Procurement of a contact centre system for Lånekassen

Lånekassen

Procurement of an agreement for a contact centre. The need is a contact centre system that handles different channels. The contact centre system shall ensure that the Norwegian State Education Fund's customers can have a direct dialogue with the Norwegian State Education Fund in order to safeguard their customer relationships. There is also a need to extract data on use for analysis purposes. Due to staff holidays, answers to questions cannot be expected before July 28, but we will try to answer as far as possible. Tenderers are free to submit questions when they want.

Frist

Fristen for mottak av tilbud var 2025-09-10. Anskaffelsen ble publisert 2025-06-30.

Hvem?

• Lånekassen

Hva?

• Datatjenester: rådgivning, programvareutvikling, internett og systemstøtte
• Post- og telekommunikasjonstjenester
• Sentraler › Sentralbord
• Telefonsvarertjenester › Callsenter
• Telekommunikasjonskabler og -utstyr › Telekommunikasjonssystem

Hvor?

• Oslo og Viken › Oslo

Anskaffelseshistorikk

Dato	Dokument
2025-06-30	Kunngjøring av konkurranse

Kunngjøring av konkurranse (2025-06-30)
Gjenstand
Anskaffelsens omfang
Tittel: Procurement of a contact centre system for Lånekassen
Referansenummer: 509
Kort beskrivelse:

Kontrakttype: Tjenester
Produkter/tjenester: Callsenter 📦
Estimert verdi eksklusive mva: 6 000 000 NOK 💰
Beskrivelse
Intern identifikator: 619
Tilleggsprodukter/-tjenester:

Datatjenester: rådgivning, programvareutvikling, internett og systemstøtte 📦

Forretningstjenester: lov, reklame, rådgiving, ansettelse, trykking og sikkerhet 📦

Kontorstøttetjenester 📦

+ 5 til

Post- og telekommunikasjonstjenester 📦

Radio-, fjernsyn-, og telekommunikasjon samt tilhørende utstyr 📦

Sentralbord 📦

Telefonsvarertjenester 📦

Telekommunikasjonssystem 📦

Land: Norge 🇳🇴
Utførelsessted: Oslo 🏙️
Varighet
Startdato: 2026-04-01 📅
Sluttdato: 2032-04-01 📅
Beskrivelse
Maksimalt antall fornyelser: 3
Annen informasjon om fornyelser:

1 + 1 + 1 year. Option for extension of 1+1+1.

Tildelingskriterier
Pris ✅
Pris (vekting): 30
Kvalitetskriterium (navn): Quality
Kvalitetskriterium (vekting): 70
Kvalitetskriterium (navn): In this procurement, the contracting authority has chosen to take care of climate and environmental considerations through concrete requirements, cf. the public procurement regulations § 7-9 fourth paragraph. The justification for this is that the climate and environmental goals for the procurement are best achieved by having all tenders fulfil a fixed minimum level for environmental performance. The use of award criteria could mean that tenders with lower environmental performance, but a higher score on other criteria, may still be able to reach the competition. This is seen as little compatible with the objective of the procurement. In assessing the climate and environmental impact of the procurement, the contracting authority has chosen to focus on data centre operation, as this component clearly makes up the largest share of the environmental footprint by the use of cloud services. Measures to ensure energy efficiency and the use of renewable energy in computer centres have, therefore, the greatest effect on reducing total emissions from the service delivery. Furthermore, it is considered appropriate and proportionate to determine environmental requirements at a level that is relevant and realistically achievable for the market. The requirements are designed so that they can be documented, checked and followed-up in the contract period. This approach ensures equal treatment of the tenderers, predictability in the competition and fulfilment of the company's environmental strategy. The contracting authority therefore deems that the use of requirements rather than award criteria is the most suitable means for safeguarding climate and environmental considerations in this concrete procurement.
Kvalitetskriterium (vekting): 0
Tittel
Identifikasjonsnummer for delkontrakt: LOT-0001

Prosedyre
Prosedyretype
Åpen anbudskonkurranse ✅
Rettslig grunnlag: Direktiv 2014/24/EU
Administrativ informasjon
Frist for mottak av tilbud eller forespørsler om deltakelse: 2025-09-10 10:00:00.000 📅
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: engelsk 🗣️
norsk 🗣️
Minste tidsramme som tilbyderen må opprettholde tilbudet i: 174 dager
Anbudsvilkår
Elektronisk fakturering: Påkrevd
Elektronisk bestilling vil bli brukt ✅
Elektronisk betaling vil bli brukt ✅
Tildelingskriterier
Vekttype: Vekting (prosent, eksakt)
Anbudsvilkår
Kontrakten har gjennomføringsvilkår ✅

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Utvalgskriterium: Andre økonomiske eller finansielle krav
Liste og kort beskrivelse av regler og kriterier:

Tax and VAT: The tenderer must have their affairs in order with respect to the payment of tax, employer contribution and value added tax (VAT). Documentation requirements: Tax certificate, not older than 6 months.

Utvalgskriterium: Innmelding i handelsregister
Liste og kort beskrivelse av regler og kriterier:

Registration: Tenderers shall be registered in a company register, professional register or a commerce register in the country where the tenderer is established. Documentation requirements: Company Registration Certificate, not older than 12 months.

Hovedfinansieringsvilkår og betalingsordninger og/eller henvisning til relevante bestemmelser som regulerer dem: N/A
Vilkår knyttet til kontrakten
Vilkår for kontraktoppfyllelse: N/A
Vilkår for deltakelse
Utestengelsesgrunn:

Akkord med kreditorer

Avtaler med andre økonomiske aktører som har til formål å vri konkurransen

Barnearbeid og andre former for menneskehandel

+ 22 til

Bedrageri

Brudd på forpliktelser på arbeidsrettens område

Brudd på forpliktelser på miljørettens område

Brudd på forpliktelser på sosialrettens område

Brudd på plikt til å betale skatter

Brudd på plikt til å betale trygdeavgifter

Brudd på yrkesetiske regler innen forsvarsanskaffelser

Deltakelse i en kriminell organisasjon

Direkte eller indirekte deltakelse i forberedelsen av denne anskaffelsen

Eiendeler under administrasjon av bobestyrer

Forretningsvirksomheten er suspendert

Grov yrkesfeil

Hvitvasking eller terrorfinansiering

Insolvens

Interessekonflikt på grunn av deltakelse i anskaffelsesprosedyren

Konkurs

Korrupsjon

Manglende pålitelighet som utgjør risiko for nasjonal sikkerhet

Terrorhandlinger eller handlinger knyttet til terrorvirksomhet

Tidlig oppsigelse, erstatning eller andre tilsvarende sanksjoner

Tilsvarende situasjon som konkurs, insolvens eller akkord etter nasjonal rett

Uriktige opplysninger, tilbakeholdt informasjon, manglende evne til å fremlegge nødvendige dokumenter, eller å ha skaffet seg fortrolige opplysninger om denne anskaffelsesprosedyren

Beskrivelse av utelukkelsesgrunner:

Is the tenderer in a bankruptcy situation? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers in such a situation is obligatory in accordance with the current national law with no exceptions, when the tenderer is still able to carry out the contract.

Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, in the event a enforceable verdict has been convicted of corruption by a verdict handed down not more than five years ago, or a rejection period determined directly in the judgement that still applies? Corruption as defined in Article 3 of the Convention on Combating Corruption, Involving European Communities or European Union Member States (EUT C 195 of 25.6.1997, s. 1), and in Article 2, point 1, in the Council ́s framework decision 2003/568/RIA of 22 July 2003 on combating corruption in the private sector (EUT L 192 of 31.7.2003, p. 54). This rejection reason also includes corruption as defined in national law for the contracting authority or supplier.

Is the supplier in a situation where he has been forced debt arrangement? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers in such a situation is obligatory in accordance with the current national law with no exceptions, when the tenderer is still able to carry out the contract.

Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, at the time a legally convicted verdict of participation in a criminal organisation by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Participation in a criminal organisation as defined in Article 2 of the Council ́s framework decision 2008/841/RIA of 24 October 2008 on combating organised crime (EUT L 300 of 11.11.2008, p. 42).

Has the tenderer entered into agreement(s) with other tenderers with the intention of turning the competition?

Is the tenderer aware of breaches of environmental provisions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.

… in the event a legal verdict has been convicted of money laundering or financing terrorism by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Money laundering or financing terrorism As defined in Article 1 of the European Parliament and Council Directive 2005/60/EF of 26 October 2005 on preventive measures against the use of the financial system for money laundering and financing terrorism (EUT L 309 of 25.11.2005, p. 15).

… at the time a legally convicted of fraud has been convicted of fraud by a verdict handed down not more than five years ago, or a rejection period determined directly in the judgement that still applies? Fraud included in Article 1 of the Convention on protection of the Financial Interests of the European Communities (EFT C 316 of 27.11.1995, p. 48).

… in the event a legal verdict has been convicted of child labour and other forms of human trafficking by a verdict handed down no more than five years ago, or a rejection period determined directly in the judgement that still applies? Child labour and other forms of human trafficking as defined in Article 2 of the European Parliament and council directive 2011/36/EU of 5. 1 April 2011 on the prevention and control of human trafficking and the protection of its victims and for compensation of the Council ́s framework decision 2002/629/RIA (EUT L 101 of 15.4.2011, p. 1).

Is the tenderer in an insolvency situation? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers in such a situation is obligatory in accordance with the current national law with no exceptions, when the tenderer is still able to carry out the contract.

Is the tenderer aware of breaches of provisions on working conditions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.

Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers in such a situation is obligatory in accordance with the current national law with no exceptions, when the tenderer is still able to carry out the contract.

Has the tenderer: a) given grossly incorrect information with the notification of the information required to verify that there is no basis for rejection, or of the qualification requirements being fulfilled, b) failed to provide such information, c) made reservations immediately to present the supporting documents requested by the contracting authority, or d) improperly affected the contracting authority ́s decision process to acquire confidential information that could give this an unlawful advantage in connection with competition, or negligently has given misleading information that can have a significant influence on decisions on rejection, selection or award?

Is the tenderer aware of a conflict of interest as stated in national law, the relevant notice or procurement documents?

Has the tenderer or an entity associated with the supplier advised the contracting authority or in another way been involved in the planning of the competition?

Has the tenderer committed serious errors in professional practice? If relevant, see the definitions in national law, the relevant notice or procurement documents.

Has the tenderer committed significant breaches of contract in connection with the fulfilment of a previous public contract, a previous contract with a public contracting authority or a previous concession contract, where the breach has led to the cancellation of the contract, compensation or other similar sanctions?

Is the tenderer aware of breaches of provisions on social conditions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.

Have tenderers failed to fulfil all their social security obligations in the country where they are established and in their member state, if this is a different country than what he is established in?

Has the tenderer not fulfilled all of his tax and duty obligations in both the country where he is established and in the contracting authority's member state, if this is a different country than what he is established in?

Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body, or has the competence to represent or control or make decisions in such bodies,…

… in the event a legal verdict has been convicted of acts of terrorism or criminal acts connected to terrorist activities by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Acts of terrorism or criminal acts relating to terrorist activity as defined in Article 1 and 3 of the Council ́s framework decision 2002/475/RIA of 13 June 2002 on combating terrorism (EFT L 164, af 22.6.2002, p. 3). This rejection reason also includes incitement to, participation or attempts to commit such actions as included in Article 4 in the mentioned framework decision.

… have been legally convicted of offences regarding professional behaviour in defence procurements?

Is the tenderer assessed to lack reliability that is necessary to exclude the risk of national security?

Oppdragsgiver
Navn og adresser
Navn: Lånekassen
Nasjonalt registreringsnummer: 960885406
Postadresse: Postboks 191 - Økern
Postnummer: 0510
Poststed: Oslo
Region: Oslo 🏙️
Land: Norge 🇳🇴
Kontaktpunkt: Bano Basri Younas
E-post: bano.basri.younas@lanekassen.no 📧
Telefon: +47 21496000 📞
URL: https://lanekassen.no/ 🌏
Adresse til kjøperprofilen: https://lanekassen.no/ 🌏
Type oppdragsgiver
Regional eller lokal myndighet
Hovedaktivitet
Alminnelige offentlige tjenester
Kommunikasjon
Deltakelses-URL: https://app.artifik.no/procurements/509 🌏
Navn: e-Tendering
Tilgang til konkurransegrunnlaget er begrenset
Elektronisk innsending: Påkrevd
Startdato: 2026-04-01 📅
Sluttdato: 2032-04-01 📅

Utfyllende informasjon
Klageinstans
Navn: Oslo District Court
Nasjonalt registreringsnummer: 926725939
Postadresse: Postboks 2106 Vika
Postnummer: 0125
Poststed: Oslo
Region: Oslo 🏙️
Land: Norge 🇳🇴
E-post: oslo.tingrett@domstol.no 📧
Telefon: +47 22035200 📞
URL: https://www.domstol.no/no/domstoler/tingrett/oslo-tingrett/ 🌏
Tjeneste hvor informasjon om klageprosedyren kan innhentes
Samme som: Navn og adresser
Informasjon om elektroniske arbeidsflyter
Elektronisk fakturering vil bli akseptert
Kilde: OJS 2025/S 123-423246 (2025-06-30)

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