Implantation of SAAQclic didn't involve any prior simulation.

Implantation of SAAQclic didn't involve any prior simulation.

The SAAQ's Compromised Modernization Project

The pick for the team, consisting of LGS, IBM, and SAP, to revamp Société de l'assurance automobile du Québec's (SAAQ) computer systems stirred controversy among the selection committee. Red flags were raised, prompting memories of the 2023 debacle following the rollout of SAAQclic sans simulation.

In essence, the committee was cautious about implementing permit and registration delivery without simulation, characterizing it as a severe risk for the SAAQ, given that it directly impacts public service delivery. These sentiments were echoed in the selection committee's notes, presented to the Gallant Commission in 2017, under "points to clarify or review before the work's commencement."

Three years later, the consequences were stark, marked by queues at service points and a dysfunctional digital platform, preventing transactions. Judge Denis Gallant's inquiry revealed that the committee had alerted potential issues if simulations were overlooked. Witness Jean-Marc Perrotte, a SAAQ executive on the committee, confirmed this concern: "Simulation like that, we would have surely seen that it wouldn't have worked, as it did in fact."

Unusual for the SAAQ's standard procedures, this project skipped the simulation stage that typically served as the last line of defense before launch. Perrotte explained this move as risky, particularly when everything was implemented simultaneously. "Implementing this, without simulation, in one shot, you have to take deep breaths and be optimistic, because it's risky."

The selection committee's primary concern, however, revolved around the drastic reduction of technological integration efforts—730,000 hours between the initial and amended proposal. Perrotte estimated the alliance reduced around 20% of the hours from its initial proposal, but remained uncertain about the reasons. He acknowledged this inevitably impacted the alliance's final bid price.

The commission's lawyer, Alexandre Theriault-Marois, exposed some inconsistencies when examining the final proposal from Deloitte, the other bidder. Deloitte had proposed significant increases in the number of hours, which he found "a bit troubling." He questioned why the alliance reduced its hours while exceeding them considerably, requesting initial increases of 800,000 hours and subsequent increases of 2 million hours.

The committee report further pointed out that only 12 out of the 17 proposed experts passed the threshold score. These resources were intended to support SAAQ professionals in implementing the integrated management software. Perrotte underscored the need for top-notch experts to avoid average performance.

Furthermore, the contingency fund was set at only 7%, far lower than the industry average of 15 to 20%. Additionally, the overtime rate—$256 per hour for additional work—was noted as remarkably high compared to the initial rate.

It's worth noting that SAP offered training on integrated management software to employees who contributed to the request for proposals before drafting, as Perrotte disclosed during his testimony.

In closing, Perrotte reiterated that there was no internal or external pressure or interference within the selection committee.

Related Topics

• The Art of Bidding Wars: Unveiling the Secrets Behind Tender Success

Understanding that concerns about implementing new systems without simulation often revolve around potential operational disruptions, unforeseen technological issues, and the need for thorough testing to ensure proper functioning, it's essential to explore the reasons behind the skepticism surrounding SAAQ's 2017 project. Delving into SAAQ's official documents or reports from that period might shed light on the specific reasons for the committee's reservations. Other potential concerns could include:

• User Experience: Simulations can offer insights into how users will interact with the system, providing opportunities to improve the user interface and overall user experience.
• Technical Challenges: Simulations help detect technical problems that might arise during the implementation of a new system, allowing for the development of contingency plans and minimizing potential issues once the system is launched.
• Testing Compatibility: Without a simulation, it becomes challenging to assess the compatibility and integration of various system components, potentially leading to unexpected interactions and errors upon deployment.

For a clearer summary of concerns regarding the 2017 SAAQ project, consulting official SAAQ reports or contacting them directly might provide valuable insights.

1. The skepticism surrounding SAAQ's 2017 modernization project, given that it skipped the simulation stage and drastically reduced technological integration efforts, raises questions about the potential risks for public service delivery in the realm of general-news and business.
2. In the context of technology and finance, the significant reduction in technological integration hours and the controversial selection process might have impacted the final bid price of the project, hinting at the need for a thorough examination of the art of bidding wars in such high-stakes endeavors.

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