1.1 Buyer
Official name
:
Entur AS
Activity of the contracting entity
:
Railway services
Customer Service Systems System
The objective of the procurement is to replace the system for customer service systems. Entur uses a customer service management system in our customer service areas. The system includes handling and administering more than 300,000 telephone calls and chat, as well as knowledge base, key choices, chat botter, user surveys …
CPV: 48000000 Software package and information systems, 48510000 Communication software package, 64000000 Postal and telecommunications services, 64200000 Telecommunications services, 64210000 Telephone and data transmission services, 64214000 Dedicated-business telephone network services, 64214200 Telephone switchboard services, 72000000 IT services: consulting, software development, Internet and support, 72400000 Internet services, 79000000 Business services: law, marketing, consulting, recruitment, printing and security, 79510000 Telephone-answering services, 79500000 Office-support services, 79512000 Call centre
1. Buyer
2. Procedure
2.1 Procedure
Title
:
Customer Service Systems System
Description
:
The objective of the procurement is to replace the system for customer service systems. Entur uses a customer service management system in our customer service areas. The system includes handling and administering more than 300,000 telephone calls and chat, as well as knowledge base, key choices, chat botter, user surveys and reporting. The current supplier also provides manpower planning. See Part 2 - Annex 1 - the Contracting Authority ́s requirement specifications for further information.
Procedure identifier
:
917ce50e-3103-4036-a3fd-a8d661affcd2
Previous notice
:
259ff3ee-a35d-4437-8b3a-00a62c2863d4-01
Internal identifier
:
20240017
Type of procedure
:
Negotiated with prior publication of a call for competition / competitive with negotiation
The procedure is accelerated
:
no
Justification for the accelerated procedure
:
Main features of the procedure
:
2.1.1 Purpose
Main nature of the contract
:
Services
Main classification
(
cpv
):
64000000
Postal and telecommunications services
Additional classification
(
cpv
):
48000000
Software package and information systems
Additional classification
(
cpv
):
48510000
Communication software package
Additional classification
(
cpv
):
64200000
Telecommunications services
Additional classification
(
cpv
):
64210000
Telephone and data transmission services
Additional classification
(
cpv
):
64214000
Dedicated-business telephone network services
Additional classification
(
cpv
):
64214200
Telephone switchboard services
Additional classification
(
cpv
):
72000000
IT services: consulting, software development, Internet and support
Additional classification
(
cpv
):
72400000
Internet services
Additional classification
(
cpv
):
79000000
Business services: law, marketing, consulting, recruitment, printing and security
Additional classification
(
cpv
):
79500000
Office-support services
Additional classification
(
cpv
):
79510000
Telephone-answering services
Additional classification
(
cpv
):
79512000
Call centre
2.1.2 Place of performance
Country
:
Norway
Anywhere in the given country
Additional information
:
Meeting activities in the contracting authority ́s premises in Lillehammer and Oslo must be expected.
2.1.4 General information
Legal basis
:
Directive 2014/25/EU
5. Lot
5.1 Lot technical ID : LOT-0000
Title
:
Customer Service Systems System
Description
:
The objective of the procurement is to replace the system for customer service systems. Entur uses a customer service management system in our customer service areas. The system includes handling and administering more than 300,000 telephone calls and chat, as well as knowledge base, key choices, chat botter, user surveys and reporting. The current supplier also provides manpower planning. See Part 2 - Annex 1 - the Contracting Authority ́s requirement specifications for further information.
Internal identifier
:
20240017
5.1.1 Purpose
Main nature of the contract
:
Services
Main classification
(
cpv
):
64000000
Postal and telecommunications services
Additional classification
(
cpv
):
48000000
Software package and information systems
Additional classification
(
cpv
):
48510000
Communication software package
Additional classification
(
cpv
):
64200000
Telecommunications services
Additional classification
(
cpv
):
64210000
Telephone and data transmission services
Additional classification
(
cpv
):
64214000
Dedicated-business telephone network services
Additional classification
(
cpv
):
64214200
Telephone switchboard services
Additional classification
(
cpv
):
72000000
IT services: consulting, software development, Internet and support
Additional classification
(
cpv
):
72400000
Internet services
Additional classification
(
cpv
):
79000000
Business services: law, marketing, consulting, recruitment, printing and security
Additional classification
(
cpv
):
79500000
Office-support services
Additional classification
(
cpv
):
79510000
Telephone-answering services
Additional classification
(
cpv
):
79512000
Call centre
5.1.2 Place of performance
Country
:
Norway
Anywhere in the given country
Additional information
:
Meeting activities in the contracting authority ́s premises in Lillehammer and Oslo must be expected.
5.1.6 General information
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA)
:
no
5.1.15 Techniques
Framework agreement
:
No framework agreement
Information about the dynamic purchasing system
:
No dynamic purchase system
5.1.16 Further information, mediation and review
Review organisation
:
Oslo tingrett
-
Information about review deadlines
:
appeals deadline expired 28.04.2025
Organisation providing additional information about the procurement procedure
:
Entur AS
-
Organisation signing the contract
:
Entur AS
6. Results
Value of all contracts awarded in this notice
:
18 000 000
Norwegian krone
6.1 Result lot ldentifier : LOT-0000
At least one winner was chosen.
6.1.2 Information about winners
Winner
:
Official name
:
NetNordic Norway AS
Tender
:
Tender identifier
:
EnTur Kundeservice
Identifier of lot or group of lots
:
LOT-0000
Value of the tender
:
19 000 000
Norwegian krone
The tender is a variant
:
no
Subcontracting
:
No
Contract information
:
Identifier of the contract
:
-
Title
:
System for customer service systems - NetNordic Norway AS
Date on which the winner was chosen
:
11/04/2025
Date of the conclusion of the contract
:
12/06/2025
Organisation signing the contract
:
Entur AS
6.1.3 Non-winning tenderers :
Tenderer
:
Official name
:
TELIA NORGE AS
Tenderer
:
Official name
:
Crayon AS
Tenderer
:
Official name
:
Loxysoft AS
Tenderer
:
Official name
:
Advania Norge AS
6.1.4 Statistical information
Summary of the review requests the buyer received
:
Number of complainants
:
0
Received tenders or requests to participate
:
Type of received submissions
:
Tenders
Number of tenders or requests to participate received
:
1
8. Organisations
8.1 ORG-0001
Official name
:
Entur AS
Registration number
:
917422575
Department
:
Økonomi - Innkjøp
Postal address
:
Rådhusgata 5
Town
:
Oslo
Postcode
:
0151
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Cyrille Noli
Telephone
:
+47 92260400
Roles of this organisation
:
Buyer
Organisation providing additional information about the procurement procedure
Organisation signing the contract
8.1 ORG-0002
Official name
:
Oslo tingrett
Registration number
:
926 725 939
Postal address
:
Postboks 2106 Vika
Town
:
Oslo
Postcode
:
0125
Country subdivision (NUTS)
:
Oslo
(
NO081
)
Country
:
Norway
Telephone
:
22 03 52 00
Roles of this organisation
:
Review organisation
8.1 ORG-0003
Official name
:
TELIA NORGE AS
Size of the economic operator
:
Large
Registration number
:
981929055
Department
:
Large Accounts
Postal address
:
Postboks 4444 Nydalen
Town
:
Oslo
Postcode
:
0403
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Andre Jensen
Telephone
:
+4723888000
Roles of this organisation
:
Tenderer
8.1 ORG-0004
Official name
:
NetNordic Norway AS
Size of the economic operator
:
Large
Registration number
:
993062561
Department
:
Försäljning
Postal address
:
Postboks 118
Town
:
Lysaker
Postcode
:
1325
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Endre Grønningsæter
Telephone
:
21 06 26 00
Roles of this organisation
:
Tenderer
Winner of these lots
:
LOT-0000
8.1 ORG-0005
Official name
:
Crayon AS
Size of the economic operator
:
Large
Registration number
:
991124810
Department
:
Bid Management
Postal address
:
Sandakerveien 114a
Town
:
Oslo
Postcode
:
0484
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Christie Torkildsen
Telephone
:
04722891000
Roles of this organisation
:
Tenderer
8.1 ORG-0006
Official name
:
Loxysoft AS
Size of the economic operator
:
Large
Registration number
:
950419016
Department
:
Salg
Postal address
:
Olaf Helsets vei 6
Town
:
Oslo
Postcode
:
0694
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Silje Abrahamsen
Telephone
:
+47 22 78 09 50
Roles of this organisation
:
Tenderer
8.1 ORG-0007
Official name
:
Advania Norge AS
Size of the economic operator
:
Large
Registration number
:
992009241
Department
:
Products Salg
Postal address
:
Pilestredet 33
Town
:
Oslo
Postcode
:
0166
Country subdivision (NUTS)
:
Innlandet
(
NO020
)
Country
:
Norway
Contact point
:
Trym Merg
Telephone
:
+47 81558040
Roles of this organisation
:
Tenderer
Notice information
Notice identifier/version
:
545ec07d-20a4-4ece-8b3a-e1147b9d5a94
-
01
Form type
:
Result
Notice type
:
Contract or concession award notice – standard regime
Notice dispatch date
:
23/06/2025
09:56 +00:00
Notice dispatch date (eSender)
:
23/06/2025
10:09 +00:00
Languages in which this notice is officially available
:
English
Notice publication number
:
00409467-2025
OJ S issue number
:
119/2025
Publication date
:
25/06/2025