The target of the acquisition is Siun sote's customer feedback system, an important part of which is measuring customer experience in particular. The key objective of the acquisition is a multichannel customer feedback system and related equipment services, successful implementation and use in Siun sote, and the support and maintenance services required for a functional entity.

The customer feedback system to be procured must be a ready-made, productized, operational platform in accordance with the requirements of the invitation to tender at the beginning of the contract period. It must be possible to make additional features and development work to the customer feedback system according to Siun sote's needs during the contract period. The customer feedback system is acquired as Software as a Service (SaaS).

The target of the acquisition is Siun sote's customer feedback system, which measures customer experience through multiple channels. The key objective of the procurement is a customer feedback system and related device services, such as tablets and feedback devices with legs, successful deployment and use in Siun sote, and the support and maintenance services required for a functional entity. Support and maintenance services take care of incident management, guidance and support for the users of the wellbeing services county, and keeping the software and user environment up-to-date. In addition, further development services for the wellbeing services county of North Karelia (Siun sote) will be targeted. The further development service includes further development and expert services ordered as needed, which support operations if necessary. The customer feedback system is acquired as a cloud service using the SaaS model (Software as a Service).

The customer feedback system to be procured must be a ready-made, productized, operational platform in accordance with the requirements of the invitation to tender at the beginning of the contract period. It must be possible to make additional features and development work to the customer feedback system according to Siun sote's needs during the contract period. The most important task of the customer feedback system is that customers using the services can give their feedback on the services smoothly and easily. In accordance with the national customer and patient safety strategy and our service strategy, we aim to ensure that the experiences of our customers, patients and loved ones guide the development of our services. The customer feedback system is used to collect feedback from customers in order to develop Siun sote's operations. In addition to the needs of our wellbeing services county, the customer feedback system must also meet the national requirements for collecting customer feedback data. The system must enable the measurement of the customer experience of Siun sote's health care, social services, rescue services and environmental health care customers, patients and residents, as well as their loved ones.

The most important characteristics of procurement from the perspective of the wellbeing services county of North Karelia are: customer orientation, transparency, multichannelling, consideration of special groups, usability, continuity, effectiveness and fulfilment of data protection and data security obligations.

In terms of smooth deployment, the target of the procurement is a complete service package, the materials related to commissioning, customer-specific adaptation, instructions and training are available with minimal customer-specific adaptation. The share of IT work should be kept to a minimum. The solution must have mobile features and be suitable for the use of social and health care, rescue services and environmental health care services. The goal is that the customer feedback system to be acquired is an easy-to-use and modern SaaS software service that is continuously developed in cooperation with the Supplier. The goods/devices/accessories and software must comply with the directly binding regulations of the European Union, Finnish laws and decrees and regulations issued by the authorities.

More detailed information about the object of procurement and the criteria for the object can be found in the "criteria of the object of procurement" and "background of the procurement" sections of the invitation to tender.