Purchase of a service management tool

Oslo municipality c/o the Agency for Improvement and Development invites tenderers to a competition with negotiations for a contract for service management tools with associated services. Oslo municipality c/o the Agency for Improvement and Development invites tenderers to a competition with negotiations for a contract for service management tools with …

CPV: 48000000 Ohjelmatuotteet ja tietojärjestelmät, 48517000 IT-ohjelmatuotteet, 72000000 Tietotekniset palvelut: neuvonta, ohjelmistojen kehittäminen, Internet ja tuki, 72200000 Ohjelmointi ja siihen liittyvät neuvontapalvelut, 72260000 Ohjelmistoihin liittyvät palvelut
Teloituspaikka:
Purchase of a service management tool
Myöntävä elin:
Oslo kommune v/ Utviklings- og kompetanseetaten
Myöntämisnumero:
24/1499

1. Buyer

1.1 Buyer

Official name : Oslo kommune v/ Utviklings- og kompetanseetaten
Legal type of the buyer : Body governed by public law, controlled by a local authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Purchase of a service management tool
Description : Oslo municipality c/o the Agency for Improvement and Development invites tenderers to a competition with negotiations for a contract for service management tools with associated services.
Procedure identifier : b49fada7-e299-48ff-ae36-f46ac794d998
Internal identifier : 24/1499
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 ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48517000 IT software package
Additional classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72260000 Software-related services

2.1.2 Place of performance

Country : Norway
Anywhere in the given country

2.1.3 Value

Estimated value excluding VAT : 146 000 000 Norwegian krone

2.1.4 General information

Additional information : The procurement is for the procurement of cloud services (SaaS), as well as the tenderer's performance in connection with management and maintenance, and the procurement of consultancy services as needed. The tenderer shall ensure operation, maintenance and management of the system. The need that shall be covered in the procurement is, therefore, primarily a service procurement provided by the contract supplier. As the procurement concerns a service procurement where Oslo municipality procures human resources that shall be responsible for the operation, maintenance and management of the system, the municipality considers that the procurement, in its nature, has a climate footprint and an environmental impact that is immaterial and will therefore not include award criteria concerning climate and environment, c.f. the Public Procurement Regulations § 7-9. The actual procurement of human resources and any purchases of consultancy services will include restricted travel activities and the use of paper or consumables. A direct climate footprint as a result of the procurement is therefore expected to be of a modest character. However, if sub-supplier chains take into consideration, we can see that possible climate footprint and environmental impact may arise for the operation of data centres connected to the cloud service SMV. The tenderer ́s influence over this energy consumption and the possible environmental impact is, however, very limited and aimlessly for the contracting authority to emphasise or set requirements in the requirement specifications of the above in this procurement. Based on this, the procurement of a new service management tool is assessed in its nature to have immaterial climate footprint and environmental impact, and therefore falls under the exception rule in PPR § 7-9 (5).
Legal basis :
Directive 2014/24/EU

2.1.6 Grounds for exclusion

Sources of grounds for exclusion : Notice
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.
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).
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).
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 control of organised crime (EUT L 300 of 11.11.2008, p. 42)
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.
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).
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.
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.
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.
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?
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.
Misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure : Have the tenderer:a) given grossly incorrect information when notifying the information required to verify that there is no basis for rejection, or of the qualification requirements being met,b) failed to provide such information,c) subject to immediately submitting the supporting documents requested by the Contracting Authority, ord) improperly affecting 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 : Are tenderers 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?
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 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?
Breaching obligation relating to payment of taxes : Has the tenderer not fulfilled his tax and duty obligations in the country in which he is established, and in the contracting authority's 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 made mandatory in accordance with the current national law without the possibility for exceptions.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
Analogous situation like bankruptcy, insolvency or arrangement with creditors under national law : 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 made mandatory in accordance with the current national law without the possibility for exceptions.

5. Lot

5.1 Lot technical ID : LOT-0000

Title : Purchase of a service management tool
Description : Oslo municipality c/o the Agency for Improvement and Development invites tenderers to a competition with negotiations for a contract for service management tools with associated services.
Internal identifier : 24/1499

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48517000 IT software package
Additional classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72260000 Software-related services

5.1.2 Place of performance

Country : Norway
Anywhere in the given country
Additional information :

5.1.3 Estimated duration

Duration : 3 Year

5.1.4 Renewal

Maximum renewals : 7
Other information about renewals : 1 + 1 + 1 + 1 + 1 + 1 + 1 + 1 years. The contract will be valid for 3 years from the delivery date and it will automatically renew for 1 year at a time, unless terminated by the contract. The total contract period is maximum ten years.

5.1.5 Value

Estimated value excluding VAT : 146 000 000 Norwegian krone

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
Additional information : The procurement is for the procurement of cloud services (SaaS), as well as the tenderer's performance in connection with management and maintenance, and the procurement of consultancy services as needed. The tenderer shall ensure operation, maintenance and management of the system. The need that shall be covered in the procurement is, therefore, primarily a service procurement provided by the contract supplier. As the procurement concerns a service procurement where Oslo municipality procures human resources that shall be responsible for the operation, maintenance and management of the system, the municipality considers that the procurement, in its nature, has a climate footprint and an environmental impact that is immaterial and will therefore not include award criteria concerning climate and environment, c.f. the Public Procurement Regulations § 7-9. The actual procurement of human resources and any purchases of consultancy services will include restricted travel activities and the use of paper or consumables. A direct climate footprint as a result of the procurement is therefore expected to be of a modest character. However, if sub-supplier chains take into consideration, we can see that possible climate footprint and environmental impact may arise for the operation of data centres connected to the cloud service SMV. The tenderer ́s influence over this energy consumption and the possible environmental impact is, however, very limited and aimlessly for the contracting authority to emphasise or set requirements in the requirement specifications of the above in this procurement. Based on this, the procurement of a new service management tool is assessed in its nature to have immaterial climate footprint and environmental impact, and therefore falls under the exception rule in PPR § 7-9 (5).

5.1.9 Selection criteria

Sources of selection criteria : Notice
Criterion : References on specified deliveries
Description : Tenderers shall have good experience from equivalent assignments and the cloud service that shall be offered. Equivalent assignments mean the establishment and management of a service management tool for major contracting authorities (public or private) with comparable needs and complexity. Documentation requirement: Brief description of the three most relevant assignments in the last three years, including: - the cloud service that has been established and what services have been awarded the assignment. - implementation of the establishment project, including: o what processes o number of integrations - information on the contract ́s value, date of delivery. - name of the contracting authority - description of the assignment ́s content including the contracting authority ́s need and complexity. - how long the service provider has been connected to the Cloud Service Manufacturer as the collaboration partner. References for the assignments shall be provided upon request. The number of executive officers, final users and the number of annual enquiries shall also be given for each delivery. The tenderer will be responsible for ensuring that the description is of such a nature that it documents that the requirement is met.
The criteria will be used to select the candidates to be invited for the second stage of the procedure
Criterion : Average yearly manpower
Description : Tenderers shall have sufficient implementation ability and capacity for the services that shall be provided. Documentation requirement: A short, general description of the company including: - An account of the company ́s overall organisation and the number of employees with core competence with connection to the delivery and the cloud service that shall be offered. - If relevant: A description of how much of the contract the tenderer plans to outsource to sub-suppliers.
The criteria will be used to select the candidates to be invited for the second stage of the procedure
Criterion : Certificates by independent bodies about quality assurance standards
Description : Tenderers shall have a relevant quality assurance system for the content of the contract. Documentation requirement: A description of the tenderer's quality assurance system. Alternatively: Certificate for the company's quality assurance system issued by independent bodies that confirms the tenderer fulfils certain quality assurance standards, for example ISO 9001:2015.
Criterion : Certificates by independent bodies about environmental management systems or standards
Description : Tenderers shall have an environmental management system. Documentation requirement: Certificate for the tenderer's environmental management system issued by an independent body that confirms compliance with environmental management standards. Other documentation which shows that the tenderer has sufficient quality assurance measures can be accepted. As a minimum, a general description of how the system is relevant for this contract must be given.
Criterion : Security of information
Description : Tenderers shall have a management system for information security that is based on ISO/IEC 27001, SOC 1/2/3, CSA Star level 2 or equivalent. The management system shall include all activities that contribute to the Contracting Authority's delivery. Documentation requirement: Certificate for the tenderer's management system, unsted by an independent body that confirms fulfilment of ISO 27001 or equivalent. Other documentation which shows that the tenderer has sufficient quality assurance measures can be accepted. As a minimum, a general description of how the system is relevant for this contract must be given.
Criterion : Enrolment in a trade register
Description : The tenderer shall be a legally established company. Documentation requirement: Norwegian companies: Company Registration Certificate Foreign companies: Proof that the company is registered in a trade or business register as prescribed by the law of the country where the company is established.
Criterion : Other economic or financial requirements
Description : Tenderers must have sufficient economic and financial capacity to be able to fulfil the contract. Documentation requirement: The company's last Annual Financial Statements including notes, the Board's Annual Report and Audit Report, as well as new information of relevance to the company's fiscal numbers. The contracting authority reserves the right to obtain credit appraisal on its own initiative.
Information about the second stage of a two-stage procedure :
Minimum number of candidates to be invited for the second stage of the procedure : 4
Maximum number of candidates to be invited for the second stage of the procedure : 6
The procedure will take place in successive stages. At each stage, some participants may be eliminated

5.1.10 Award criteria

Criterion :
Type : Price
Name : Price
Description : The tenderer ́s response to Annex 7 Annex 1 Price List and service catalogue.
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 30
Criterion :
Type : Quality
Name : Functionality
Description : The contracting authority needs a secure and future orientated service management tool that can easily be configured and adapted. There is a need for a system with functions that take care of the Contracting Authority ́s need for efficient case handling in the face of users of the system and that provide support for the use of the ITIL processes requested by the Contracting Authority. Documentation requirement: The tenderer ́s response in Annex 2 and other documentation requirements as stated in Annex 1.
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 25
Criterion :
Type : Quality
Name : Usability
Description : The contracting authority needs a service management tool that has an intuitive design, is efficient in use and that provides satisfied users of the system. Documentation requirement: Testing the tenderer ́s system/system, cf. Annex 1 Annex 3 Description of the demo system.
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 20
Criterion :
Type : Quality
Name : Interaction
Description : The contracting authority needs a clear and clear plan for the establishment of the system. There is a need for an efficient and predictable progress plan, which ensures a good basis for management of the system. The contracting authority needs a flexible and reliable interaction party who provides good service and who ensures neat management of the service in its work with the Customer. Documentation requirement: The tenderer ́s response to: • Annex 2 • Annex 2 Annex 1 Management Plan. • Annex 2 Annex 2 Interaction Plan. • Annex 4 Plan for facilitating and implementing cloud services. • Annex 5 Service Level for the Tenderer's services in the management phase with standardised compensations.
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 25
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria :

5.1.11 Procurement documents

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : Norwegian
Electronic catalogue : Not allowed
Deadline for receipt of requests to participate : 01/07/2025 10:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Electronic invoicing : Required
Electronic ordering will be used : yes
Electronic payment will be used : yes

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 : A petition for a provisional injunction against the Contracting Authority's decision to reject or reject a request for participation in the competition must be presented to the court within 15 days calculated from the day after notification of the rejection or rejection has been sent. Waiting period:
Organisation providing more information on the review procedures : Oslo Tingrett -
Organisation receiving requests to participate : Oslo kommune v/ Utviklings- og kompetanseetaten -
Organisation processing tenders : Oslo kommune v/ Utviklings- og kompetanseetaten -

8. Organisations

8.1 ORG-0001

Official name : Oslo kommune v/ Utviklings- og kompetanseetaten
Registration number : 971183675
Department : Innkjøpstjenester
Postal address : Grensesvingen 6
Town : Oslo
Postcode : 0663
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Contact point : Elin Furuheim
Telephone : +47 21802180
Roles of this organisation :
Buyer
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

Official name : Oslo Tingrett
Registration number : 926 725 939
Postal address : C. J. Hambros plass 4
Town : Oslo
Postcode : 0164
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Telephone : +47 22035200
Roles of this organisation :
Review organisation
Organisation providing more information on the review procedures
Notice information
Notice identifier/version : b8dd3129-12ca-4731-a06b-b6b101ddaed3 - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 28/05/2025 13:01 +00:00
Notice dispatch date (eSender) : 28/05/2025 14:31 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00354928-2025
OJ S issue number : 104/2025
Publication date : 02/06/2025