Omnichannel Call Center and Mobile Application for Users

Summary

The procurement covers the supply and implementation of an omnichannel call centre and a mobile application for users for an electricity distribution company. The estimated value is RON 3,000,000 and the contract term is seven months. Bids must be submitted electronically and the delivery must comply with the technical requirements in the tender documents. Bidders must demonstrate legal registration, delivery and implementation of similar call-centre platforms worth at least RON 3,000,000 excluding VAT during the previous three years, and a valid ISO 9001 certificate or equivalent evidence of quality management. A RON 30,000 tender guarantee, valid for four months, must accompany the bid. The successful bidder must provide a performance guarantee equal to 10% of the contract value excluding VAT. The price carries 78 points and technical factors carry 22 points in total. The warranty, maintenance and support period must be between 36 and 60 months: 60 months earns 20 points, while a period below 36 months is non-compliant. For minor P3 incidents, 24/7 support earns 2 points, support for at least 12 hours per day, seven days a week earns 1 point, and the minimum 8x5 support arrangement with next-business-day resolution earns 0 points. Bidders must complete the European Single Procurement Document and meet the exclusion-ground and documentary evidence requirements set out in the tender documents.