Procurement of a Contact Centre platform

Karriereveiledning.no is a national service that offers free and anonymous career guidance for the entire population. The service is available via drop-in on chat and telephone. The service is operated and coordinated by HK-dir in Tromsø. Telephone and chat enquiries from end-users will be received and answered via a contact …

CPV: 48000000 Paquetes de software y sistemas de información, 48510000 Paquetes de software de comunicación, 79510000 Servicios de contestación de llamadas telefónicas, 79500000 Servicios de ayuda en las funciones de oficina
Lugar de ejecución:
Procurement of a Contact Centre platform
Organismo adjudicador:
Direktoratet for høyere utdanning og kompetanse (HK-dir)
Número de premio:
24/04712

1. Buyer

1.1 Buyer

Official name : Direktoratet for høyere utdanning og kompetanse (HK-dir)
Legal type of the buyer : Body governed by public law, controlled by a central government authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Procurement of a Contact Centre platform
Description : Karriereveiledning.no is a national service that offers free and anonymous career guidance for the entire population. The service is available via drop-in on chat and telephone. The service is operated and coordinated by HK-dir in Tromsø. Telephone and chat enquiries from end-users will be received and answered via a contact centre platform. HK-dir needs a contact centre platform for telephone and chat that can be integrated on the website. See the requirement specifications, see the tender documentation part B annex 1 for further information on the contract's extent and content.
Procedure identifier : 314abde7-6a17-4c8f-b07e-188734ddc802
Previous notice : f17d6765-427f-4618-b902-16cf9f96ed91-01
Internal identifier : 24/04712
Type of procedure : Other single stage procedure
Justification for the accelerated procedure :
Main features of the procedure : Open tender contest

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48510000 Communication software package
Additional classification ( cpv ): 79510000 Telephone-answering services

2.1.2 Place of performance

Anywhere

2.1.3 Value

Estimated value excluding VAT : 18 000 000 Norwegian krone

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0000

Title : Procurement of a Contact Centre platform
Description : Karriereveiledning.no is a national service that offers free and anonymous career guidance for the entire population. The service is available via drop-in on chat and telephone. The service is operated and coordinated by HK-dir in Tromsø. Telephone and chat enquiries from end-users will be received and answered via a contact centre platform. HK-dir needs a contact centre platform for telephone and chat that can be integrated on the website. See the requirement specifications, see the tender documentation part B annex 1 for further information on the contract's extent and content.
Internal identifier : 24/04712

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48510000 Communication software package
Additional classification ( cpv ): 79510000 Telephone-answering services
Options :
Description of the options : The HK-dir shall have an option for other departments in the HK-dir to use this service under the same terms as the contract in this contract.

5.1.2 Place of performance

Anywhere
Additional information :

5.1.3 Estimated duration

Duration : 2 Year

5.1.4 Renewal

Maximum renewals : 4
The buyer reserves the right for additional purchases from the contractor, as described here : 1+1+1+1 year.

5.1.5 Value

Estimated value excluding VAT : 18 000 000 Norwegian krone

5.1.6 General information

Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
Information about previous notices :
Identifier of the previous notice : 104413-2024

5.1.7 Strategic procurement

Green Procurement Criteria : No Green Public Procurement criteria

5.1.8 Accessibility criteria

Accessibility criteria for persons with disabilities are included

5.1.10 Award criteria

Criterion :
Type : Cost
Name :
Description :
Criterion :
Type : Quality
Name :
Description :
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria :

5.1.12 Terms of procurement

Information about review deadlines : Any appeals to the procurement process shall be sent to our postmottak@hkdir.no . Responses to appeals will normally be received according to the current law.

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 : Hordaland Tingrett

6. Results

Value of all contracts awarded in this notice : 18 000 000 Norwegian krone

6.1 Result lot ldentifier : LOT-0000

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : NetNordic Norway AS
Tender :
Tender identifier : Anskaffelse av Kontaktsenterplattform - NetNordic Norway AS
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 : Anskaffelse av Kontaktsenterplattform - NetNordic Norway AS
The contract is awarded within a framework agreement : no

6.1.4 Statistical information

Received tenders or requests to participate :
Type of received submissions : Tenders
Number of tenders or requests to participate received : 3

8. Organisations

8.1 ORG-0001

Official name : Direktoratet for høyere utdanning og kompetanse (HK-dir)
Registration number : 974788985
Postal address : Postboks 1093
Town : Bergen
Postcode : 5809
Country : Norway
Contact point : Charlotte Eiksjø
Telephone : +47 92065422
Internet address : https://hkdir.no/
Roles of this organisation :
Buyer

8.1 ORG-0002

Official name : Hordaland Tingrett
Registration number : 926 723 367
Town : Bergen
Country : Norway
Telephone : 55699700
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : NetNordic Norway AS
Registration number : NO993062561MVA
Postal address : Vollsveien 2B
Town : Lysaker
Postcode : 1366
Country : Norway
Telephone : +47 95160960
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0000

11. Notice information

11.1 Notice information

Notice identifier/version : 0cd291d6-7f13-4858-94bb-5d4b6a42b146 - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 16/12/2024 08:35 +00:00
Notice dispatch date (eSender) : 16/12/2024 09:00 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00773604-2024
OJ S issue number : 245/2024
Publication date : 17/12/2024