Public procurement notice: Contract Notice
Published: 2016-02-10
Buyer: Oslo kommune c/o Utviklings- og kompetanseetaten [Oslo municipality, c/o the Agency for Improvement and Development]
Country: NO
Region: Oslo
Contract type: Services
Procedure: Negotiated procedure
CPV classification: 48000000 | 72000000
Submission deadline: 2016-03-10
Award criteria: The most economic tender

Technical requirements: The aim of the procurement is to give Oslo municipality a modern SMT that shall replace the current system, which is Remedy 7.6.04. The current system is expensive to administer and experience says it is not very user friendly. The service that shall be procured shall therefore have an operational and management model that is cost-efficient and it is facilitate future needs connected to Service Management in the Agency for Improvement and Development (UKE) and Oslo municipality. The service shall include operation (include operational environment) and maintenance of the tool in accordance with the given SLA requirements.
The system that UKE procures shall be user friendly. Changes and configuration shall be flexible and UKE shall be able to configure the tool. It shall be possible to have self-service, knowledge sharing and uniform customer orientated Service Management.
The SMT shall support work processes and give an efficient tool for following-up error messages, reporting and SLA follow-up with suppliers and customers.
— Use Single Sign On (SSO) with support for authentication with Active Directory or another LDAP based method;
— Provide tool support to administer suppliers and the services they provide via a contract follow-up tool.
Approx. 200-300 case workers and 300 users are expected to be potential users at the start via a portal. The number can be considerably increased during the contract's lifetime.
The procurement includes options for other entities in Oslo municipality to use the SMT for both ICT enquiries and other disciplines.
— Tax and VAT certificate, not older than 6 months. The certificate can be ordered and downloaded from Altinn. If this is not possible, it can be ordered from the tax collector or the Norwegian Tax Administration.
Foreign tenderers must provide certificates from equivalent authorities to the Norwegian authorities.
— Foreign companies: Proof that the company is registered in a trade index or business register as prescribed by the law of the country where the tenderer is established.
— The company's last 3 Annual Financial Statements including notes, management's Annual Reports and Audit Reports, as well as new information of relevance to the company's fiscal figures.
— The contracting authority reserves the right to obtain a credit appraisal of the tenderer and use this in its evaluation of this criteria as a supplement to the requested documentation.
Tenderers shall have experience with equivalent deliveries of Service Management services to other public or private customers.
— A description of the tenderer's 3 to 5 most relevant deliveries in the last 2 years, including information on the assignment's nature and content, value, date and the name of the customer.
— A competence matrix including the number of resources in each competence area. CVs shall not be submitted as documentation in the qualification.

Eligibility requirements: Requirement: The tenderer's tax and VAT payments shall be in order. Documentation requirement: — Tax and VAT certificate, not older than 6 months. The certificate can be ordered and downloaded from Altinn. If this is not possible, it can be ordered from the tax collector or the Norwegian Tax Administration. Foreign tenderers must provide certificates from equivalent authorities to the Norwegian authorities. Requirement: Tenderers shall be a legally established company. Documentation requirement: — Norwegian companies: Company Registration Certificate; — Foreign companies: Proof that the company is registered in a trade index or business register as prescribed by the law of the country where the tenderer is established. Requirement: The tenderer must have sufficient financial capacity to carry out the assignment/contract. Documentation requirement: — The company's last 3 Annual Financial Statements including notes, management's Annual Reports and Audit Reports, as well as new information of relevance to the company's fiscal figures. — The contracting authority reserves the right to obtain a credit appraisal of the tenderer and use this in its evaluation of this criteria as a supplement to the requested documentation. Requirement: Tenderers shall have experience with equivalent deliveries of Service Management services to other public or private customers. Documentation requirement: — A description of the tenderer's 3 to 5 most relevant deliveries in the last 2 years, including information on the assignment's nature and content, value, date and the name of the customer. Requirement: Tenderers shall have the necessary capacity and competence to fulfil the contract Documentation requirement: — A competence matrix including the number of resources in each competence area. CVs shall not be submitted as documentation in the qualification. Requirement: Tenderers shall have a documented and functional quality assurance system. Documentation requirement: — A short description of the tenderer's quality assurance system. Maximum 3 (three) A4 pages. — In particular a description shall be provided of how the tenderer keeps a regular risk assessment and proper control of and complies with the information security requirements, personal protection and handling confidential information in their entire supplier chain.
Requirement: The tenderer must have sufficient financial capacity to carry out the assignment/contract. Documentation requirement: — The company's last 3 Annual Financial Statements including notes, management's Annual Reports and Audit Reports, as well as new information of relevance to the company's fiscal figures. — The contracting authority reserves the right to obtain a credit appraisal of the tenderer and use this in its evaluation of this criteria as a supplement to the requested documentation.
Requirement: Tenderers shall have experience with equivalent deliveries of Service Management services to other public or private customers. Documentation requirement: — A description of the tenderer's 3 to 5 most relevant deliveries in the last 2 years, including information on the assignment's nature and content, value, date and the name of the customer. Requirement: Tenderers shall have the necessary capacity and competence to fulfil the contract Documentation requirement: — A competence matrix including the number of resources in each competence area. CVs shall not be submitted as documentation in the qualification. Requirement: Tenderers shall have a documented and functional quality assurance system. Documentation requirement: — A short description of the tenderer's quality assurance system. Maximum 3 (three) A4 pages. — In particular a description shall be provided of how the tenderer keeps a regular risk assessment and proper control of and complies with the information security requirements, personal protection and handling confidential information in their entire supplier chain.