Public procurement notice: Contract Notice
Published: 2021-01-18
Buyer: Tolletaten
Country: NO
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48000000 | 48445000 | 64200000 | 64210000 | 72000000
Estimated value: 20000000 NOK
Submission deadline: 2021-02-15
Award criteria: The most economic tender

Technical requirements: Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including chatbot, for Customs.
Customs has established a long term vision for a contact point for Custom's users and work has started to structure the receipt of enquiries and send as many as possible to the Custom's future guidelines section.
In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of Custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year.
In addition to the actual contact centre system, Customs would also like to implement chatbot technology.
Customs invites tenderers to a negotiated procedure for the procurement of a contact centre system with the accompanying services, including chatbot, for Customs.
Customs has established a long term vision for a contact point for Custom's users and work has started to structure the receipt of enquiries and send as many as possible to the Custom's future guidelines section.
In order to realise the vision, there is a need to procure a modern and flexible contact centre system that can assist with efficient receipt and processing of all types of enquiries. As the aim is to send as many of Custom's enquiries as possible to a joint contact centre system, a system will be needed that can handle both an increasing number of users and an increasing number of enquiries a year.
In addition to the actual contact centre system, Customs would also like to implement chatbot technology.
Customs has an option to extend the contract for up to 3 years, so that the total possible contract length is 6 years.
The contracting authority will select which tenderers will be invited to submit a tender on the basis of an assessment of which tenderers best fulfil the following selection criteria:
The contracting authority will assess and rank the tenderers on the basis of which tenderers have the most relevant and equivalent experience based on the stated reference projects.
Customs has an option to extend the contract for up to 3 years, so that the total possible contract length is 6 years.
In addition, Customs has an option to procure additional functionality/modules as stated in the tender documentation.
The Customs points out that the competition was originally announced in June 2020, but was canceled in November 2020. TED ref .: 2020/S 122-300343
The tender documents and requirements specification have been updated based on this, but it is essentially the same competition that is now announced in this announcement.

Eligibility requirements: See the tender documentation.

Award value: 20000000