Framework Agreement for a Cloud Based Contact Centre System — Qualification

Norsk Helsenett SF

A framework agreement will be signed with a tenderer for a cloud based contact centre system for 4 years from when the contract is signed.
At the same time that the framework agreement is signed, the Directorate of Health will make the first call-off for a cloud based contact centre system on behalf of Helfo, based on SSA-L.
Click here https://permalink.mercell.com/129479355.aspx

Frist

Fristen for mottak av tilbud var 2020-06-17. Anskaffelsen ble publisert 2020-05-12.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2020-05-12 Kunngjøring av konkurranse
2020-12-15 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2020-05-12)
Gjenstand
Anskaffelsens omfang
Tittel: Communication software development services
Referansenummer: 19/02116
Kort beskrivelse:
A framework agreement will be signed with a tenderer for a cloud based contact centre system for 4 years from when the contract is signed. At the same time that the framework agreement is signed, the Directorate of Health will make the first call-off for a cloud based contact centre system on behalf of Helfo, based on SSA-L. Click here https://permalink.mercell.com/129479355.aspx
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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: Programvare for kommunikasjonsservere 📦
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: Nasjonalt eller føderalt byrå/kontor
Navn på tildelende myndighet: Norsk Helsenett SF
Postadresse: Abels gate 9
Postnummer: 7030
Poststed: Trondheim
Kontakt
Internettadresse: https://permalink.mercell.com/129479355.aspx 🌏
E-post: bendik.noraberg@nhn.no 📧
URL for dokumenter: https://permalink.mercell.com/129479355.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/129479355.aspx 🌏

Referanse
Datoer
Sendt dato: 2020-05-12 📅
Innleveringsfrist: 2020-06-17 📅
Publiseringsdato: 2020-05-14 📅
Identifikatorer
Kunngjøringsnummer: 2020/S 094-225642
OJ-S-utgave: 94

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
A framework agreement will be signed with a tenderer for a cloud based contact centre system for 4 years from when the contract is signed.
At the same time that the framework agreement is signed, the Directorate of Health will make the first call-off for a cloud based contact centre system on behalf of Helfo, based on SSA-L.
Estimert totalverdi: 15 000 000 NOK 💰
Kort beskrivelse:
The procurement consists of the following:
— framework agreement for a cloud based contact centre system that includes right of use, maintenance and operation for 14 entities in health management, as described in the contest terms, chapter 1.2,
— the framework agreement duration will be 4 years,
— NHN will be the contract party for the framework agreement,
— the Directorate of Health will be the first entity to make a call-off on the framework agreement on behalf of Helfo.
Estimert verdi eksklusive mva: 15 000 000 NOK 💰
Varighet: 48 måneder

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
K1 — tenderers must be a legally registered company.
Documentation requirement: Company registration certificate or equivalent documentation showing that the tenderer is registered in a register of business enterprises, a professional register or a trade register in their homeland.
Økonomisk og finansiell stilling:
K2 — tenderers must have adequate economic and financial capacity to fulfil their obligations under the contract.
Minste nivå(er) av standarder:
The economic and financial standing must be documented with the following information.
(a) the last approved annual accounts with the annual report and the auditor's report;
(b) a solidity rating from a company with a licence to operate as a credit information company. The rating must not be older than 3 months from the deadline for receipt of tenders. It must be based on the last approved accounting figures and ought to report on the credit worthiness and degree of bankruptcy risk (bankruptcy prediction).
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Teknisk og faglig kapasitet:
K3 — tenderers must have good competence and capacity for the delivery and further development of a cloud based contact centre system.
K4 — tenderers must have experience from the delivery, operation and maintenance of a contact centre system as a cloud based service.
K5 — tenderers must have established satisfactory methods for information security.
K6 — Tenderers must have established satisfactory quality management systems.
K7 — Tenderers must have established satisfactory quality assurance systems.
Minste nivå(er) av standarder:
K3 — tenderers' organisational and technical capacity must be documented with the following information:
(a) a description of the tenderer's organisation relevant for this delivery, as well as the management's relevant qualifications;
(b) A description of the total competence and capacity that the tenderer has available for the establishment, delivery, operation, maintenance, and further development of a contact centre system as a service. Tenderers are asked to present an overview of the number of resources that are available, with a statement of relevant education and certificates, as well as the resources' experience with relevant systems;
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(c) there must be a specification of which resources (the number of employees as well as a statement of relevant competence/experience) belong to the tenderer and which belong to other companies.
K4 — a description of the most important deliveries (preferably from public administration/the health sector) in the last 3 years that are relevant and comparable to the current procurement. The documentation for each delivery must state:
(a) the customer's name and contact information;
(b) a detailed description of the delivery, including the scope, value and duration. It must be clear that the delivery was a cloud based service, and information must be given on the characteristics of the customer/delivery, such as the number of locations and number of users;
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(c) a brief description on why the tenderer considers the reference relevant for this contract;
(d) information on the extent to which executing key personnel for the described delivery will be available for NHN, and possibly to what degree the delivery will be carried out in cooperation with, or by, collaborating companies;
(e) the contact centre system must be stated, as well as any collaboration partners that the tenderer will use in their tender.
K5 — a copy of a quality assurance certificate (ISO27001/equivalent), issued by an accredited certification body.
Alternatively, a description can be given of the tenderer's systems for information security, as well as how they are implemented and managed in the company.
The requirement must be fulfilled by both the tenderer and any collaborating companies.
K6 — a copy of an environment management certificate (ISO14001/EMAS/Miljøfyrtårn/equivalent), issued by accredited certification bodies.
Alternatively, a description can be given of the tenderer's systems for environmental management, as well as how they are implemented and managed in the company.
K7 — a copy of a quality assurance certificate (ISO 9001/equivalent), issued by accredited certification bodies.
Alternatively, a description can be given of the tenderer's systems for quality assurance, as well as how they are implemented and managed in the company.

Prosedyre
Rettslig grunnlag: 32014L0024
Tidspunkt for mottak av tilbud: 12:00
Dato for utsendelse av invitasjoner: 2020-06-24 📅
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 994598759
Kontakt
Kontaktpunkt: Bendik Noraberg
Adresse til kjøperprofilen: http://www.nhn.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/129479355.aspx 🌏

Utfyllende informasjon
Klageinstans
Navn: Oslo tingrett
Postadresse: Postboks 2106 Vika
Poststed: Oslo
Postnummer: 0125
Land: Norge 🇳🇴
Kilde: OJS 2020/S 094-225642 (2020-05-12)
Kunngjøring om tildeling av kontrakt (2020-12-15)
Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
A framework agreement will be signed with a tenderer for a cloud-based contact centre system for 4 years from when the contract is signed. At the same time that the framework agreement is signed, the Directorate of Health will make the first call-off for a cloud-based contact centre system on behalf of Helfo, based on SSA-L.
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Totalverdi for anskaffelsen: 9 900 000 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2020-12-15 📅
Publiseringsdato: 2020-12-18 📅
Identifikatorer
Kunngjøringsnummer: 2020/S 247-615434
Refererer til kunngjøring: 2020/S 094-225642
OJ-S-utgave: 247

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
A framework agreement will be signed with a tenderer for a cloud-based contact centre system for 4 years from when the contract is signed.
At the same time that the framework agreement is signed, the Directorate of Health will make the first call-off for a cloud-based contact centre system on behalf of Helfo, based on SSA-L.
— framework agreement for a cloud-based contact centre system that includes right of use, maintenance and operation for 14 entities in health management, as described in the contest terms, chapter 1.2;
— the framework agreement duration will be 4 years;
— NHN will be the contract party for the framework agreement;

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): Quality
Kvalitetskriterium (vekting): 65
Pris (vekting): 35

Tildeling av kontrakt
Dato for kontraktinngåelse: 2020-11-26 📅
Navn: Puzzel AS
Postadresse: Fredrik Selmers Vei 3
Poststed: Oslo
Postnummer: 0663
Land: Norge 🇳🇴
Telefon: +47 21898989 📞
Land: Oslo 🏙️
Totalverdi for anskaffelsen: 9 900 000 NOK 💰
Informasjon om tilbud
Antall mottatte tilbud: 5
Kilde: OJS 2020/S 247-615434 (2020-12-15)
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