New system for customer enquiries

Bærum kommune

The objective of this procurement is to replace the current system for handling customer enquiries, at the same time as allowing for expansion of future solutions to be able to include multiple disciplines.
In 2017 the contracting authority established a service centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, Procurements and accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Puresevice, that was supposed to cover the need for case follow up in a start-up period.
The current contract expires 31.12.2018.

Frist

Fristen for mottak av tilbud var 2018-04-27. Anskaffelsen ble publisert 2018-03-26.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2018-03-26 Kunngjøring av konkurranse
2018-07-03 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2018-03-26)
Gjenstand
Anskaffelsens omfang
Tittel: Information technology services
Referansenummer: 18/7319
Kort beskrivelse:
The objective of this procurement is to replace the current system for handling customer enquiries, at the same time as allowing for expansion of future solutions to be able to include multiple disciplines. In 2017 the contracting authority established a service centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, Procurements and accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Puresevice, that was supposed to cover the need for case follow up in a start-up period. The current contract expires 31.12.2018.
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Metadata for kunngjøring
Originalspråk: engelsk 🗣️
Dokumenttype: Kunngjøring av konkurranse
Kontraktens art: Tjenester
Forskrift: Det europeiske økonomiske samarbeidsområdet (EØS)
Felles innkjøpsordliste (CPV)
Kode: IT-tjenester 📦
Tilleggs-CPV: Kundetjenester 📦
Utførelsessted
NUTS-region: Akershus 🏙️

Prosedyre
Prosedyretype: Åpen anbudskonkurranse
Tilbudstype: Innlevering for alle delkontrakter
Tildelingskriterier
Det mest økonomisk fordelaktige tilbudet

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Regionalt eller lokalt byrå/kontor
Navn på tildelende myndighet: Bærum kommune
Postadresse: Arnold Haukelands plass 10
Postnummer: 1304
Poststed: Sandvika
Kontakt
Internettadresse: http://www.baerum.kommune.no 🌏
E-post: tone.vingen@baerum.kommune.no 📧
Telefon: +47 48294194 📞
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=208113&B=KGVLIGHT 🌏
URL for deltakelse: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=208113&B=KGVLIGHT 🌏

Referanse
Datoer
Sendt dato: 2018-03-26 📅
Innleveringsfrist: 2018-04-27 📅
Publiseringsdato: 2018-03-27 📅
Identifikatorer
Kunngjøringsnummer: 2018/S 060-133925
OJ-S-utgave: 60

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The objective of this procurement is to replace the current system for handling customer enquiries, at the same time as allowing for expansion of future solutions to be able to include multiple disciplines.
In 2017 the contracting authority established a service centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, Procurements and accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Puresevice, that was supposed to cover the need for case follow up in a start-up period.
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The current contract expires 31.12.2018.
Estimert totalverdi: 6 800 000 NOK 💰
Kort beskrivelse:
In 2017 the contracting authority established a service centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, procurements and accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Puresevice, that was supposed to cover the need for case follow up in a start-up period.
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Estimert verdi eksklusive mva: 6 800 000 NOK 💰
Varighet: 96 måneder
Beskrivelse av fornyelser:
The contract duration is 3 years with an option on 1 year + 1 year + 1 year + 1 year + 1 year.
Beskrivelse av opsjoner:
The contracting authority also wants an option to expand the system to include a further 100 case handlers. The expansion concerns preferably areas such as property operation, management organisations for professional systems and the IT department (DigIT).
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The subject areas supported by own systems. Advanced integration with multiple of these may be relevant.
In addition, an option has been defined for Chatbot. It is regardless desirable to have support for this but the contracting authority is also open to this being part of the delivery.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
Requirement 1 – Tax certificates.
The tenderer's tax and VAT payments shall be in order.
Documentation:
Tax and VAT certificates.
A certificate for tax and VAT issued by either the local tax office or the tax collection office where the tenderer's head office is located. The certificate can be obtained from Altinn.no. The certificates shall not be older than 6 months, from the tender deadline.
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Norwegian tenderers who are not subject to VAT must provide confirmation of this from the national tax board.
Foreign tenderers must provide certificates from equivalent authorities to the Norwegian authorities.
Requirement 2 — Company registration certificate.
The tenderer shall be a legally established company.
Norwegian tenderers: Company registration certificate.
Foreign companies: Verification that the company is registered in a trade or business register as prescribed by the law of the country where the tenderer is established.
Økonomisk og finansiell stilling:
Requirement 3 — Economy.
The tenderer is required to be financially solvent, which gives the contracting authority the security that the tenderer will be financially viable throughout the period of the agreement.
A creditworthiness of A (creditworthy) is required to be eligible for this competition. Tenderers with a lower rating will be rejected.
Documentation:
Extended credit rating /report, not older than three months, from a publicly certified credit company, which includes a credit rating of the tenderer - typically given by a letter or a short text, as well as an explanation of this. The report shall be based on the last known accounting figures. The date must be clear.
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Companies without sufficient credit rating, newly started companies with a credit rating of AN, individual foreign companies or companies without reporting obligation to the Brønnøysund Register centre will not always be able to document that the requirement is met. In such instances, they will be able to compensate with a satisfactory credit rating which provides an equivalent security for implementation ability. These alternative documents must be included with the tender.
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If the tenderer has valid reasons for not being able to provide the documentation requested by the contracting authority, the tenderer can prove the economic and financial position with any other document that the contracting authority deems suitable.
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Teknisk og faglig kapasitet:
Requirement 4 — Capacity /implementation ability.
Tenderers are required to have sufficient competence and capacity to implement the contract.
Documentation:
A brief statement of the tenderer's average workforce and the number of employees in the administrative management in the last 3 years.
Requirement 5 — Experience.
Good and relevant experience is required from equivalent assignments.
Equivalent assignments means deliveries of equivalent cloud solutions to organisations of equivalent size, and where the tenderer has undertaken advanced integration with one or more of the Customer’s professional systems.
“Advanced” means integration beyond that to support inquiry. The integrations shall include updating to/from other professional systems.
See illustration in Annex 1, point 8 Integration standard.
Tenderers shall enclose a brief description of the 3 most relevant, important deliveries or services carried out during the last 3 years. The descriptions shall include information about the value, dates, and name of the public or private recipient with contact information for any reference collection.
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Relevant integrations shall be described.

Prosedyre
Tidspunkt for mottak av tilbud: 10:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Dato for åpning av tilbud: 2018-04-27 📅
Tidspunkt for åpning av tilbud: 10:00

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 935 478 715
Kontakt
Kontaktpunkt: Tone Vingen
Internettadresse: www.baerum.kommune.no 🌏
Adresse til kjøperprofilen: https://eu.eu-supply.com/ctm/Company/CompanyInformation/Index/244059 🌏
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=208113&B=KGVLIGHT 🌏

Utfyllende informasjon
Klageinstans
Navn: Bærum kommune
Poststed: Sandvika
Land: Norge 🇳🇴
Kilde: OJS 2018/S 060-133925 (2018-03-26)
Kunngjøring om tildeling av kontrakt (2018-07-03)
Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The objective of this procurement is to replace the current system for handling customer enquiries, at the same time as allowing for expansion of future solutions to be able to include multiple disciplines. In 2017 the contracting authority established a Service Centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, Procurements and Accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Pureservice, that was supposed to cover the need for case follow up in a start-up period. The current contract expires 31.12.2018.
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Totalverdi for anskaffelsen: 1 900 000 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Oppdragsgiver
Identitet
Type tildelende myndighet: Regional eller lokal myndighet

Referanse
Datoer
Sendt dato: 2018-07-03 📅
Publiseringsdato: 2018-07-06 📅
Identifikatorer
Kunngjøringsnummer: 2018/S 128-293156
Refererer til kunngjøring: 2018/S 060-133925
OJ-S-utgave: 128

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
In 2017 the contracting authority established a Service Centre with the purpose of assisting and supporting managers and employees in Bærum kommune regarding administrative oriented enquiries in the disciplines of Wages, HR, Procurements and Accounts. To handle the customer enquiries in the new service unit, in 2017 a service management system was procured, Pureservice, that was supposed to cover the need for case follow up in a start-up period.
Vis mer

Prosedyre
Tildelingskriterier
Kostnadskriterium (navn): Quality
Kostnadskriterium (vekting): 70
Kostnadskriterium (navn): Price
Kostnadskriterium (vekting): 30

Tildeling av kontrakt
Dato for kontraktinngåelse: 2018-06-22 📅
Navn: Manag-E Norge AS
Nasjonalt registreringsnummer: 893 278 222
Postadresse: Skysstasjon 11 B
Poststed: Asker
Postnummer: 1383
Land: Norge 🇳🇴
E-post: rolf.frydenberg@managenordic.no 📧
Land: Akershus 🏙️
Totalverdi for anskaffelsen: 1 900 000 NOK 💰
Informasjon om tilbud
Antall mottatte tilbud: 7

Utfyllende informasjon
Klageinstans
Postadresse: Postboks 700
Postnummer: 1304
Kilde: OJS 2018/S 128-293156 (2018-07-03)
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