Switchboard and contact centre solution

Departementenes sikkerhets- og serviceorganisasjon

The procurement will ensure a future-oriented switchboard and contact centre solution. The system will contribute to SSiE reaching its strategic goal of being a government service centre open for 24 hours a day by 2025.
The estimated value of the contract, including the options, is from NOK 12 million to NOK 18 million excluding VAT. The estimate is built on historical figures and the expected development with new functionality and a government service centre open 24 hours a day.
The contract duration will be 3 years, with an option for the contracting authority to extend the contract for a further 1+1+1 years, total maximum 6 years.

Frist

Fristen for mottak av tilbud var 2023-10-23. Anskaffelsen ble publisert 2023-09-19.

Hvem? Hva? Hvor?
Anskaffelseshistorikk
Dato Dokument
2023-09-19 Kunngjøring av konkurranse
Kunngjøring av konkurranse (2023-09-19)
Gjenstand
Anskaffelsens omfang
Tittel: Telephone switchboard services
Referansenummer: 23/208
Kort beskrivelse:
The procurement will ensure a future-oriented switchboard and contact centre solution. The system will contribute to SSiE reaching its strategic goal of being a government service centre open for 24 hours a day by 2025. The estimated value of the contract, including the options, is from NOK 12 million to NOK 18 million excluding VAT. The estimate is built on historical figures and the expected development with new functionality and a government service centre open 24 hours a day. The contract duration will be 3 years, with an option for the contracting authority to extend the contract for a further 1+1+1 years, total maximum 6 years.
Vis mer
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: Sentralbordtjenester 📦
Tilleggs-CPV: Kommunikasjonsprogramvare 📦
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: Departement eller annen nasjonal eller føderal myndighet
Navn på tildelende myndighet: Departementenes sikkerhets- og serviceorganisasjon
Postadresse: Postboks 8129 Dep
Postnummer: 0032
Poststed: Oslo
Kontakt
Internettadresse: http://www.dss.dep.no 🌏
E-post: lars.haatveit-jenssen@dss.dep.no 📧
Telefon: +47 22249090 📞
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=379594&B=DSS 🌏
URL for deltakelse: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=379594&B=DSS 🌏

Referanse
Datoer
Sendt dato: 2023-09-19 📅
Innleveringsfrist: 2023-10-23 📅
Publiseringsdato: 2023-09-22 📅
Identifikatorer
Kunngjøringsnummer: 2023/S 183-568263
OJ-S-utgave: 183

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:
The procurement will ensure a future-oriented switchboard and contact centre solution. The system will contribute to SSiE reaching its strategic goal of being a government service centre open for 24 hours a day by 2025.
The estimated value of the contract, including the options, is from NOK 12 million to NOK 18 million excluding VAT. The estimate is built on historical figures and the expected development with new functionality and a government service centre open 24 hours a day.
Vis mer
The contract duration will be 3 years, with an option for the contracting authority to extend the contract for a further 1+1+1 years, total maximum 6 years.
Estimert totalverdi: 18 000 000 NOK 💰
Estimert verdi eksklusive mva: 18 000 000 NOK 💰
Varighet: 36 måneder
Beskrivelse av fornyelser:
The contract duration will be 3 years, with an option for the contracting authority to extend the contract for 1+1+1 year, for a total maximum of 6 years.
Beskrivelse av opsjoner:
The contract includes options related to solutions/possibilities for:
- Voice-controlled switchboard
- Text-to-speech function
- Web form (orders)
- E-collaboration (co-browsing) help with online fulfilment (secure connection).
- Chat (manual chat with predefined responses)
- Chatbot
- AI (Artificial intelligence)
See Annex 1 and the Price Form.
Utførelsessted
Hovedsted eller utførelsessted: Oslo and Engerdal

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:
Requirements: The tenderer must be a legally established company.
Documentation:
Norwegian companies: Company registration certificate or a printout from the Unit Register for sole proprietorships not required to register.
Foreign tenderers: Verification that the tenderer is registered in a trade or business register as prescribed by the law of the country where the tenderer is established. The verification can be submitted in writing or by referring to BRIS.
Økonomisk og finansiell stilling:
Requirement: Paid taxes and duties.
Documentation:
A certificate, not older than 6 months, which verifies that the tenderer has fulfilled the obligations of payment of taxes, social security contributions and VAT. The certificate can be ordered and obtained from Altinn by using a separate link on skatteetaten.no. Foreign tenderers must provide certificates from equivalent authorities to the Norwegian authorities.
Vis mer
Requirement: The tenderer must be able to show adequate economic and financial capacity for the delivery.
A credit rating with key figures from a recognised credit assessment company, or other form of documentation to verify that the requirement has been met.
Teknisk og faglig kapasitet:
Requirement: Tenderers must have sufficient experience to carry out the delivery, including experience with the delivery of the requested products.
Documentation:
A description of the tenderer´s most relevant assignments in the last three years, together with information on the contracts´ value, date of delivery or execution and the name of the recipient. Tenderers must state at least three relevant assignments. If a tenderer has more than three relevant assignments, the tenderer is requested to list them.
Vis mer
Relevant assignments means assignments/deliveries of an equivalent nature and size as that requested in this contest. Tenderers are responsible for ensuring that the description is of such a nature that it verifies that the requirement has been met.
Requirement: Tenderers must be suitable to carry out the assignment. Tenderers must be a serious and stable actor with the delivery of switchboards and contact centre system services as part of their business, and tenderers must have sufficient capacity to carry out the assignment.
Vis mer
Documentation of the company's history as regards the delivery of switchboards and contact centre system services, conditions, and the company's business.
* An account of the company's history and the company's business and competence within switchboards and contact centre systems.
* Number of employees for activities related to telecommunication services as well as an account of the employees' competence and competence development.
Requirement: Tenderers must have a good and well-functioning quality assurance system.
Documentation: A description of the tenderer's quality assurance methods. If a tenderer is certified in accordance with ISO 9001 or equivalent standards, it is sufficient to present a copy of the valid certificate.

Prosedyre
Rettslig grunnlag: 32014L0024
Minste antall kandidater: 3
Største antall kandidater: 5
Objektive kriterier for å velge det begrensede antallet kandidater:
Selection criterium:
Tenderer's experience from equivalent deliveries.
In the assessment, the contracting authority will emphasise the number of relevant assignments over the last three years and the relevance of the assignments in relation to their nature and value as in this procurement
Documentation:
The tenderer's response to the qualification requirement in point 5.4 (tender documentation) on reference assignments.
The tenderer's suitability to carry out the assignment
In the assessment, the contracting authority will emphasise the company's activities in the delivery of services under this agreement, as well as the tenderer's capacity and reliability.
The tenderer's response to the qualification requirement in section 5.4 (Tender Documentation), regarding suitability to carry out the assignment
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 2024-02-23 📅

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 974 761 424
Kontakt
Kontaktpunkt: Lars Haatveit Jenssen
Adresse til kjøperprofilen: https://eu.eu-supply.com/ctm/Company/CompanyInformation/Index/275688 🌏
URL for dokumenter: http://eu.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=379594&B=DSS 🌏

Utfyllende informasjon
Klageinstans
Navn: Oslo Tingrett
Postadresse: Postboks 2106 Vika
Poststed: Oslo
Postnummer: 0125
Land: Norge 🇳🇴
Telefon: +47 22035200 📞
E-post: oslo.tingrett@domstol.no 📧
Internettadresse: http://www.domstol.no/otir 🌏
Kilde: OJS 2023/S 183-568263 (2023-09-19)
Nye anskaffelser i relaterte kategorier 🆕
Relaterte søk 🔍
Produkter/tjenester:
Programvare og informasjonssystemer Kommunikasjons- og multimediaprogramvare Kommunikasjonsprogramvare Post- og telekommunikasjonstjenester Telekommunikasjonstjenester Telefon- og dataoverføringstjenester Tjenester tilknyttet lukkede... Sentralbordtjenester Datatjenester: rådgivning,... Internett tjenester