SaaS delivery of a contact centre, staffing and switchboard system

Skatteetaten [The Norwegian Tax Administration]

The contracting authority needs access to a system consisting of 1 or several underlying components, which shall include the functionality required for:
— the execution of classical core assignments for a contact centre, primarily replying to external enquiries via various channels, e.g. telephone, chat and email, as well as associated traffic management in the contact centre based on historical and real time data.
— staffing planning for the contact centre, typical duty planning and follow-up based on historical and real time data, as well as
— execution of classical core assignments for a switchboard, including the receipt and routing of incoming telephone calls.
A continual service contract shall be signed, which ensures the contracting authority access to a software service with associated services, which together, cover the above mentioned needs. Note, however, that the last bullet point will be an option in the terms for the coming contract.

Frist

Fristen for mottak av tilbud var 2016-12-15. Anskaffelsen ble publisert 2016-11-10.

Hvem?

• Skatteetaten [The Norwegian Tax Administration]

Hva?

Hvor?

• Norge

Anskaffelseshistorikk

Dato	Dokument
2016-11-10	Kunngjøring av konkurranse
2016-11-12	Tilleggsinformasjon

Kunngjøring av konkurranse (2016-11-10)
Gjenstand
Anskaffelsens omfang
Tittel: IT services: consulting, software development, Internet and support
Antall eller omfang:

The contract's total value is estimated, without obligation, to be between 50 — 150 000 000 NOK, calculated over a 7 year period.50 000 000150 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: 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: Skatteetaten [The Norwegian Tax Administration]
Postadresse: Postboks 9200 Grønland
Postnummer: 0134
Poststed: Oslo
Kontakt
Internettadresse: http://www.skatteetaten.no 🌏
E-post: ikt.2017@skatteetaten.no 📧
Faks: +47 22077108 📠

Referanse
Datoer
Sendt dato: 2016-11-10 📅
Innleveringsfrist: 2016-12-15 📅
Publiseringsdato: 2016-11-12 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 219-400506
OJ-S-utgave: 219
Tilleggsinformasjon
Visma notice: https://opic.com/id/afzakfdgll

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

The contracting authority needs access to a system consisting of 1 or several underlying components, which shall include the functionality required for:

— the execution of classical core assignments for a contact centre, primarily replying to external enquiries via various channels, e.g. telephone, chat and email, as well as associated traffic management in the contact centre based on historical and real time data.

— staffing planning for the contact centre, typical duty planning and follow-up based on historical and real time data, as well as

— execution of classical core assignments for a switchboard, including the receipt and routing of incoming telephone calls.

A continual service contract shall be signed, which ensures the contracting authority access to a software service with associated services, which together, cover the above mentioned needs. Note, however, that the last bullet point will be an option in the terms for the coming contract.

Antall eller omfang:

The contract's total value is estimated, without obligation, to be between 50 — 150 000 000 NOK, calculated over a 7 year period.

Estimert verdi eksklusive mva: 50 000 000 💰
150 000 000 💰
Beskrivelse av opsjoner:

The service contract shall first be signed for a 3 year period, after which the contracting authority shall have an option for an extension of 2 years at a time, up to a total limit of 2 extensions. The maximum duration of the contract is therefore 7 years. The service contract will also include various other options, including options for functional expansions of the service, c.f. amongst other things, the sentence in the second section of the qualification documentation point 1.2.

Varighet: 84 måneder
Referansenummer: 20160023
Utførelsessted
Hovedsted eller utførelsessted: Norway.

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

Qualification Requirement:

The tenderer must be a legally established company.

Documentation requirement:

— Norwegian tenderers shall submit a company registration certificate.

— Foreign companies must submit documentation that demonstrates the tenderer is registered in a trade index or professional register or business register as prescribed in legislation in the country where the tenderer is established.

Økonomisk og finansiell stilling:

Qualification Requirement:

Tenderers shall have adequate solidity.

Documentation requirement:

— Credit rating, not older than one year calculated from the deadline for receipt of tenders. The rating shall be based on the latest known accounting figures.

— If a tenderer will use another company to fulfil the this qualification requirements, a credit rating must also be presented for such companies. The above mentioned credit rating shall fulfil the requirements in the above section. Furthermore, interested parties must document to the contracting authority that they can use the relevant and necessary resources at the company, for example, by enclosing a binding statement.

Note that the contracting authority also requires that tenderers have their tax, payroll tax and VAT payments in order, c.f. the qualification documentation point 2.1. The following documentation requirement applies for the latter qualification requirement:

— Norwegian tenderers shall submit a certificate, either from the tax collector or the Norwegian Tax Authority, which states the extent of any tax, employer contribution and VAT payment arrears.

— Foreign tenderers shall submit an equivalent certificate from authorities equivalent to the Norwegian authorities.

— The certificate must not be older than 6 months, calculated from the deadline for receipt of the tender. Any arrears and other notes must be explained.

Minste nivå(er) av standarder:

— Tenderers shall have adequate solidity.

— Tenderers shall have their tax, employer contribution and VAT payments in order.

Teknisk og faglig kapasitet:

Qualification Requirement:

During the last 3 years tenderers shall have:

— delivered a system or provided a software service to at least 1 external customer, this system of service provision shall:

a) include the functionality described in the first bullet point in point 1.2 in the qualification documentation,

b) handled a minimum of 50 simultaneous agents, and

c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming;

— delivered a system or provided a software service to at least one external customer, this system or service shall include the functionality described in the second bullet point in 1.2 in the qualification documentation; and

a) include the functionality described in the third bullet point in point 1.2 in the qualification documentation,

If a system or software service has been delivered in accordance with each hyphenated point above to more than 1 external customer, this will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.2 in the qualification documentation.

Emphasis is put on the fact that the terms in each hyphenated point shall be read in isolation from the other 2 hyphenated points. Tenderers, thus, need not have delivered a system or provided a software service to the same customer that covers all 3 hyphenated points. To the degree that this has however been done, it will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.3 in the qualification documentation.

Documentation requirement:

Tenderers shall enclose an account that proves that the company in question fulfils all the elements in the qualification requirement. The account shall, at a minimum, include a description the contractual relationship(s) that the tenderer is or has been a party to, which proves fulfilment of the qualification requirement, including information on:

— each contractual relationship's nature and extent, including a statement of the hyphenated point(s) in the requirement text in point 2.4 in the qualification documentation that each contractual relationship covers,

— each contractual relationship's value and length,

— the date each contractual relationship was established,

— the name of the public or private contracting party in each contractual relationship, as well as

— the name, telephone number and email address of a contact person at each contracting party.

If the interested party shall rely on sub-contractors for the fulfilment of the current qualification requirement, the interested party must otherwise demonstrate to the Contracting Authority that the interested party can use the sub-contractor's relevant and necessary resources for the current procurement, for example, by submitting a commitment statement.

Minste nivå(er) av standarder: See the qualification requirement.
Kontraktutførelse
Innskudd og garantier som kreves: Will be in the coming tender documentation.
Hovedfinansieringsvilkår og betalingsordninger og/eller henvisning til relevante bestemmelser som regulerer dem: Will be in the coming tender documentation.
Juridisk form som skal antas av gruppen av økonomiske operatører som kontrakten skal tildeles til: Will be in the coming tender documentation.
Andre særlige vilkår: Will be in the coming tender documentation.

Prosedyre
Forventet antall kandidater: 7
Objektive utvelgelseskriterier:

The following selection criterium, Selection Criterium #1, is given an evaluation weighting of 30 percent, whilst the next selection criterium, Selection Criterium #2, is given an evaluation weighting of 70 percent. The qualified tenderer who, to the greatest degree, fulfils each selection criterium, will be given 10 points in relation to the actual selection criterium, whilst the other qualified tenderers will be given points according to a proportional method. The 7 qualified tenderers who, after the achieved, weighted points from the 2 selection criteria have been summed up, have the highest number of points, will be invited to participate in the competition.

Selection criterium #1:

To what extent the tenderer has, in the last 3 years, delivered a system or provided a software service as described in each of the 3 hyphenated points in the requirement text in point 2.4 to more than 1 external customer.

The contracting authority will count per mentioned hyphenated point in the evaluation. If, for example, a system was delivered or a software service was provided to one and the same external customer that covers 2 of the hyphenated points, then in relation to only 1 of the hyphenated points, such a delivery or service will count twice in the evaluation. Equivalently, if, for example, a system is delivered or a software service is provided to 1 and the same external customer that covers all 3 hyphenated points, such a delivery or service will count 3 times as much as a delivery or service that only covers one hyphenated point. Deliveries or services that fall within the previous sentence will, in addition, be credited in accordance with Selection Criterium #2, c.f. point 3.3. in the qualification documentation.

Documentation requirement:

Fulfilment of Selection Criterium #1 must be documented by a reply that the tenderer shall prepare for qualification requirement point 2.4 in the qualification documentation.

Selection Criterium #2:

The degree to which a tenderer has, in the last 3 years, delivered a system or provided a software service to 1 and the same external customer that covers all 3 hyphenated points in the requirement text in point 2.4 in the qualification documentation.

Fulfilment of Selection Criterium #2 must be documented by a reply that the tenderer shall prepare for qualification requirement point 2.4 in the qualification documentation.

Dato for utsendelse av invitasjoner: 2017-01-12 📅
Språk
Andre språk: Norwegian.

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 974 761 076
Kontakt
Kontaktpunkt: Procurements
URL for deltakelse: https://tendsign.no/doc.aspx?UniqueId=afzakfdgll&GoTo=Tender 🌏
Navn: TendSign
URL for ytterligere informasjon: https://tendsign.no/doc.aspx?UniqueId=afzakfdgll&GoTo=QA 🌏
URL for dokumenter: https://tendsign.no/doc.aspx?UniqueId=afzakfdgll&GoTo=Docs 🌏

Referanse
Identifikatorer
Referansenummer tildelt av oppdragsgiver: 20160023
Kilde: OJS 2016/S 219-400506 (2016-11-10)

Tilleggsinformasjon (2016-11-12)
Gjenstand
Metadata for kunngjøring
Dokumenttype: Tilleggsinformasjon

Referanse
Datoer
Sendt dato: 2016-11-12 📅
Publiseringsdato: 2016-11-16 📅
Identifikatorer
Kunngjøringsnummer: 2016/S 221-403869
Refererer til kunngjøring: 2016/S 219-400506
OJ-S-utgave: 221
Kilde: OJS 2016/S 221-403869 (2016-11-12)

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