Benchmark and measuring satisfaction, Customer Service

Norsk Tipping AS

Norsk Tipping intends to enter into framework agreement for the procurement of Benchmark and measuring satisfaction of Customer Service.
Norsk Tipping Customer Service wants an agreement with a supplier who can assist in ensuring the quality and effectiveness of our department in line with what can be expected in the industry. Our customers and vendors should experience our service as satisfactory and timely, at the same time our employees are satisfied with the daily work routine.
To ensure this, Norsk Tipping wants to enter into agreement for the following 3 areas:
1. Measuring of customer satisfaction (including customers and vendors).
2. Measuring of employee satisfaction.
3. Benchmark of Customer Service key figures/KPI up against the industry.
The aim is that these 3 measurement shall be viewed as a whole and give insight into both the quality and effectiveness of Norsk tipping Customer Service's deliveries. As such, the measurements should provide the possibility to see the connection between the entities key figures, customer and vendor satisfaction with Customer Service and employee satisfaction. The purpose of this is to reveal areas for improvement in the department whether concerning processes, competence, employee follow-up etc. In addition, it will be used as an operative work tool by team leaders for employee follow-up and further development.
The documents for this procurement are only in Norwegian.

Frist

Fristen for mottak av tilbud var 2015-03-27. Anskaffelsen ble publisert 2015-02-10.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2015-02-10 Kunngjøring av konkurranse
2015-08-14 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2015-02-10)
Gjenstand
Anskaffelsens omfang
Tittel: Customer satisfaction survey
Antall eller omfang:
NT shall enter into 1 agreement with 1 service provider.The contract period is two years, with an option for an extension of 1+1 year, so that the total possible length of the contract is 4 years.Framework agreement is attached.External confidentiality declaration, Annex 12, to be signed by the Supplier.1 000 0002 500 000
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Metadata for kunngjøring
Originalspråk: engelsk 🗣️
Dokumenttype: Kunngjøring av konkurranse
Kontraktens art: Tjenester
Forskrift: Det europeiske økonomiske samarbeidsområdet (EØS)
Felles innkjøpsordliste (CPV)
Kode: Kundetilfredshetsundersøkelser 📦

Prosedyre
Prosedyretype: Åpen anbudskonkurranse
Tilbudstype: Innlevering for alle delkontrakter
Tildelingskriterier
Det mest økonomisk fordelaktige tilbudet

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Nasjonalt eller føderalt byrå/kontor
Navn på tildelende myndighet: Norsk Tipping AS
Postadresse: Postboks 4414 Bedriftssenteret
Postnummer: 2325
Poststed: Hamar
Kontakt
Internettadresse: http://www.norsk-tipping.no 🌏
E-post: nt-0010-15@norsk-tipping.no 📧
Telefon: +47 62514000 📞

Referanse
Datoer
Sendt dato: 2015-02-10 📅
Innleveringsfrist: 2015-03-27 📅
Publiseringsdato: 2015-02-12 📅
Identifikatorer
Kunngjøringsnummer: 2015/S 030-051204
OJ-S-utgave: 30
Tilleggsinformasjon
Requirements of delivery, method and implementation The requirements are divided into 4 parts: 1. Requirement connected with measuring, benchmark and follow-up of the unit's key figures, hereunder: the resolution rate in first line, available time to receive inquiries, utilisation of resources, cost per inquiry etc. 2. Requirement connected to daily measuring of satisfaction amongst those who address the unit. The results must be usable both as traditional KPIs, but also be an operational tool between the customer consultant and team leader in in relation to awareness and further development of expertise. 3. Requirement for employee satisfaction surveys directly related to the work day in a contact centre. 4. Requirements of the overall relationship between the three above measurements. As agreement can only be entered into with 1 supplier, the supplier must offer a solution which satisfies the requirements within all 4 of the above areas. Siebel CRM is currently used as the tool for storing of case data, email and chat dialogues. Genesys CTI is used for routing of telephones and email. See also Annex 03, Customer's technical platform.
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Gjenstand
Anskaffelsens omfang
Estimert verdi eksklusive mva: 1 000 000 💰
2 500 000 💰
Kort beskrivelse:
Norsk Tipping intends to enter into framework agreement for the procurement of Benchmark and measuring satisfaction of Customer Service.
Norsk Tipping Customer Service wants an agreement with a supplier who can assist in ensuring the quality and effectiveness of our department in line with what can be expected in the industry. Our customers and vendors should experience our service as satisfactory and timely, at the same time our employees are satisfied with the daily work routine.
Vis mer
To ensure this, Norsk Tipping wants to enter into agreement for the following 3 areas:
1. Measuring of customer satisfaction (including customers and vendors).
2. Measuring of employee satisfaction.
3. Benchmark of Customer Service key figures/KPI up against the industry.
The aim is that these 3 measurement shall be viewed as a whole and give insight into both the quality and effectiveness of Norsk tipping Customer Service's deliveries. As such, the measurements should provide the possibility to see the connection between the entities key figures, customer and vendor satisfaction with Customer Service and employee satisfaction. The purpose of this is to reveal areas for improvement in the department whether concerning processes, competence, employee follow-up etc. In addition, it will be used as an operative work tool by team leaders for employee follow-up and further development.
Vis mer
The documents for this procurement are only in Norwegian.
Antall eller omfang:
NT shall enter into 1 agreement with 1 service provider.
The contract period is two years, with an option for an extension of 1+1 year, so that the total possible length of the contract is 4 years.
Framework agreement is attached.
External confidentiality declaration, Annex 12, to be signed by the Supplier.
Referansenummer: NT-0010-15
Utførelsessted
Hovedsted eller utførelsessted: Hamar, Norway.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten: See the tender documentation.
Økonomisk og finansiell stilling: See the tender documentation.
Minste nivå(er) av standarder: See the tender documentation.
Teknisk og faglig kapasitet: See the tender documentation.
Kontraktutførelse
Innskudd og garantier som kreves: See the tender documentation.
Hovedfinansieringsvilkår og betalingsordninger og/eller henvisning til relevante bestemmelser som regulerer dem: See the tender documentation.
Juridisk form som skal antas av gruppen av økonomiske operatører som kontrakten skal tildeles til: See the tender documentation.

Prosedyre
Varighet av rammeavtalen i måneder: 48
Tilbudets gyldighetsperiode: 2015-05-31 📅
Dato for åpning av tilbud: 2015-03-27 📅
Språk
Andre språk: Norwegian.

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 925836613
Kontakt
Kontaktpunkt: Erik Johannesen
Adresse til kjøperprofilen: https://kgv.doffin.no/ctm/Supplier/CompanyInformation/Index/1096 🌏
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/126940 🌏

Referanse
Datoer
Startdato: 2015-06-01 📅
Sluttdato: 2019-05-31 📅
Identifikatorer
Referansenummer tildelt av oppdragsgiver: NT-0010-15
Tilleggsinformasjon
Requirements of delivery, method and implementation
The requirements are divided into 4 parts:
1. Requirement connected with measuring, benchmark and follow-up of the unit's key figures, hereunder: the resolution rate in first line, available time to receive inquiries, utilisation of resources, cost per inquiry etc.
2. Requirement connected to daily measuring of satisfaction amongst those who address the unit. The results must be usable both as traditional KPIs, but also be an operational tool between the customer consultant and team leader in in relation to awareness and further development of expertise.
Vis mer
3. Requirement for employee satisfaction surveys directly related to the work day in a contact centre.
4. Requirements of the overall relationship between the three above measurements.
As agreement can only be entered into with 1 supplier, the supplier must offer a solution which satisfies the requirements within all 4 of the above areas.
Siebel CRM is currently used as the tool for storing of case data, email and chat dialogues. Genesys CTI is used for routing of telephones and email. See also Annex 03, Customer's technical platform.
Kilde: OJS 2015/S 030-051204 (2015-02-10)
Kunngjøring om tildeling av kontrakt (2015-08-14)
Gjenstand
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2015-08-14 📅
Publiseringsdato: 2015-08-19 📅
Identifikatorer
Kunngjøringsnummer: 2015/S 159-293080
Refererer til kunngjøring: 2015/S 30-051204
OJ-S-utgave: 159

Gjenstand
Anskaffelsens omfang
Estimert verdi eksklusive mva: 3 000 000 💰

Prosedyre
Tildelingskriterier
Kriterium: 1. Quality (60)
2. Price (30)
3. Project and progress schedule (10)

Tildeling av kontrakt
Dato for kontraktinngåelse: 2015-04-28 📅
Navn: Bright Relation AS
Postadresse: Brunnsgrand 4
Poststed: Stockholm
Postnummer: 11130
Land: Sverige 🇸🇪
Informasjon om tilbud
Antall mottatte tilbud: 2
Kilde: OJS 2015/S 159-293080 (2015-08-14)
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