Business-to-Business Customer Relationship Management System (CRM B2B)

Oslo Lufthavn AS

The contracting authority has a wide range of relationships of different types:
— Airlines,
— Commercial operators at the airport,
— Suppliers of various goods and services to the airport,
— Public and private organizations with relationships with the airport.
There are often many people involved in communications – on both sides.
The goal is for the entire Avinor Group, including Oslo Airport, to become more customer-oriented. Specifically for this procurement, this means to improve communication between the airport and its business partners (B2B). The functional objectives of a CRM are:
— A common contact directory,
— Improved information about the customer's contact persons,
— Common information about dialogue with the customer,
— Improved information about the contracting authority's contact person for the customer,
— Better tools for disseminating and sharing information with customers,
— Simplify administrative procedures in relation to dialogue - both during competition and contract periods,
— Easy access for users.
The overall objectives of the contract are:
— Acquisition of a B2B CRM as soon as possible (second half of 2014),
— Strong focus on usability and simplicity; assumed integrated with Outlook,
— Gradual introduction. The implementation applies primarily to Oslo Airport and is seen as the first phase. Avinor AS should be able to obtain the same solution by exercise of the option,
— Gradual development of strong user-orientation for many development steps. Further development over several years is assumed, but this competition concerns only the first phase,
— We assume there will be a development of mechanisms for information exchange, with "all" systems that have contact information.
The contract is a framework agreement with a duration of 2 years with an option to extend for 1 + 1 years.
The contract value for the specified phase is estimated to be approx. NOK 2 million.

Frist

Fristen for mottak av tilbud var 2014-04-04. Anskaffelsen ble publisert 2014-03-07.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• Deloitte As

Hvem?

• Oslo Lufthavn AS

Hva?

Hvor?

• Akershus

Anskaffelseshistorikk

Dato	Dokument
2014-03-07	Kunngjøring av konkurranse
2015-02-25	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2014-03-07)
Gjenstand
Anskaffelsens omfang
Tittel: Customer Relation Management software package
Metadata for kunngjøring
Originalspråk: engelsk 🗣️
Dokumenttype: Kunngjøring av konkurranse
Kontraktens art: Tjenester
Forskrift: Det europeiske økonomiske samarbeidsområdet (EØS), med deltakelse av GPA-land
Felles innkjøpsordliste (CPV)
Kode: Programvare for håndtering av kundekontakter 📦

Prosedyre
Prosedyretype: Konkurranse med forhandling
Tilbudstype: Innlevering for alle delkontrakter
Tildelingskriterier
Det mest økonomisk fordelaktige tilbudet

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Forsyningsenhet
Navn på tildelende myndighet: Oslo Lufthavn AS
Postadresse: Sentrallageret, Edvard Munchs veg
Postnummer: 2060
Poststed: Gardermoen
Kontakt
Internettadresse: http://www.osl.no 🌏
E-post: anskaffelser@osl.no 📧
Telefon: +47 64812000 📞

Referanse
Datoer
Sendt dato: 2014-03-07 📅
Innleveringsfrist: 2014-04-04 📅
Publiseringsdato: 2014-03-12 📅
Identifikatorer
Kunngjøringsnummer: 2014/S 050-084351
OJ-S-utgave: 50

Gjenstand
Anskaffelsens omfang
Tjenestekategori: 7
Kort beskrivelse:

The contracting authority has a wide range of relationships of different types:

— Airlines,

— Commercial operators at the airport,

— Suppliers of various goods and services to the airport,

— Public and private organizations with relationships with the airport.

There are often many people involved in communications – on both sides.

The goal is for the entire Avinor Group, including Oslo Airport, to become more customer-oriented. Specifically for this procurement, this means to improve communication between the airport and its business partners (B2B). The functional objectives of a CRM are:

— A common contact directory,

— Improved information about the customer's contact persons,

— Common information about dialogue with the customer,

— Improved information about the contracting authority's contact person for the customer,

— Better tools for disseminating and sharing information with customers,

— Simplify administrative procedures in relation to dialogue - both during competition and contract periods,

— Easy access for users.

The overall objectives of the contract are:

— Acquisition of a B2B CRM as soon as possible (second half of 2014),

— Strong focus on usability and simplicity; assumed integrated with Outlook,

— Gradual introduction. The implementation applies primarily to Oslo Airport and is seen as the first phase. Avinor AS should be able to obtain the same solution by exercise of the option,

— Gradual development of strong user-orientation for many development steps. Further development over several years is assumed, but this competition concerns only the first phase,

— We assume there will be a development of mechanisms for information exchange, with "all" systems that have contact information.

The contract is a framework agreement with a duration of 2 years with an option to extend for 1 + 1 years.

The contract value for the specified phase is estimated to be approx. NOK 2 million.

Beskrivelse av opsjoner: Option for extension of 1 +1 year.
Referansenummer: P-183268.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten: See invitation to pre-qualification.
Økonomisk og finansiell stilling: See invitation to pre-qualification.
Teknisk og faglig kapasitet: See invitation to pre-qualification.
Kontraktutførelse
Innskudd og garantier som kreves: See invitation to pre-qualification.
Hovedfinansieringsvilkår og betalingsordninger og/eller henvisning til relevante bestemmelser som regulerer dem: See invitation to pre-qualification.
Juridisk form som skal antas av gruppen av økonomiske operatører som kontrakten skal tildeles til: See invitation to pre-qualification.

Prosedyre
Språk
Andre språk: Norwegian

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 965368248
Kontakt
Kontaktpunkt: Martin Vedeler
Adresse til kjøperprofilen: https://kgv.doffin.no/ctm/Supplier/CompanyInformation/Index/1095 🌏
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/113799 🌏
Kilde: OJS 2014/S 050-084351 (2014-03-07)

Kunngjøring om tildeling av kontrakt (2015-02-25)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 2 000 000 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2015-02-25 📅
Publiseringsdato: 2015-02-27 📅
Identifikatorer
Kunngjøringsnummer: 2015/S 041-070822
Refererer til kunngjøring: 2014/S 50-084351
OJ-S-utgave: 41
Kilde: OJS 2015/S 041-070822 (2015-02-25)

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