Case handling system

Entur AS invites tenderers to a negotiated procedure for the procurement of a system for manual, whole and partially automated processing of e-mail enquiries. The new system shall replace the current case handling system Entur has and shall be the main platform for the customer service providers in Entur to …

CPV: 48000000 Paquetes de software y sistemas de información, 48400000 Paquetes de software de transacciones comerciales y personales, 48445000 Paquetes de software de gestión de relaciones con el consumidor, 48480000 Paquetes de software de ventas, mercadotecnia e inteligencia empresarial, 72000000 Servicios TI: consultoría, desarrollo de software, Internet y apoyo, 72200000 Servicios de programación de software y de consultoría, 72260000 Servicios relacionados con el software
Lugar de ejecución:
Case handling system
Organismo adjudicador:
Entur AS
Número de premio:
2023007

1. Buyer

1.1 Buyer

Official name : Entur AS
Activity of the contracting entity : Railway services

2. Procedure

2.1 Procedure

Title : Case handling system
Description : Entur AS invites tenderers to a negotiated procedure for the procurement of a system for manual, whole and partially automated processing of e-mail enquiries. The new system shall replace the current case handling system Entur has and shall be the main platform for the customer service providers in Entur to handle e-mail, and must have support for good work processes with a high degree of automation possibility both in the platform and via integrations with other systems. See the tender documentation for further information.
Procedure identifier : bdd63a05-3b98-4a48-b81e-0a53826e7517
Previous notice : 4a0e7644-92e8-4714-8977-e4cae327a92c-01
Internal identifier : 2023007
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 ): 48400000 Business transaction and personal business software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 48480000 Sales, marketing and business intelligence 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
Additional information : The customer centre is located in Lillehammer and is thus the main location for using the service. Entur also has offices in Oslo and work can be carried out from there.

2.1.4 General information

Legal basis :
Directive 2014/25/EU

5. Lot

5.1 Lot technical ID : LOT-0000

Title : Case handling system
Description : Entur AS invites tenderers to a negotiated procedure for the procurement of a system for manual, whole and partially automated processing of e-mail enquiries. The new system shall replace the current case handling system Entur has and shall be the main platform for the customer service providers in Entur to handle e-mail, and must have support for good work processes with a high degree of automation possibility both in the platform and via integrations with other systems. See the tender documentation for further information.
Internal identifier : 2023007

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 ): 48400000 Business transaction and personal business software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 48480000 Sales, marketing and business intelligence 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 : The customer centre is located in Lillehammer and is thus the main location for using the service. Entur also has offices in Oslo and work can be carried out from there.

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
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 : 20 000 000 Norwegian krone

6.1 Result lot ldentifier : LOT-0000

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : Crayon AS
Tender :
Tender identifier : Crayon tilbud
Identifier of lot or group of lots : LOT-0000
Subcontracting value is known : no
Subcontracting percentage is known : no
Contract information :
Identifier of the contract : -
Title : Case handling system - Crayon AS
Date on which the winner was chosen : 19/06/2024
The contract is awarded within a framework agreement : no
Organisation signing the contract : Entur AS

6.1.3 Non-winning tenderers :

Tenderer :
Official name : KPMG AS
Tenderer :
Official name : Fel Klar Capgemini1
Tenderer :
Official name : Sopra Steria AS

6.1.4 Statistical information

Received tenders or requests to participate :
Type of received submissions : Requests to participate
Number of tenders or requests to participate received : 10
Type of received submissions : Tenders
Number of tenders or requests to participate received : 4

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 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 : Crayon AS
Registration number : 991124810
Department : Bid Management
Postal address : Sandakerveien 114a
Town : Oslo
Postcode : 0484
Country : Norway
Contact point : Christie Torkildsen
Telephone : 0004722891000
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0000

8.1 ORG-0004

Official name : KPMG AS
Registration number : 935174627
Department : Salg
Postal address : Sørkedalsveien 6, Postboks 7000
Town : Oslo
Postcode : 0306
Country : Norway
Contact point : Henriette Gran Rugland
Telephone : +47 45 404 063
Roles of this organisation :
Tenderer

8.1 ORG-0005

Official name : Fel Klar Capgemini1
Registration number : 943574537
Department : Salg
Postal address : Postboks 475, Skøyen
Town : Oslo
Postcode : 0214
Country : Norway
Contact point : aadneFeil grimsgaard
Telephone : 24 12 80 00
Roles of this organisation :
Tenderer

8.1 ORG-0006

Official name : Sopra Steria AS
Registration number : 910909088
Department : Business Development
Postal address : Biskop Gunnerusgate 14A
Town : Oslo
Postcode : 0051
Country : Norway
Contact point : Martin Bakke
Telephone : +4722575600
Roles of this organisation :
Tenderer

11. Notice information

11.1 Notice information

Notice identifier/version : 9e9dea30-8218-43be-9730-327fd685d8a6 - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 20/08/2024 08:08 +00:00
Notice dispatch date (eSender) : 20/08/2024 08:22 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00500854-2024
OJ S issue number : 162/2024
Publication date : 21/08/2024