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Iceland-Reykjavik: Software package and information systems Information Technology Iceland-Reykjavik: Software package and information systems
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Iceland-Reykjavik: Software package and information systems

Reykjavik Procurement Department has announced on 20 Oct 2021 that is accepting bids for the following project: Iceland-Reykjavik: Software package and information systems.

The tender will take place in Iceland and will cover the Information Technology industry.

The value of this project has not been disclosed by the donor and you can apply until Deadline date

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Bellow you can find more information about the tender description and the bidding procedure.

Location: Iceland

General information

Donor:

Reykjavik Procurement Department

Industry:

Information Technology

Status:

Accepting bids

Timeline

Published:

20 Oct 2021

Deadline:

Not available

Value:

Not available

Contacts

Description

http://ted.europa.eu/udl?uri=TED:NOTICE:534561-2021:TEXT:EN:HTML&src=0&tabId=2

Prior information notice

This notice is for prior information only

Supplies

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: Reykjavik Procurement Department
Postal address: Borgartun 12-14
Town: Reykjavik
NUTS code: IS Ísland
Postal code: 105
Country: Iceland
Contact person: [email protected]
E-mail: [email protected]
Internet address(es):
Main address: http://utbod.reykjavik.is/
Address of the buyer profile: https://in-tendhost.co.uk/reykjavik/aspx/ProjectManage/772
I.3)Communication
Additional information can be obtained from the abovementioned address
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:

15333 - Contact Centre solution System

Reference number: 15333
II.1.2)Main CPV code
48000000 Software package and information systems
II.1.3)Type of contract
Supplies
II.1.4)Short description:

Department of Service and Innovation, is looking for a Contact center software as a service for the City of Reykjavik. The solution is intended for employees who work at the City of Reykjavík's customer service and technology support center.The buyer is looking for a standardized cloud-based solution. Please see further details in the provided documentation.

II.1.5)Estimated total value
Value excluding VAT: 1.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.2)Additional CPV code(s)
48000000 Software package and information systems
II.2.3)Place of performance
NUTS code: IS Ísland
II.2.4)Description of the procurement:

The buyer, Department of Service and Innovation, is looking for a Contact centre software as a service for the City of Reykjavik.The solution is intended for employees who work at the City of Reykjavík's customer service and technology support centre to begin with, but more users could be added e.g. at Reykjavík City's service centres, later on. The number of users is approx. 25 to begin with.The buyer is looking for a standardized cloud-based solution.The system needs to support and offer solutions in the following processes and solution areas:• Is a cloud-based solution with advanced API that can be integrated to Microsoft 365,MS Teams, Active Directory, Outlook email, telephone network, instant messaging and other critical systems.• Can show staff diary views, i.e. can clearly show whether employees are currently at work and if they are available or not.• Offers at least two layers of reason codes.• Can show reports on reason codes and response rates.• The solution has a callback option for the customers calling to the contact centre.• The solution has a call recording feature, where the recordings are stored securely.• Offers advanced IVR where the user can for instance enter an answering machine greeting in a simple way.• Has the option of integrating to Iceland’s digital authentication.• The supplier can provide support through a local service provider in Iceland.

II.2.14)Additional information

Please see the documentation provided at the procurement portal referenced above.

II.3)Estimated date of publication of contract notice:
01/12/2021

Section IV: Procedure

IV.1)Description
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no

Section VI: Complementary information

VI.3)Additional information:
VI.5)Date of dispatch of this notice:
15/10/2021

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