Call Centre Solution

Utdanningsdirektoratet

Kunnskapsdepartementet [the Ministry of Education and Research] has given Kompetanse Norge and Utdanningsdirektoratet [Competence Norway and the Norwegian Directorate of Education and Training] the task of developing public, quality-assured and free digital career guidance services. The purpose of the project is to develop a national digital career guidance service that provides career guidance and information that is accessible for the entire population. The aim of the advisory service is to contribute to adjustments in order to avoid the wrong choice and withdrawal and to better utilise the resources in society.
The project is divided into 4 lots, and lot B will establish technical solutions for the e-guide. Lot B will be managed by the Career Guidance Department of the Norwegian Directorate of Education and Training and is responsible for this procurement.

Frist

Fristen for mottak av tilbud var 2019-09-03. Anskaffelsen ble publisert 2019-06-28.

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2019-06-28 Kunngjøring av konkurranse
Kunngjøring av konkurranse (2019-06-28)
Gjenstand
Anskaffelsens omfang
Tittel: Communication software development services
Referansenummer: 2019/8195
Kort beskrivelse:
Kunnskapsdepartementet [the Ministry of Education and Research] has given Kompetanse Norge and Utdanningsdirektoratet [Competence Norway and the Norwegian Directorate of Education and Training] the task of developing public, quality-assured and free digital career guidance services. The purpose of the project is to develop a national digital career guidance service that provides career guidance and information that is accessible for the entire population. The aim of the advisory service is to contribute to adjustments in order to avoid the wrong choice and withdrawal and to better utilise the resources in society. The project is divided into 4 lots, and lot B will establish technical solutions for the e-guide. Lot B will be managed by the Career Guidance Department of the Norwegian Directorate of Education and Training and is responsible for this procurement.
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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: Utviklingstjenester relatert til Kommunikasjonsprogramvare 📦
Tilleggs-CPV: Kommunikasjonsprogramvare 📦
Utførelsessted
NUTS-region: Norge 🏙️

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: Utdanningsdirektoratet
Postadresse: Schweigaardsgate 15b
Postnummer: 0135
Poststed: Oslo
Kontakt
Internettadresse: https://permalink.mercell.com/109256199.aspx 🌏
E-post: mads.aure@utdanningsdirektoratet.no 📧
Telefon: +47 23301370 📞
URL for dokumenter: https://permalink.mercell.com/109256199.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/109256199.aspx 🌏

Referanse
Datoer
Sendt dato: 2019-06-28 📅
Innleveringsfrist: 2019-09-03 📅
Publiseringsdato: 2019-07-02 📅
Startdato: 2019-10-11 📅
Sluttdato: 2021-10-11 📅
Identifikatorer
Kunngjøringsnummer: 2019/S 125-307168
OJ-S-utgave: 125

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
Kunnskapsdepartementet [the Ministry of Education and Research] has given Kompetanse Norge and Utdanningsdirektoratet [Competence Norway and the Norwegian Directorate of Education and Training] the task of developing public, quality-assured and free digital career guidance services. The purpose of the project is to develop a national digital career guidance service that provides career guidance and information that is accessible for the entire population. The aim of the advisory service is to contribute to adjustments in order to avoid the wrong choice and withdrawal and to better utilise the resources in society.
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The project is divided into 4 lots, and lot B will establish technical solutions for the e-guide. Lot B will be managed by the Career Guidance Department of the Norwegian Directorate of Education and Training and is responsible for this procurement.
The project is divided into 4 lots, and Lot B will establish technical solutions for the e-advisory service. Lot B will be managed by the Career Guidance Department of the Norwegian Directorate of Education and Training and is responsible for this procurement.
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The career guidance service must have e-guidance, that will be offered via chat, telephone and email. For this procurement we will put in a place such a call centre solution (chat, telephone and email) and a knowledge sharing arena for the career counsellors that will work with the solution. The call centre solution is required to be delivered complete from 1 supplier, but the supplier can utilise subcontractors for the part of the technical solution delivery concerning the knowledge sharing arena.
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The current schedule for the project involves work with technical solutions (adaptations, integrations, user-testing, training, fault correction, test launching and the like) will take place from circa December 2019 and until June 2020. A soft launch is planned for June 2020, and a major, public launch of the e-advisory service is planned for 1.9.2020. The procurement includes start-up work, launching and operating during the first year of operation after launching. We want to have an option for 2 years + 2 years with operation of the solution and in addition an option for any up-scaling and/or further development of the service within the contract period.
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Beskrivelse av fornyelser:
The Norwegian Directorate for education and training/competence…
… Norway will have the opportunity to trigger an option regarding extension of parts of the assignment in 2 rounds, each time for a duration of 2 years, in addition to the original contract duration of 2 years.
… Norway's triggering of options is subjected to political decisions.
Beskrivelse av opsjoner:
Option 1:
The Norwegian Directorate for education and training/competence Norway will have the opportunity to trigger an option regarding extension of parts of the assignment in 2 rounds, each time for a duration of 2 years, in addition to the original contract duration of 2 years. Parts of the assignment means further operation of the service that will be developed for launching. The Norwegian Directorate of education and training/competence Norway will decide whether trigger by 1.9.2021 and 1.9.2023. If the options are not triggered they lapse. Stipulated value is approx. 2 000 000 NOK per 2 year period.
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Option 2:
The Norwegian Directorate for Education and Training/Competence Norway will have the opportunity to trigger an option concerning further development of the first delivery. The Norwegian Directorate for education and training/competence Norway will decide if the option is triggered continuously during the contract period.
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Option 3:
The Norwegian Directorate for education and competence/competence Norway will have the opportunity to trigger an option to up scale the e-advisory service with multiple e-advisor/agent licenses during the at an any given time applicable contract period. Cost per license-agent must be completed in the attached price form. Any other operational costs must be disclosed.
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The Norwegian Directorate for education and training/competence Norway's triggering of options is subjected to political decisions.

Prosedyre
Rettslig grunnlag: 32014L0024
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 2019-12-03 📅
Dato for åpning av tilbud: 2019-09-03 📅
Tidspunkt for åpning av tilbud: 12:00

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 970018131
Kontakt
Kontaktpunkt: Mads Aure
Adresse til kjøperprofilen: http://www.udir.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/109256199.aspx 🌏

Utfyllende informasjon
Klageinstans
Navn: Kofa
Poststed: Bergen
Land: Norge 🇳🇴
Kilde: OJS 2019/S 125-307168 (2019-06-28)
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