Contest with Negotiations — Procurement of a New Customer Service System

Direktoratet for forvaltning og økonomistyring (DFØ)

The Norwegian Agency for Public and Financial Management (DFØ) is holding a contest with negotiations for a contract with a tenderer that will cover the Agency's need for a customer follow-up system.

Frist

Fristen for mottak av tilbud var 2021-05-31. Anskaffelsen ble publisert 2021-04-26.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• SuperOffice Norge AS

Hvem?

• Direktoratet for forvaltning og økonomistyring (DFØ)

Hva?

Hvor?

• Norge

Anskaffelseshistorikk

Dato	Dokument
2021-04-26	Kunngjøring av konkurranse
2022-02-14	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2021-04-26)
Gjenstand
Anskaffelsens omfang
Tittel: Software supply services
Referansenummer: 21/39
Kort beskrivelse:

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: Levering av programvare 📦
Tilleggs-CPV: Programvare for kontakthåndtering 📦
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: Nasjonalt eller føderalt byrå/kontor
Navn på tildelende myndighet: Direktoratet for forvaltning og økonomistyring (DFØ)
Postadresse: Postboks 7154
Postnummer: 0130
Poststed: Oslo
Kontakt
Internettadresse: http://www.dfo.no 🌏
E-post: postmottak@dfo.no 📧
Telefon: +47 40007997 📞
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=299708&B=DFO 🌏
URL for deltakelse: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=299708&B=DFO 🌏

Referanse
Datoer
Sendt dato: 2021-04-26 📅
Innleveringsfrist: 2021-05-31 📅
Publiseringsdato: 2021-04-30 📅
Identifikatorer
Kunngjøringsnummer: 2021/S 084-218397
Refererer til kunngjøring: 2021/S 010-020891
OJ-S-utgave: 84

Gjenstand
Anskaffelsens omfang
Estimert totalverdi: 14 000 000 NOK 💰
Kort beskrivelse:

The Norwegian Agency for Public and Financial Management (DFØ) is holding a contest with negotiations with the aim of entering into a contract with a tenderer that will cover the Agency's need for a customer follow-up system.

Customer dialogue and the communication between DFØ and customers will be the primary focus for the procurement.

The general intention of the customer follow-up system is to strengthen the relationship with customers through archiving and logging dialogue on all platforms between the parties.

The current customer follow-up system is primarily used to provide support for users and customers of DFØ's services. The system is used to document events, distribute events to the correct resources, receive information and documentation, and automise RPA services.

A standard software system must be delivered, which will be maintained by the tenderer and run by DFØ (an on-premise system).

Estimert verdi eksklusive mva: 14 000 000 NOK 💰
Varighet: 36 måneder
Beskrivelse av fornyelser:

Option for DFØ to extend the contract for a further 1 year, maximum five times. The maximum contract duration is 8 years.

Beskrivelse av opsjoner:

This procurement includes five options. DFØ can take up the options during the contract period, but it is not obliged to take up the options.

— integrated with ACOS Websak,

— integrated with a telephone system,

— integrated with Office 365,

— integrated with Microsoft Sharepoint Online,

— migrate DFØ's employer support database/case history from eRequest from Innovit.

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

The chosen tenderer must submit a VAT and tax certificate. This only applies if the chosen tenderer is Norwegian. The tax certificate must not be older than 6 months old at the deadline for submitting a request for participation in the contest.

Tenderers are required to be a legally established company. Tenderers must be registered in a company register, professional register or a trade register in the state where the tenderer is established.

Documentation requirements:

Tenderers must attach a description of the tenderer's organisation, company structure, ownership structure and business area. A company registration certificate must be attached for Norwegian companies.

Foreign tenderers must present verification showing that the tenderer is registered in a company register, professional register or a commerce register in the country where the tenderer is established.

Økonomisk og finansiell stilling:

Satisfactory finances are required to carry out the assignment. A credit rating is therefore required, which must include a credit rating, part judgement and historical rating. The credit rating must be carried out by a publicly certified credit institution.

The credit rating must not be lower than score A (creditworthy) or equivalent if a different form of score is used (assessment of figures). Tenderers with a rating lower than A or equivalent (i.e. not credit worthy or credit worthy with security) will not be considered.

Documentation requirements:

Tenderers must enclose a credit rating from a certified credit institution. The credit rating must be based on the accounting figures for 2020. The credit report must not be older than 6 months from the tender deadline.

Teknisk og faglig kapasitet:

Tenderers must have broad experience and competence from equivalent assignments.

— the customer service system must be part of the tenderer's main business area,

— tenderers must have delivered and implemented a customer service system for customers that have used customer service/functionality. These deliveries must have covered more than 100 licences.

— tenderers must have the necessary technical competence to deliver the system.

— tenderers must have a well-functioning quality assurance system.

Documentation requirements:

A certificate or another description must be attached that verifies that the quality assurance system requirements are met If the company does not have certification, its quality assurance system must be described in sufficient detail so that the contracting authority can assess the system.

If the company is certified in accordance with ISO:9001, the quality assurance system requirement will be seen as fulfilled.

Prosedyre
Rettslig grunnlag: 32014L0024
Største antall kandidater: 5
Objektive kriterier for å velge det begrensede antallet kandidater: The criteria are stated in the tender documentation.
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 986 252 932
Kontakt
Internettadresse: www.dfo.no 🌏
Adresse til kjøperprofilen: https://eu.eu-supply.com/ctm/Company/CompanyInformation/Index/336234 🌏
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=299708&B=DFO 🌏

Utfyllende informasjon
Klageinstans
Navn: Oslo tingrett
Postadresse: Postboks 2106 Vika
Poststed: Oslo
Postnummer: 0125
Land: Norge 🇳🇴
E-post: oslo.tingrett@domstol.no 📧
Kilde: OJS 2021/S 084-218397 (2021-04-26)

Kunngjøring om tildeling av kontrakt (2022-02-14)
Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

The Norwegian Agency for Public and Financial Management (DFØ) has been carried out a tender contest with negotiations for a contract with one supplier that shall cover the Agency's need for a customer follow-up system.

Totalverdi for anskaffelsen: 23 000 000 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2022-02-14 📅
Publiseringsdato: 2022-02-18 📅
Identifikatorer
Kunngjøringsnummer: 2022/S 035-091660
Refererer til kunngjøring: 2021/S 084-218397
OJ-S-utgave: 35

Gjenstand
Anskaffelsens omfang
Beskrivelse av opsjoner:

- Integrated with ACOS Websak.

- Integrated with a telephone system.

- Integrated with Office 365.

- Integrated with Microsoft Sharepoint Online.

- Migrate DFØ's employer support database/case history from eRequest from Innovit.

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): Quality
Kvalitetskriterium (vekting): 70 %
Pris (vekting): 30%

Tildeling av kontrakt
Dato for kontraktinngåelse: 2021-11-17 📅
Navn: SuperOffice Norge AS
Poststed: Oslo
Land: Norge 🇳🇴
Totalverdi for anskaffelsen: 22 400 000 NOK 💰
Informasjon om tilbud
Antall mottatte tilbud: 1
Kilde: OJS 2022/S 035-091660 (2022-02-14)

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