Public procurement notice: Corrigendum
Published: 2018-05-16
Buyer: Norges Teknisk Naturvitenskapelige universitet (NTNU)
Country: NO
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48000000 | 72000000 | 72222300: Information technology services
Submission deadline: 2018-05-28
Award criteria: The most economic tender

Technical requirements: NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced, increasing the opportunity for value-added user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.
NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.
NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.