The VAV Group focuses its customer service tasks on one partner who is selected in this competition, specialising in customer service.
Customer service tasks consist of customer service calls and requests for services coming in various written formats (email, SMS/whatsapp messages, electronic forms, Tampuur operating control system, chat channel).
In particular, certain bug reports must be able to handle so-called 24/7/365, i.e. every day and at all times of the year.
The purpose of cooperation during the contract period is to establish and develop a workable and goal-oriented relationship between Subscriber and Supplier. The aim is partnership cooperation based on interaction and trust between the parties.
This acquisition is part of a wider procurement package, which will contest a total of 4 property management services. This procurement notice, along with the request for tenders and the attachments, concerns the functions of the centralized customer service as defined in the attached service description.
An open procedure is used as a procured procedure, where the selection criteria is overall economic affordability. The acquisition is a service acquisition above the EU threshold and the procurement complies with the law on public procurement (348/2007) and the Supplementary Regulation (614/2007) and the Procurement Directive (2014/24/EU).
The target start period for the contract period is June 1, 2022 and the contract is valid until further notice of six (6) months. The supplier's first possible date for the start of the notice period is 1 June 2024. The subscriber's first possible date for the start of the notice period is 1.6.2023.
The Supplier undertakes to deliver the Service at the offered per minute rate, which includes the works specified in the Service Description Annex. Billing will be based on the monthly report submitted to the Subscriber.
By way of derogation from the general contract terms (JYSE 2014 Services, Chapter 9), the price will be fixed until the end of 2023. The first possible date of price inspection is therefore 1.1.2024. It is possible for the supplier to present a higher price up to a change in the earnings level index of employees of private industries. The proposal for a price change shall be submitted in writing at least six months prior to the entry into force of any price change.
The Subscriber reserves the right to perform, in addition to the customer service tasks described in the contract period, from the complaining Supplier but also other customer service tasks. Development projects in which customer service tasks are automated and development projects in which customer satisfaction is measured and improved by jointly agreed measures can be ordered. However, the supplier does not receive exclusive rights to those projects, but the Subscriber can also order them from a third party.
For example, the supplier may not present in its own tender documents any conditions that would affect the content of the contract.
The VAV Group focuses its customer service tasks on one partner who is selected in this competition, specialising in customer service.
Customer service tasks consist of customer service calls and requests for services coming in various written formats (email, SMS/whatsapp messages, electronic forms, Tampuur operating control system, chat channel).
In particular, certain bug reports must be able to handle so-called 24/7/365, i.e. every day and at all times of the year.
The purpose of cooperation during the contract period is to establish and develop a workable and goal-oriented relationship between Subscriber and Supplier. The aim is partnership cooperation based on interaction and trust between the parties. The result of this collaboration will ensure the best possible customer experience for VAV Group residents.
The conditions for achieving the objectives are detailed in more detail on the ESPD form of the tender offer, other terms and conditions and items of acquisition in the Criteria section and in the annexes set out in the call for tender. The provider is required to interpret these documents as a customer service specialist. If the tenderer finds inadequacies in the information provided which may affect the content of the offer, they shall be asked in advance (see the request for additional information and additional information).
The basis for the acquisition decision is overall economic affordability, where the weight of the price is 80% and the quality 20%. The monthly charge of the contract is based on the per minute price. The tenderer should take into account the accompanying description of the service in its minute pricing and assess the correct level of the minute price based on it. In addition, the Provider should take advantage of the attached current status description, which shows, for example, current contact volumes per month. A separate price is set for the intake project by the Subscriber and this should also be taken into account. Any bonus/sanction procedures for the agreement are indicated in the draft agreement attached to the invitation to tender and the description of the Cooperation Management System, which should also be taken into account.
Qualitative factors are scored and affect the acquisition decision. Quality is assessed on the tender form on the basis of two (2) explanations, which are assessed anonymously based on the criteria presented on the tender form. In addition, points are given according to references, based on the amount of customer service generation experience of the provider in the field of hosting and property maintenance. The comparison uses a two-shell procedure, whereby the quality score is assessed before the price. The submitted offers are processed separately by each as its own part.
In the acquisition, the bidder that submitted the second most favorable bid overall economically is selected as the alternate supplier. If the contract with the complaining Supplier expires during the framework arrangement, the Subscriber may negotiate a new contract with the alternator.
The offer becomes binding on bidders once the Subscriber has received the offer. The contract of acquisition arises only with the signing of a written contract. For procurement above the EU threshold, the contract may be concluded no earlier than 14 days after the bidder has received or is deemed to have been notified of the reasons for the decision.