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:
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...”
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.
Vis mer 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 📠
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