Procurement of solution for workforce planning

Arbeids- og velferdsdirektoratet, Økonomiavdelingen, Anskaffelsesseksjonen

Arbeids- og velferdsetaten shall procure services and software for forecasting and workforce planning (Workforce Management System) for NAVs contact centre.
NAV's purpose with establishing a collective and unified workforce planning solution is to reduce the complexity in the planning process, improve use of resources as well as facilitate for further specialisation and further development of NAV's service tender.
An affordable and management friendly agreement will be entered into with a solid supplier.
The agreement will cover procurement and maintenance of a system for workforce planning at the Client's contact centre. This includes:
— procurement, maintenance and development of workforce planning system;
— integration with the Client's fixed line telephony system, Alcatel Lucent OXE (OmniPCX Enterprise Communication Server) and Alcatel Lucent Call Center Distribution;
— software maintenance and support;
— education of the client's key resources;
— service level agreements with defined service requirements;
— general consulting expertise within the discipline;
— integration with the client's administrative systems (option).
The agreement must give flexibility in connection to changes of costs resulting from changes in user patterns and service scope.

Frist

Fristen for mottak av tilbud var 2014-03-10. Anskaffelsen ble publisert 2014-02-04.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2014-02-04 Kunngjøring av konkurranse
2014-09-16 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2014-02-04)
Gjenstand
Anskaffelsens omfang
Tittel: IT services: consulting, software development, Internet and support
Antall eller omfang:
NAV Kontaktsenter serves upward of 6 000 000 inquiries via telephone each year. Inquiries are divided into several geographical number and call queues with routing of conversations based on expertise.In addition to inquiries on the telephone, supervisors at NAV Kontaktsenter serve inquiries on email, Facebook and instant messaging via nav.no.Estimated volume of email inquiries is in excess of 100 000 per year.There are no equivalent volume estimates for Facebook and instant messaging, but there are thousands of inquiries via these channels and we expect that these volume will increase rapidly.For telephone inquiries, the NAV Kontaktsenter's goal is that 70 % of all incoming calls are answered within 30 seconds. In 2013 the average waiting time for all incoming calls was 28 seconds.NAVs users are served from 19 different locations with all together approximately850 agents / supervisors.
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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: Datatjenester: rådgivning, programvareutvikling, internett og systemstøtte 📦

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Departement eller annen nasjonal eller føderal myndighet
Navn på tildelende myndighet: Arbeids- og velferdsdirektoratet, Økonomiavdelingen, Anskaffelsesseksjonen
Postadresse: Postboks 5, St Olavs plass
Postnummer: 0130
Poststed: Oslo
Kontakt
Internettadresse: http://www.nav.no 🌏
E-post: nav.anskaffelser.ikt@nav.no 📧
Telefon: +47 21071000 📞
Faks: +47 21071010 📠

Referanse
Datoer
Sendt dato: 2014-02-04 📅
Innleveringsfrist: 2014-03-10 📅
Publiseringsdato: 2014-02-07 📅
Identifikatorer
Kunngjøringsnummer: 2014/S 027-043905
OJ-S-utgave: 27

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
Arbeids- og velferdsetaten shall procure services and software for forecasting and workforce planning (Workforce Management System) for NAVs contact centre.
NAV's purpose with establishing a collective and unified workforce planning solution is to reduce the complexity in the planning process, improve use of resources as well as facilitate for further specialisation and further development of NAV's service tender.
Vis mer
An affordable and management friendly agreement will be entered into with a solid supplier.
The agreement will cover procurement and maintenance of a system for workforce planning at the Client's contact centre. This includes:
— procurement, maintenance and development of workforce planning system;
— integration with the Client's fixed line telephony system, Alcatel Lucent OXE (OmniPCX Enterprise Communication Server) and Alcatel Lucent Call Center Distribution;
— software maintenance and support;
— education of the client's key resources;
— service level agreements with defined service requirements;
— general consulting expertise within the discipline;
— integration with the client's administrative systems (option).
The agreement must give flexibility in connection to changes of costs resulting from changes in user patterns and service scope.
Antall eller omfang:
NAV Kontaktsenter serves upward of 6 000 000 inquiries via telephone each year. Inquiries are divided into several geographical number and call queues with routing of conversations based on expertise.In addition to inquiries on the telephone, supervisors at NAV Kontaktsenter serve inquiries on email, Facebook and instant messaging via nav.no.Estimated volume of email inquiries is in excess of 100 000 per year.There are no equivalent volume estimates for Facebook and instant messaging, but there are thousands of inquiries via these channels and we expect that these volume will increase rapidly.
Vis mer
For telephone inquiries, the NAV Kontaktsenter's goal is that 70 % of all incoming calls are answered within 30 seconds. In 2013 the average waiting time for all incoming calls was 28 seconds.
NAVs users are served from 19 different locations with all together approximately850 agents / supervisors.
Tidsramme for senere kontrakter: 24 måneder
Varighet: 072 måneder
Referansenummer: 13-9787
Utførelsessted
Hovedsted eller utførelsessted: Oslo.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
The supplier is required to be a legally established enterprise, documented by - Norwegian suppliers: Company registration certificate from the Brønnøysundregistrene
— Foreign suppliers: Certificate for registration in an enterprise register as prescribed by the laws of the country where the supplier is established.
Økonomisk og finansiell stilling:
The supplier is required to have good financial solidity. A ‘good creditworthiness’ or better credit rating satisfies this requirement.
The contracting authority themselves collects credit assessments carried out by Experian, see www.experian.no If the supplier believes the credit assessment will not give an accurate picture, supplementary information is requested to be sent with the tender.
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Teknisk og faglig kapasitet:
Excellent ability to deliver is required, documented by:
— Description of the supplier's technical capacity and professional qualifications. A description is requested regarding the capacity of relevant entities at the supplier. With regard to qualifications, a brief overview of general relevant expertise at the Vendor is requested.
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Persons that will be offered should not be specified, and CV s should not be supplied.
Significant experience from similar deliveries is required, documented by:
— A description of the supplier's three-five most important relevant deliveries in the last three years, including the supplier's solution/products, technology, value, role/area of responsibility, time frame and recipient. If the value cannot be specified due to confidentiality requirements, the supplier is asked to specify the number of man-hours/man-labour years for the supplier's input.
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Name and contact information for the contact person at the reference client who can confirm this information, must be provided on request.
A good, well functioning quality assurance system is required, documented by:
— An account of the company's quality assurance system and any certificates issued by independent bodies.
— A brief description of the supplier's central processes that are relevant in ensuring the quality of the service. The description shall include method/process for.
— Start up Project.
— Further development.
— Maintenance services.
Kontraktutførelse
Andre særlige vilkår:
— Tax Certificate (Form RF-1244B),
— VAT certificate (form RF-1244),
— HSE Declaration.

Prosedyre
Minste antall kandidater: 3
Største antall kandidater: 5
Objektive utvelgelseskriterier:
Ability to perform, weighted 50 %.
Experience from similar deliveries, weighted 40 %.
Quality assurance, weighted 10 %.
Dato for utsendelse av invitasjoner: 2014-04-04 📅
Språk
Språk: dansk 🗣️
svensk 🗣️
Andre språk: Norwegian

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 889640782
Kontakt
Kontaktpunkt: Mildrid Kvalvik
Adresse til kjøperprofilen: https://kgv.doffin.no/ctm/Supplier/CompanyInformation/Index/1002 🌏
URL for deltakelse: https://kgv.doffin.no/ctm/Supplier/Notice/241786 🌏
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/112284 🌏

Referanse
Identifikatorer
Referansenummer tildelt av oppdragsgiver: 13-9787
Kilde: OJS 2014/S 027-043905 (2014-02-04)
Kunngjøring om tildeling av kontrakt (2014-09-16)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 8 200 000 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2014-09-16 📅
Publiseringsdato: 2014-09-19 📅
Identifikatorer
Kunngjøringsnummer: 2014/S 180-318343
Refererer til kunngjøring: 2014/S 27-043905
OJ-S-utgave: 180

Gjenstand
Utførelsessted
Hovedsted eller utførelsessted: Oslo, Norway.

Prosedyre
Tildelingskriterier
Kriterium: 1. Total costs (30)
2. Quality (70)

Tildeling av kontrakt
Dato for kontraktinngåelse: 2014-09-15 📅
Navn: Teleopti AB
Postadresse: Boks 24169
Poststed: Stockholm
Postnummer: 104 51
Land: Sverige 🇸🇪
Informasjon om tilbud
Antall mottatte tilbud: 4

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 556523-5925
Kilde: OJS 2014/S 180-318343 (2014-09-16)
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