Avinor AS - K-191449 - System for measuring customer satisfaction and training employees

Avinor AS

Avinor's commercial activities mainly consist of turnover based rental of areas to tenderers of goods and services for passengers at the group's 43 airports. Avinor is one of the country's largest property actors and it renews its obligation to tenants to be a value-increasing partner.
As a proactive and value-increasing owner, Avinor offers its tenants at the largest airports a joint and standardised measurement of customer satisfaction and drivers of satisfaction per sales place, as well as regular service training for their employees.

Frist

Fristen for mottak av tilbud var 2023-07-11. Anskaffelsen ble publisert 2023-06-06.

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2023-06-06 Kunngjøring av konkurranse
2023-10-31 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2023-06-06)
Gjenstand
Anskaffelsens omfang
Tittel: Internet development services
Referansenummer: 23/30154
Kort beskrivelse:
Avinor's commercial activities mainly consist of turnover based rental of areas to tenderers of goods and services for passengers at the group's 43 airports. Avinor is one of the country's largest property actors and it renews its obligation to tenants to be a value-increasing partner. As a proactive and value-increasing owner, Avinor offers its tenants at the largest airports a joint and standardised measurement of customer satisfaction and drivers of satisfaction per sales place, as well as regular service training for their employees.
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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: Internettutviklingsstjenester 📦
Tilleggs-CPV: Tidsplanleggings- og produksjonsprogramvare 📦
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: Forsyningsenhet
Navn på tildelende myndighet: Avinor as
Postadresse: Dronning Eufemias gate 6
Postnummer: 0191
Poststed: Oslo
Kontakt
Internettadresse: http://www.avinor.no 🌏
E-post: anna.filippa.angell@avinor.no 📧
URL for dokumenter: https://tendsign.no/doc.aspx?UniqueId=afxwnhszbu&GoTo=Docs 🌏
URL for deltakelse: https://tendsign.no/doc.aspx?UniqueId=afxwnhszbu&GoTo=Tender 🌏

Referanse
Datoer
Sendt dato: 2023-06-06 📅
Innleveringsfrist: 2023-07-11 📅
Publiseringsdato: 2023-06-09 📅
Identifikatorer
Kunngjøringsnummer: 2023/S 110-344832
OJ-S-utgave: 110
Tilleggsinformasjon
The contract duration for lot 1 is 3 years, with automatic renewal for 1 year at a time. See the contract, point 5.1 (SSA-L). The contract duration for lot 2 is 2 years with an option for an extension for 1 year x 4 times.

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
Avinor's commercial activities mainly consist of turnover based rental of areas to tenderers of goods and services for passengers at the group's 43 airports. Avinor is one of the country's largest property actors and it renews its obligation to tenants to be a value-increasing partner.
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As a proactive and value-increasing owner, Avinor offers its tenants at the largest airports a joint and standardised measurement of customer satisfaction and drivers of satisfaction per sales place, as well as regular service training for their employees.
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The objective of the framework agreement is to:
Stimulate better customer experiences and conversion
Increase participation for this amongst the tenants' management and employees
Build common feeling and pride per airport
Support Avinor's position as a value-increasing partner for its tenants.
Lot 1
Measurement of customer satisfaction is wanted to be procured as a service (SaaS) for all the concepts at our nine largest airports: Oslo, Bergen, Stavanger, Trondheim, Kristiansand, Ålesund, Tromsø, Harstad/Narvik, og Bodø. The sales places are mainly within the categories taxfree, kiosk, shops, catering, and parking, but other categories such as well-being, health, etc., are also included in the contract.
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Lot 2
Avinor would like to hold training/gatherings for employees at our suppliers as an extension of the customer satisfaction measurements. The gatherings will be held for the 9 participating airports.
Avinor envisages 3-4 gatherings at the four largest airports (OSL, BGO, SVG, TRD), and 2-3 gatherings at the DRL airports (AES, BOO, EVE, KRS, TOS). These can be a combination of physical and digital gatherings, according to what is preferable for the theme, etc.
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See Annex SAA-L and Annex SSA-O for further details on the procurement.
Varighet: 72 måneder
Tilleggsinformasjon:
The contract duration for lot 1 is 3 years, with automatic renewal for 1 year at a time. See the contract,
point 5.1 (SSA-L).
The contract duration for lot 2 is 2 years with an option for an extension for 1 year x 4 times.

Prosedyre
Rettslig grunnlag: 32014L0025
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 2023-11-30 📅

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 985 198 292
Kontakt
Kontaktpunkt: Anna Filippa Angell
URL for dokumenter: https://tendsign.no/doc.aspx?UniqueId=afxwnhszbu&GoTo=Docs 🌏

Referanse
Tilleggsinformasjon
Mercell notice: https://opic.com/id/afxwnhszbu.

Utfyllende informasjon
Klageinstans
Navn: Oslo Tingrett
Poststed: Oslo
Land: Norge 🇳🇴
Kilde: OJS 2023/S 110-344832 (2023-06-06)
Kunngjøring om tildeling av kontrakt (2023-10-31)
Gjenstand
Anskaffelsens omfang
Tittel: Customer satisfaction survey
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt
Felles innkjøpsordliste (CPV)
Kode: Kundetilfredshetsundersøkelser 📦
Tilleggs-CPV: Programvare og informasjonssystemer 📦
Reklame og markedsføringstjenester 📦
Utførelsessted
NUTS-region: Viken 🏙️

Prosedyre
Tilbudstype: Ikke aktuelt
Tildelingskriterier
Laveste pris

Referanse
Datoer
Sendt dato: 2023-10-31 📅
Publiseringsdato: 2023-11-03 📅
Identifikatorer
Kunngjøringsnummer: 2023/S 212-667982
Refererer til kunngjøring: 2023/S 110-344832
OJ-S-utgave: 212
Tilleggsinformasjon
The best relationship between price and quality as stated in the tender documentation.

Gjenstand
Anskaffelsens omfang
Tittel på delkontrakt: System for measuring customer satisfaction
Delkontraktnummer: 1
Kort beskrivelse: A more detailed description follows from SSA-L Annexes.
Tilleggsinformasjon:
The best relationship between price and quality as stated in the tender documentation.
Tittel på delkontrakt: Employee training as an extension of the customer satisfaction measurement
Delkontraktnummer: 2
Kort beskrivelse: See Annex SSA-O for further details on the procurement.
Utførelsessted
Hovedsted eller utførelsessted:
All of Avinor's airports.
Avinor envisages 3-4 gatherings at the four largest airports (OSL, BGO, SVG, TRD), and 2-3 gatherings at the DRL airports (AES, BOO, EVE, KRS, TOS).

Tildeling av kontrakt
Dato for kontraktinngåelse: 2023-10-26 📅

Referanse
Tilleggsinformasjon
Mercell notice: https://opic.com/id/afsktmnkxk
Kilde: OJS 2023/S 212-667982 (2023-10-31)
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