Public procurement notice: Prior Information Notice Without Call For Competition
Published: 2022-06-13
Buyer: Bergen kommune - Innkjøp konsern
Country: NO
Contract type: Services
CPV classification: 48000000 | 72000000

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
Bergen Municipality is planning a contest for the procurement of a new ICT system for a contact centre and store clerk support. Bergen Municipality currently has a contract that expires in 2023.
The aim of the procurement is to get a user friendly contact centre and store clerk support system in place for enquiries to Bergen Municipality.
The plan is to enter into a contract for a continuing service procurement over the internet, 'as-a-service' delivery.
The current contact centre/store clerk support system is used by approx. 70 departments internally in Bergen Municipality. The system is cloud based and provided by Zisson. It is integrated with Telia's (Bergen Municipality's provider of data/telephony) systems, and receives fresh Bergen Municipality data via an API every day (organisation and employee data). In addition, the system is integrated with Bergen Municipality's Exchange system. Here the system receives calendar information once a day. The system receives line status from landline telephones and busy/free status from mobile telephones. Agents can use both landline telephones and mobile telephones.
The new system must facilitate cooperation and a good overview between the different departments that use the system. Depending on the organisation of the municipality and the implementation of a new channel strategy, the need for use in the departments can be changed in the new contract period. The new system must therefore be scaleable as regards the municipality's current need at any one time.
We are interested in systems that can also handle other channels in addition to telephony, such as Chat, social media, email, sms, etc. It must have calendar integration, give call information, and call history. Bergen Municipality has procured a new customer support system built on Nilex Service Platform, and we would also like integration with this. Integration with Bergen Municipality's systems for the receipt of organisation and employee data must be established.
The system must be available in Norwegian, and all documentation and user guidelines must be in Norwegian.
Prior to any preparation and publication of the procurement, Bergen Municipality would like to use this notice to get knowledge of the market and input that can be important for us to include in any tender documentation.
We therefore ask relevant actors to register their interest via the communication module in Mercell by 17 June 2022, at 12:00. At the same time we ask that suppliers provide short descriptions (functional and technical systems) and services that are offered, as well as which country the data is stored in.
We will then contact suppliers who can offer relevant systems and services and invite them to participate in a dialogue meeting, tentatively in week 25. In order to have sufficient time for presentation and dialogue, as well as to maintain confidentiality, any dialogue meetings will be conducted as individual meetings.