{
"id": 138733,
"procurementProjectId": 89596,
"parentId": 130865,
"noticeNumber": "2023-138733",
"reducedTimeLimitsForReceiptOfTenders": false,
"corrigendumAdditionalInformation": [],
"creatorSystem": "Cloudia Kilpailutus",
"type": 600,
"legalBasis": "32014L0025",
"project": {
"id": 89596,
"title": "Kontaktienhallintaj\u00e4rjestelm\u00e4n hankinta",
"contractType": 2,
"procurementCategory": 4,
"jointProcurement": true,
"procurementLaw": [],
"centralPurchasing": true,
"coPurchasers": [
{
"officialName": "Vaasan S\u00e4hk\u00f6 Oy",
"nationalRegistrationNumber": "0209628-8",
"nutsCodes": [
"FI195"
],
"postalAddress": {
"town": "Vaasa",
"country": "FI"
},
"email": "[email protected]",
"mainUrl": "https:\/\/www.vaasansahko.fi\/",
"validationState": 0
}
],
"validationState": 0,
"organisation": {
"id": "b9c8fe5b-e9ab-4de9-2ce3-08d78deb351a",
"information": {
"officialName": "Sansia Oy",
"nationalRegistrationNumber": "2364760-8",
"nutsCodes": [
"FI1"
],
"postalAddress": {
"streetAddress": "PL 2000, Viestikatu 3",
"postalCode": "70600",
"town": "Kuopio",
"country": "FI"
},
"telephoneNumber": "+358 447182946",
"email": "[email protected]",
"contactPerson": "Ari Sormunen",
"mainUrl": "https:\/\/www.sansia.fi",
"validationState": 0
},
"contractingAuthorityType": 0,
"contractingType": 0,
"mainActivity": 0,
"otherMainActivity": "Yleisagentuuri",
"mainActivityUtilities": 1024,
"validationState": 0,
"dataSource": 0,
"identifierMissing": false,
"vhsStatus": 0
},
"state": 1,
"defenceWorks": 0,
"defenceSupplies": 0,
"publish": 1,
"agricultureWorks": 0,
"isPrivate": false,
"isConcluded": false,
"tendering": 0
},
"lotsInfo": {
"divisionLots": false,
"lotsSubmittedFor": 0,
"lotsSubmittedForQuantity": 0,
"lotsMaxAwarded": false,
"lotsMaxAwardedQuantity": 0,
"lotCombinationPossible": false,
"lotCombinationPossibleDescription": [],
"validationState": 0
},
"objectDescriptions": [
{
"mainCpvCode": {
"code": "72000000",
"name": "Tietotekniset palvelut: neuvonta, ohjelmistojen kehitt\u00e4minen, Internet ja tuki",
"vocCodes": []
},
"quantityOrScope": [],
"additionalCpvCodes": [],
"vehicles": {
"containsVehiclesInCertainCategories": false,
"containsOtherThanExcludedVehicles": false,
"lightPersonalAndCommercialVehicles": {
"numberOfCleanVehicles": 0,
"totalNumberOfVehicles": 0
},
"trucksAboveThreeAndHalfTons": {
"numberOfCleanVehicles": 0,
"totalNumberOfVehicles": 0
},
"busesWithNotAllPassengersSeated": {
"numberOfCleanVehicles": 0,
"totalNumberOfVehicles": 0
}
},
"nutsCodes": [
"FI195"
],
"mainsiteplaceWorksDelivery": [
"Vaasa"
],
"descrProcurement": [
"Kts. tarjouspyynn\u00f6n kohta lyhyt kuvaus."
],
"disagreeAwardCriteriaToBePublished": true,
"estimatedValue": {
"type": 0
},
"timeFrame": {
"type": 3,
"beginDate": "2023-10-18T00:00:00",
"canBeRenewed": false
},
"candidateNumberRestrictions": {
"envisagedNumber": 0,
"envisagedMinimumNumber": 0,
"envisagedMaximumNumber": 0,
"selected": 0
},
"optionsAndVariants": {
"variantsWillBeAccepted": false,
"partialOffersWillBeAccepted": false,
"options": true,
"optionsDescription": [
"Tilaajalla on mahdollisuus halutessaan hankkia seuraavia hankintaan sis\u00e4ltyvi\u00e4 optioita:",
"",
"Pakolliset optiot sis\u00e4lt\u00e4en:",
"- WhatsApp kaksisuuntaisen -palvelukanavan k\u00e4ytt\u00f6\u00f6notto",
"- uuden kaksisuuntaisen palvelukanavan k\u00e4ytt\u00f6\u00f6notto (esim. Facebook tai Twitter)",
"- muun j\u00e4rjestelm\u00e4n liitt\u00e4minen (mobiilisovellus tai verkkopalvelu)",
"",
"Vapaaehtoiset optiot",
"- j\u00e4rjestelm\u00e4ratkaisun tuki- ja yll\u00e4pitopalvelu 24\/7 (puhelin ja s\u00e4hk\u00f6posti)",
"- asiakasportaalin liitt\u00e4minen",
"- automaatioiden toteutus, k\u00e4ytt\u00f6tapaukset 1, 2 ja 3",
"- teko\u00e4lyn toteutus, k\u00e4ytt\u00f6tapaukset 1, 2, 3, ja 4.",
"",
"Optioita on kuvattu tarkemmin tarjouspyynn\u00f6n liitteess\u00e4 \"Kontaktienhallintaj\u00e4rjestelm\u00e4n optioiden kuvaus\". Automaatioon ja teko\u00e4lyyn liittyv\u00e4t k\u00e4ytt\u00f6tapaukset on kuvattu tarjouspyynn\u00f6n liitteess\u00e4 \"K\u00e4ytt\u00f6tapaukset\".",
"",
"Tilaaja p\u00e4\u00e4tt\u00e4\u00e4 kunkin option hankkimisesta erikseen.",
"",
"Tilaajalle varataan lis\u00e4ksi mahdollisuus hankkia sopimuskauden aikana sovelluksen toimintaan liittyvi\u00e4 v\u00e4ltt\u00e4m\u00e4tt\u00f6mi\u00e4 muutost\u00f6it\u00e4, tuki- ja yll\u00e4pitosopimukseen sis\u00e4ltym\u00e4tt\u00f6mi\u00e4 ohjelmistop\u00e4ivityksi\u00e4 sek\u00e4 tietoj\u00e4rjestelm\u00e4integraatioiden rakentamista tilaajan muihin j\u00e4rjestelmiin. J\u00e4rjestelm\u00e4\u00e4n saatetaan sopimusaikana kehitt\u00e4\u00e4 ja hankkia yhteisty\u00f6ss\u00e4 toimittajan kanssa uusia toiminnallisuuksia tilaajan kehittyvien tarpeiden t\u00e4ytt\u00e4miseksi."
],
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},
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"euFunds": {
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},
"additionalInformation": [],
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"noAwardedContract": {
"failureReason": 0,
"originalNoticeSentVia": 0
},
"awardedContracts": [
{
"conclusionDate": "2023-10-18T00:00:00",
"contractTitle": "Kontaktienhallintaj\u00e4rjestelm\u00e4n hankinta",
"numberOfTenders": {
"disagreeTenderInformationToBePublished": false,
"total": 4,
"sme": 1,
"electronic": 4
},
"disagreeContractorInformationToBePublished": false,
"contractors": [
{
"officialName": "LeadDesk Oyj",
"nationalRegistrationNumber": "2299022-8",
"nutsCodes": [
"FI"
],
"postalAddress": {
"streetAddress": "H\u00e4meentie 15",
"postalCode": "00500",
"town": "Helsinki",
"country": "FI"
},
"isSmallMediumEnterprise": false,
"validationState": 0
}
],
"likelyToBeSubcontracted": false,
"valueOfSubcontract": {}
}
]
},
"validationState": 0
}
],
"communicationInformation": {
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"additionalInformation": 1,
"additionalInformationAddress": {
"officialName": "Sansia Oy",
"nationalRegistrationNumber": "2364760-8",
"nutsCodes": [
"FI1"
],
"postalAddress": {
"streetAddress": "PL 2000, Viestikatu 3",
"postalCode": "70600",
"town": "Kuopio",
"country": "FI"
},
"telephoneNumber": "+358 447182946",
"email": "[email protected]",
"contactPerson": "Ari Sormunen",
"mainUrl": "https:\/\/www.sansia.fi",
"validationState": 0
},
"otherAddressForProcurementDocuments": {
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"validationState": 0
},
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"addressToSendTenders": {
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"postalAddress": {},
"validationState": 0
},
"electronicCommunicationRequiresSpecialTools": false,
"documentsEntirelyInHilma": false,
"specsAndAdditionalDocuments": 0,
"validationState": 0
},
"contactPerson": {
"name": "Ari Sormunen",
"email": "[email protected]",
"phone": "+358 447182946"
},
"procurementObject": {
"shortDescription": [
"Hankinnan kohteena on Vaasan S\u00e4hk\u00f6-konsernin k\u00e4ytt\u00f6\u00f6n hankittava kontaktienhallintaj\u00e4rjestelm\u00e4. Tavoitteena on hankkia konsernin asiakaspalveluorganisaation tiimeille sopiva monikanavainen asiakaspalvelu- ja tiket\u00f6intij\u00e4rjestelm\u00e4. J\u00e4rjestelm\u00e4n on mahdollistettava asiakaskontaktien, tikettien ja teht\u00e4vien sujuva k\u00e4sittely yhdest\u00e4 k\u00e4ytt\u00f6liittym\u00e4st\u00e4 kaikkien j\u00e4rjestelm\u00e4\u00e4n liitettyjen palvelukanavien osalta. ",
"",
"Hankittavan kontaktienhallintaj\u00e4rjestelm\u00e4n tulee tukea seuraavia palvelukanavia: ",
"- puhe (inbound, outbound)",
"- s\u00e4hk\u00f6posti",
"- tekstiviesti (kaksisuuntainen)",
"- chat \/ chatbot",
"- web-lomakkeet",
"- ohjepankki (itsepalveluportaali).",
" ",
"Kontaktienhallintaj\u00e4rjestelm\u00e4ll\u00e4 on seuraavia k\u00e4ytt\u00e4j\u00e4ryhmi\u00e4:",
"- Vaasan S\u00e4hk\u00f6 -konsernin sis\u00e4iset k\u00e4ytt\u00e4j\u00e4t",
"- Vaasan S\u00e4hk\u00f6-konsernin sopimuskumppanien k\u00e4ytt\u00e4j\u00e4t",
"- Vaasan S\u00e4hk\u00f6-konsernin loppuasiakkaat (asiakasportaali).",
"",
"K\u00e4ytt\u00e4j\u00e4m\u00e4\u00e4r\u00e4t on esitetty tarkemmin tarjouspyynn\u00f6n liitteen\u00e4 olevalla hinnoittelulomakkeella. Toimitukseen tulee sis\u00e4lty\u00e4 j\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6oikeudet kaikille edell\u00e4 mainituille k\u00e4ytt\u00e4j\u00e4ryhmien k\u00e4ytt\u00e4jille tarjouspyynn\u00f6n hinnoittelulomakkeella m\u00e4\u00e4ritellyss\u00e4 laajuudessa.",
"",
"J\u00e4rjestelm\u00e4kokonaisuuden tulee yhdist\u00e4\u00e4 kaikki konsernin asiakaspalveluorganisaation palvelukanavat ja taustaj\u00e4rjestelm\u00e4t yhteen k\u00e4ytt\u00f6liittym\u00e4\u00e4n ja ty\u00f6p\u00f6yt\u00e4\u00e4n. J\u00e4rjestelm\u00e4n tulee huomioida jokaisen palveluryhm\u00e4n omia tarpeita asiakaspalveluorganisaatiossa, kuten teht\u00e4vien tai tikettien automaattiohjaukset ja niiden k\u00e4sittelyt, palvelujonojen ja n\u00e4kymien sis\u00e4lt\u00f6 sek\u00e4 taustaj\u00e4rjestelmien integraatiot. ",
"",
"J\u00e4rjestelm\u00e4hankinta koostuu seuraavista osa-alueista:",
"",
"1. K\u00e4ytt\u00f6\u00f6nottoprojekti sis\u00e4lt\u00e4en:",
"- projektin suunnittelu",
"- projektin johtaminen ja palaverit",
"- j\u00e4rjestelm\u00e4ratkaisun m\u00e4\u00e4rittely",
"- tekninen toteutus",
"- tekninen testaus",
"- k\u00e4ytt\u00e4j\u00e4koulutus",
"- toiminnallinen testaus ja hyv\u00e4ksynt\u00e4",
"- k\u00e4ytt\u00f6\u00f6noton toteutus",
"- projektin p\u00e4\u00e4t\u00f6s",
"",
"K\u00e4ytt\u00f6\u00f6nottoprojektin sis\u00e4lt\u00f6 on tarkemmin kuvattu tarjouspyynn\u00f6n liitteess\u00e4 \"Kontaktienhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6nottoprojekti\".",
"",
"2. Jatkuva palvelu k\u00e4ytt\u00f6\u00f6nottoprojektissa m\u00e4\u00e4ritellyss\u00e4 laajuudessa sis\u00e4lt\u00e4en mm.:",
"- ohjelmistopalvelun tuotettuna tietoverkon yli SaaS-palveluna",
"- teknisten ymp\u00e4rist\u00f6jen ja integraatioiden yll\u00e4pitokustannukset",
"- tarvittavat lisenssit ja k\u00e4ytt\u00f6oikeudet",
"- toimittajan tiket\u00f6intipalvelu",
"- helpdesk ty\u00f6p\u00e4ivin\u00e4 klo 8-17",
"- ohjelmiston yll\u00e4pito- ja versiopalvelu",
"",
"3. Pakolliset optiot sis\u00e4lt\u00e4en:",
"- WhatsApp kaksisuuntaisen -palvelukanavan k\u00e4ytt\u00f6\u00f6notto",
"- uuden kaksisuuntaisen palvelukanavan k\u00e4ytt\u00f6\u00f6notto (esim. Facebook tai Twitter)",
"- muun j\u00e4rjestelm\u00e4n liitt\u00e4minen (mobiilisovellus tai verkkopalvelu)",
"",
"4. Vapaaehtoiset optiot",
"- j\u00e4rjestelm\u00e4ratkaisun tuki- ja yll\u00e4pitopalvelu 24\/7 (puhelin ja s\u00e4hk\u00f6posti)",
"- asiakasportaalin liitt\u00e4minen",
"- automaatioiden toteutus, k\u00e4ytt\u00f6tapaukset 1, 2 ja 3",
"- teko\u00e4lyn toteutus, k\u00e4ytt\u00f6tapaukset 1, 2, 3, ja 4.",
"",
"Automaatioon ja teko\u00e4lyyn liittyv\u00e4t k\u00e4ytt\u00f6tapaukset on kuvattu tarjouspyynn\u00f6n liitteess\u00e4 \"K\u00e4ytt\u00f6tapaukset\".",
"",
"Tilaaja varaa sopimuskaudella mahdollisuuden kehitt\u00e4\u00e4 uusia toiminnallisuuksia tai palveluprosesseja tarvittaessa my\u00f6s kolmansien osapuolten kanssa. Toimittajan edellytet\u00e4\u00e4n tekev\u00e4n t\u00e4ss\u00e4 tarkoituksessa yhteisty\u00f6t\u00e4 Tilaajan ja kolmannen osapuolen kesken.",
"",
"Hankinnan suunniteltu sopimuskausi on 1.10.2023 - 30.9.2025, jonka j\u00e4lkeen sopimus jatkuu toistaiseksi voimassa olevana. Sovelluksen k\u00e4ytt\u00f6\u00f6nottoprojekti ajoittuu alustavasti 1.10.2023 - 31.12.2023. K\u00e4ytt\u00f6\u00f6notto pyrit\u00e4\u00e4n suunnittelemaan siten, ett\u00e4 se voidaan vied\u00e4 l\u00e4pi noin kolmessa kuukaudessa. Sovelluksen tuotantok\u00e4ytt\u00f6vaiheen kaavaillaan alkavan joulukuussa 2023.",
"",
""
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"name": "Tietotekniset palvelut: neuvonta, ohjelmistojen kehitt\u00e4minen, Internet ja tuki",
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"participationIsReservedForProfession": false,
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"technicalCriteriaOfSubcontractors": [],
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"electronicInvoicingUsed": false,
"electronicPaymentUsed": false,
"additionalInformation": [],
"validationState": 0
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"datePublished": "2023-10-20T12:40:19.1431506",
"state": 2,
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"no_doc_ojs": "2023\/S 204-642333",
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"ted_links": {
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{
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{
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{
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{
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},
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"defence": {
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"languageType": 0,
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},
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"rewardsAndJury": {
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"detailsOfPayments": [],
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"decisionOfTheJuryIsBinding": false,
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"resultsOfContest": {
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"attachments": [],
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"language": "FI",
"proceduresForReview": {
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"nutsCodes": [],
"postalAddress": {
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"postalCode": "00520",
"town": "Helsinki",
"country": "FI"
},
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"email": "[email protected]",
"mainUrl": "http:\/\/www.oikeus.fi\/markkinaoikeus",
"validationState": 0
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