Procurement of exchange and customer centre services for the Norwegian Government Security and Service Organisation (DSS/SSiE)

Departementenes sikkerhets- og serviceorganisasjon, DSS (The Norwegian Government Security and Service Organisation)

DSS/SSiE requests exchange and customer centre services that shall support DSS/SSiE's services to customers (hereafter called Entities). The Entities request good service and availability. Inhabitants, businesses and public entities can ring the Entities on their main number and, with the help of DSS/SSiE's customer service representatives, find the correct service or person.
Inhabitants, businesses and public entities can continue to ring directly to a person or body in the Entities if they know the direct number. If a caller does not know where to direct an enquiry, DSS/SSiE will be able to offer to help them find out where to go. The customer service representatives at DSS/SSSiE shall be able to put the call through to the correct body and also actively participate in services connected to call management (handling absence, no replies and engaged).
When the contract is commissioned, DSS/SSiE shall be able to offer telephone based services, email and SMS, but the service must be expandable to support other channels such as web forms, chat, etc.
DSS/SSiE currently has 21 man-labour years connected to the service for the Entities. These will provide exchange services to public entities (the centre's customers). DSS/SSiE currently has 27 entities (13 customers) with a total of approx. 14 000 employees.
DSS/SSiE would like to develop both services and the customer basis further and will actively work on this throughout the contract period.
The total traffic volume of the exchanges for the entities is, per February 2016, estimated to approx. 700 000 calls per annum.
The service spectrum is expected to be developed to cover more traditional incoming call centre/contract centre services, such as receiving orders, etc. by entities finding it attractive to outsource these services to SSiE. Furthermore, new communication services, such as chat, are expected to be developed.
The customer service representatives shall use support systems. Tenderers shall, therefore, offer a call-handler support system with a catalogue and absence support, including interface with and updating processes from DSS/SSiE's customers. In addition, the centre will need integration with, for example, ordering systems as and when DSS/SSiE's service spectrum develops. Which systems this applies to will only be apparent when DSS/SSiE get such assignments. The aim of this enquiry is to procure the necessary functional services so that DSS/SSiE shall be able to provide services to its customers. Emphasis is put on the fact that the functionality is expected to be provided as a service delivery with an accompanying SLA.
For further description see annex 1 of the contract (the contracting authority's description of the assignment).

Frist

Fristen for mottak av tilbud var 2016-08-26. Anskaffelsen ble publisert 2016-07-04.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• Intelecom Group As

Hvem?

• Departementenes sikkerhets- og serviceorganisasjon, DSS (The Norwegian Government Security and Service Organisation)

Hva?

• Installasjon av telefonsentraler › Installasjon av sentralbord
• Sentraler › Sentralbord
• Telefonsvarertjenester › Callsenter
• Tjenester tilknyttet lukkede forretningstelefon-nettverk › Sentralbordtjenester

Hvor?

• Norge

Anskaffelseshistorikk

Dato	Dokument
2016-07-04	Kunngjøring av konkurranse
2016-11-11	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2016-07-04)
Gjenstand
Anskaffelsens omfang
Tittel: Telephone switchboard services
Antall eller omfang:

The financial value of the contract is estimated to be approx. 5 NOK-25 000 000. The contracting authority draws attention to the fact that this estimate is not binding.

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: Sentralbordtjenester 📦

Prosedyre
Prosedyretype: Åpen anbudskonkurranse
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: Departementenes sikkerhets- og serviceorganisasjon, DSS (The Norwegian Government Security and Service Organisation)
Postadresse: Pb 8129 Dep
Postnummer: 0032
Poststed: Oslo
Kontakt
E-post: anskaffelser@dss.dep.no 📧
Telefon: +47 22249090 📞

Referanse
Datoer
Sendt dato: 2016-07-04 📅
Innleveringsfrist: 2016-08-26 📅
Publiseringsdato: 2016-07-07 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 129-232393
OJ-S-utgave: 129

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

Inhabitants, businesses and public entities can continue to ring directly to a person or body in the Entities if they know the direct number. If a caller does not know where to direct an enquiry, DSS/SSiE will be able to offer to help them find out where to go. The customer service representatives at DSS/SSSiE shall be able to put the call through to the correct body and also actively participate in services connected to call management (handling absence, no replies and engaged).

When the contract is commissioned, DSS/SSiE shall be able to offer telephone based services, email and SMS, but the service must be expandable to support other channels such as web forms, chat, etc.

DSS/SSiE currently has 21 man-labour years connected to the service for the Entities. These will provide exchange services to public entities (the centre's customers). DSS/SSiE currently has 27 entities (13 customers) with a total of approx. 14 000 employees.

DSS/SSiE would like to develop both services and the customer basis further and will actively work on this throughout the contract period.

The total traffic volume of the exchanges for the entities is, per February 2016, estimated to approx. 700 000 calls per annum.

The service spectrum is expected to be developed to cover more traditional incoming call centre/contract centre services, such as receiving orders, etc. by entities finding it attractive to outsource these services to SSiE. Furthermore, new communication services, such as chat, are expected to be developed.

The customer service representatives shall use support systems. Tenderers shall, therefore, offer a call-handler support system with a catalogue and absence support, including interface with and updating processes from DSS/SSiE's customers. In addition, the centre will need integration with, for example, ordering systems as and when DSS/SSiE's service spectrum develops. Which systems this applies to will only be apparent when DSS/SSiE get such assignments. The aim of this enquiry is to procure the necessary functional services so that DSS/SSiE shall be able to provide services to its customers. Emphasis is put on the fact that the functionality is expected to be provided as a service delivery with an accompanying SLA.

For further description see annex 1 of the contract (the contracting authority's description of the assignment).

Beskrivelse av opsjoner:

The contract will be valid for 3 years from when it is signed, with an option for the contract to be extended for a further 3 years, 1 year at a time.

Referansenummer: 16/256
Utførelsessted
Hovedsted eller utførelsessted: Oslo.

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

Mandatory qualification requirements:

Qualification Requirement:

— Paid taxes and duties.

Documentation requirement:

— A certificate, not older than 6 months, which verifies that the tenderer has fulfilled the obligations regarding payment of taxes, social security contributions and VAT. The certificate can be ordered and obtained from Altinn by using a separate link on: skatteetaten.no If this is not possible, it can be ordered from the tax collector or the Norwegian Tax Administration. The certificate is electronically certified and is therefore not signed. For further information, see: skatteetaten.no The certificate shall be enclosed with the tender offer in according with the arrangements in the tender documentation.

Requirements for organizational and legal position:

— 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:

Qualification Requirement:

— Tenderers must have sufficient economic and financial capacity to carry out the delivery, in which, amongst other things, being creditworthy without any requirement for collateral will be adequate.

Documentation requirement:

— A credit rating with key figures from a certified credit rating company or other form of documentation to demonstrate that the requirement has been met.

Teknisk og faglig kapasitet:

Qualification Requirement:

— Tenderers must be able to refer to relevant deliveries in the last 3 years. Relevant here means reference assignments that show that the Tenderer can provide the requested main functionality.

— Tenderers shall have good implementational ability and have an adequate organisation and manpower to fulfil this contract and to see to long term and comprehensive customer relations in a way that ensures continuity, quality and cost efficiency.

Documentation requirement:

— Reference list of the tenderer's contracts over the last 3 years with relevance for this assignment. The list of references shall as a minimum include:

i. Brief description of the delivery;

ii. The date of the delivery;

iii. The extent of the delivery;

iv. Name and telephone number for the reference person at the contracting authority.

— A short description of the tenderer shall be given, including:

i. A description of how the tenderer is organised for the implementation of this delivery;

ii. Description of/overview of the tenderer's total manpower.

Prosedyre
Språk
Andre språk: Norwegian.

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 974 761 424
Kontakt
Kontaktpunkt: Lage Trangsrud
URL for dokumenter: https://kgv.doffin.no/ctm/Supplier/Documents/Folder/146064 🌏

Referanse
Identifikatorer
Referansenummer tildelt av oppdragsgiver: 16/256
Kilde: OJS 2016/S 129-232393 (2016-07-04)

Kunngjøring om tildeling av kontrakt (2016-11-11)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 25 000 000 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Oppdragsgiver
Identitet
Navn på tildelende myndighet: Departementenes sikkerhets- og serviceorganisasjon, DSS [The Norwegian Government Security and Service Organisation]

Referanse
Datoer
Sendt dato: 2016-11-11 📅
Publiseringsdato: 2016-11-15 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 220-402287
Refererer til kunngjøring: 2016/S 129-232393
OJ-S-utgave: 220

Prosedyre
Tildelingskriterier
Kriterium: 1. The customer's total cost (40)
2. The price given for the options (10)
3. Quality of the service (30)
4. The accuracy of delivery (20)

Tildeling av kontrakt
Dato for kontraktinngåelse: 2016-10-07 📅
Navn: Intelecom Group AS
Postadresse: Brynsveien 13
Poststed: Oslo
Postnummer: 0667
Land: Norge 🇳🇴
Informasjon om tilbud
Antall mottatte tilbud: 1
Kilde: OJS 2016/S 220-402287 (2016-11-11)

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