KTI (customer satisfaction index)

TET Digital AS is building a new customer service system for its owners. There will be several channels into the customer service system, including contact forms, email, telephone, chat and letters. Our owners want to measure customer satisfaction among customers who contact customer service across all channels and need a …

CPV: 79342311 Servicios de evaluación de la satisfacción del cliente, 48000000 Paquetes de software y sistemas de información, 48326000 Paquetes de software cartográfico, 48445000 Paquetes de software de gestión de relaciones con el consumidor, 72212445 Servicios de desarrollo de software de gestión de relaciones con el consumidor, 79342300 Servicios al cliente, 79342310 Servicios de encuesta a clientes
Lugar de ejecución:
KTI (customer satisfaction index)
Organismo adjudicador:
TET Digital AS
Número de premio:
24/03574

1. Buyer

1.1 Buyer

Official name : TET Digital AS
Activity of the contracting entity : Urban railway, tramway, trolleybus or bus services

2. Procedure

2.1 Procedure

Title : KTI (customer satisfaction index)
Description : TET Digital AS is building a new customer service system for its owners. There will be several channels into the customer service system, including contact forms, email, telephone, chat and letters. Our owners want to measure customer satisfaction among customers who contact customer service across all channels and need a digital tool to carry out these measurements. The system shall be able to send out customer satisfaction surveys that are initiated through an automatic digital interface. The system shall be delivered as a cloud based SaaS service. The KTI system shall be an option that the owners/users can choose to use.
Procedure identifier : 5b02116e-6af5-45e4-a0ac-77afc058f148
Internal identifier : 24/03574
Type of procedure : Competitive tendering (article 5(3) of regulation 1370/2007)
Justification for the accelerated procedure :
Main features of the procedure : see procedure description

2.1.1 Purpose

Main nature of the contract : Services
Additional nature of the contract : Supplies
Main classification ( cpv ): 79342311 Customer satisfaction survey
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48326000 Mapping software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 72212445 Customer Relation Management software development services
Additional classification ( cpv ): 79342300 Customer services
Additional classification ( cpv ): 79342310 Customer survey services

2.1.2 Place of performance

Anywhere in the European Economic Area

2.1.3 Value

Estimated value excluding VAT : 8 000 000 Norwegian krone

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 : 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?
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 : KTI (customer satisfaction index)
Description : TET Digital AS is building a new customer service system for its owners. There will be several channels into the customer service system, including contact forms, email, telephone, chat and letters. Our owners want to measure customer satisfaction among customers who contact customer service across all channels and need a digital tool to carry out these measurements. The system shall be able to send out customer satisfaction surveys that are initiated through an automatic digital interface. The system shall be delivered as a cloud based SaaS service. The KTI system shall be an option that the owners/users can choose to use.
Internal identifier : 1

5.1.1 Purpose

Main nature of the contract : Services
Additional nature of the contract : Supplies
Main classification ( cpv ): 79342311 Customer satisfaction survey
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48326000 Mapping software package
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 72212445 Customer Relation Management software development services
Additional classification ( cpv ): 79342300 Customer services
Additional classification ( cpv ): 79342310 Customer survey services
Options :
Description of the options : see procedure description

5.1.2 Place of performance

Anywhere in the European Economic Area
Additional information :

5.1.3 Estimated duration

Other duration : Unknown

5.1.4 Renewal

Maximum renewals : 6
The buyer reserves the right for additional purchases from the contractor, as described here : see procedure description

5.1.5 Value

Estimated value excluding VAT : 8 000 000 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) : no

5.1.9 Selection criteria

Criterion :
Type : Economic and financial standing
Use of this criterion : Not used
Criterion :
Type : Suitability to pursue the professional activity
Use of this criterion : Not used
Criterion :
Type : Technical and professional ability
Use of this criterion : Not used

5.1.11 Procurement documents

Ad hoc communication channel :
Name : se prosedyrebeskrivelse

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
Advanced or qualified electronic signature or seal (as defined in Regulation (EU) No 910/2014) is required
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : Not yet known
Conditions relating to the performance of the contract : see procedure description
Financial arrangement : see procedure description

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 : TET Digital AS

8. Organisations

8.1 ORG-0001

Official name : TET Digital AS
Registration number : 932295288
Postal address : Dronningens gate 40, Postboks 1030 Sentrum
Town : Oslo
Postcode : 0104
Country : Norway
Contact point : Jon Kristensen
Telephone : +47 22057070
Internet address : https://ruter.no/
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure

8.1 ORG-0002

Official name : Oslo Tingrett
Registration number : 926725939
Postal address : C.J.Hambros plass 4
Town : Oslo
Postcode : 0125
Country : Norway
Telephone : +47 22035200
Roles of this organisation :
Review organisation

11. Notice information

11.1 Notice information

Notice identifier/version : 080d2f1a-b9fc-4cc9-8c5e-9a7f3b8b8a4c - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 04/11/2024 14:21 +00:00
Notice dispatch date (eSender) : 05/11/2024 12:00 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00674033-2024
OJ S issue number : 216/2024
Publication date : 06/11/2024