no separate cost estimate for the contract is given.
- The city plans to charge the expense to its 2026–2035 capital program, under the Customer Relationship Management project, and fund it through borrowing bylaws for agglomeration and local responsibilities.
- The expense is allocated 49.6% to the agglomeration under the city’s rules for shared expenses.
- Nmédia’s bid was $22,247.67 more than Gestisoft’s bid of $100,890.56, taxes included. It was also 15.09% above the city’s estimate.
What is unclear#
- The material does not set out specific hours, milestones or measures for judging the services.
- It does not give a start date for the 24-month term.
- It is unclear what decisions will follow the pilot or whether, and when, the system will be rolled out city-wide.
Case for#
- Nmédia’s bid was judged compliant and, after considering both price and quality, the most advantageous for the city.
- City staff say Nmédia’s architecture, governance, security and technical expertise better match the project’s needs.
- Training and knowledge transfer could help the city team build skills and rely more on its own expertise, as city staff intend.
Case against#
- Nmédia’s price is higher than both the other compliant bid and the city’s estimate.
- The available material does not give detailed service quantities or measurable results, making it harder to assess what the city will receive for the higher price.