Procurement of a Contact Centre System with the Accompanying Services, including Chatbot for Customs

Tolldirektoratet

Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including chatbot, for Customs.
Customs has established a long term vision for a contact point for Custom's users and work has started to structure the receipt of enquiries and send as many as possible to the Custom's future guidelines section.
In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of Custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year.
In addition to the actual contact centre system, Customs would also like to implement chatbot technology.

Frist

Fristen for mottak av tilbud var 2020-08-24. Anskaffelsen ble publisert 2020-06-24.

Hvem?

• Tolldirektoratet

Hva?

Hvor?

• Norge

Anskaffelseshistorikk

Dato	Dokument
2020-06-24	Kunngjøring av konkurranse
2021-01-13	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2020-06-24)
Gjenstand
Anskaffelsens omfang
Tittel: Telecommunications services
Referansenummer: 20/17004
Kort beskrivelse:

Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including chatbot, for Customs. Customs has established a long term vision for a contact point for Custom's users and work has started to structure the receipt of enquiries and send as many as possible to the Custom's future guidelines section. In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of Custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year. In addition to the actual contact centre system, Customs would also like to implement chatbot technology.

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: Telekommunikasjonstjenester 📦
Tilleggs-CPV: Datatjenester 📦
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: Tolldirektoratet
Postadresse: Tollbugata 1A
Postnummer: 0152
Poststed: Oslo
Kontakt
Internettadresse: http://www.toll.no 🌏
E-post: kari.anne.stokken@toll.no 📧
Telefon: +47 90938172 📞
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=273869&B=DFO 🌏
URL for deltakelse: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=273869&B=DFO 🌏

Referanse
Datoer
Sendt dato: 2020-06-24 📅
Innleveringsfrist: 2020-08-24 📅
Publiseringsdato: 2020-06-26 📅
Identifikatorer
Kunngjøringsnummer: 2020/S 122-300343
OJ-S-utgave: 122
Tilleggsinformasjon

See the attached tender documentation for further information on the tender contest.

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including chatbot, for Customs.

Customs has established a long term vision for a contact point for Custom's users and work has started to structure the receipt of enquiries and send as many as possible to the Custom's future guidelines section.

In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of Custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year.

In addition to the actual contact centre system, Customs would also like to implement chatbot technology.

Estimert totalverdi: 20 000 000 NOK 💰
Estimert verdi eksklusive mva: 20 000 000 NOK 💰
Varighet: 36 måneder
Beskrivelse av fornyelser:

Customs has an option to extend the contract for up to 3 years, so that the total possible contract length is 6 years.

Beskrivelse av opsjoner:

Customs has an option to extend the contract for up to three years, so that the total possible contract length is six years.

In addition, Customs has an option to procure additional functionality/modules as stated in the tender documentation.

Tilleggsinformasjon:

See the attached tender documentation for further information on the tender contest.

Utførelsessted
Hovedsted eller utførelsessted: Oslo.

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten: See the tender documentation.
Økonomisk og finansiell stilling: See the tender documentation.
Minste nivå(er) av standarder: See the tender documentation.
Teknisk og faglig kapasitet: See the tender documentation.

Prosedyre
Rettslig grunnlag: 32014L0024
Minste antall kandidater: 3
Største antall kandidater: 6
Objektive kriterier for å velge det begrensede antallet kandidater:

The contracting authority will select which tenderers will be invited to submit a tender on the basis of an assessment of which tenderers best fulfil the following selection criteria:

• the tenderer's relevant experience.

The contracting authority will assess and rank the tenderers on the basis of which tenderers have the most relevant and equivalent experience based on the stated reference projects.

Tidspunkt for mottak av tilbud: 12:00
Dato for utsendelse av invitasjoner: 2020-09-02 📅
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 2021-01-15 📅

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 974 761 343
Kontakt
Kontaktpunkt: Kari Anne Støkken
Internettadresse: www.toll.no 🌏
Adresse til kjøperprofilen: https://eu.eu-supply.com/ctm/Company/CompanyInformation/Index/340239 🌏
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=273869&B=DFO 🌏

Referanse
Tilleggsinformasjon
See the tender documentation for more detailed information.

Utfyllende informasjon
Klageinstans
Navn: Oslo Tingrett
Poststed: Oslo
Land: Norge 🇳🇴
Informasjon om frister for klage:

The appeals deadline in accordance with the preliminary schedule is 18 December 2020.

Kilde: OJS 2020/S 122-300343 (2020-06-24)

Kunngjøring om tildeling av kontrakt (2021-01-13)
Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

The contest is cancelled. Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including Chatbot, for customs. Customs has established a long term vision for a contact point for custom's users, and work has started to structure the receipt of enquiries and send as many as possible to the custom's future guidelines section. In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year. In addition to the actual contact centre system, customs would also like to implement chatbot technology.

Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2021-01-13 📅
Publiseringsdato: 2021-01-18 📅
Identifikatorer
Kunngjøringsnummer: 2021/S 011-023745
Refererer til kunngjøring: 2020/S 122-300343
OJ-S-utgave: 11
Tilleggsinformasjon
The competition has been cancelled.

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

The contest is cancelled.

Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including Chatbot, for customs.

Customs has established a long term vision for a contact point for custom's users, and work has started to structure the receipt of enquiries and send as many as possible to the custom's future guidelines section.

In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year.

In addition to the actual contact centre system, customs would also like to implement…

… chatbot technology.

… Chatbot technology.

Beskrivelse av opsjoner:

Customs has an option to extend the contract for up to 3 years, so that the total possible contract length is 6 years.

In addition, customs has an option to procure additional functionality/modules as stated in the tender documentation.

Tilleggsinformasjon: The competition has been cancelled.

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): Quality
Kvalitetskriterium (vekting): 50
Kvalitetskriterium (navn): Implementation ability
Kvalitetskriterium (vekting): 15
Pris (vekting): 35

Referanse
Tilleggsinformasjon

In connection with the evaluation of the tenders, Norwegian Customs has identified multiple deviations from the minimum requirements set in the contest.

Norwegian Customs has undertaken a significant evaluation of all of the deviations, cf.PPR § 24-8. No basis has been found for the degree of significance of the deviations to be reduced and the combination of various deviations in received tenders means that the procurement cannot be carried out with the necessary competition and must therefore be cancelled, cf. PPR § 25-4.

A new contest will be held.

Utfyllende informasjon
Klageinstans
Navn: Oslo tingrett
Informasjon om frister for klage: The contest has been cancelled.
Kilde: OJS 2021/S 011-023745 (2021-01-13)

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