Public procurement notice: Contract Notice
Published: 2025-04-28
Buyer: Skatteetaten
Country: NO
Region: NO081
Contract type: Services
Procedure: Negotiated with prior call for competition
CPV classification: 32524000 | 32573000 | 48000000 | 48330000 | 48332000
Submission deadline: 2025-06-03
Award criteria: price, quality

Technical requirements: See sub-section 3.3 in the tender documentation's main document.
The contracting authority needs a system with functionality that is necessary for:
- execution of contact centre core tasks, first and foremost handling of external enquiries via specified channels as well as associated traffic management

- staff planning, including duty planning and follow-up, i.a. for contact centre acitivities

A service contract shall be entered into, which shall include i.a. delivery of such a system as SaaS. The expression "SaaS" shall be understood as software functionality that is delivered as a service. The contract shall also include various other regulated, associated services.
Selection criteria:
- Tenderers shall have satisfactory solidity. 

Documentation requirement:
- Credit rating, not older than one year calculated from the deadline for receipt of the request for participation.

- If a tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, a credit rating must also be presented for such companies. The credit rating shall fulfil the requirements in the section above. Furthermore, the tenderer must document to the contracting authority that it can use the relevant and necessary resources of such company, for example, by enclosing a commitment statement. See the last section in the sub-section 3.3 in the tender documentation's main document.

***

Please note that the contracting authority also requires that the tenderer has its tax, employer contribution and VAT payments in order, cf. sub-section 2.1 in the tender documentation's main document. The following documentation requirement applies to the latter requirement:
- Norwegian tenderers shall submit a certificate from the Norwegian Tax Administration, which states the extent of any tax, employer contribution and VAT payment arrears. 

- Foreign tenderers shall submit an equivalent certificate from authorities equivalent to the Norwegian authorities. 

- The certificate shall not be more than six months old, calculated from the deadline for receipt of the request for participation. Any arrears and other notes must be explained.
Selection criteria:
- The tenderer shall be a legally established company. 

Documentation requirement:
- Norwegian tenderers shall submit a company registration certificate.

- Foreign tenderers shall submit documentation that proves that the tenderers are registered in a trade or business register as prescribed by the law of the country where the tenderers are established.
Selection critera:
1. The tenderer shall, in the latest five years, have sold SaaS(*) to at least two external customers(*), where SaaS that has been sold to the individual external customer
a. shall include functionality for contact centre activities, and as a minimum functionality for answering enquiries via telephone and chat
b. shall have been used for contact centre activities by each external customer,  and as a minimum to answer enquiries via telephone and chat
c. over a period of 12 months during the latest five years shall have handled a minimum of 125,000 incoming telephone calls to each external customer

2. To each external customer that the tenderer has sold SaaS in accordance with point 1 above, the tenderer shall also have provided the following services within the latest five years:
a. Carried out or assisted with the technical and functional configuration of the same SaaS that the tenderer has sold
b. Carried out or assisted with the development and/or set-up of integration between the same SaaS that the tenderer has sold and at least one other solution

3. The tenderer shall within the latest five years have sold SaaS to at least one external customer, where the SaaS sold to each external customer shall have included functionality for staff planning, have been used for staff planning by each external customer and in this regard have been used by each external customer to, at one point, handle a minimum of 75 different persons at the same time.

* "SaaS": Software functionality delivered as a online service. In regards to the selection criteria, such software funtionality can originate from one or several underlying solutions and services, including solutions and SaaS deliveries from different manufacturers.

* "external customer": Customer outside the tenderers own organisation and group structure that the tenderer is part of.

Documentation requirements:
The tenderer shall include a statement which proves that the selection criteria is fullfilled. The statement shall be structured in accordance with the structure of the selection criteria. The statement shall at least include a description of the contractual relationships, which the tenderer is or has been a part of during the latest five years, which proves fulfilment of the selection criteria, including information on
(o) the nature and extent of each contractual relationship (o) the value and duration of each contract
(o) date each contractual relationship was established (o) the name of the public or private external customer (o) name, telephone number and email address of a each external customer's contact person

- If the tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, the tenderer must document that the tenderer can use the company ́s relevant and necessary resources, for example by presenting a commitment statement from such company.
Please note that companies that the tenderer rely on in this regard, also, if a contract between the tenderer and the contracting authority is entered into, must be used by the tenderer in accordance with PPR § 16-10 (5). See also the last section in the sub-section 3.3 in the tender documentation's main document.

Eligibility requirements: Selection criteria:
- Tenderers shall have satisfactory solidity. 

Documentation requirement:
- Credit rating, not older than one year calculated from the deadline for receipt of the request for participation.

- If a tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, a credit rating must also be presented for such companies. The credit rating shall fulfil the requirements in the section above. Furthermore, the tenderer must document to the contracting authority that it can use the relevant and necessary resources of such company, for example, by enclosing a commitment statement. See the last section in the sub-section 3.3 in the tender documentation's main document.

***

Please note that the contracting authority also requires that the tenderer has its tax, employer contribution and VAT payments in order, cf. sub-section 2.1 in the tender documentation's main document. The following documentation requirement applies to the latter requirement:
- Norwegian tenderers shall submit a certificate from the Norwegian Tax Administration, which states the extent of any tax, employer contribution and VAT payment arrears. 

- Foreign tenderers shall submit an equivalent certificate from authorities equivalent to the Norwegian authorities. 

- The certificate shall not be more than six months old, calculated from the deadline for receipt of the request for participation. Any arrears and other notes must be explained.
Selection criteria:
- The tenderer shall be a legally established company. 

Documentation requirement:
- Norwegian tenderers shall submit a company registration certificate.

- Foreign tenderers shall submit documentation that proves that the tenderers are registered in a trade or business register as prescribed by the law of the country where the tenderers are established.
Selection critera:
1. The tenderer shall, in the latest five years, have sold SaaS(*) to at least two external customers(*), where SaaS that has been sold to the individual external customer
a. shall include functionality for contact centre activities, and as a minimum functionality for answering enquiries via telephone and chat
b. shall have been used for contact centre activities by each external customer,  and as a minimum to answer enquiries via telephone and chat
c. over a period of 12 months during the latest five years shall have handled a minimum of 125,000 incoming telephone calls to each external customer

2. To each external customer that the tenderer has sold SaaS in accordance with point 1 above, the tenderer shall also have provided the following services within the latest five years:
a. Carried out or assisted with the technical and functional configuration of the same SaaS that the tenderer has sold
b. Carried out or assisted with the development and/or set-up of integration between the same SaaS that the tenderer has sold and at least one other solution

3. The tenderer shall within the latest five years have sold SaaS to at least one external customer, where the SaaS sold to each external customer shall have included functionality for staff planning, have been used for staff planning by each external customer and in this regard have been used by each external customer to, at one point, handle a minimum of 75 different persons at the same time.

* "SaaS": Software functionality delivered as a online service. In regards to the selection criteria, such software funtionality can originate from one or several underlying solutions and services, including solutions and SaaS deliveries from different manufacturers.

* "external customer": Customer outside the tenderers own organisation and group structure that the tenderer is part of.

Documentation requirements:
The tenderer shall include a statement which proves that the selection criteria is fullfilled. The statement shall be structured in accordance with the structure of the selection criteria. The statement shall at least include a description of the contractual relationships, which the tenderer is or has been a part of during the latest five years, which proves fulfilment of the selection criteria, including information on
(o) the nature and extent of each contractual relationship (o) the value and duration of each contract
(o) date each contractual relationship was established (o) the name of the public or private external customer (o) name, telephone number and email address of a each external customer's contact person

- If the tenderer rely on another company to fulfil the this selection criteria, including other companies in the same group as the tenderer, the tenderer must document that the tenderer can use the company ́s relevant and necessary resources, for example by presenting a commitment statement from such company.
Please note that companies that the tenderer rely on in this regard, also, if a contract between the tenderer and the contracting authority is entered into, must be used by the tenderer in accordance with PPR § 16-10 (5). See also the last section in the sub-section 3.3 in the tender documentation's main document.
See the tender documentation's main document.
The contracting authority needs a system with functionality that is necessary for:
- execution of contact centre core tasks, first and foremost handling of external enquiries via specified channels as well as associated traffic management

- staff planning, including duty planning and follow-up, i.a. for contact centre acitivities

A service contract shall be entered into, which shall include i.a. delivery of such a system as SaaS. The expression "SaaS" shall be understood as software functionality that is delivered as a service. The contract shall also include various other regulated, associated services.