New Service Management Tool as a service

Oslo kommune c/o Utviklings- og kompetanseetaten [Oslo municipality, c/o the Agency for Improvement and Development]

The aim of the procurement is to give Oslo municipality a modern SMT that shall replace the current system, which is Remedy 7.6.04. The current system is expensive to administer and experience says it is not very user friendly. The service that shall be procured shall therefore have an operational and management model that is cost-efficient and it is facilitate future needs connected to Service Management in the Agency for Improvement and Development (UKE) and Oslo municipality. The service shall include operation (include operational environment) and maintenance of the tool in accordance with the given SLA requirements.
The system that UKE procures shall be user friendly. Changes and configuration shall be flexible and UKE shall be able to configure the tool. It shall be possible to have self-service, knowledge sharing and uniform customer orientated Service Management.
The SMT shall support work processes and give an efficient tool for following-up error messages, reporting and SLA follow-up with suppliers and customers.
The service shall also:
— Use Single Sign On (SSO) with support for authentication with Active Directory or another LDAP based method;
— Support integrations with joint components in Oslo municipality;
— Provide tool support to administer suppliers and the services they provide via a contract follow-up tool.

Frist

Fristen for mottak av tilbud var 2016-03-10. Anskaffelsen ble publisert 2016-02-09.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2016-02-09 Kunngjøring av konkurranse
2016-11-04 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2016-02-09)
Gjenstand
Anskaffelsens omfang
Tittel: Software package and information systems
Antall eller omfang:
Approx. 200-300 case workers and 300 users are expected to be potential users at the start via a portal. The number can be considerably increased during the contract's lifetime.
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 og informasjonssystemer 📦

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Regional eller lokal myndighet
Navn på tildelende myndighet: Oslo kommune c/o Utviklings- og kompetanseetaten [Oslo municipality, c/o the Agency for Improvement and Development]
Postadresse: PB 6538 Etterstad
Postnummer: 0606
Poststed: Oslo
Kontakt
E-post: tale.ronne@uke.oslo.kommune.no 📧
Telefon: +47 02180 📞

Referanse
Datoer
Sendt dato: 2016-02-09 📅
Innleveringsfrist: 2016-03-10 📅
Publiseringsdato: 2016-02-10 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 028-046136
Refererer til kunngjøring: 2016/S 014-020988
OJ-S-utgave: 28

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The aim of the procurement is to give Oslo municipality a modern SMT that shall replace the current system, which is Remedy 7.6.04. The current system is expensive to administer and experience says it is not very user friendly. The service that shall be procured shall therefore have an operational and management model that is cost-efficient and it is facilitate future needs connected to Service Management in the Agency for Improvement and Development (UKE) and Oslo municipality. The service shall include operation (include operational environment) and maintenance of the tool in accordance with the given SLA requirements.
Vis mer
The system that UKE procures shall be user friendly. Changes and configuration shall be flexible and UKE shall be able to configure the tool. It shall be possible to have self-service, knowledge sharing and uniform customer orientated Service Management.
Vis mer
The SMT shall support work processes and give an efficient tool for following-up error messages, reporting and SLA follow-up with suppliers and customers.
The service shall also:
— Use Single Sign On (SSO) with support for authentication with Active Directory or another LDAP based method;
— Support integrations with joint components in Oslo municipality;
— Provide tool support to administer suppliers and the services they provide via a contract follow-up tool.
Beskrivelse av opsjoner:
The procurement includes options for other entities in Oslo municipality to use the SMT for both ICT enquiries and other disciplines.
Antall mulige forlengelser: 4
Tidsramme for senere kontrakter: 60 måneder
Varighet: 48 måneder
Referansenummer: 201500860
Utførelsessted
Hovedsted eller utførelsessted: Oslo.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
Requirement:
The tenderer's tax and VAT payments shall be in order.
Documentation requirement:
— Tax and VAT certificate, not older than 6 months. The certificate can be ordered and downloaded from Altinn. If this is not possible, it can be ordered from the tax collector or the Norwegian Tax Administration.
Foreign tenderers must provide certificates from equivalent authorities to the Norwegian authorities.
Tenderers shall be a legally established company.
— Norwegian companies: Company Registration Certificate;
— Foreign companies: Proof that the company is registered in a trade index or business register as prescribed by the law of the country where the tenderer is established.
Økonomisk og finansiell stilling:
Requirement:
The tenderer must have sufficient financial capacity to carry out the assignment/contract.
Documentation requirement:
— The company's last 3 Annual Financial Statements including notes, management's Annual Reports and Audit Reports, as well as new information of relevance to the company's fiscal figures.
— The contracting authority reserves the right to obtain a credit appraisal of the tenderer and use this in its evaluation of this criteria as a supplement to the requested documentation.
Teknisk og faglig kapasitet:
Requirement:
Tenderers shall have experience with equivalent deliveries of Service Management services to other public or private customers.
Documentation requirement:
— A description of the tenderer's 3 to 5 most relevant deliveries in the last 2 years, including information on the assignment's nature and content, value, date and the name of the customer.
Tenderers shall have the necessary capacity and competence to fulfil the contract
— A competence matrix including the number of resources in each competence area. CVs shall not be submitted as documentation in the qualification.
Tenderers shall have a documented and functional quality assurance system.
— A short description of the tenderer's quality assurance system. Maximum 3 (three) A4 pages.
— In particular a description shall be provided of how the tenderer keeps a regular risk assessment and proper control of and complies with the information security requirements, personal protection and handling confidential information in their entire supplier chain.
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Prosedyre
Minste antall kandidater: 3
Største antall kandidater: 8
Objektive utvelgelseskriterier:
— A description of the tenderer's 3 to 5 most relevant deliveries in the last 2 years, including information on the assignment's nature and content, value, date and the name of the customer.
— A competence matrix including the number of resources in each competence area.
Dato for utsendelse av invitasjoner: 2016-04-04 📅
Språk
Andre språk: Norwegian.

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 971 183 675
Kontakt
Kontaktpunkt: Tale Rønne
Adresse til kjøperprofilen: https://kgv.doffin.no/ctm/Supplier/CompanyInformation/Index/3758 🌏
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/139919 🌏

Referanse
Datoer
Publiseringsdato: 2016-01-21 📅
Identifikatorer
Referansenummer tildelt av oppdragsgiver: 201500860
Kunngjøringsnummer i OJ S: 2016/S 014-020988
Kilde: OJS 2016/S 028-046136 (2016-02-09)
Kunngjøring om tildeling av kontrakt (2016-11-04)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 41 000 000 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Oppdragsgiver
Identitet
Navn på tildelende myndighet: Oslo kommune c/o Utviklings- og kompetanseetaten [City of Oslo, c/o the Agency for Improvement and Development]

Referanse
Datoer
Sendt dato: 2016-11-04 📅
Publiseringsdato: 2016-11-08 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 215-392733
Refererer til kunngjøring: 2016/S 028-046136
OJ-S-utgave: 215
Tilleggsinformasjon
Information about the contract value is estimated based on the current use of licenses. This may change during the agreement period.

Prosedyre
Tildelingskriterier
Kriterium: 1. Total costs (30)
2. User friendliness and functionality (40)
3. Assignment comprehension and establishment project (25)
4. Functionality and SLA level (5)

Tildeling av kontrakt
Dato for kontraktinngåelse: 2016-09-22 📅
Navn: Manag-E Norge AS
Postadresse: Skysstasjon 11b
Poststed: Asker
Postnummer: 1373
Land: Norge 🇳🇴
Informasjon om tilbud
Antall mottatte tilbud: 6

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 893278222
Kilde: OJS 2016/S 215-392733 (2016-11-04)
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