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"",
"Palvelu on kuvattu yksityiskohtaisesti Osallistumishakemusohjeen\/pyynn\u00f6n liitteiss\u00e4 2.1 Alustava palvelukuvaus ja 2.1.1 Vaatimusm\u00e4\u00e4rittely."
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"criterion": [
""
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"shortDescription": [
"Hankinnan kohteena on puhelinpalvelu asiakas ja viranomaisviestint\u00e4\u00e4n.",
"",
"YTK:n j\u00e4senm\u00e4\u00e4r\u00e4 on pitk\u00e4\u00e4n ollut voimakkaassa kasvussa, mik\u00e4 lis\u00e4\u00e4 asiakaskontaktien ja k\u00e4sittelytapahtumien m\u00e4\u00e4ri\u00e4 kassan eri toiminnoissa. YTK:n j\u00e4senet ovat tottuneet hyv\u00e4\u00e4n asiakaskokemukseen asioidessaan kassan kanssa eri palvelukanavissa. Asiakaskokemus ja sen edelleen kehitt\u00e4minen on yksi YTK:n toiminnan kulmakivi\u00e4. K\u00e4yt\u00f6ss\u00e4 olevilla tietoj\u00e4rjestelmill\u00e4 ja niiden toimintavarmuudella on merkitt\u00e4v\u00e4 rooli, kun em. YTK:n toimintaan vaikuttavia asiakokonaisuuksia hallitaan ja kehitet\u00e4\u00e4n l\u00e4hitulevaisuudessa.",
"",
"YTK:n asiakaspalvelun yhten\u00e4 kulmakiven\u00e4 on puhelinasiakaspalvelu sek\u00e4 j\u00e4senille ett\u00e4 viranomaisille. Asiakaspalveluun saapuu kuukausitasolla noin 9000\u201325000 puhelua. Asiakaspalvelun yhteydenottom\u00e4\u00e4riin vaikuttaa niin vuoden kuin kuukauden kierto. Saattaa olla, ett\u00e4 kiireimpin\u00e4 aikoina tai p\u00e4iv\u00e4n sis\u00e4ll\u00e4 tarve asiakaspalvelijoille voi tuplaantua rauhallisimpiin hetkiin verrattuna, nykytilanteessa asiakaspalvelua hoitaa 30\u201350 asiakaspalvelijaa.",
"",
"Asiakaskokemus ja sen edelleen kehitt\u00e4mien on yksi YTK:n toiminnan kulmakivi\u00e4. Hankinnan tavoitteena on tarjota YTK:lle ja sen asiakkaille aiempaa kustannustehokkaampi, toimintavarmempi, vikasietoisempi ja kapasiteetiltaan skaalautuva puhelinpalvelu, jonka toimintaa voi valvoa tehokkaasti ja proaktiivisesti. Palvelun tulee t\u00e4ytt\u00e4\u00e4 toimialalle asetetut viranomaisvaatimukset mm. tietoturvan ja tietosuojan osalta.",
"",
"Tarjottavan kokonaisuuden tulee olla kattavasti dokumentoitu ja toimittajan on yll\u00e4pidett\u00e4v\u00e4",
"dokumentteja aktiivisesti ymp\u00e4rist\u00f6n yll\u00e4pidon yhteydess\u00e4. Samoin palvelusta ja sen tilanteesta on pystytt\u00e4v\u00e4 tuottamaan luotettavaa raportointia s\u00e4\u00e4nn\u00f6llisesti.",
"",
"Palvelusopimus on voimassa m\u00e4\u00e4r\u00e4aikaisena 36 kuukautta ja jatkuu sen j\u00e4lkeen toistaiseksi voimassa olevana, ellei sopimusta ole irtisanottu t\u00e4t\u00e4 ennen irtisanomisaikaa noudattaen.",
"",
"Palvelusopimuksen perusteella teht\u00e4v\u00e4t sopimukset ovat voimassa allekirjoituksesta seuraavasti:",
"",
"\u2022\tToimitussopimus: kunnes toimitus on Toimitussopimuksen mukaisesti suoritettu ja osapuolet ovat suorittaneet Toimitussopimuksen mukaiset velvoitteensa.",
"",
"\u2022\tYll\u00e4pitosopimus: Toistaiseksi voimassa oleva. ",
"",
"Tilaaja ennakoi, ett\u00e4 sopimuskausi alkaa syys-lokakuussa 2022."
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"",
"- Kaupparekisteri",
"",
"- Ennakkoperint\u00e4lain mukainen ennakkoperint\u00e4rekisteri ja ty\u00f6nantajarekisteri",
"",
"- Arvonlis\u00e4verolain mukainen arvonlis\u00e4verovelvollisten rekisteri",
"",
"- Sijoittumismaan lains\u00e4\u00e4d\u00e4nn\u00f6n mukaisten verojen ja sosiaaliturvamaksujen maksaminen",
"",
"- Suomen lains\u00e4\u00e4d\u00e4nn\u00f6n mukaisten verojen, sosiaaliturvamaksujen ja el\u00e4kemaksujen maksaminen, jos tarjoaja on Suomessa verovelvollinen ja",
"",
"velvollinen maksamaan sosiaaliturvamaksuja",
"",
"- Rikosrekisteriote hankintalain 80 \u00a7:n poissulkuperusteiden toteamiseksi. Yritys hakee rikosrekisteriotteen Oikeusrekisterikeskukselta osoitteesta asiointi.oikeus.fi.",
"",
"- Tilinp\u00e4\u00e4t\u00f6stiedot",
"",
"- Suomen Asiakastiedon Rating Alfa -raportti",
"",
"- Tilaajavastuulain mukaiset selvitykset",
"",
"- Selvitys riitt\u00e4vist\u00e4 henkil\u00f6st\u00f6resursseista."
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