Meet Parks Canada's new reservation system, from the same makers as the old system

The "new platform" for online campsite reservations that Parks Canada plans to launch next month is actually based on software from the same company it had issues with several years ago, when the booking system crashed and would-be campers complained of lost reservations.

At the same time, the federal government is — once again — seeking a company to provide a brand-new booking system to be launched sometime after 2023.

For years, Parks Canada has been tweaking its system to better handle reservations at popular destinations — particularly Banff National Park — where demand for many campsites far outstrips supply.

Tens of thousands of would-be campers typically rush to make reservations the moment bookings open. That rush overwhelmed the online system in 2019 and then again in 2020.

A company called Camis made the software that buckled under the weight of all those eager campers.

Those problems were later alleviated by the introduction of a virtual waiting room, which assigned users a random spot in line and only allowed a certain number through at a time.

But reports of other glitches persisted, as did concerns over large-scale corporate bookings and the potential for people using automated computer scripts to gain an unfair advantage over ordinary users.

After the experience in 2020, the federal government asked five companies to bid on a contract for a brand-new booking system for Parks Canada.

New contract awarded, then terminated

In December 2020, an American firm called US eDirect was awarded an $11.2-million contract to provide a new system.

The federal government noted it had the "best overall proposal" with the "highest combined rating of technical merit and price."

The deal included a term of six years, plus an option to renew for another five years after that.

"Being selected to work with Parks Canada is an incredible honour,"  Tony Alex, the company's president and CEO, said at the time. "We are excited to begin this journey."

That journey ended a year and a half later, when the contract was terminated for reasons that haven't been made public.

Parks Canada wouldn't say why the contract ended, referring questions to the federal department responsible for procurement.

A spokesperson with Public Services and Procurement Canada would only say: "In May 2022, Canada and US eDirect agreed to terminate the contract."

"Given the contract with US eDirect was terminated before the new system was delivered, the current contract with Camis was extended," the spokesperson added.

US eDirect did not respond to a request for comment and neither Parks Canada nor Public Services and Procurement Canada would say how much money, if any, was paid to the American firm.

Back to Camis

Parks Canada is now relying on Camis to provide an upgraded version of its software for the launch of the 2023 camping reservations in March.

That is two months behind the typical January launch.

A spokesperson with Parks Canada said the delay was necessary "in order to ensure a smooth transition to the newest version of the provider's software."

"Parks Canada wishes to assure visitors that it will continue to have a reservation service in place," the spokesperson said. "There will be no gaps in service and no impacts to visitors, as Camis will continue to operate Parks Canada's reservation service while [the government of] Canada determines next steps."

Camis declined to elaborate on the details of its contract with Parks Canada.

Internal emails obtained under an access-to-information request in 2020 revealed some trepidation about Camis software.

"Camis is set to migrate us to their new Camis5 platform," read one email from a Parks Canada staff member. "While there would be a huge number of benefits to this, there is also a lot of risk. Many of Camis' other clients reported problems with their migration — we're even more complicated, but hoping that Camis' experience thus far will mean a smoother process for us."

Another email from January 2020 noted there would be difficulties in merging users' old login information with the new system.

Today, Parks Canada is advising users that their old login information will soon be scrapped and advising those planning a camping trip in 2023 to be aware of the following dates:

• Before Feb. 26: Log in to your existing account and make note of any favourite campsites and activities (this information will disappear when the new booking platform launches).

• March 3 onwards: Create a new account on Parks Canada's new reservations website.

"While the reservation service will appear largely the same, some new features are expected," the Parks Canada spokesperson said.

Those features include a user interface that works better on smaller screens and mobile devices, and improved systems for Parks Canada to "effectively identify and manage disruptions, as well as communicate changes in a timely manner for a better online experience."