20240059 SaaS delivery of a contact centre and staff planning system

The contracting authority needs a system with functionality that is necessary for: - execution of contact centre core tasks, first and foremost handling of external enquiries via specified channels as well as associated traffic management - staff planning, including duty planning and follow-up, i.a. for contact centre acitivities A service …

CPV: 72000000 Usługi informatyczne: konsultacyjne, opracowywania oprogramowania, internetowe i wsparcia, 32524000 System telekomunikacyjny, 32573000 Komunikacyjny system sterowania, 48000000 Pakiety oprogramowania i systemy informatyczne, 48330000 Pakiety oprogramowania do opracowywania harmonogramów i kontroli produkcji, 48332000 Pakiety oprogramowania do opracowywania harmonogramów, 48333000 Pakiety oprogramowania do zarządzania kontaktami, 48445000 Pakiety oprogramowania do zarządzania relacjami z klientami, 48510000 Pakiety oprogramowania komunikacyjnego, 64200000 Usługi telekomunikacyjne, 64210000 Usługi telefoniczne i przesyłu danych, 64214200 Usługi centrali telefonicznych, 72400000 Usługi internetowe, 72410000 Usługi dostawców, 72416000 Dostawcy usług aplikacyjnych, 72600000 Usługi doradcze i dodatkowe w zakresie sprzętu komputerowego, 79510000 Usługi telefonicznych automatów zgłoszeniowych, 79512000 Centrum obsługi klienta
Miejsce wykonania:
20240059 SaaS delivery of a contact centre and staff planning system
Miejsce udzielenia zamówienia:
Skatteetaten
Numer nagrody:
2024/2209

1. Buyer

1.1 Buyer

Official name : Skatteetaten
Legal type of the buyer : Central government authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : 20240059 SaaS delivery of a contact centre and staff planning system
Description : The contracting authority needs a system with functionality that is necessary for: - execution of contact centre core tasks, first and foremost handling of external enquiries via specified channels as well as associated traffic management - staff planning, including duty planning and follow-up, i.a. for contact centre acitivities A service contract shall be entered into, which shall include i.a. delivery of such a system as SaaS. The expression "SaaS" shall be understood as software functionality that is delivered as a service. The contract shall also include various other regulated, associated services.
Procedure identifier : 7eb53deb-1d75-4557-80a2-76f1b0d1ed84
Internal identifier : 2024/2209
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 ): 32524000 Telecommunications system
Additional classification ( cpv ): 32573000 Communications control system
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48330000 Scheduling and productivity software package
Additional classification ( cpv ): 48332000 Scheduling software package
Additional classification ( cpv ): 48333000 Contact management software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
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 ): 64214200 Telephone switchboard services
Additional classification ( cpv ): 72400000 Internet services
Additional classification ( cpv ): 72410000 Provider services
Additional classification ( cpv ): 72416000 Application service providers
Additional classification ( cpv ): 72600000 Computer support and consultancy services
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79512000 Call centre

2.1.2 Place of performance

Anywhere in the European Economic Area

2.1.4 General information

Legal basis :
Directive 2014/24/EU

2.1.6 Grounds for exclusion

Analogous situation like bankruptcy under national law : See sub-section 3.3 in the tender documentation's main document.
Bankruptcy : See sub-section 3.3 in the tender documentation's main document.
Corruption : See sub-section 3.3 in the tender documentation's main document.
Arrangement with creditors : See sub-section 3.3 in the tender documentation's main document.
Participation in a criminal organisation : See sub-section 3.3 in the tender documentation's main document.
Agreements with other economic operators aimed at distorting competition : See sub-section 3.3 in the tender documentation's main document.
Breaching of obligations in the fields of environmental law : See sub-section 3.3 in the tender documentation's main document.
Money laundering or terrorist financing : See sub-section 3.3 in the tender documentation's main document.
Fraud : See sub-section 3.3 in the tender documentation's main document.
Child labour and other forms of trafficking in human beings : See sub-section 3.3 in the tender documentation's main document.
Insolvency : See sub-section 3.3 in the tender documentation's main document.
Breaching of obligations in the fields of labour law : See sub-section 3.3 in the tender documentation's main document.
Assets being administered by liquidator : See sub-section 3.3 in the tender documentation's main document.
Guilty of misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure : See sub-section 3.3 in the tender documentation's main document.
Purely national exclusion grounds : See sub-section 3.3 in the tender documentation's main document.
Conflict of interest due to its participation in the procurement procedure : See sub-section 3.3 in the tender documentation's main document.
Direct or indirect involvement in the preparation of this procurement procedure : See sub-section 3.3 in the tender documentation's main document.
Guilty of grave professional misconduct : See sub-section 3.3 in the tender documentation's main document.
Early termination, damages or other comparable sanctions : See sub-section 3.3 in the tender documentation's main document.
Breaching of obligations in the fields of social law : See sub-section 3.3 in the tender documentation's main document.
Payment of social security contributions : See sub-section 3.3 in the tender documentation's main document.
Business activities are suspended : See sub-section 3.3 in the tender documentation's main document.
Payment of taxes : See sub-section 3.3 in the tender documentation's main document.
Terrorist offences or offences linked to terrorist activities : See sub-section 3.3 in the tender documentation's main document.

5. Lot

5.1 Lot technical ID : LOT-0000

Title : 20240059 SaaS delivery of a contact centre and staff planning system
Description : The contracting authority needs a system with functionality that is necessary for: - execution of contact centre core tasks, first and foremost handling of external enquiries via specified channels as well as associated traffic management - staff planning, including duty planning and follow-up, i.a. for contact centre acitivities A service contract shall be entered into, which shall include i.a. delivery of such a system as SaaS. The expression "SaaS" shall be understood as software functionality that is delivered as a service. The contract shall also include various other regulated, associated services.
Internal identifier : 2024/2209

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 ): 32524000 Telecommunications system
Additional classification ( cpv ): 32573000 Communications control system
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48330000 Scheduling and productivity software package
Additional classification ( cpv ): 48332000 Scheduling software package
Additional classification ( cpv ): 48333000 Contact management software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
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 ): 64214200 Telephone switchboard services
Additional classification ( cpv ): 72400000 Internet services
Additional classification ( cpv ): 72410000 Provider services
Additional classification ( cpv ): 72416000 Application service providers
Additional classification ( cpv ): 72600000 Computer support and consultancy services
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79512000 Call centre

5.1.2 Place of performance

Anywhere in the European Economic Area
Additional information :

5.1.3 Estimated duration

Duration : 8 Year

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

Criterion :
Type : Economic and financial standing
Name : Economic and financial capacity
Description : Selection criteria: - Tenderers shall have satisfactory solidity. Documentation requirement: - Credit rating, not older than one year calculated from the deadline for receipt of the request for participation. - If a tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, a credit rating must also be presented for such companies. The credit rating shall fulfil the requirements in the section above. Furthermore, the tenderer must document to the contracting authority that it can use the relevant and necessary resources of such company, for example, by enclosing a commitment statement. See the last section in the sub-section 3.3 in the tender documentation's main document. *** Please note that the contracting authority also requires that the tenderer has its tax, employer contribution and VAT payments in order, cf. sub-section 2.1 in the tender documentation's main document. The following documentation requirement applies to the latter requirement: - Norwegian tenderers shall submit a certificate from the Norwegian Tax Administration, which states the extent of any tax, employer contribution and VAT payment arrears. - Foreign tenderers shall submit an equivalent certificate from authorities equivalent to the Norwegian authorities. - The certificate shall not be more than six months old, calculated from the deadline for receipt of the request for participation. Any arrears and other notes must be explained.
Use of this criterion : Used
Criterion :
Type : Suitability to pursue the professional activity
Name : Organisational and legal position
Description : Selection criteria: - The tenderer shall be a legally established company. Documentation requirement: - Norwegian tenderers shall submit a company registration certificate. - Foreign tenderers shall submit documentation that proves that the tenderers are registered in a trade or business register as prescribed by the law of the country where the tenderers are established.
Use of this criterion : Used
Criterion :
Type : Technical and professional ability
Name : Technical and professional qualifications
Description : Selection critera: 1. The tenderer shall, in the latest five years, have sold SaaS(*) to at least two external customers(*), where SaaS that has been sold to the individual external customer a. shall include functionality for contact centre activities, and as a minimum functionality for answering enquiries via telephone and chat b. shall have been used for contact centre activities by each external customer, and as a minimum to answer enquiries via telephone and chat c. over a period of 12 months during the latest five years shall have handled a minimum of 125,000 incoming telephone calls to each external customer 2. To each external customer that the tenderer has sold SaaS in accordance with point 1 above, the tenderer shall also have provided the following services within the latest five years: a. Carried out or assisted with the technical and functional configuration of the same SaaS that the tenderer has sold b. Carried out or assisted with the development and/or set-up of integration between the same SaaS that the tenderer has sold and at least one other solution 3. The tenderer shall within the latest five years have sold SaaS to at least one external customer, where the SaaS sold to each external customer shall have included functionality for staff planning, have been used for staff planning by each external customer and in this regard have been used by each external customer to, at one point, handle a minimum of 75 different persons at the same time. * "SaaS": Software functionality delivered as a online service. In regards to the selection criteria, such software funtionality can originate from one or several underlying solutions and services, including solutions and SaaS deliveries from different manufacturers. * "external customer": Customer outside the tenderers own organisation and group structure that the tenderer is part of. Documentation requirements: The tenderer shall include a statement which proves that the selection criteria is fullfilled. The statement shall be structured in accordance with the structure of the selection criteria. The statement shall at least include a description of the contractual relationships, which the tenderer is or has been a part of during the latest five years, which proves fulfilment of the selection criteria, including information on (o) the nature and extent of each contractual relationship (o) the value and duration of each contract (o) date each contractual relationship was established (o) the name of the public or private external customer (o) name, telephone number and email address of a each external customer's contact person - If the tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, the tenderer must document that the tenderer can use the company ́s relevant and necessary resources, for example by presenting a commitment statement from such company. Please note that companies that the tenderer rely on in this regard, also, if a contract between the tenderer and the contracting authority is entered into, must be used by the tenderer in accordance with PPR § 16-10 (5). See also the last section in the sub-section 3.3 in the tender documentation's main document.
Use of this criterion : Used
Information about the second stage of a two-stage procedure :
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 : T1 - Price
Description : See the tender documentation's main document.
Weight (percentage, exact) : 30
Criterion :
Type : Quality
Name : T2 - The service ́s qualitative value within the scope of specified sub-criteria, mainly related to technical, functional and security qualities
Description : See the tender documentation's main document.
Weight (percentage, exact) : 65
Criterion :
Type : Quality
Name : T3 - The service ́s qualitative value within the scope of specified sub-criteria, mainly related to the organisation and execution of the establishment phase, organisation and staffing of customer support as well as the consultants ́ competence
Description : See the tender documentation's main document.
Weight (percentage, exact) : 5
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

Address of the procurement documents : https://tendsign.com/doc.aspx?MeFormsNoticeId=55855

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 : 03/06/2025 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 : no
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
Electronic auction : no

5.1.16 Further information, mediation and review

Review organisation : Oslo tingrett

8. Organisations

8.1 ORG-0001

Official name : Skatteetaten
Registration number : 974761076
Department : Anskaffelser
Postal address : Fredrik Selmers vei 4
Town : Oslo
Postcode : 0663
Country : Norway
Contact point : Torgrim Kloster
Telephone : +47 80080000
Roles of this organisation :
Buyer

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

11. Notice information

11.1 Notice information

Notice identifier/version : 406d0de4-9338-4a95-9594-0e8efe5d7e9e - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 25/04/2025 10:06 +00:00
Notice dispatch date (eSender) : 25/04/2025 10:06 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00272168-2025
OJ S issue number : 82/2025
Publication date : 28/04/2025