Frequently Asked Questions

I’d like to operate a private ServiceOntario Centre. How do I go about making this happen?

In 2010, ServiceOntario implemented a modernization initiative to streamline service delivery, creating a more cost-effective system while providing Ontarians with expanded access to government services. This modernization initiative has brought health card and driver and vehicle services together at our nearly 300 combined public and private centres province-wide. As a result, approximately 95% of all Ontarians have access to these key services within 10 kilometres of their home, saving them time and money.

A key feature of this initiative was to best use the capacity of existing locations to improve the economic viability of both our public and private offices. If ServiceOntario determines there is a need to establish a new private ServiceOntario centre in a particular community, we will acquire a service provider to operate the centre using our existing Vendor of Record (VOR) arrangement for service providers to operate private ServiceOntario centres.

What is the Vendor of Record (VOR) arrangement for service providers to operate private ServiceOntario centres? Can I join this VOR arrangement?

This VOR arrangement is an approved list of individuals and businesses (i.e. vendors) that have been pre-qualified to become service providers to operate private ServiceOntario centres. The pre-qualification was done through an open, competitive procurement process. In August 2009, ServiceOntario issued a Request for Proposals (RFP), which was made available through MERX, the online public tendering system used by the Government of Ontario. The RFP invited interested vendors to submit proposals and the vendors who met the requirements that were specified in the RFP are now on the pre-qualified list. The current VOR arrangement will be in place until early 2013. However, ServiceOntario has the option to extend the arrangement for up to two additional years.

At this time, it is not possible for additional vendors to join the VOR arrangement since the procurement process has been completed. However, nearing the end of the existing VOR arrangement, if ServiceOntario decides to continue using a similar VOR arrangement to procure service providers to operate private ServiceOntario centres, we will issue another RFP, allowing all vendors the opportunity to submit proposals to pre-qualify.

What is a private ServiceOntario centre?

A private ServiceOntario centre is an office that is operated by an independent business owner (i.e. a service provider), under contract with the Ministry of Government Services, and provides routine services such as health card, driver and vehicle services. There are approximately 206 private ServiceOntario centres across the Province of Ontario. There are approximately 100 additional ServiceOntario centres that are publicly operated.

How does ServiceOntario determine the need for a private ServiceOntario centre?

Opportunities to operate a private ServiceOntario centre usually become available when ServiceOntario’s contract with an existing service provider terminates, or when customer service demands exceed the capacity of the current ServiceOntario centres in a specific area.

Why did ServiceOntario establish the VOR arrangement for service providers to operate private ServiceOntario centres?

Open, competitive procurement processes are used when awarding provincial government contracts for products and services. ServiceOntario established this VOR arrangement to significantly reduce the amount of time it takes to procure new service providers. This minimizes the potential for communities to experience gaps in service when one private ServiceOntario centre closes and a new one opens, resulting in Ontario residents having continued access to important government services. The procurement time is reduced by using a VOR arrangement since most of the assessment of vendors’ qualifications is done up front.

How will I know if an opportunity arises for a new Vendor of Record (VOR) arrangement or community-specific private ServiceOntario centre?

If ServiceOntario initiates a new open, competitive process by issuing a Request for Proposals (RFP) regarding private ServiceOntario centres, the RFP will be available through (MERX), the online tendering system used by the Government of Ontario. You may want to check with MERX periodically to see if there are any opportunities that are of interest to you. Please be advised that MERX charges a nominal document distribution fee.

ServiceOntario will likely also let potential vendors know of the opportunity by placing a notice regarding the RFP in local newspapers.