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: 64000000 Postal and telecommunications services, 48000000 Software package and information systems, 48510000 Communication software package, 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, 79500000 Office-support services, 79510000 Telephone-answering 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
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
:
Meetings at the contracting authority ́s premises in Lillehammer and Oslo must be expected.
2.1.4 General information
Legal basis
:
Directive 2014/25/EU
2.1.6 Grounds for exclusion
Analogous situation like bankruptcy 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.
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.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
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)
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 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 made mandatory in accordance with the current national law without the possibility for exceptions.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
Guilty of 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
:
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?
Guilty of 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.
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 made mandatory in accordance with the current national law without the possibility for exceptions.
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?
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.
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
:
Meetings at the contracting authority ́s premises in Lillehammer and Oslo must be expected.
5.1.3 Estimated duration
Duration
:
2
Year
5.1.4 Renewal
Maximum renewals
:
8
The buyer reserves the right for additional purchases from the contractor, as described
here
:
The contract will be valid for two (2) years calculated from the delivery date. The contract will then be renewed automatically for 1 (one) year at a time, unless 6 (six) months notice is given by the Contracting Authority before the renewal date. Tenderers can give notice on the contract with 12 (twelve) months notice before the renewal date. The contract will automatically expire after 10 years if neither party has previously terminated it.
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)
:
no
5.1.9 Selection criteria
Criterion
:
Type
:
Economic and financial standing
Name
:
economic and financial capacity
Description
:
Requirement: Tenderers shall have sufficient economic and financial capacity to fulfil the contract. Documentation requirement: • A credit rating based on the most recent financial figures. The rating shall be carried out by a credit rating company with licence to conduct this service. The credit rating shall not be older than 6 months from the submission date from the tender offer. • Annual financial statements from the last financial year.
Use of this criterion
:
Used
Criterion
:
Type
:
Other
Name
:
This fulfils the objective and non-discriminatory criteria or rules that shall be used to select the number of tenderers in the following way: If certain certificates or other forms of documentation are requested, indicate for each individual whether the tenderer is in possession of the requested documents:
Description
:
If any of these certificates or other forms of documentation are available in electronic form, the certificates are to be provided for each:
Use of this criterion
:
Used
Criterion
:
Type
:
Other
Name
:
The tenderer fulfils the stated qualification requirements:
Description
:
All the necessary selection criteria specified in the notice or in the procurement documents mentioned in the notice are fulfilled.
Use of this criterion
:
Used
Criterion
:
Type
:
Suitability to pursue the professional activity
Name
:
Registrations and authorisations
Description
:
Requirement: Tenderers shall be registered in a company register, professional register or a commerce register in the country where the tenderer is established. Documentation requirement: • Norwegian companies: Company Registration Certificate. • Foreign companies: Verification that the tenderer is registered in a company register, professional register or a commerce register in the country where the tenderer is established.
Use of this criterion
:
Used
Criterion
:
Type
:
Technical and professional ability
Name
:
Technical and professional qualifications
Description
:
Requirement: The tenderer shall have good experience with relevant deliveries. Documentation requirement: Tenderers shall give a description of a minimum of three/maximum five relevant deliveries in the last three years. The references must include information about the delivery ́s value and content, date of delivery, as well as the name of the public or private recipient and contact information for their gender neutral preferred. Relevant references means references for the delivery of a comparable scope to other customers in the public sector and/or of an equivalent nature and size. Entur reserves the right to contact the reference customers. Use the template in annex 3.
Use of this criterion
:
Used
Criterion
:
Type
:
Technical and professional ability
Name
:
Quality assurance system
Description
:
Requirement: Tenderers shall have a good and well functioning quality assurance system. Documentation requirement: Description of the tenderer's quality assurance system (up to two A4 pages), or a copy of the system certificate issued by accredited certification bodies, or equivalent documentation. If a tenderer holds a valid ISO 9001 certificate, such a certificate will be accepted as documentation of fulfilment of the qualification requirement.
Use of this criterion
:
Used
5.1.11 Procurement documents
Deadline for requesting additional information
:
26/11/2024
23:00 +00:00
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
:
Allowed
Deadline for receipt of requests to participate
:
02/12/2024
11:00 +00:00
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
:
not applicable
Electronic invoicing
:
Required
Electronic ordering will be used
:
yes
Electronic payment will be used
:
yes
Financial arrangement
:
Non financial terms beyond that stated in the qualification requirements.
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
Organisation providing additional information about the procurement procedure
:
Entur AS
Organisation providing offline access to the procurement documents
:
Entur AS
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
:
Norway
Contact point
:
Lars Haatveit Jenssen
Telephone
:
+47 92260400
Roles of this organisation
:
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
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
:
259ff3ee-a35d-4437-8b3a-00a62c2863d4
-
01
Form type
:
Competition
Notice type
:
Contract or concession notice – standard regime
Notice dispatch date
:
21/10/2024
08:03 +00:00
Notice dispatch date (eSender)
:
21/10/2024
08:03 +00:00
Languages in which this notice is officially available
:
English
11.2 Publication information
Notice publication number
:
00639578-2024
OJ S issue number
:
206/2024
Publication date
:
22/10/2024