Open tender contest for system for handling of customer enquiries

Trondheim kommune (Trondheim municipality)

This procurement is intended to procure a system that shall be used for handling of enquiries from the public to the Contracting Authority. The system can for example consist of standard off the shelf products such as CRM (Customer Relationship Management System) or equivalent with the necessary adaptations and integrations.
The system shall assist with providing good user experience for employees and better customer service for the public in their interaction with the Contracting Authority.

Frist

Fristen for mottak av tilbud var 2016-01-11. Anskaffelsen ble publisert 2015-11-11.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• Symfoni Software As

Hvem?

• Trondheim kommune (Trondheim municipality)

Hva?

Hvor?

• Norge

Anskaffelseshistorikk

Dato	Dokument
2015-11-11	Kunngjøring av konkurranse
2016-06-27	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2015-11-11)
Gjenstand
Anskaffelsens omfang
Tittel: Customer Relation Management software package
Antall eller omfang:

The assignment comprises:— System for handling of enquiries from the public, including necessary adaptations and integrations;— Maintenance and operation of the system.Consultancy services related to the system for safeguarding of the following assignments:— Consultancy/expert assistance related to the system;— Solution preparation/design related to the system;— Integration of the system with other systems.Call-offs on the consultancy services shall be possible within both the adaptation agreement and the maintenance agreement.The system shall be offered as a cloud service (SaaS — Software as a Service) or equivalent.The total value of the procurement is expected to be in the range of 2 000 000 NOK to 10 000 000 NOK excluding VAT.The contract is subject to any changes in the annual budget limits and other framework terms.2 000 00010 000 000

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Regionalt eller lokalt byrå/kontor
Navn på tildelende myndighet: Trondheim kommune (Trondheim municipality)
Postadresse: Postboks 2300 Sluppen
Postnummer: 7004
Poststed: Trondheim
Kontakt
Internettadresse: http://www.trondheim.kommune.no/ 🌏
E-post: innkjop.postmottak@trondheim.kommune.no 📧
Telefon: +47 72540000 📞

Referanse
Datoer
Sendt dato: 2015-11-11 📅
Innleveringsfrist: 2016-01-11 📅
Publiseringsdato: 2015-11-14 📅
Identifikatorer
Kunngjøringsnummer: 2015/S 221-403723
OJ-S-utgave: 221

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

The system shall assist with providing good user experience for employees and better customer service for the public in their interaction with the Contracting Authority.

Antall eller omfang:

The assignment comprises:

— System for handling of enquiries from the public, including necessary adaptations and integrations;

— Maintenance and operation of the system.

Consultancy services related to the system for safeguarding of the following assignments:

— Consultancy/expert assistance related to the system;

— Solution preparation/design related to the system;

— Integration of the system with other systems.

Call-offs on the consultancy services shall be possible within both the adaptation agreement and the maintenance agreement.

The system shall be offered as a cloud service (SaaS — Software as a Service) or equivalent.

The total value of the procurement is expected to be in the range of 2 000 000 NOK to 10 000 000 NOK excluding VAT.

The contract is subject to any changes in the annual budget limits and other framework terms.

Estimert verdi eksklusive mva: 2 000 000 💰
10 000 000 💰
Varighet: 036 måneder
Referansenummer: 15/50865
Utførelsessted
Hovedsted eller utførelsessted: Trondheim.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:

Requirement:

— The tenderer must be a legally established enterprise;

— The tenderer must have settled conditions in relation to the payment of tax and VAT payments;

— The tenderer must meet requirements of HSE (Health, Environment and Safety).

Documentation requirement:

— Company Registration Certificate (§17-10).

Foreign companies:

— Proof that the company is registered in a trade index or register of business enterprises as prescribed by the law of the country where the tenderer is established;

— Tax Certificate for tax and VAT, not older than 6 months. The certificates can be obtained from the local tax collection office or the tax office. (§17-14);

— Norwegian tenderers who are not VAT obliged must provide confirmation of this from the tax authorities. (§17-14);

— Foreign suppliers must provide certificates from equivalent authorities to the Norwegian authorities;

— HSE self-declaration shall be completed (see Annex 4 HSE self-declaration).

Økonomisk og finansiell stilling:

— The company's most recent Annual Report, as well as recent information which is of relevance to the company's accounting figures (§17-8);

—The company's annual accounts or extracts thereof;

— Statement of the company's turnover for the last few years, with relevance to this contract;

— Documentation requirement: Credit evaluation/rating, not older than 6 months, and which is based on the last known accounting figures;

— Rating with score A. The credit rating shall be issued by a company with a credit reporting license from the Norwegian Data Protection Authority, (see www.datatilsynet.no). NB! If a rating is used, the accounting figures are not necessary.

Minste nivå(er) av standarder:

— The tenderer must have sufficient financial capacity to implement the assignment/contract;

—The tenderer must be credit worthy.

Teknisk og faglig kapasitet:

— The service provider shall fill in Appendix 7, Experience and references in order to state experience in the form of the largest relevant projects/deliveries in the last 3 years.

To the degree that contracting authority considers it necessary to verify the tenderer's stated relevant experience, the contracting authority reserves the right to contact the stated references.

— Tenderers shall describe their capacity to carry out the delivery including the number consultants who are relevant for the assignment. Annex 8 Capacity shall be used;

— Statement of the quality assurance system/the quality management system;

—If the company is certified, evidence of the certification must be attached;

— The company's environmental status should be confirmed by completing the enclosed form. Environment requirements for the company. See Annex 5 Form for environmental requirements.

Minste nivå(er) av standarder:

The tenderer's experience and references:

— Relevant experience and competence is required from equivalent assignments in relation to the nature and scope of the procurement.

The tenderer's capacity:

— Tenderers are required to have sufficient relevant capacity to fulfil the requested delivery.

Quality and ability to fulfil the contract:

—Tenderers must have a well-functioning quality assurance system / quality management system.

The tenderer shall employ environmental management measures during the performance of the contract.

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.
Andre særlige vilkår:

Requirement:

— The contracting authority requires that tenderer's wages and working conditions are in accordance with generally applicable wage agreements or nationwide wage agreements for the appropriate area covered by the contract.

Documentation requirement:

— The tenderer shall enclose with the tender, a self-declaration which verifies that the wage and working conditions are in accordance with generally applicable collective agreements or national collective agreements. See Annex 6, Self-declaration for wages and working conditions/manufacturing sites outside the EU/EEA. · In those cases where sub-suppliers with manufacturing sites in countries outside the EU/EEA are involved, it must be established that international concordance of work environment and employee's rights are met.

Personalets navn og faglige kvalifikasjoner ✅

Prosedyre
Tilbudets gyldighetsperiode: 006 måneder
Språk
Andre språk: Norwegian.

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 942 110 464
Kontakt
Kontaktpunkt: Trondheim kommune
Adresse til kjøperprofilen: https://kgv.doffin.no/ctm/Supplier/CompanyInformation/Index/3610 🌏
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/137695 🌏

Referanse
Identifikatorer
Referansenummer tildelt av oppdragsgiver: 15/50865
Kilde: OJS 2015/S 221-403723 (2015-11-11)

Kunngjøring om tildeling av kontrakt (2016-06-27)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 9 700 000 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Oppdragsgiver
Identitet
Postadresse: Postboks 2300, Sluppen

Referanse
Datoer
Sendt dato: 2016-06-27 📅
Publiseringsdato: 2016-06-30 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 124-222854
Refererer til kunngjøring: 2015/S 221-403723
OJ-S-utgave: 124

Prosedyre
Tildelingskriterier
Kriterium: 1. Quality of the tendered system (40)
2. Implementation ability (20)
3. Total price (40)

Tildeling av kontrakt
Dato for kontraktinngåelse: 2016-03-18 📅
Navn: Symfoni Software AS
Postadresse: Karenslyst Alle 2
Poststed: Oslo
Postnummer: 0278
Land: Norge 🇳🇴
Informasjon om tilbud
Antall mottatte tilbud: 3
Kilde: OJS 2016/S 124-222854 (2016-06-27)

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