Information Request and Market Survey: Customer Feedback System

Summary

This is an information request and market survey, not a procurement procedure or request for tenders. The South Karelia wellbeing services county is gathering information for a possible future procurement of a customer feedback system. Suppliers are invited to describe available, preferably production-ready solutions for collecting and managing feedback from telephone services, service points and electronic services. The desired solution should support feedback processing and responses through the system, two-way SMS communication, browser-based surveys, automated reports, physical feedback devices, artificial-intelligence-assisted analysis and possible integrations with a data warehouse, Entra ID and patient or customer information systems. The expected technical model is a cloud-based SaaS solution with a Finnish-language interface and support, accessibility-compliant implementation, and continuous maintenance and updates. Suppliers should submit a concise description of the solution, its functionality, architecture, security, language options, references, implementation approach, support and training. Responses must be sent by 30 September 2026 at 15:00 to hankinnat@ekhva.fi. No tender or binding offer is requested, and the authority is not committed to carrying out the future procurement. The authority may invite respondents to a Teams session consisting of 30 minutes of presentation and 30 minutes of discussion.