Public procurement notice: Contract Notice
Published: 2023-05-11
Buyer: Trondheim kommune
Country: NO
Contract type: Services
Procedure: Open procedure
CPV classification: 48000000 | 72600000
Estimated value: 200000000 NOK
Submission deadline: 2023-06-12
Award criteria: The most economic tender

Technical requirements: Trondheim Municipality, (hereafter called the contracting authority) is holding a negotiated procedure with the intention of entering into a contract for software licences for ServiceNow and consultancy services within the ServiceNow application with one tenderer. A maintenance contract will also be signed within certain parts of the system.
Trondheim Municipality procured ServiceNow in 2016 and uses ServiceNow for the following assignments:
The ServiceNow Pro licence opens up several possibilities. Trondheim Municipality will use or use more of Out Of The Box possibilities;
Now Intelligence to be able to automate and make how we work on case management more efficient in areas that use ServiceNow.
User Experience to make the user experience for both executive officers and employees that use ServiceNow user friendly and adapted for the task they are doing.
App Engine, IT must be used more in activity areas in Trondheim Municipality for digital transformation. This means, for example, that health can be responsible for, and develop its own case flow that is specific for its domains.
The contract can be extended for one year at a time until one of the parties gives notice on the contract.
We would like the contracting authority to have more control of the life cycle of client applications. This is, amongst other things, because the contracting authority has taken over client operation itself. By having the administration of licences in ServiceNow, we can ensure that we are ready for reviews, have control of costs, and can also automate the award of licences for employees. The contracting authority is thus considering two use the SAM functionality in ServiceNow.
The contracting authority would like to use HAM to have more control of the life cycle of PCs, Chromebooks, mobile telephones, tablets, and printers (end equipment). HAM gives us the possibility to have an overview of what we have, what we need, and to automate for example;
HAM gives us the possibility to have an overview of licences for individual products, particularly when a licence is to be connected to new equipment or for re-use/guarantee replacement. This will be in close cooperation with the equipment supplier.
The contracting authority is considering to use the HR module (Onboarding). ServiceNow offers a system that we are interested in continuing with in the assessment. With this module the contracting authority can improve and implement standard on/off boarding processes for employees. For example, welcome letters, orders for and removal of access, etc.
The contracting authority currently has 14,500 permanent employees. The users of the HR portal are all employees that receive wages - a total of 22,500 persons.
The contracting authority's self-service portal will be changed. We would, thus, like to replace the current system with Employee center. The system is more suitable and simpler for the user groups.
The contracting authority would like to use Risk Management in ServiceNow to monitor risk better than today, as well as built work flow processes where this is part of the process.
supplier accesses, chat where the supplier is part of chat groups, administrate and ensure that the supplier does not have access to more than what is required to avoid information leaks

Eligibility requirements: In order to qualify and be invited to submit a tender, tenderers must self declare that they meet the qualification requirements stated below and that there are no grounds for rejection. If a tenderer intends to rely on the capacity of other companies to fulfil the qualification requirements, an ESPD form must also be completed by the sub-suppliers. In its procurement regulations, the contracting authority has decided that requirements for pay and working conditions also apply to sub-suppliers. Tenderers must confirm that sub-suppliers fulfil the requirement in the request for participation. The tenderer that is awarded the contract, must, prior to the award of contract, document fulfilment of the qualification requirements in accordance with the stated documentation requirements. The contracting authority can regardless, at any point in the contest, ask the tenderers to submit all or parts of the documentation evidence.

Award value: 200000000