New helpdesk system (IT Service Management Software)

Utdanningsdirektoratet

The purpose of the procurement is to procure and implement a new helpdesk system for the Norwegian Directorate for Education and Training within user support, support and problem solving. The system will help to improve the handling of enquiries, incidents and problems. The system must be cloud-based without the need for local installation.
The helpdesk system will allow for good information during the processing of cases, both for users and those handling the cases. It will log cases and solutions so that statistics and reports can be extracted, which in turn can provide input for improvements in the form of various measures/projects/changes.
The system will be based on the ITIL framework and Incident Management and will initially be used by the internal ICT operations and internal legal departments. It may be possible to roll out the system to other departments at a later time. There is an option to extend the licence for this purpose.

Frist

Fristen for mottak av tilbud var 2023-06-01. Anskaffelsen ble publisert 2023-04-28.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2023-04-28 Kunngjøring av konkurranse
2023-06-27 Kunngjøring om tildeling av kontrakt
Kunngjøring av konkurranse (2023-04-28)
Gjenstand
Anskaffelsens omfang
Tittel: Systems and technical consultancy services
Referansenummer: 2023/2904
Kort beskrivelse:
The purpose of the procurement is to procure and implement a new helpdesk system for the Norwegian Directorate for Education and Training within user support, support and problem solving. The system will help to improve the handling of enquiries, incidents and problems. The system must be cloud-based without the need for local installation. The helpdesk system will allow for good information during the processing of cases, both for users and those handling the cases. It will log cases and solutions so that statistics and reports can be extracted, which in turn can provide input for improvements in the form of various measures/projects/changes. The system will be based on the ITIL framework and Incident Management and will initially be used by the internal ICT operations and internal legal departments. It may be possible to roll out the system to other departments at a later time. There is an option to extend the licence for this purpose.
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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: Systemtjenester og tekniske konsulenttjenester 📦
Tilleggs-CPV: Programvare for kontakthåndtering 📦
Utførelsessted
NUTS-region: Norge 🏙️

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

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Departement eller annen nasjonal eller føderal myndighet
Navn på tildelende myndighet: Utdanningsdirektoratet
Postadresse: Schweigaardsgate 15b
Postnummer: 0135
Poststed: Oslo
Kontakt
Internettadresse: https://permalink.mercell.com/202804677.aspx 🌏
E-post: morten.dejgaard.tobiasen@udir.no 📧
URL for dokumenter: https://permalink.mercell.com/202804677.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/202804677.aspx 🌏

Referanse
Datoer
Sendt dato: 2023-04-28 📅
Innleveringsfrist: 2023-06-01 📅
Publiseringsdato: 2023-05-03 📅
Startdato: 2023-06-23 📅
Sluttdato: 2030-06-24 📅
Identifikatorer
Kunngjøringsnummer: 2023/S 086-263833
OJ-S-utgave: 86

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The purpose of the procurement is to procure and implement a new helpdesk system for the Norwegian Directorate for Education and Training within user support, support and problem solving. The system will help to improve the handling of enquiries, incidents and problems. The system must be cloud-based without the need for local installation.
Vis mer
The helpdesk system will allow for good information during the processing of cases, both for users and those handling the cases. It will log cases and solutions so that statistics and reports can be extracted, which in turn can provide input for improvements in the form of various measures/projects/changes.
Vis mer
The system will be based on the ITIL framework and Incident Management and will initially be used by the internal ICT operations and internal legal departments. It may be possible to roll out the system to other departments at a later time. There is an option to extend the licence for this purpose.
Vis mer
Beskrivelse av opsjoner:
Option 01 The Contracting Authority may, if necessary, exercise an option to extend the use of the system to one or two new departments. It will be decided whether the option will be taken up by the end of 2024.
Option 02 The Contracting Authority may, if necessary, exercise an option to extend the use of the system to one or two new departments. It will be decided whether the option will be taken up by the end of 2025.
Option 03 The Contracting Authority may, if necessary, exercise an option to extend the use of the system to one or two new departments. It will be decided whether the option will be taken up by the end of 2026.
Option 04 The Contracting Authority may, if necessary, exercise an option for consultancy services from the Tenderer in connection with any extensions of the system when options 01- 03 are exercised.

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: 2023-09-01 📅
Dato for åpning av tilbud: 2023-06-01 📅
Tidspunkt for åpning av tilbud: 12:00

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 970018131
Kontakt
Kontaktpunkt: Morten Dejgaard Tobiasen
Adresse til kjøperprofilen: http://www.udir.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/202804677.aspx 🌏

Utfyllende informasjon
Klageinstans
Navn: Oslo tingrett
Poststed: Oslo
Land: Norge 🇳🇴
Kilde: OJS 2023/S 086-263833 (2023-04-28)
Kunngjøring om tildeling av kontrakt (2023-06-27)
Gjenstand
Anskaffelsens omfang
Totalverdi for anskaffelsen: 3 500 000 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt
Felles innkjøpsordliste (CPV)
Tilleggs-CPV: Administrasjonsprogramvare 📦

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2023-06-27 📅
Publiseringsdato: 2023-06-30 📅
Identifikatorer
Kunngjøringsnummer: 2023/S 124-388678
Refererer til kunngjøring: 2023/S 086-263833
OJ-S-utgave: 124

Gjenstand
Anskaffelsens omfang
Beskrivelse av opsjoner:
The contracting authority can take up an option for expanded use of the system is required.
The contracting authority may, if necessary, take up an option for consultancy services from the tenderer in connection with any extensions of the system when options 01- 03 are taken up.

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): Quality and functionality
Kvalitetskriterium (vekting): 30
Kvalitetskriterium (navn): Technical requirements and SLA
Information security, personal protection, and universal design
Kvalitetskriterium (vekting): 20
Pris (vekting): 20

Tildeling av kontrakt
Dato for kontraktinngåelse: 2023-06-27 📅
Navn: Topdesk Norge AS
Postadresse: Strandveien 55
Poststed: Oslo
Postnummer: 1366
Land: Norge 🇳🇴
Oslo 🏙️
Totalverdi for anskaffelsen: 3 500 000 NOK 💰
Informasjon om tilbud
Antall mottatte tilbud: 8
Kilde: OJS 2023/S 124-388678 (2023-06-27)
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