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Statement of Work for Digital Displays
Statement of Work
Service Canada
Digital Display Network
Sept. 25, 2013
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Statement of Work for Digital Displays
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Statement of Work for Digital Displays
Table of contents
1. REQUIREMENTS
2. OBJECTIVES
3. BACKGROUND
4. SCOPE
5. TASKS
6. CONTRACT PERIOD
7. WORK AND CONTRACT CONSTRAINTS
8. CLIENT SUPPORT/KEY STAKEHOLDERS
9. REFERENCE DOCUMENTATION
10. DELIVERABLES (MILESTONES and SCHEDULE)
11. WORK LOCATION
12. PERFORMANCE AND MONITORING
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Statement of Work for Digital Displays
1. REQUIREMENTS
Service Canada requires a national digital display (a.k.a. digital signage) solution for new and existing Service Canada
Centres (SCCs located across Canada. The solution must include full project management, shipping, installation set-up,
support, training, and equipment maintenance warrantied for the entire contract period and must meet the following
requirements within a budget envelope of $xxxxxx (only funding for first year required including applicable taxes for each
location):

Must be based on proven technology which has operated successfully in the public domain for a minimum of four (4)
years.
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Must be capable of operation through a secure and integral data network, independent of any and all Service Canada
corporate networks via a wireless data communications service and infrastructure capable of secure and integral
transmission of information to/from DDN equipment.
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Include a centrally managed media management and content distribution solution under a “Software as a Service”
(SaaS) to monitor, program, and transmit information through the DDN.
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Provide support services for the DDN which includes; installation, monitoring, on-site maintenance, and on-site repair
of new and/or pre-existing DDN equipment.
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Provide support services for media management, media creation, and media distribution.
Provide procurement, installation, and operational services on an “as-needed” basis in support of future expansion
and/or upgrades to the DDN.
Provide operational training services Service Canada employees in support of the DDN.
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Provide services related to current and future strategic requirements for the DDN, including;
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Statement of Work for Digital Displays
OPTION 1.1. Measurement and Analysis
The contractor shall provide an option to support performance measurement and evaluations, including a tool to
accurately measure and track audience statistics from each screen. The ideal solution would provide information
in real-time and must not collect any personal information from clients.
OPTION 1.2. Customer Engagement
The contractor shall provide an option to support expanded customer engagement such as the integration of
mobile technology, and/or interaction through direct or indirect services such as social media, or text messaging
services.
OPTION 1.3. Technology and Innovation.
The contractor shall provide an option to deliver and support new technologies and innovative solutions facilitating
the modernization and cost-effective delivery of Government services to Canadians via the DDN.
The supplier shall provide these services for the Service Canada DDN which currently consists of professional highdefinition screens, digital signage players, and wireless data receivers located in Service Canada centres and corporate
offices. The DDN operates independent of the Service Canada corporate data infrastructure through a secure and
integral central server and wireless data backbone. The DDN units are comprised of a wireless receiver and digital
playback system operated through a centrally managed content distribution system. The supplier shall provide a solution
which is compatible with Service Canada’s existing equipment infrastructure or supply a replacement which meets or
exceeds the technical requirements outlined in Annex A.
The supplier shall be responsible for delivery, maintenance, and installation of any new equipment, ensuring that it is
supplied tested and certified as functional. The supplier shall also be responsible for monitoring, maintenance and repair
of all new and pre-existing DDN equipment. It is the supplier’s responsibility to ensure that DDN equipment meets all
local health and safety standards and is in-line with Government of Canada regulations pertaining to the public’s safety.
2. OBJECTIVES
In response to increased traffic in SCCs, and the resulting extended wait times, this project aims to enhance information
delivery to clients through the use of dynamic media. This presents an opportunity to promote the Government of
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Statement of Work for Digital Displays
Canada’s initiatives and increase take up while supporting communications, outreach and advertising activities. This
project is in-line with the departmental objectives to:
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Improve service delivery for Canadians by encouraging clients to deal with government electronically and resolve
their enquiries at first contact (Right Channel, First Contact).
Ensure ongoing flexibility and responsiveness in providing Canadians with timely access to information on
Government of Canada programs, services and initiatives.
Modernize our core business through the implementation of cost-effective technologies in support of improving
service delivery for Canadians.
The intent is to empower clients to make the best decisions possible when dealing with Service Canada. Using digital
displays to inform clients about Government of Canada programs and services, as well as the different service channels
available, we expect to make clients aware that they can self-serve and gain access to them in a more timely and
effective manner.
3. BACKGROUND
In October 2009, Service Canada launched a pilot project to install digital displays in the 10 busiest Service Canada
Centres (SCCs) during the economic downturn. Research showed that of the clients surveyed, 58% noticed the digital
display when entering the SCC. Realizing the potential of the digital displays, the pilot project was subsequently
expanded to a permanent installation of 157 screens in 135 centres. The popularity of the DDN resulted in a second
expansion in March 2011 to 177 screens in 155 SCCs and a secondary network of 5 screens in 4 corporate offices used
for internal employee communications. The DDN is estimated to generate roughly 6 million views per year.
4. SCOPE
The supplier will provide installation, infrastructure, maintenance, management, and professional consultation services in
support of Service Canada’s national Digital Display Network (DDN). The infrastructure must operate independently of
any and all existing Service Canada corporate networks and must be capable of secure and integral data transmission
as well as tightly regulated system administration. The supplier shall provide:

A wireless data communications communications service and infrastructure capable of secure and integral
transmission of information to/from DDN equipment.
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Statement of Work for Digital Displays
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A centrally managed media management and content distribution solution to monitor, program, and transmit
information to and from the DDN. The solution must be capable of operation through a management portal which
does not require a software infrastructure purchase by Service Canada and operates as a “Software as a Service”
(SaaS) Model.
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A turn-key digital display solution which meets or exceeds the following specifications:
o Include a commercial grade flat panel display with a minimum screen size of 55” (diagonal) or larger,
supporting a minimum high-definition 1080p signal (1920 x 1080 or greater native resolution) and includes
integrated speakers to support sound playback.
o Support a centrally managed control of DDN equipment including full audiovisual functionality.
o Include a commercial grade digital signage media player unit with secure Wi-Fi, and secure 3G+ wireless
cellular capability in support of network connectivity.
o Be capable of remote operation and management through a secure 3G+ wireless cellular connection. All
communications between the digital signage media player and server must be security encrypted.
o The digital signage media player unit must also be capable of controlling and monitoring the function and
status of the flat panel display through a secure connection (such as a RS232/DB9 interface).
o Each digital signage media player unit must be able to receive software and firmware updates remotely
through a central management system.
o Each digital signage media player unit must NOT be capable of accepting incoming connections or
unauthorized network requests to ensure secure operation.
o Include surface, ceiling, or freestanding mounting hardware (to be determined by location) for safe and
secure use in a public area.
o Include warranty support and maintenance coverage for all new and existing hardware during the contract
period.
o Meet all local health and safety standards and is in-line with Government of Canada regulations pertaining
to the public’s safety.
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Support services for the DDN which includes;
o Procurement of equipment and/or solutions in support of operational requirements for the DDN.
o Installation services, including maintenance, and repair of new and/or existing DDN equipment.
o The provision of a 24h surveillance system to ensure the operational stability of the DDN.
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Statement of Work for Digital Displays
o The provision of a National technical support service for all DDN locations.
o Content management, creation, and distribution for the DDN.
o Training services in support of DDN management and content creation.
5. TASKS
The supplier will install, operate, manage and provide support for a national digital display network (DDN) solution.
The supplier shall ensure that the proposed digital display solution meets or exceeds requirements outlined in sections
1, 2, and 4.
The supplier is responsible for the implementation of the proposed solution within 45 days of contract award, ensuring
that all equipment supplied is tested and certified as functional. It will be the supplier’s responsibility to ensure that the
installation of the equipment meets all local health and safety standards and is in-line with Government of Canada
regulations pertaining to the public’s safety.
6. Contract period
The contract is effective as of date of award and to terminate on March 31, 2015 with an option to renew annually for 4
additional years.
7. Work and Contract Constraints
Implementation of the proposed solution must not result in any disruptions to the DDN or day-to-day operations of SCCs.
If on-site work is required, the supplier must provide Service Canada with written notification at least 14 days prior to the
scheduled period. All work and deliverables are not authorized without written consent of the project authority.
7.1. Policies and Acts Constraints
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Statement of Work for Digital Displays
To ensure the integrity and efficacy of Government of Canada communications, the Contractor must provide services
and produce materials in compliance with the administrative policies of the Government of Canada issued by the
Treasury Board, including, but not exclusive to the following:
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The Contracting Policy available at:
http://www.tbs-sct.gc.ca/pubs_pol/dcgpubs/Contracting/contractingpol_e.asp to ensure the quality and value of
the work they contract out;
7.2. Approval Process Constraints
The Project Authority will approve in writing all of the Contractor’s work, and will receive deliverables and verify that
value for money has been obtained. The Contractor must submit proposed creative materials to the Project Authority for
written approval.
Project Authority
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Christine Burton, Director General, Service Canada Marketing, or a designate.
Functional authority (for technical requirements): Julian Scalzo, Service Canada Marketing, or a designate.
8. Client Support / Key Stakeholders
The supplier will provide support services including installation, monitoring, on-site maintenance, training, and on-site
repair of new and/or pre-existing DDN equipment.
The supplier is responsible for ensuring the operational stability of the DDN. All support service requests must be
directed through designated Service Canada staff (for each location) and the functional authority for the project.
9. Reference Documentation
Current Equipment specifications goes here (Make model – To be supplied by M’Pact).
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Statement of Work for Digital Displays
10. Deliverables (Milestones and Schedule)
Insert Excel spreadsheet timeline options:
A: Current locations only
B: Current locations + expansion (Passport)
11. Work Location
Spreadsheet of DDN sites
Passport locations?
12. Performance and Monitoring
The supplier is required to ensure the operational stability of the DDN during SCC hours of operation across Canada.
The supplier must notify Service Canada in writing of any outages or service disruptions within 24 hours of occurrence.
Payments will be tied to monthly reports on monitoring, maintenance, and support of the network’s connectivity. The
supplier must provide written proof of deliverables via monthly connectivity reports. Service Canada will not be charged
for Service or connectivity disruptions.
13. Reporting
The supplier must produce a monthly connectivity report by consolidating all network service and support actions
performed during the reporting month. The report shall include, as a minimum, ID numbers, the date of actions, a brief
description of the support action, the nature of the action, and any additional suggestions or comments. The report can
be presented in the contractor's own format.
14. Parts (if not under a separate SO)
The supplier must supply all parts required for any maintenance and repair actions. Consequently, the Contractor shall
plan for the timely availability of all parts required to effect repairs and maintenance. Any parts necessary for proper
maintenance and/or repair shall be invoiced separately as per the parts list price provided by the Contractor.
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Statement of Work for Digital Displays
ANNEX A:
Digital Display Equipment Requirements
Service Canada requires delivery and installation of digital display systems in new and existing Service Canada Centres
across Canada. The digital display equipment must be capable of operation through its own secure and integral data
network, independent of any and all Service Canada corporate networks. All equipment must include full project
management , shipping, installation set-up, support and maintenance warranty for the contractr period and must meet the
following requirements within a budget envelope of $xxxxxx (including GST). Each individual Digital Display system (i.e.
Turnkey installation) will require the following:
Item
1. LCD Digital
Displays
2. Digital
Signage Media
player
Requirements
 Must be a commercial grade LCD display capable of 24/7 operation.
 A minimum screen size of 52" (diagonal) or larger, supporting a high-definition 1080p signal (1920 x
1080 native resolution).
 Must support the VESA Display Power Management Standard (DPMS) compliance standard:
capable of accepting any standby and on/off commands directly though the 15-pin D-sub cable port.
 Must support RS232 control
 Include multiple digital and analog video inputs: DVI-D, 15-pin D-sub, BNC, S-Video, Component
Video, HDMI, Composite Video, RCA
 Include integrated speakers from the display manufacturer to support sound playback.
 Include mounting hardware to securely mount to a stand located in a public area in accordance with
local health and safety standards and is in-line with Government of Canada regulations pertaining to
the public's safety http://www.hc-sc.gc.ca/cps-spc/legislation/acts-lois/index-eng.php .
 Vendor must ensure there are no Health, Safety and Accessibility issues related to the installation of
the Digital Displays within Service Canada Centres
 Must be a commercial grade digital signage media player unit capable of 24/7 operation.
 Include USB, hardwire LAN, secure Wi-Fi, and secure 3G+ wireless cellular capability in support of
network connectivity.
 Must support remote operation and management through a secure 3G+ (HSPA) wireless cellular
connection and capable to integrate 4G (LTE) future standard support.
 All communications between the digital signage media player and server must be security encrypted
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Statement of Work for Digital Displays
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3. Back-up
Power system
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over and above a secure https session using the Secure Sockets Layer (SSL) technology.
Each digital signage media player unit must also be capable of controlling and monitoring the
function and status of the LCD display (standby, on/off) through an RS232 or a VESA DPMS
connection.
Must support and control stereo audio output.
Must support management operation through a secure web-browser based portal which does not
require a separate software infrastructure purchase and operates as a "Software as a Service"
(SaaS) model.
Must be able to receive software and firmware updates remotely through a centralized web-based
management system.
Must not accept in-bound network connections or access requests whatsoever.
Must only work with dynamic IP addressing issued by the cellular network for each cellular
connectivity event.
Must support multi-zone playlist capability.
Must support multiple media types: MPEG 1-4 (high-definition video @ 6Mbs), SWF, Flash
(including dynamic Flash support), AVI video files (high-definition video @ 5Mbs), WMV (highdefinition video @ 5Mbs), JPEG, JPG, PNG (Static files), Microsoft PowerPoint (PPT, PPS), RSS for
ticker, Dynamic URL files.
Must include mounting hardware to securely mount to a stand or LCD display located in a public
area in accordance with local health and safety standards and is in-line with Government of Canada
regulations pertaining to the public's safety http://www.hc-sc.gc.ca/cps-spc/legislation/acts-lois/indexeng.php .
Vendor must ensure there are no Health, Safety and Accessibility issues related to the installation of
the Digital Signage Media players within Service Canada Centres
Include a back-up power solution for a minimum “loss-of-power” operating period of 5 minutes for
both the Digital Display and Digital Signage Media Player.
Must include mounting hardware to securely mount to a stand or LCD display located in a public
area in accordance with local health and safety standards and is in-line with Government of Canada
regulations pertaining to the public's safety http://www.hc-sc.gc.ca/cps-spc/legislation/acts-lois/indexeng.php .
Vendor must ensure there are no Health, Safety and Accessibility issues related to the installation of
the back-up power systems within Service Canada Centres
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Statement of Work for Digital Displays
4. Free standing
commercial
grade display
stand
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5. Digital
signage content
management
and distribution
services
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Must securely support the supplied LCD panel screen, digital signage media player, and back-up
power supply.
Height adjustable up to 6'
Must comply with VESA mounting standard
Include internal cord management to hide all wires and cables
Must be certified for use in a public area in accordance with local health and safety standards and is
in-line with Government of Canada regulations pertaining to the public's safety http://www.hcsc.gc.ca/cps-spc/legislation/acts-lois/index-eng.php .
Vendor must ensure there are no Health, Safety and Accessibility issues related to the installation of
the display stands within Service Canada Centres
This service will support remote operation and management of digital signage content to all displays
through a secure 3G+ (HSPA) wireless cellular connection and capable to integrate 4G (LTE) future
standard support.
It will include all necessary data services, creative content development, content management,
content distribution, and all applicable SaaS software licensing for mission critical operation of the
digital displays 24/7.
It will operate through a secure web-browser based portal which does not require a separate
software infrastructure purchase and operates as a "Software as a Service" (SaaS) model.
The supplier will be responsible for all necessary site assessments, hardware and software
installation planning; system configuration; system testing and verification; client training; technical
support; system maintenance and; ongoing system management during the contract period. It will
be the supplier’s responsibility to ensure that the installations meet all applicable health and safety
standards and are in-line with Government of Canada regulations pertaining to the public’s safety
http://www.hc-sc.gc.ca/cps-spc/legislation/acts-lois/index-eng.php
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