Dienstleistungen - 272771-2022

20/05/2022    S98

Norway-Vadsø: Telephone-answering services

2022/S 098-272771

Contract notice

Services

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: TROMS OG FINNMARK FYLKESKOMMUNE
National registration number: 922420866
Postal address: Postboks 701
Town: VADSØ
NUTS code: NO Norge
Postal code: 9815
Country: Norway
Contact person: Avdeling Kollektiv Finnmark
E-mail: kollektiv-ost@tffk.no
Telephone: +47 77755000
Internet address(es):
Main address: https://permalink.mercell.com/179231423.aspx
Address of the buyer profile: http://www.tffk.no/
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://permalink.mercell.com/179231423.aspx
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://permalink.mercell.com/179231423.aspx
I.4)Type of the contracting authority
Regional or local authority
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

Customer centre and route information services, Finnmark/Snelandia

Reference number: 20/14554
II.1.2)Main CPV code
79510000 Telephone-answering services
II.1.3)Type of contract
Services
II.1.4)Short description:

The assignment is split into two, where the county is looking for a tenderer to provide customer centre services and route information services for public transport in Finnmark.

All counties have a route information service (telephone number 177) for public transport. The sub-assignment consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks).

The contracting authority has chosen not to have a physical customer centre out in the route network in Finnmark, and will instead prioritise availability via telephone, email, chat, and social media. The sub-assignment consists of answering and processing customer enquiries other than route information.

II.1.5)Estimated total value
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.2)Additional CPV code(s)
63515000 Travel services
63510000 Travel agency and similar services
64214200 Telephone switchboard services
79342300 Customer services
63513000 Tourist information services
79511000 Telephone operator services
79512000 Call centre
II.2.3)Place of performance
NUTS code: NO074 Troms og Finnmark
II.2.4)Description of the procurement:

The route information service consists of delivering/answering route information by telephone, email, and chat for public transport in Finnmark (buses, fast boats, ferries, and Fleks).

It is a prerequisite that the contracting authority's opening hours and available by telephone, email, and chat will be 24 hours a day, 365 days a year.

Basic assignments route information:

- Process and answer incoming telephone calls, emails, and chats about route information

- Report statistics on incoming customer enquiries in the contracting authority's data warehouse

The customer centre services consists of answering and processing customer enquiries other than route information. It is a prerequisite that this is done by telephone, email, and chat within the following opening hours:

- Monday - Friday 07:00 - 21:00

- Saturday - Sunday 10:00 - 16:00

Basic assignments customer centre:

- Process and answer incoming customer enquiries via telephone, email, and chat

- Process and answer incoming enquiries about ordinary and special school transport

- Register and coordinate incoming Fleks bookings in the relevant data tool

- Assist the operators with quality assurance and driving lists for the Fleks routes

- Assist the contracting authority with monitoring the operation of the routes' real time system, and give notification of any errors

- Register reported deviations in the contracting authority's data warehouse

- Publish messages on route deviations

- Assist with refunds of unused tickets

- Report statistics on incoming customer enquiries in the contracting authority's data warehouse

II.2.5)Award criteria
Criteria below
Quality criterion - Name: Documented quality/service / Weighting: 35
Quality criterion - Name: Experience/references / Weighting: 25
Price - Weighting: 40
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Start: 01/08/2022
End: 31/07/2026
This contract is subject to renewal: no
II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.13)Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:

Tenderers must be a legally established company, and must have experience from the provision of equivalent services.

III.1.2)Economic and financial standing
List and brief description of selection criteria:

Tenderers must have their tax and VAT payments in order.

Minimum level(s) of standards possibly required:

Tax certificate. The certificate must not be older than 6 months from the deadline for requests for participation. Any arrears or other irregularities must be justified. If the tenderer is planning to use sub-providers, tax certificates must be provided for them as well.

VAT certificate. The certificate must not be older than 6 months old from the deadline for the requests for participation. Any arrears or other irregularities must be justified. If a tenderer is planning to use sub-suppliers, tax certificates for VAT must be provided for them as well.

III.1.3)Technical and professional ability
List and brief description of selection criteria:

Tenderers must have sufficient implementation ability, and experience from equivalent assignments as regards volume and complexity. Furthermore, tenderers must have experience and/or in-depth knowledge of the geography, demography, and contracting authority's route network in Finnmark, and tenderers must have employees that have a basic understanding of the Sami language.

Minimum level(s) of standards possibly required:

Tenderers must document that they can provide the number of employees/temporary staff required for the offered opening hours. Information must also be given on references from similar assignments that the tenderer has had. Documentation must be provided of completed courses or self-confirmation of competence in the Sami language.

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 17/06/2022
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
Norwegian
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders
Date: 17/06/2022
Local time: 12:00
Place:

County Hall, Vadsø.

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Official name: Troms og Finnmark fylkeskommune
Postal address: Henry Karlsens Plass, Boks 704,
Town: Vadsø
Postal code: 9800
Country: Norway
E-mail: postmottak@tffk.no
Telephone: +47 78963000
Internet address: https://tffk.no
VI.5)Date of dispatch of this notice:
17/05/2022