Procurement of a contact centre system for 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. …

CPV: 32000000 Radio, television, communication, telecommunication and related equipment, 32524000 Telecommunications system, 32542000 Switchboard panels, 64000000 Postal and telecommunications services, 72000000 IT services: consulting, software development, Internet and support, 79000000 Business services: law, marketing, consulting, recruitment, printing and security, 79510000 Telephone-answering services, 79500000 Office-support services, 79512000 Call centre
Deadline:
Sept. 10, 2025, 10 a.m.
Deadline type:
Submitting a bid
Place of execution:
Procurement of a contact centre system for Lånekassen
Awarding body:
Lånekassen
Award number:
509

1. Buyer

1.1 Buyer

Official name : Lånekassen
Legal type of the buyer : Regional authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Procurement of a contact centre system for Lånekassen
Description : 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.
Procedure identifier : 6954a5ea-ada7-4b8b-a049-b49c724218fa
Internal identifier : 509
Type of procedure : Open
The procedure is accelerated : no

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 32000000 Radio, television, communication, telecommunication and related equipment
Additional classification ( cpv ): 64000000 Postal and telecommunications services
Additional classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 32524000 Telecommunications system
Additional classification ( cpv ): 32542000 Switchboard panels

2.1.2 Place of performance

Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway

2.1.3 Value

Estimated value excluding VAT : 6 000 000 Norwegian krone

2.1.4 General information

Legal basis :
Directive 2014/24/EU

2.1.6 Grounds for exclusion

Sources of grounds for exclusion : Notice
Analogous situation like bankruptcy, insolvency or arrangement with creditors under national law : 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.
Bankruptcy : 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.
Corruption : 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.
Arrangement with creditors : 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.
Participation in a criminal organisation : 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).
Agreements with other economic operators aimed at distorting competition : Has the tenderer entered into agreement(s) with other tenderers with the intention of turning the competition?
Breaching of obligations in the fields of environmental law : 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.
Money laundering or terrorist financing : 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 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).
Fraud : 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 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).
Child labour and including other forms of trafficking in human beings : 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 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).
Insolvency : 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.
Breaching of obligations in the fields of labour law : 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.
Assets being administered by liquidator : 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.
Misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure : 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?
Conflict of interest due to its participation in the procurement procedure : Is the tenderer aware of a conflict of interest as stated in national law, the relevant notice or procurement documents?
Direct or indirect involvement in the preparation of this procurement procedure : 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?
Grave professional misconduct : Has the tenderer committed serious errors in professional practice? If relevant, see the definitions in national law, the relevant notice or procurement documents.
Early termination, damages, or other comparable sanctions : 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?
Breaching of obligations in the fields of social law : 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.
Breaching obligation relating to payment of social security contributions : 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?
Business activities are suspended : 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.
Breaching obligation relating to payment of taxes : 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?
Terrorist offences or offences linked to terrorist activities : 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.
Offence concerning its professional conduct in the domain of defence procurement : 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, have been legally convicted of offences regarding professional behaviour in defence procurements?
Lack of reliability to exclude risks to the security of the country : Is the tenderer assessed to lack reliability that is necessary to exclude the risk of national security?

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Procurement of a contact centre system for Lånekassen
Description : 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.
Internal identifier : 619

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 32000000 Radio, television, communication, telecommunication and related equipment
Additional classification ( cpv ): 64000000 Postal and telecommunications services
Additional classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 32524000 Telecommunications system
Additional classification ( cpv ): 32542000 Switchboard panels

5.1.2 Place of performance

Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Additional information :

5.1.3 Estimated duration

Start date : 01/04/2026
Duration end date : 01/04/2032

5.1.4 Renewal

Maximum renewals : 3
Other information about renewals : 1 + 1 + 1 year. Option for extension of 1+1+1.

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.9 Selection criteria

Sources of selection criteria : Notice
Criterion : Other economic or financial requirements
Description : 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.
Criterion : Enrolment in a trade register
Description : 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.

5.1.10 Award criteria

Criterion :
Type : Price
Description : Price
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 30
Criterion :
Type : Quality
Description : Quality
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 70
Criterion :
Type : Quality
Description : 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.
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 0

5.1.11 Procurement documents

Access to certain procurement documents is restricted
Information about restricted documents is available at : https://app.artifik.no/procurements/509
Ad hoc communication channel :
Name : e-Tendering

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English, Norwegian
Electronic catalogue : Not allowed
Deadline for receipt of tenders : 10/09/2025 10:00 +00:00
Deadline until which the tender must remain valid : 174 Day
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : N/A
Electronic invoicing : Required
Electronic ordering will be used : yes
Electronic payment will be used : yes
Financial arrangement : N/A

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 District Court
Organisation providing additional information about the procurement procedure : Lånekassen
Organisation providing more information on the review procedures : Lånekassen
Organisation receiving requests to participate : Artifik AS

8. Organisations

8.1 ORG-0001

Official name : Lånekassen
Registration number : 960885406
Postal address : Postboks 191 - Økern
Town : OSLO
Postcode : 0510
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Contact point : Bano Basri Younas
Telephone : +47 21496000
Internet address : https://lanekassen.no/
Buyer profile : https://lanekassen.no/
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing more information on the review procedures

8.1 ORG-0002

Official name : Oslo District Court
Registration number : 926725939
Postal address : Postboks 2106 Vika
Town : Oslo
Postcode : 0125
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Telephone : +47 22035200
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : Artifik AS
Registration number : 925364967
Postal address : Stortingsgata 12
Town : Oslo
Postcode : 0161
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Telephone : +47 46630107
Internet address : https://artifik.no
Roles of this organisation :
Procurement service provider
Organisation receiving requests to participate

Notice information

Notice identifier/version : 3dd1612e-0f98-45d7-aff7-551de6559789 - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 30/06/2025 08:20 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00423246-2025
OJ S issue number : 123/2025
Publication date : 01/07/2025