Assistance to Customer Service Centre

Statens Pensjonskasse

Through this procurement, SPK shall acquire a long term collaborating partner for the management of enquiries to the customer service centre. The solution shall relieve SPK's own customer service centre and ensure sufficient capacity as needed.
The agreement shall cover SPK's need for assistance in the management of enquiries to the customer service centre.
The enquiries will initially be via telephone, but the assistance can be expanded to include other channels such as email and chat.
The Contracting Authority uses Mercell Sourcing Service. To express your interest and gain access to any documents, please click on the link below or copy and paste the link into your browser. [[https://permalink.mercell.com/70194334.aspx]]. Then follow the instructions on the website.

Frist

Fristen for mottak av tilbud var 2017-08-21. Anskaffelsen ble publisert 2017-07-07.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2017-07-07 Kunngjøring av konkurranse
2017-12-04 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2017-07-07)
Gjenstand
Anskaffelsens omfang
Tittel: Telephone switchboard services
Referansenummer: 17/003657
Kort beskrivelse:
Through this procurement, SPK shall acquire a long term collaborating partner for the management of enquiries to the customer service centre. The solution shall relieve SPK's own customer service centre and ensure sufficient capacity as needed. The agreement shall cover SPK's need for assistance in the management of enquiries to the customer service centre. The enquiries will initially be via telephone, but the assistance can be expanded to include other channels such as email and chat. The Contracting Authority uses Mercell Sourcing Service. To express your interest and gain access to any documents, please click on the link below or copy and paste the link into your browser. [[https://permalink.mercell.com/70194334.aspx]]. Then follow the instructions on the website.
Vis mer
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 📦
Tilleggs-CPV: Callsenter 📦
Utførelsessted
NUTS-region: Oslo 🏙️

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: Statens pensjonskasse
Postadresse: Postboks 10 Skøyen
Postnummer: 0212
Poststed: Oslo
Kontakt
Internettadresse: http://permalink.mercell.com/70194334.aspx 🌏
E-post: stig.garcia@spk.no 📧
URL for dokumenter: http://permalink.mercell.com/70194334.aspx 🌏
URL for deltakelse: http://permalink.mercell.com/70194334.aspx 🌏

Referanse
Datoer
Sendt dato: 2017-07-07 📅
Innleveringsfrist: 2017-08-21 📅
Publiseringsdato: 2017-07-11 📅
Identifikatorer
Kunngjøringsnummer: 2017/S 130-267072
OJ-S-utgave: 130

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
Through this procurement, SPK shall acquire a long term collaborating partner for the management of enquiries to the customer service centre. The solution shall relieve SPK's own customer service centre and ensure sufficient capacity as needed.
The agreement shall cover SPK's need for assistance in the management of enquiries to the customer service centre.
The enquiries will initially be via telephone, but the assistance can be expanded to include other channels such as email and chat.
The Contracting Authority uses Mercell Sourcing Service. To express your interest and gain access to any documents, please click on the link below or copy and paste the link into your browser. [[https://permalink.mercell.com/70194334.aspx]]. Then follow the instructions on the website.
Vis mer
Estimert totalverdi: 8 000 000 NOK 💰
Kort beskrivelse:
At the beginning of the agreement it is desirable to purchase assistance equivalent to four man-labour years per year, which is equivalent to approx. 2 000 000 NOK annually. If SPK considers it to be appropriate, during the agreement period it may be relevant to outsource large parts of the customer service. The scope can then be up to 30 man-labour years, based on the current staffing at the customer service centre. This is equivalent to an annual economic scope of up to 15 000 000 NOK. Should there be a need for further staffing increases according to the prevailing traffic volume, the agreement will also allow for this.
Vis mer
See the Requirement Specifications, part 2 Annex 1, for further information on the scope and content of the procurement.
Submitting tenders.
Both participation enquiries and tender offers shall be delivered electronically via the Mercell portal, www.mercell.no. Enquiries or tender offers delivered in other ways will be rejected.
If the tenderer does not use Mercell, or has questions related to functionality in the system, or how to submit tender offers, please contact Mercell Support: support@mercell.com Telephone no.: +47 21 01 88 60.
SPK suggests that both participation enquiries and tender offers are delivered well before the expiry of the deadline. If additional information should arise that leads to the tenderer wishing to change their tender offer prior to the expiry of the deadline, the tenderer can go in and open the tender offer, make any changes and resubmit right up until the tender deadline expires. The last submitted tender will be considered the tender of record.
Vis mer
All written and verbal communication in connection with this competition shall take place in Norwegian. The language requirement also applies to the tender offer.
Estimert verdi eksklusive mva: 8 000 000 NOK 💰
Varighet: 6 måneder
Beskrivelse av fornyelser: Two years + one year + one year + one year + one year.
Beskrivelse av opsjoner:
At the beginning of the agreement it is desirable to purchase assistance equivalent to four man-labour years per year, which is equivalent to approx. 2 000 000 NOK per year. Based on the results for assistance, SPK may during the term of the agreement increase the scope of assistance. SPK retains the right to purchase unlimited amounts of assistance to the customer service centre on this agreement. In practice, this can mean up to 30 man-labour years. This is the prevailing scope of the customer service centre, but but does not create any limit for call-offs on the agreement.
Vis mer

Prosedyre
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 6 måneder

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 982583462
Kontakt
Kontaktpunkt: Stig Morten Garcia
Adresse til kjøperprofilen: http://www.spk.no/ 🌏
URL for dokumenter: http://permalink.mercell.com/70194334.aspx 🌏
Navn på tildelende myndighet: Mercell Norge AS
Postadresse: Karihaugveien 89
Postnummer: 1086
E-post: support@mercell.com 📧
Land: Oslo 🏙️
Adresse til kjøperprofilen: https://www.spk.no/ 🌏

Utfyllende informasjon
Klageinstans
Navn: Klagenemnda for offentlige anskaffelser
Postadresse: Postboks 439 Sentrum
Poststed: Bergen
Postnummer: 5805
Land: Norge 🇳🇴
Telefon: +47 55597500 📞
E-post: post@kofa.no 📧
Faks: +47 55597599 📠
Internettadresse: http://www.kofa.no/ 🌏
Tjeneste hvor informasjon om klageprosedyren kan innhentes
Samme som: Klageinstans
Kilde: OJS 2017/S 130-267072 (2017-07-07)
Kunngjøring om tildeling av kontrakt (2017-12-04)
Gjenstand
Anskaffelsens omfang
Tittel: Call centre
Kort beskrivelse:
Through this procurement, SPK shall acquire a long-term collaborating partner for the management of inquiries to the customer service center. The solution shall relieve SPK’s own customer service center and ensure sufficient capacity as needed. The agreement shall cover SPK’s need for assistance in the management of inquiries to the customer service center. The inquiries will initially be via telephone, but the assistance can be expanded to include other channels such as email and chat.
Vis mer
Totalverdi for anskaffelsen: 9 240 438 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt
Felles innkjøpsordliste (CPV)
Kode: Callsenter 📦

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2017-12-04 📅
Publiseringsdato: 2017-12-08 📅
Identifikatorer
Kunngjøringsnummer: 2017/S 236-491683
Refererer til kunngjøring: 2017/S 130-267072
OJ-S-utgave: 236

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
Through this procurement, SPK shall acquire a long-term collaborating partner for the management of inquiries to the customer service center. The solution shall relieve SPK’s own customer service center and ensure sufficient capacity as needed.
The agreement shall cover SPK’s need for assistance in the management of inquiries to the customer service center. The inquiries will initially be via telephone, but the assistance can be expanded to include other channels such as email and chat.
At the beginning of the agreement, it is desirable to purchase assistance equivalent to four men labor years per year, which is equivalent to approx. NOK 2 million annually. If SPK considers it to be appropriate, during the agreement period it may be relevant to outsource large parts of the customer service.
Vis mer
The scope can then be up to 30 men labor years, based on the current staffing at the customer service center. This is equivalent to an annual economic scope of up to NOK 15 million. Should there be a need for further staffing increases according to the prevailing traffic volume, the agreement will also allow for this. See the Requirement Specifications, part 2 Annex 1, for further information on the scope and content of the procurement.
Vis mer
Beskrivelse av opsjoner:
At the beginning of the contract, it is desirable to purchase assistance equivalent to four men labor years per year, which is equivalent to approx. NOK 2 million.
Per annum. If SPK considers it to be appropriate, during the contract period, it may be relevant to outsource large parts of.
The customer service. The scope can then be up to 30 men labor years, based on the current staffing at the customer service center.

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): Suggested solutions
Kvalitetskriterium (vekting): 60 %
Kostnadskriterium: Costs
Vekting av kostnad: 40 %

Tildeling av kontrakt
Dato for kontraktinngåelse: 2017-11-13 📅
Kilde: OJS 2017/S 236-491683 (2017-12-04)
Nye anskaffelser i relaterte kategorier 🆕
Relaterte søk 🔍
Produkter/tjenester:
Post- og telekommunikasjonstjenester Telekommunikasjonstjenester Telefon- og dataoverføringstjenester Tjenester tilknyttet lukkede... Sentralbordtjenester Forretningstjenester: lov, reklame,... Kontorstøttetjenester Telefonsvarertjenester Callsenter Rekrutteringstjenester