{
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"Hankinnan taustaa ",
"",
"Kevaan kertyy runsaasti tekstimuotoista aineistoa asiakkaiden asioinnista (asiakaspalaute ja tyytyv\u00e4isyyskyselyt eri kanavissa, litteroidut puhelinpalveluasioinnit, viestipalveluviestit, chatbot). Tiedon hy\u00f6dynt\u00e4misen tehostamiseksi Kevalla on tarve helpottaa ja yhdenmukaistaa eri kanaviin kertyv\u00e4n tekstiaineiston analysointia ja tuoda kertyv\u00e4 laadullinen aineisto yhteen paikkaan tarkasteltavaksi ja analysoitavaksi. Tiedon perusteella halutaan tunnistaa asiakkaiden kokemukseen eniten vaikuttavia tekij\u00f6it\u00e4 sek\u00e4 niit\u00e4 asioita, joita kehitt\u00e4m\u00e4ll\u00e4 asiakkaan asiointipolusta saadaan viel\u00e4 nykyist\u00e4 sujuvampi. Kertyv\u00e4st\u00e4 ymm\u00e4rryksest\u00e4 halutaan johtaa toimenpiteit\u00e4, jotka vaikuttavat my\u00f6nteisesti asiakaskokemukseen helpottaen asiakkaiden asiointia ja tehostaen Kevan toimintaa.",
"",
"Kevassa on ollut pilottik\u00e4yt\u00f6ss\u00e4 teko\u00e4lypohjainen tekstianalytiikkaty\u00f6kalu yksitt\u00e4isist\u00e4 kanavista kertyvien asiakaspalautteiden analysoimiseksi.",
"",
"Hankinnan kohde ",
"",
"Tekstianalytiikan k\u00e4ytt\u00f6\u00e4 halutaan Kevassa laajentaa kattamaan palauteaineistoja aiempaa laajemmin sek\u00e4 kattamaan palautteiden lis\u00e4ksi my\u00f6s muuta asiakasviestint\u00e4\u00e4. T\u00e4t\u00e4 varten Keva hankkii SaaS-palveluna k\u00e4ytt\u00f6\u00f6ns\u00e4 teko\u00e4ly\u00e4 hy\u00f6dynt\u00e4v\u00e4n tekstianalytiikkaty\u00f6kalun. ",
"",
"Keva ei sitoudu tiettyihin datam\u00e4\u00e4riin, vaan hankinnan hintavertailussa k\u00e4ytetty m\u00e4\u00e4r\u00e4 toimii ainoastaan tarjousvertailun pohjana.",
"",
"Aineistot kertyv\u00e4t Kevassa eri j\u00e4rjestelmiin. Aineiston m\u00e4\u00e4r\u00e4 vaihtelee kuukausittain. J\u00e4rjestelmiin voidaan rakentaa rajapintoja. Tiedot voidaan hakea j\u00e4rjestelmist\u00e4 my\u00f6s kertapoiminnoilla ja toimittaa esim. excel- tai csv-muodoissa. Rajapintojen rakentaminen on tarkoituksenmukaista etenkin niiss\u00e4 tilanteissa, joissa kyseess\u00e4 on aineistol\u00e4hde, johon kertyv\u00e4\u00e4 tietoa halutaan analysoida jatkuvasti. Satunnaisesti j\u00e4rjestelm\u00e4ll\u00e4 halutaan analysoida my\u00f6s yksitt\u00e4isi\u00e4 aineistoja. Kertaluontoisen tai harvemmin teht\u00e4v\u00e4n analyysin tapauksessa rajapintaa toimivampi ratkaisu on manuaalinen tietojen toimitus. ",
"",
"Kaikkeen kertyv\u00e4\u00e4n tietoon liittyy asiointia koskevia muita taustatietoja (asiointikanavan lis\u00e4ksi esim. asioinnin asemoituminen asiakaspolulle, asiaa hoitanut Kevan tiimi, asioinnin karkea aihe tmv.) Palautekyselyiss\u00e4 asiakas antaa avoimen palautteen lis\u00e4ksi numeerisen arvosanan (likert) muutamaan kysymykseen. Asiointiin liitett\u00e4v\u00e4t taustatiedot ja kyselyiden sis\u00e4ll\u00f6t vaihtelevat aineistol\u00e4hteen mukaan. Viestint\u00e4 tapahtuu p\u00e4\u00e4asiallisesti suomen kielell\u00e4, mutta satunnaisesti aineisto sis\u00e4lt\u00e4\u00e4 my\u00f6s ruotsin- tai englanninkielist\u00e4 teksti\u00e4. ",
"",
"Keva mahdollistaa toimittajan perehtymisen Kevan toimintaan ennen ty\u00f6kalun k\u00e4ytt\u00f6\u00f6nottoa. Yhteisty\u00f6 alkaa k\u00e4ytt\u00f6\u00f6nottoprojektilla (kuvaus liitteess\u00e4 3). Keva nime\u00e4\u00e4 k\u00e4ytt\u00f6\u00f6nottoprojektille vastuuhenkil\u00f6n, joka koordinoi yhteisty\u00f6t\u00e4 ja jolle toimittaja raportoi etenemisest\u00e4, ja tarvittaessa vastuuhenkil\u00f6n lis\u00e4ksi projektiryhm\u00e4n. My\u00f6s toimittajan tulee nimet\u00e4 projektille vastuuhenkil\u00f6 tai -henkil\u00f6t, jotka vastaavat k\u00e4ytt\u00f6\u00f6noton suunnitelmanmukaisesta ja laadukkaasta toteutuksesta. ",
"",
"Palvelusopimus solmitaan toistaiseksi voimassaolevana. Tavoiteltu ajankohta j\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6notolle on 1.4.2022. ",
"",
" ",
"",
" "
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"",
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"",
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"",
"",
"Tarjousten k\u00e4sittelyn vaiheet:",
"1.Tarjousten avaaminen",
"2.Tarjousten tarjouspyynn\u00f6n mukaisuuden tarkastaminen",
"3.Tarjousten vertailu sek\u00e4 hankintap\u00e4\u00e4t\u00f6ksen tekeminen ja tiedoksianto",
"4.Hankintasopimuksen tekeminen"
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