System Implementor for a new Case Management and CRM Solution

This RFP is an invitation to potential vendors to submit Proposals to the OEB for Deliverables as further described within the RFP. By submitting a Proposal, the Proponent is bound by all the terms and conditions disclosed in the RFP, all its Appendices, and in particular the Agreement attached as Appendix H – Form of Agreement, to this RFP. The purpose of this RFP is to procure a system implementor (“SI”) to implement a new cloud based customer relationship management (“CRM”) and case management solution (“CRM Solution”) using Microsoft Dynamics 365 Customer Engagement (CE) Customer Service Experience (“D365 Customer Service”), that not only replaces the current capabilities of the existing application but also enhances OEB operational and digital capabilities. The OEB intends to award the Agreement to one (1) Vendor. There will be a virtural Proponent Information Session (attendance optional) held on June 1, 2026. Additional information about the Information Session will be posted during the week of June 25, 2026 on the MERX website.