Public procurement notice: Contract Notice
Published: 2016-11-12
Buyer: Skatteetaten [The Norwegian Tax Administration]
Country: NO
Region: NORGE
Contract type: Services
Procedure: Negotiated procedure
CPV classification: 32542000 | 48000000 | 48800000 | 64000000 | 64214200
Estimated value: 50000000 NOK
Submission deadline: 2016-12-15
Award criteria: The most economic tender

Technical requirements: The contracting authority needs access to a system consisting of 1 or several underlying components, which shall include the functionality required for:
— the execution of classical core assignments for a contact centre, primarily replying to external enquiries via various channels, e.g. telephone, chat and email, as well as associated traffic management in the contact centre based on historical and real time data.
— staffing planning for the contact centre, typical duty planning and follow-up based on historical and real time data, as well as
— execution of classical core assignments for a switchboard, including the receipt and routing of incoming telephone calls.
A continual service contract shall be signed, which ensures the contracting authority access to a software service with associated services, which together, cover the above mentioned needs. Note, however, that the last bullet point will be an option in the terms for the coming contract.
The contract's total value is estimated, without obligation, to be between 50 — 150 000 000 NOK, calculated over a 7 year period.
The service contract shall first be signed for a 3 year period, after which the contracting authority shall have an option for an extension of 2 years at a time, up to a total limit of 2 extensions. The maximum duration of the contract is therefore 7 years. The service contract will also include various other options, including options for functional expansions of the service, c.f. amongst other things, the sentence in the second section of the qualification documentation point 1.2.
— Foreign companies must submit documentation that demonstrates the tenderer is registered in a trade index or professional register or business register as prescribed in legislation in the country where the tenderer is established.
— Credit rating, not older than one year calculated from the deadline for receipt of tenders. The rating shall be based on the latest known accounting figures.
— If a tenderer will use another company to fulfil the this qualification requirements, a credit rating must also be presented for such companies. The above mentioned credit rating shall fulfil the requirements in the above section. Furthermore, interested parties must document to the contracting authority that they can use the relevant and necessary resources at the company, for example, by enclosing a binding statement.
Note that the contracting authority also requires that tenderers have their tax, payroll tax and VAT payments in order, c.f. the qualification documentation point 2.1. The following documentation requirement applies for the latter qualification requirement:
— Norwegian tenderers shall submit a certificate, either from the tax collector or the Norwegian Tax Authority, 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 must not be older than 6 months, calculated from the deadline for receipt of the tender. Any arrears and other notes must be explained.
— delivered a system or provided a software service to at least 1 external customer, this system of service provision shall:

Eligibility requirements: Qualification Requirement: The tenderer must be a legally established company. Documentation requirement: — Norwegian tenderers shall submit a company registration certificate. — Foreign companies must submit documentation that demonstrates the tenderer is registered in a trade index or professional register or business register as prescribed in legislation in the country where the tenderer is established. Qualification Requirement: Tenderers shall have adequate solidity. Documentation requirement: — Credit rating, not older than one year calculated from the deadline for receipt of tenders. The rating shall be based on the latest known accounting figures. — If a tenderer will use another company to fulfil the this qualification requirements, a credit rating must also be presented for such companies. The above mentioned credit rating shall fulfil the requirements in the above section. Furthermore, interested parties must document to the contracting authority that they can use the relevant and necessary resources at the company, for example, by enclosing a binding statement. Note that the contracting authority also requires that tenderers have their tax, payroll tax and VAT payments in order, c.f. the qualification documentation point 2.1. The following documentation requirement applies for the latter qualification requirement: — Norwegian tenderers shall submit a certificate, either from the tax collector or the Norwegian Tax Authority, 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 must not be older than 6 months, calculated from the deadline for receipt of the tender. Any arrears and other notes must be explained. — Tenderers shall have adequate solidity. — Tenderers shall have their tax, employer contribution and VAT payments in order. Qualification Requirement: During the last 3 years tenderers shall have: — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the first bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; — delivered a system or provided a software service to at least one external customer, this system or service shall include the functionality described in the second bullet point in 1.2 in the qualification documentation; and — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the third bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; If a system or software service has been delivered in accordance with each hyphenated point above to more than 1 external customer, this will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.2 in the qualification documentation. Emphasis is put on the fact that the terms in each hyphenated point shall be read in isolation from the other 2 hyphenated points. Tenderers, thus, need not have delivered a system or provided a software service to the same customer that covers all 3 hyphenated points. To the degree that this has however been done, it will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.3 in the qualification documentation. Documentation requirement: Tenderers shall enclose an account that proves that the company in question fulfils all the elements in the qualification requirement. The account shall, at a minimum, include a description the contractual relationship(s) that the tenderer is or has been a party to, which proves fulfilment of the qualification requirement, including information on: — each contractual relationship's nature and extent, including a statement of the hyphenated point(s) in the requirement text in point 2.4 in the qualification documentation that each contractual relationship covers, — each contractual relationship's value and length, — the date each contractual relationship was established, — the name of the public or private contracting party in each contractual relationship, as well as — the name, telephone number and email address of a contact person at each contracting party. If the interested party shall rely on sub-contractors for the fulfilment of the current qualification requirement, the interested party must otherwise demonstrate to the Contracting Authority that the interested party can use the sub-contractor's relevant and necessary resources for the current procurement, for example, by submitting a commitment statement. See the qualification requirement.
Qualification Requirement: Tenderers shall have adequate solidity. Documentation requirement: — Credit rating, not older than one year calculated from the deadline for receipt of tenders. The rating shall be based on the latest known accounting figures. — If a tenderer will use another company to fulfil the this qualification requirements, a credit rating must also be presented for such companies. The above mentioned credit rating shall fulfil the requirements in the above section. Furthermore, interested parties must document to the contracting authority that they can use the relevant and necessary resources at the company, for example, by enclosing a binding statement. Note that the contracting authority also requires that tenderers have their tax, payroll tax and VAT payments in order, c.f. the qualification documentation point 2.1. The following documentation requirement applies for the latter qualification requirement: — Norwegian tenderers shall submit a certificate, either from the tax collector or the Norwegian Tax Authority, 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 must not be older than 6 months, calculated from the deadline for receipt of the tender. Any arrears and other notes must be explained. — Tenderers shall have adequate solidity. — Tenderers shall have their tax, employer contribution and VAT payments in order.
Qualification Requirement: Tenderers shall have adequate solidity. Documentation requirement: — Credit rating, not older than one year calculated from the deadline for receipt of tenders. The rating shall be based on the latest known accounting figures. — If a tenderer will use another company to fulfil the this qualification requirements, a credit rating must also be presented for such companies. The above mentioned credit rating shall fulfil the requirements in the above section. Furthermore, interested parties must document to the contracting authority that they can use the relevant and necessary resources at the company, for example, by enclosing a binding statement. Note that the contracting authority also requires that tenderers have their tax, payroll tax and VAT payments in order, c.f. the qualification documentation point 2.1. The following documentation requirement applies for the latter qualification requirement: — Norwegian tenderers shall submit a certificate, either from the tax collector or the Norwegian Tax Authority, 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 must not be older than 6 months, calculated from the deadline for receipt of the tender. Any arrears and other notes must be explained.
— Tenderers shall have adequate solidity. — Tenderers shall have their tax, employer contribution and VAT payments in order.
Qualification Requirement: During the last 3 years tenderers shall have: — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the first bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; — delivered a system or provided a software service to at least one external customer, this system or service shall include the functionality described in the second bullet point in 1.2 in the qualification documentation; and — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the third bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; If a system or software service has been delivered in accordance with each hyphenated point above to more than 1 external customer, this will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.2 in the qualification documentation. Emphasis is put on the fact that the terms in each hyphenated point shall be read in isolation from the other 2 hyphenated points. Tenderers, thus, need not have delivered a system or provided a software service to the same customer that covers all 3 hyphenated points. To the degree that this has however been done, it will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.3 in the qualification documentation. Documentation requirement: Tenderers shall enclose an account that proves that the company in question fulfils all the elements in the qualification requirement. The account shall, at a minimum, include a description the contractual relationship(s) that the tenderer is or has been a party to, which proves fulfilment of the qualification requirement, including information on: — each contractual relationship's nature and extent, including a statement of the hyphenated point(s) in the requirement text in point 2.4 in the qualification documentation that each contractual relationship covers, — each contractual relationship's value and length, — the date each contractual relationship was established, — the name of the public or private contracting party in each contractual relationship, as well as — the name, telephone number and email address of a contact person at each contracting party. If the interested party shall rely on sub-contractors for the fulfilment of the current qualification requirement, the interested party must otherwise demonstrate to the Contracting Authority that the interested party can use the sub-contractor's relevant and necessary resources for the current procurement, for example, by submitting a commitment statement. See the qualification requirement.
Qualification Requirement: During the last 3 years tenderers shall have: — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the first bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; — delivered a system or provided a software service to at least one external customer, this system or service shall include the functionality described in the second bullet point in 1.2 in the qualification documentation; and — delivered a system or provided a software service to at least 1 external customer, this system of service provision shall: a) include the functionality described in the third bullet point in point 1.2 in the qualification documentation, b) handled a minimum of 50 simultaneous agents, and c) over a 12 month period in the last 3 years, handled a minimum of 250 000 enquiries, of which a minimum of 50 % must have been incoming; If a system or software service has been delivered in accordance with each hyphenated point above to more than 1 external customer, this will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.2 in the qualification documentation. Emphasis is put on the fact that the terms in each hyphenated point shall be read in isolation from the other 2 hyphenated points. Tenderers, thus, need not have delivered a system or provided a software service to the same customer that covers all 3 hyphenated points. To the degree that this has however been done, it will, if the tenderer fulfils the other requirements, be credited in the selection assessment, c.f. point 3.3 in the qualification documentation. Documentation requirement: Tenderers shall enclose an account that proves that the company in question fulfils all the elements in the qualification requirement. The account shall, at a minimum, include a description the contractual relationship(s) that the tenderer is or has been a party to, which proves fulfilment of the qualification requirement, including information on: — each contractual relationship's nature and extent, including a statement of the hyphenated point(s) in the requirement text in point 2.4 in the qualification documentation that each contractual relationship covers, — each contractual relationship's value and length, — the date each contractual relationship was established, — the name of the public or private contracting party in each contractual relationship, as well as — the name, telephone number and email address of a contact person at each contracting party. If the interested party shall rely on sub-contractors for the fulfilment of the current qualification requirement, the interested party must otherwise demonstrate to the Contracting Authority that the interested party can use the sub-contractor's relevant and necessary resources for the current procurement, for example, by submitting a commitment statement.
See the qualification requirement.