Customer centre and route information services, Finnmark/Snelandia

Troms og Finnmark Fylkeskommune

The assignment is split into two, where the county is looking for a tenderer to provide customer centre services and route information services for public transport in Finnmark.
All counties have a route information service (telephone number 177) for public transport. The sub-assignment consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks).
The contracting authority has chosen not to have a physical customer centre out in the route network in Finnmark, and will instead prioritise availability via telephone, email, chat, and social media. The sub-assignment consists of answering and processing customer enquiries other than route information.

Frist

Fristen for mottak av tilbud var 2022-06-17. Anskaffelsen ble publisert 2022-05-17.

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2022-05-17 Kunngjøring av konkurranse
Kunngjøring av konkurranse (2022-05-17)
Gjenstand
Anskaffelsens omfang
Tittel: Telephone-answering services
Referansenummer: 20/14554
Kort beskrivelse:
The assignment is split into two, where the county is looking for a tenderer to provide customer centre services and route information services for public transport in Finnmark. All counties have a route information service (telephone number 177) for public transport. The sub-assignment consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks). The contracting authority has chosen not to have a physical customer centre out in the route network in Finnmark, and will instead prioritise availability via telephone, email, chat, and social media. The sub-assignment consists of answering and processing customer enquiries other than route information.
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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: Telefonsvarertjenester 📦
Tilleggs-CPV: Reisetjenester 📦
Utførelsessted
NUTS-region: Troms og Finnmark 🏙️

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Regional eller lokal myndighet
Navn på tildelende myndighet: Troms og finnmark fylkeskommune
Postadresse: Postboks 701
Postnummer: 9815
Poststed: Vadsø
Kontakt
Internettadresse: https://permalink.mercell.com/179231423.aspx 🌏
E-post: kollektiv-ost@tffk.no 📧
Telefon: +47 77755000 📞
URL for dokumenter: https://permalink.mercell.com/179231423.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/179231423.aspx 🌏

Referanse
Datoer
Sendt dato: 2022-05-17 📅
Innleveringsfrist: 2022-06-17 📅
Publiseringsdato: 2022-05-20 📅
Startdato: 2022-08-01 📅
Sluttdato: 2026-07-31 📅
Identifikatorer
Kunngjøringsnummer: 2022/S 098-272771
OJ-S-utgave: 98

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The assignment is split into two, where the county is looking for a tenderer to provide customer centre services and route information services for public transport in Finnmark.
All counties have a route information service (telephone number 177) for public transport. The sub-assignment consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks).
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The contracting authority has chosen not to have a physical customer centre out in the route network in Finnmark, and will instead prioritise availability via telephone, email, chat, and social media. The sub-assignment consists of answering and processing customer enquiries other than route information.
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The route information service consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks).
It is a prerequisite that the contracting authority's opening hours and available by telephone, email, and chat will be 24 hours a day, 365 days a year.
Basic assignments route information:
- Process and answer incoming telephone calls, emails, and chats about route information
- Report statistics on incoming customer enquiries in the contracting authority's data warehouse
The customer centre services consists of answering and processing customer enquiries other than route information. It is a prerequisite that this is done by telephone, email, and chat within the following opening hours:
- Monday - Friday 07:00 - 21:00
- Saturday - Sunday 10:00 - 16:00
Basic assignments customer centre:
- Process and answer incoming customer enquiries via telephone, email, and chat
- Process and answer incoming enquiries about ordinary and special school transport
- Register and coordinate incoming Fleks bookings in the relevant data tool
- Assist the operators with quality assurance and driving lists for the Fleks routes
- Assist the contracting authority with monitoring the operation of the routes' real time system, and give notification of any errors
- Register reported deviations in the contracting authority's data warehouse
- Publish messages on route deviations
- Assist with refunds of unused tickets

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
Tenderers must be a legally established company, and must have experience from the provision of equivalent services.
Økonomisk og finansiell stilling: Tenderers must have their tax and VAT payments in order.
Minste nivå(er) av standarder:
Tax certificate. The certificate must not be older than 6 months from the deadline for requests for participation. Any arrears or other irregularities must be justified. If the tenderer is planning to use sub-providers, tax certificates must be provided for them as well.
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VAT certificate. The certificate must not be older than 6 months old from the deadline for the requests for participation. Any arrears or other irregularities must be justified. If a tenderer is planning to use sub-suppliers, tax certificates for VAT must be provided for them as well.
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Teknisk og faglig kapasitet:
Tenderers must have sufficient implementation ability, and experience from equivalent assignments as regards volume and complexity. Furthermore, tenderers must have experience and/or in-depth knowledge of the geography, demography, and contracting authority's route network in Finnmark, and tenderers must have employees that have a basic understanding of the Sami language.
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Minste nivå(er) av standarder:
Tenderers must document that they can provide the number of employees/temporary staff required for the offered opening hours. Information must also be given on references from similar assignments that the tenderer has had. Documentation must be provided of completed courses or self-confirmation of competence in the Sami language.
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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: 3 måneder
Dato for åpning av tilbud: 2022-06-17 📅
Tidspunkt for åpning av tilbud: 12:00
Sted: County Hall, Vadsø.
Tildelingskriterier
Kvalitetskriterium (navn): Documented quality/service
Kvalitetskriterium (vekting): 35
Kvalitetskriterium (navn): Experience/references
Kvalitetskriterium (vekting): 25
Pris (vekting): 40

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 922420866
Kontakt
Kontaktpunkt: Avdeling Kollektiv Finnmark
Adresse til kjøperprofilen: http://www.tffk.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/179231423.aspx 🌏

Utfyllende informasjon
Klageinstans
Navn: Troms og Finnmark fylkeskommune
Postadresse: Henry Karlsens Plass, Boks 704,
Poststed: Vadsø
Postnummer: 9800
Land: Norge 🇳🇴
Telefon: +47 78963000 📞
E-post: postmottak@tffk.no 📧
Internettadresse: https://tffk.no 🌏
Kilde: OJS 2022/S 098-272771 (2022-05-17)
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