{ "id": 79707, "procurementProjectId": 48235, "parentId": 65502, "noticeNumber": "2021-079707", "reducedTimeLimitsForReceiptOfTenders": false, "corrigendumAdditionalInformation": [], "creatorSystem": "Cloudia Kilpailutus", "type": 300, "legalBasis": "32014L0024", "project": { "id": 48235, "title": "Konsulttity\u00f6t\u00e4 digitaalisen asiakaspalvelun kokonaisvaltaiseen kehitt\u00e4miseen sek\u00e4 digitaalisen asiakaspalveluratkaisun hankinnan ja k\u00e4ytt\u00f6\u00f6noton tukemiseen", "contractType": 2, "procurementCategory": 1, "referenceNumber": "353625\/ARA-02.01.00-2021-8", "jointProcurement": false, "procurementLaw": [], "centralPurchasing": false, "coPurchasers": [], "validationState": 0, "organisation": { "id": "49d2e3e7-8e67-494a-3027-08d78deb351a", "information": { "officialName": "Asumisen rahoitus- ja kehitt\u00e4miskeskus", "nationalRegistrationNumber": "0948320-5", "nutsCodes": [ "FI" ], "postalAddress": { "streetAddress": "Vesij\u00e4rvenkatu 11 A", "postalCode": "15140", "town": "Lahti", "country": "FI" }, "telephoneNumber": "+358 505228195", "email": "[email protected]", "contactPerson": "Tupu Karjalainen", "mainUrl": "http:\/\/www.ara.fi", "validationState": 0 }, "contractingAuthorityType": 2, "contractingType": 0, "mainActivity": 1, "mainActivityUtilities": 0, "validationState": 0, "dataSource": 0, "identifierMissing": false }, "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": "73220000", "name": "Kehitystoiminnan konsulttipalvelut", "vocCodes": [] }, "quantityOrScope": [], "additionalCpvCodes": [], "nutsCodes": [ "FI" ], "mainsiteplaceWorksDelivery": [], "descrProcurement": [ "Asumisen rahoitus- ja kehitt\u00e4miskeskus (ARA) on hankkimassa riippumatonta digitaalisen asiakaspalvelun ja asiakaspalveluratkaisujen asiantuntijaa kokonaisvaltaiseen digitaalisen asiakaspalvelun kehitt\u00e4miseen, ratkaisusuunnitteluun sek\u00e4 kilpailutuksen ja hankinnan tukemiseen. ", "", "Optiona on my\u00f6s asiakaspalveluprosessien ja -ratkaisujen k\u00e4ytt\u00f6\u00f6noton tukeminen sek\u00e4 erilaisissa k\u00e4ytt\u00f6\u00f6noton asiantuntijateht\u00e4viss\u00e4 toimiminen. ", " ", "Konsulttity\u00f6n tarjoajalta odotetaan laajasti kokemusta ja n\u00e4ytt\u00f6\u00e4 seuraavista osaamisalueista:", "\u2022 asiakaspalvelustrategian ja -tiekartan laatiminen", "\u2022 toiminnan ja teknologiaratkaisujen yhdist\u00e4minen asiakaspalvelun n\u00e4k\u00f6kulmasta", "\u2022 asiakaspalveluprosessien ja asiakaspalvelun operatiivisen toiminnan kehitt\u00e4minen ", "\u2022 asiakas- ja ty\u00f6ntekij\u00e4kokemuksen parantaminen sek\u00e4 tehostaminen", "\u2022 kokonaisvaltaiset asiakaspalveluratkaisut ja loppuk\u00e4ytt\u00e4j\u00e4palvelut", "", "Konsulttity\u00f6n tarjoajalla tulee olla laaja tuntemus digitaalisen asiakaspalvelun tuotteista eri kategorioissa (mm. Customer Engagement -, Contact Center -, CRM -, Service Desk -tuotteet).", "", "ARAn digitaalisen asiakaspalvelun t\u00e4rke\u00e4 kehitett\u00e4v\u00e4 alue on kansalaisille ja taloyhti\u00f6ille tarjottavat palvelut liittyen mm. korjaus- ja energia-avustusten hakemiseen, energia-todistuksiin sek\u00e4 vuoden 2022 alusta alkaen my\u00f6s asumisoikeusasumiseen liittyviin asioihin. ARAssa asiakaspalvelussa ty\u00f6skentelee noin 40 asiantuntijaa eri palvelualueilla ja asiantuntijat muodostavat asiakaspalveluryhmi\u00e4. 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