Social Media Account Management Solution

The vendor is required to provide social media account management solution delivered through a software as a service (SaaS) delivery model to manage its social media accounts, including without limitation on Facebook, Instagram, X (formerly twitter), LinkedIn and YouTube. 
- Among other features, the SaaS solution will allow, with respect to its social media accounts, to publish and schedule posts, categorize, track and reply to enquiries from the public, monitor ongoing account activities, provide analytics, and generate reports.
- Access requirements:
•    Provide access to the solution for a minimum of 25 fulltime users; and
•    Its sole discretion and at any time, individually add or remove access to the solution beyond the 25 full time users. 
•    These optional part time users may be granted access to the solution for varying durations, including short-term or long-term access, and may be added or removed from time to time throughout the contract period solely at the discretion of agency.
- General features:
•    publish and receive all available formats of inbound and outbound messages from social media Platforms (for example, Facebook, Instagram, x, LinkedIn, YouTube); 
•    Allow switching between French and english navigation and settings so employees can use the solution in their official language of choice; 
•    Operate reliably at high volumes (for example, handle upwards of 12,000 inbound messages per day); 
•    Receive comments, tag comments, assign, respond to, and report on, paid and organic social media content (where applicable) and filter to identify if the source of each comment is from paid or organic social media content; and 
•    Create separate dashboards or groups for managing inbound and outbound content from different sets of accounts.
- User management features:
•    Support a minimum of 55 simultaneous users and manage individual user rights, access, and permissions; and 
•    When an action is taken (e.g., adds tags, resolves a comment, schedules a post), see who completed the action.
- Scheduling and publishing features:
•    Schedule content in advance;
•    Apply subject tags to all inbound and outbound content;
•    Provide an approval management system that allows for multiple approvals and steps for the issuance of replies and for the publication of proactive posts;
•    View published and scheduled content in a social media calendar; and add accessibility elements to outbound content (e.g., alternative text, SRT files).
- Interaction management features:
•    Provide one central inbox to sort and manage inbound messages, including from both paid (i.e., boosted posts or advertisements) and organic social; and
•    Enable full search functionality within the inbox (ex: by tag, by keyword, by account, by date) and within the case management system for the issuance of replies.
- Reporting and analytics features:
•    Create custom reports for outbound and inbound content, including data from both organic and paid (advertisements or boosted posts) social media;
•    View the total number of inbound posts by date, by subject tag(s);
•    View totals for replies issued by date and by subject (tags);
•    Run reports by tag, by date, by campaign, by metric, by platform;
•    Sort by multiple tags within reports; and
•    Export reports to external parties.

- Contract Period/Term: 3 years