Expansion of Reception and Call-Centre Processes and Data Analytics Programming Services

Summary

The procurement is for services to expand the reception and call-centre processes of Naujosios Vilnios Polyclinic and develop data analytics programming. The work includes integrating the telephony system with the Med.I.S. patient information system; automatically logging and prioritising missed calls; displaying patient information during calls; sending SMS reminders and managing appointments or physical medicine and rehabilitation procedure plans based on patient replies. The supplier must also integrate the telephony, SMS and email systems, produce operator workload reports and operational indicators, and provide users with at least 8 academic hours of training. Integrations must use an API and operate in real time, use the existing Med.I.S. system, comply with GDPR and maintain an audit trail of actions. The user interface and documentation must be in Lithuanian, and communication during service delivery must be in Lithuanian or supported by translation at the supplier’s expense. The services are due within 60 days of the contract taking effect. The deadline may be extended twice by one month, but the total service period may not exceed four months. The result carries a warranty of at least 24 months. The maximum acceptable price is EUR 41,790.38 including all taxes, and price is the sole award criterion. The offer must include the required offer form, European Single Procurement Document and national-security compliance declaration. To qualify, the bidder must have properly performed, using its own resources during the previous three years, relevant information-system development, integration or digitisation services for reception, call-centre or customer-service processes worth at least EUR 10,400 excluding VAT.