Public procurement notice: Contract Award Notice
Published: 2019-08-29
Buyer: Arbeids- og Velferdsetaten (NAV)
Country: NO
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48200000 | 64200000 | 72300000 | 72400000
Award criteria: The most economic tender

Technical requirements: Arbeids- og velferdsdirektoratet (NAV) will make a procurement that covers four areas: the 4 areas, mobile telephony, landline telephony, a contact centre system and a manpower planning system, will be in 1 procurement where 1 tenderer will be chosen. A contract will be established for mobile telephony and landline telephony, and a cloud based contract for a contact centre and manpower planning system. The competition will be implemented as a tender procedure with negotiations.
NAV published a prior information notice in May/June 2019, when the tender documentation was put out for a hearing. NAV will now hold a contest that consists of several service areas that can naturally be seen as related. Contests must be held for these services, as the current contracts are about to expire. The services are central for each NAV employee in their daily work, for internal and external interaction (mobile telephony), and as a communication platform and administration for the user side (contact centre).
There are currently approx. 20 000 employees in NAV, split between approx. 15 000 government employees and approx. 5 000 municipal employees. All employees will be users of mobile telephony services, whilst approx. 1 000 employees (agents) at NAV's contact centres provide services in the interface between mobile and landline telephony and systems for a contact centre with a manpower planning tool.
The areas (a) and (b) are included in the same procurement process, but will each have a separate contract:
Contract (a) will give NAV good and future-orientated communication services that meet the users' needs in all of NAV's areas of activity. The contract must, amongst other things, ensure good mobile coverage and access to mobile broadband in such a way that NAV's employees can conduct their services in a good way. The services will comprise:
— operator services for mobile telephony (mobile subscriptions, traffic contract, coverage, services connected to telephony, etc.),
The contract for (a) landline telephony/operator services must regulate intercommunication between landline telephony and mobile telephony, and the accompanying operator services. The service area will be reduced in the future. The services comprise:
— a living IVR system that gives options to read in and change speech messages yourself, as well as change the routing of calls between push-button selection and the content of this,
— integration with the NAVs landline telephony system, Alcatel Lucent OXE (OmniPCX Enterprise Communication Server) and Alcatel Lucent Call Center Distribution,
It is important for NAV that there is a uniform system for (a) and (b), where the four fields are connected together in optimum systems for employees on one side and users and external relations on the other side.
Questions about the tender documentation will not be answered in the period week 28 up to and including week 31.
— the contract period will be 4 years from when the contract is signed. The contracting authority has an option to extend the contract for 1 + 1 + 1 year,
— there are options for mobile telephony, landline telephony and a contact centre system in the tender documentation. The option 'mobile telephone as a service' is set up as A and B requirements. Otherwise the other options are set up as B requirements.