The administration Intraservice, hereby invites interested suppliers to apply to submit tenders in procurement regarding the Complete solution for telephone exchange and the Contact Center solution with functionality for service case management and directory service, according to the conditions specified in this invitation and attachments.

The overall needs of the business, the purpose and scope of the procurement, the business benefits to be realized and the conditions that apply to the procurement, are developed in Appendix A5, Conditions, needs and goals.

Intraservice intends to procure telephone exchange and Contact Center solution with functionality for service case management and directory service. As far as possible, the complete solution shall be based on standard systems that at the time of the tender must be deployed with other customers.

The complete solution shall, with or without adaptations, meet the minimum requirements for basic functionality described in Appendix A2, Functional requirements.

In addition to the right to use the complete solution, the procurement also includes services related to:

Introduction. Responsible for running the implementation project according to agile working methods, with high competence and risk awareness, secure information management as well as quality assurance and controls before commissioning so that it gives the city the conditions to realize expected benefits in the business in the long run.

Operation. Responsibility for ensuring that the complete solution is available for the city to use, which includes the provision of the complete solution including monitoring, data storage and backup and that integrations within the framework of the commitment work.

Support and maintenance. Responsibility for proactively preventing errors from occurring, remedying emerging disability errors, facilitating the use of the complete solution, for example through support, and improving the overall solution by giving the city access to new versions and releases.

Development. Responsible for driving development together with the city. The city has many years of experience in, by virtue of its size, being a customer who actively contributes in dialogues for the development of the overall solution. We would like to see that the city continues to have the opportunity for this form of work and that future suppliers see advantages in this type of cooperation.

Settlement. Responsible for supporting the city in the decommissioning work at the end of the agreement so that a safe, efficient and disturbance-free closure can be achieved.

Terms and conditions for the above services will be set out in step 2 of the procurement.