Framework agreement - automatic self-services system for 1st and 2nd line internal support

Innovasjon Norge

The aim of the procurement is to cover the contracting authority's need for an automatic self-service system for 1st and 2nd line internal support, with the potential for adaptations and further development out to customers. The procurement shall strengthen and simplify support, take the strain off employees and obtain insight into technology that will be decisive to have in the future in order to deliver to customer groups.
Tenderers shall offer both a technical system for support /chatbot and personnel who can assist in the delivery of operational phase networks if the contracting authority has a need for assistance. This includes user support and training employees at the contracting authority.
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/78940995.aspx ]]. Then follow the instructions on the web page.

Frist

Fristen for mottak av tilbud var 2018-02-16. Anskaffelsen ble publisert 2018-01-10.

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2018-01-10 Kunngjøring av konkurranse
Kunngjøring av konkurranse (2018-01-10)
Gjenstand
Anskaffelsens omfang
Tittel: Communication and multimedia software package
Referansenummer: 2018/100309
Kort beskrivelse:
The aim of the procurement is to cover the contracting authority's need for an automatic self-service system for 1st and 2nd line internal support, with the potential for adaptations and further development out to customers. The procurement shall strengthen and simplify support, take the strain off employees and obtain insight into technology that will be decisive to have in the future in order to deliver to customer groups. Tenderers shall offer both a technical system for support /chatbot and personnel who can assist in the delivery of operational phase networks if the contracting authority has a need for assistance. This includes user support and training employees at the contracting authority. 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/78940995.aspx ]]. Then follow the instructions on the web page.
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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: Kommunikasjons- og multimediaprogramvare 📦
Tilleggs-CPV: Kommunikasjonsprogramvare 📦
Utførelsessted
NUTS-region: Norge 🏙️

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Offentligrettslig organ
Navn på tildelende myndighet: Innovasjon Norge
Postadresse: Akersgata 13
Postnummer: 0158
Poststed: Oslo
Kontakt
Internettadresse: https://permalink.mercell.com/78940995.aspx 🌏
E-post: anne-berit.ostby.urke@innovasjonnorge.no 📧
URL for dokumenter: https://permalink.mercell.com/78940995.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/78940995.aspx 🌏

Referanse
Datoer
Sendt dato: 2018-01-10 📅
Innleveringsfrist: 2018-02-16 📅
Publiseringsdato: 2018-01-12 📅
Startdato: 2018-04-02 📅
Sluttdato: 2020-04-01 📅
Identifikatorer
Kunngjøringsnummer: 2018/S 008-015074
OJ-S-utgave: 8

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The aim of the procurement is to cover the contracting authority's need for an automatic self-service system for 1st and 2nd line internal support, with the potential for adaptations and further development out to customers. The procurement shall strengthen and simplify support, take the strain off employees and obtain insight into technology that will be decisive to have in the future in order to deliver to customer groups.
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Tenderers shall offer both a technical system for support /chatbot and personnel who can assist in the delivery of operational phase networks if the contracting authority has a need for assistance. This includes user support and training employees at the contracting authority.
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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/78940995.aspx ]]. Then follow the instructions on the web page.
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The extent of the delivery comprises advice, development, training, delivery and technical operation of an automatic self-service system with artificial intelligence for 1st and 2nd line internal support, available 24/7. The self-service system must be able to be connected to a manned customer service when needed.
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The product must have a robust handling of both Norwegian and English and it must be able to understand and hold dialogues that the customer finds useful. The data aggregated in the system must be able to be extracted in machine readable, standardised form. The product must be delivered as a cloud service (SaaS /PaaS).
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It must be possible to connect programmatically with other systems via standardised APIs. It must also be easy to integrate the product with third party systems such as (but limited to): Skype, Skype for business, Microsoft Teams,Facebook Messenger, email, web, etc.
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It ought to be possible to log dialogues for changing /training on the system. Non-technical personnel must be able to handle such mechanisms for improving customer experience.
It is an advantage is access to the system administration can be federated with Azure Ad, or there is an API for adding and removing such user access.
The plan is to implement the system for external customers, so the system must support this. The primary target group in the first phase is all employees at the contracting authority. The target group in the next phase is all customers and other users of our digital services in Norway and abroad. The different user groups internally and externally must be seen to have separate needs and separate content and this divide must also be reflected in the system.
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Further information on the extent of the delivery and what will be emphasised will be in the tender documentation.
Beskrivelse av fornyelser: Can be renewed for 1 + 1 year.

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

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

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 986399445
Kontakt
Kontaktpunkt: Anne-Berit Østby Urke
Adresse til kjøperprofilen: http://www.innovasjonnorge.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/78940995.aspx 🌏
Navn på tildelende myndighet: Mercell Norge AS
Postadresse: Karihaugveien 89
Postnummer: 1086
E-post: support@mercell.com 📧

Utfyllende informasjon
Klageinstans
Navn: Klagenemda for offentlige anskaffelser
Poststed: Bergen
Land: Norge 🇳🇴
Kilde: OJS 2018/S 008-015074 (2018-01-10)
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